Frequently Asked Questions

YesVideo's offers easy and convenient services that transfer your media into digital formats. YesVideo's technology preserves your memories and creates complete DVDs with "Hollywood-style" features that are ready to be enjoyed on your DVD player or computer. For those who seek to go beyond the DVD, we offer MemorySafe™* which allows you to view, edit, share and protect your videos online.

Our goal is to provide you with the ability to view, preserve and organize all of your video and photo memories in one digital library, through your DVDs or MemorySafe account.

*MemorySafe is currently offered for orders placed through Bartell Drugs, Costco, CVS and Walgreens.

Home videotapes are not ideal for preserving memories because they begin to degrade immediately and can fade away in 10-15 years. Videotaped memories are also difficult to enjoy, with all the rewinding and fast-forwarding to find favorite scenes.

Film reels were popular over 70 years ago and degrade because of weather, dust and other natural causes. Plus, very few families today have a fully functioning projector. Furthermore, running old film through a projector can easily break or burn the film.

Having your slides and photo prints digitally transferred is a great way to archive and organize your collection. The slides and prints are converted to digital files, which are easy to share via email and on the web.

When digitally transfer these old memories, your videos and images become easy to watch and share.

YesVideo was founded in 1999, we have taken the handling of precious memories very seriously. Today, we are the only company trusted by the world's leading retailers to hand le valued memories from previous generations – offering our services in over 34,000 retail locations in the US, Canada and Puerto Rico.

Each order is assigned a unique bar code, so that it can be easily tracked during every step in processing. Our Online Order Tracking System allows you to follow the progress of your order. And if you ever have any questions about your order, our Customer Care team will be glad to assist you 7 days a week.

YesVideo understand s the value of all the media we receive. We know that you may be submitting the only copy of a priceless irreplaceable memory and we treat each order as if it were our own.

The price of a digital transfer varies depending on the type of media being transferred and the retail store where the order is submitted.

You can use the Retail Store Locator to select your local retailer and process an online order form. The online order form will provide you with a price estimate, based on the amount of media you have.

Extra charges may apply to your order if:

• Your footage or images exceeded the maximum capacity of a DVD and had to be separated into multiple orders.
• Your videotape required repairs or case replacement.
• Your videotape was in a foreign (PAL) format.
• Your slides were submitted in carousels, binders, trays or sheets.
• You chose to capture original audio from your film reels instead of music.

Filling out an online order form does not obligate you to place an order. YesVideo does not receive any of your information from an online order form until you submit your order and the order is scanned in our facility.

If you are not prepared to submit an order, you do not need to cancel the form. Simply close the window and fill out a new form when you are prepared to place your order.

If you created an online order form which contains incorrect information, you can create a new order form with the correct order details and disregard the incorrect form.

Media Types	Formats
Videotapes	VHS, VHS-C, S-VHS, Hi-8, Digital 8, MiniDV, 8mm videotape, BetaMax
Movie Film Reels	8mm, Super 8, 16mm
Slides	35mm slides in plastic or cardboard mounts
Photo Prints	Sizes 2" x 2" to 8" x 12"

Yes. PAL tapes (the most common format in Europe) in VHS, VHS-C, S-VHS, Hi-8, Digital 8, 8mm and MiniDV videotape can also be digitally transferred in NTSC (United States format).

No, we can only digitally transfer one media type per order.

For example, slides and tapes cannot be transferred to the same YesDVD. If you have more than one media type, place each order separately and fill out a separate form for each order.

Yes, different videotape types (i.e. VHS, miniDV) may be combined in the same order. Different movie reel formats (i.e. 8mm, Super 8) may also be combined in the same order, but reels of same formats must be grouped together in viewing order.

YesVideo can repair damaged videotapes for a nominal fee. The charges will vary depending on whether a minimal repair or a full tape replacement is required for the transfer.

For film reel transfers, our stand ard procedure is to splice your film into our 400-foot reels, so we can splice film that has ripped or broken at no additional charge.

However, no repair is guaranteed. The media must be evaluated by one of our technicians to determine whether or not it can be repaired for a digital transfer.

No, this service is not available.

Note that MiniDVD discs are not the same as camcorder MiniDV videotapes, which can be transferred to YesDVD.

No, this service is not available.

Videotapes	Up to two tapes, for a combined time of two hours or less. If two tapes are submitted and the combined footage exceeds two hours, then the videotapes will be split into two individual orders.
Movie Film Reels	8mm, Super 8 – up to 1,600 feet of footage 16mm – up to 3,200 feet of film footage
Slides	Up to 500 slides
Photo Prints	Up to 500 photo prints

Common Reel Sizes	Footage Capacity*
3 Inch Reels	50 feet
5 Inch Reels	200 feet
6 Inch Reels	300 feet
7 Inch Reels	400 feet
8 Inch Reels	600 feet
10 Inch Reels	8600 feet

If you read the box closely, it should read that it is Dual 8 film. If the film is developed and ready to view, then it should actually contain 50 feet of total footage.

These reels are a special format of film that were originally twice as wide as 8mm film because they had exposure on two sides of the film. You would shoot on one side of the film for 25 feet, then flip the cartridge and shoot on the other side – much like an audio cassette. When the film is developed, it would be split lengthwise down the middle and spliced end to end – combining to 50 feet of footage.

