Frequently Asked Questions

We make sure your digital photos are easy to view, well-labeled, and organized in a way that makes sense. Here is what you’ll receive:

• Clearly Organized Digital Files - Your photos will be grouped into folders by event, year, or theme. These folders are named clearly so you can easily find what you are looking for. Everything is delivered by secure download and, if you'd like, also on a USB drive or external hard drive. We can even make extra copies for those you want to share the magic with.

• Matching Labels for Physical Photos - Your original photos will be returned in tidy, labeled boxes that reflect your digital folders. While they may not be in perfect date order inside the box, everything will be grouped and easy to understand.

• Optional Archival Boxes - We include clean, attractive photo boxes at no additional charge. If you’d prefer true archival-quality storage, we’re happy to upgrade your return packaging and will provide a quote for the quantity and sizes you need.

Your photos will be very well-organized and clearly labeled—both digitally and physically—but they will not necessarily be in the same order.

Our digital collections are arranged in true chronological order using date metadata and our Easy Index Workflow. Your physical prints, however, are returned in neatly labeled batches that correspond to the digital folders, but may not be in exact date order within each box. This allows us to keep the process efficient while still delivering a well-organized, intuitive result.

If you’d like your physical prints arranged in the exact same order as your digital folders, we offer that as an upgrade—a great option for those who want everything to align precisely.

Yes! Whether you use Apple or Google Photos, your finished collection can easily be imported to your Library for on-the-go everyday use. All of the files are dated properly so they will appear correctly in your timeline and not get mixed in with all of your current photos.

Absolutely—photos and videos are meant to be shared! Every project includes a complimentary download link, which allows up to 3 downloads and can easily be forwarded to anyone you'd like to share with. If you need more downloads, we can increase the limit for a small additional fee.

We also offer USB copies of your collection for a modest cost—perfect for gifting or keeping an extra backup on hand.

For an even more seamless sharing experience, we can help you set up a beautiful cloud-based gallery using platforms like SmugMug, or load your photos and videos onto a digital picture frame for easy viewing at home.

We’ll help you choose the sharing method that works best for you and your family.

By default, all projects are backed up on our server for 90 days after they are delivered, and we offer annual subscription plans if you wish to continue using our backup services.

Only if you ask us to. Some clients want us to responsibly dispose of parts of their collection—like loose prints or video tapes—while keeping others, such as albums or portraits. Others choose to take everything back. It is entirely your call.

We don’t push one approach over another. Our goal is to help you make a choice that fits your needs. And since our scans are exceptionally high-resolution—often exceeding the original photo in detail—many clients feel comfortable letting go of some materials after digitization.

That said, we are not able to store physical materials long-term. Once your project is complete, we will hold onto your originals for 15 days while we arrange return or pickup. After that, unless we’ve made other arrangements with you, a storage fee may apply. We will always make multiple attempts to contact you before charging or taking any next steps.

We recommend the 3-2-1 backup method, which is widely considered the gold standard for protecting digital files:

• 3 copies of your collection

• 2 stored locally (such as on your computer and an external hard drive)

• 1 stored offsite (like in the cloud or at a trusted family member’s home)
  

For the offsite copy, we strongly recommend using a paid cloud storage service—not a free account. Paid services offer better reliability, longer retention, and clearer ownership of your files, making them far more suitable for preserving a lifetime of memories.

We stay current with the best options in the industry and can recommend trustworthy platforms that match your needs. We’ll guide you in choosing the right solution, but you’ll always remain in full control of where and how your memories are stored.