FAQ

  • When your tapes are digitized, you will have 90 days to access and download your files to your own device such as a USB, hard drive, or personal cloud storage. After 90 days, the files will be removed from our system.

    If you would like us to continue storing your files securely, you can enroll in Vidley Vault, our cloud storage service, for $30 per year. If you would like extended time, please let us know and we will begin your annual storage on day 91.

  • Please note that your tapes are digitized exactly as they were recorded. Any imperfections such as choppy sections, static, or blue screens will appear in the digital version as well. Some content may also be found after periods of blank or static footage, especially with older tapes. We recommend watching all videos in their entirety to ensure you don’t miss anything.

  • Yes — whether a tape is 5 minutes or 6 hours long, you'll pay the same flat price. Our team thoroughly reviews each tape to make sure nothing is missed.

  • Yes. Due to the high volume of tapes we process, we do not watch the content in full—only monitor for quality and technical issues. As a result, we may not detect duplicates until after digitization is complete. You will be charged for all tapes that are digitized, including any duplicates.

  • No, we do not offer any restoration, enhancement, or editing services. We strictly focus on digitizing your tapes exactly as they were recorded

  • If this is the case, it will be labeled accordingly. The tape will be sent back with the rest of your tapes, you will be notified, and you will not be charged for processing the damaged tape.

  • Processing time varies based on the number of tapes begin digitized. Generally, it can take anywhere from 4 to 8 weeks to complete.

  • Your tapes are uploaded to our secure cloud server. You will have 90 days from the notification date to download your files and transfer them to your own cloud storage or external USB or hard drive.

  • You will receive a detailed invoice outlining the total cost of your order when you place it. However, no payment is required upfront. Payment will only be due upon completion of the services. After payment is received, you’ll get access to your digital files in our Cloud.

  • We accept payments online via Apple Pay, Credit Card, Zelle, or Venmo (Venmo has a service charge).

  • You will ship your tapes to us using your own packaging. Return shipping is optional and will be billed at cost on the final invoice. Drop-off can be arranged for locals in Palm Beach County, in which case shipping will be waived.

  • Yes, we offer a flat-fee service to place your digitized files onto a Thumb Drive. This is highly encouraged for large volume projects to reduce download time on your end after digitization.

  • Upon placing your order, you would have selected whether you’d like us to recycle your original media or have them returned to you. Please check your email confirmation to see which option was chosen. If any changes need to be made, let us know. Return shipping is applied at cost and will appear on your final invoice.

  • Yes, if your tapes were damaged or could not be digitized, we can provide contact information for trusted partners who specialize in tape repairs. Please reach out to us for more details.

  • Our prices and processing times are one of the main things that set us apart—our rates are $18 per standard tape, with most companies charging around $28. Additionally, our customer service team is dedicated and passionate about preserving your memories. Unlike other companies, we don’t charge extra fees for tapes that are damaged or cannot be digitized.

  • Inquire directly for high volume discounts.

Shipping and Handling Guidelines

At Vidley Digital, we understand how important your precious memories are, and we are committed to handling them with the utmost care. While we are not liable for any damage that occurs during shipping, we want to ensure your items are as protected as possible.

To help set you up for the best-case scenario, we recommend following these packaging tips when sending your tapes to us:

  1. Use Sturdy Packaging: Choose a durable, rigid box rather than a padded envelope to protect your tapes during transit.

  2. Wrap Each Tape Individually: Use bubble wrap or foam to cushion each tape, ensuring they are secure and do not shift inside the box.

  3. Waterproof Protection: Place tapes in sealed plastic bags or ziplock bags to prevent exposure to moisture or humidity.

  4. Fill Empty Space: Use packing peanuts, crumpled paper, or additional bubble wrap to fill any gaps in the box, reducing the risk of movement or impact damage.

  5. Securely Seal the Box: Use strong packing tape to seal all edges of the box. Double-check for durability, especially if the box is older or reused.

  6. Label the Package Clearly: Include your return address and ours, along with any relevant tracking details provided by the shipping carrier.

Additional Recommendations:
We encourage customers to insure their packages with the shipping carrier to safeguard against potential loss or damage during transit.

By taking these precautions, you can help ensure your tapes arrive safely and securely, ready for digitization. If you have any questions, feel free to contact us.

Thank you for choosing Vidley Digital to preserve your memories!