FAQs

If you have both formats, send the negatives - those come out better.

When necessary, in order to remove dust we use compressed air on slides and negatives, and we can remove surface dust from printed photos. Additionally, our scanners use Digital ICE technology for slides and negatives to automatically remove dust and minor scratches.

We will manually rotate your photos and crop any black border left after the scanning process. In addition, we will correct color; remove and minor blemishes; and digitally optimize the photos to provide you the best digital images possible.

Unfortunately, we are prohibited by federal law from transferring any materials under copyright protection without permission from the person or entity who the holds the copyright. We would be able to transfer the materials if 1) You are the actual creator of the material, or 2) the material is protected by copyright, and you have written permission from the copyright owner that allows HP Memories to transfer the material; or 3) you have verified that the material is public domain.

Absolutely! If there is sound on the reels, that will be captured along with the movie when transferring move reels. We are not able to add or edit sound on film transfers.

We may refuse to scan content if we feel it infringes rights of privacy, publicity, copyrights or other intellectual property rights without the express written permission of the owner of these rights and the persons (or their parents or legal guardians, where applicable) who are shown in the material if applicable. Please feel free to contact our Customer Experience team for your unique needs.

DPI is a common, often misunderstood technical term that stands for "dots per inch." DPI designates the number of pixels per linear inch that a scanner produces in a scan file. The higher the dpi, the larger the scan is in pixels and megabytes, which means larger files. For slides and negatives, your scans will be 3000dpi and for paper photos your scans will be 600 dpi. All media we process (except tapes and film) are formatted as JPEG files.

The labels on each physical bundle will be used to name and organize the digital versions of your memories. If you have several bundles, reels or tapes, it will be beneficial to clearly label the bundle first with the year and then with the event that each bundle represents. For example: 1983 – Grand Canyon Vacation.

For our a la carte service, it is no problem at all to send your photos to us still attached to album pages. We will scan those as a full page and edit down to each individual photo. For the Kit product, we process everything that can fit in the kit we provide you so as long as your album page fits - don't worry! We will process it.

Our agents are here to help! Feel free to call us at 888.239.3234 or email us at info@hpmemories.com anytime between 9:30am to 10:30pm EST, Monday through Friday.