When submitting this type of film, just count it as a stand ard 50-foot 8mm reel.

The best way to determine the length of your tapes is by viewing them in a VCR or video camera. If you are not able to view your videotapes, you can make an estimate based on the capacity of the videotape.

The length and amount of footage which may have been recorded on each videotape can vary. However, the majority of videotapes have a printed number which indicates the length of the videotape if it is recorded in SP (Stand ard Playback). The duration is indicated in minutes and commonly read as: T-120 (120 minutes) or SP-60 (60 minutes). You can use this time indicator as a guide to determine the length of your videotapes.

Yes. You can number your tapes, reels, slides or photo bundles and they will be transferred in the order you specify. If your media is not labeled, it will be processed in rand om order.

You can refer to the Orders Checklist for instructions on how to properly prepare your order and media.

If you have a wedding video or a video recorded by a professional, you must obtain their permission for YesVideo to transfer the footage. Please submit a signed copyright waiver form with your order. Orders containing copyrighted material which are not accompanied with a signed copyright waiver form will be returned unprocessed.
Click here to download a copyright waiver form.

We will not process copyrighted TV or movie footage unless the order is submitted with a copyright waiver form from the show's broadcasting company.

Yes, all original media is returned to you after your order has been processed.

For film orders the film is cleaned, spliced and combined onto new 400 ft reels. Your empty reels will be returned, in addition to the new 400 ft. reels containing your original footage.

There are about 34,000 stores where you can place your order. Use our Retail Store Locator to find the ones closest to you.

You can then go to one of these locations to submit your media and pick up your finished order at the retail store's photo counter.

We have two facilities in the United States. Depending on the location of your retailer, your order will either go to YesVideo's headquarters in Santa Clara, CA, or our second processing facility in Norcross, GA.

Stores that are equipped with the YesDVD Generator minilab system can process videotape to DVD orders in-store. An additional charge might apply for in-store services.

No, unfortunately at this time we do not accept drop-offs at our headquarters or processing facilities.

The transfer service takes about 3 weeks.

During the Christmas season and other holidays, we typically experience heavier order volume, which can result in longer service time. If you are ordering a YesDVD for a Holiday gift, we recommend that you allow extra time. Service times are estimates and while we try our best to complete all orders in a timely fashion, neither YesVideo or the retail store can make promises or guarantees regarding service time.

In our Retail Store Locator, you may notice that some stores offer same-day service. Those stores have the equipment to produce YesDVDs in their stores. Since they are not shipping the orders to our headquarters, the service time is much faster.

"Same-day service" is an estimated service time and is limited to the equipment's capacity.

An additional charge might apply for these same-day services.

While we strive to educate the stores about YesVideo's digital transfer service, there is a chance that not every employee of all 34,000 participating stores will be trained to accept digital transfer orders properly.

For a smooth ordering experience, prepare your order online and drop off the printed form with your media at your nearest store location.

To report issues with ordering at a particular store, contact YesVideo Customer Care at +1 877-817-5375. We will be happy to work with that store to ensure a more comfortable ordering experience.

Many of our retail store drop-off locations use a special order form or order form bag for DVD orders. Order form bags have a form that is printed directly on the bag and can be filled out using a regular ink pen.

You can print out an order form using YesVideo's Online Order Form Wizard. Follow the link to find your nearest drop-off location and create your order form. Print and submit a copy of the completed order form with your order.

The photo clerk should also contact YesVideo at +1 877-817-5375 for re-ordering information.

You can track the progress of your order using the Online Order Tracking System in the YesVideo website.

You can also contact our Customer Care team at support@yesvideo.com, or +1 877-817-5375.

From the day an order is dropped off, it will typically take 5-7 days to arrive at YesVideo's processing lab and get entered into the system.

Try the Online Order Tracking System after 5-7 days from placing your order. If you confirmed that you entered all your information correctly (name, phone number and envelope number) and the system still cannot locate your order, contact our Customer Care team for help.

You can reach Customer Care at support@yesvideo.com or +1 877-817-5375. Please be ready to provide your name and envelope number for our representatives to research your order.

The store should have given you a receipt for placing your order which contains your order envelope number. If you did not receive any documentation, please call our Customer Care team to speak to one of our representatives. We will review our orders based on general information you may be able to provide.

You can reach our Customer Care team at +1 877-817-5375 from 6am-7pm PST Monday-Friday or 6am-6pm PST on Saturday and Sunday.

For videotape, the service is strictly a digital transfer service. Your footage will not be enhanced.

For film, slides and prints the footage and images will be enhanced. Dust and lint on the film surface will be removed and scratches can be reduced showing more vibrant colors of your footage.

Videotapes are transferred through a direct transfer process, so the footage is not edited or enhanced.

The tapes are played using production-grade videotape decks which are connected to our computer drives. As the tapes play, the footage is digitally captured in MPEG-2 format and the video is digitally recorded.

YesVideo will clean and splice all your film into 7-inch diameter reels. In this process, we remove blank footage and leader film to ensure a smooth playback sequence of your reels. Your film is then loaded onto a projector and projected into a condenser box. The image is then captured by a digital video camera, which sends the image to a computer drive in MPEG-2 format. Finally, the footage is enhanced to improve the color and lighting and the video is digitally recorded.

YesVideo uses compressed air and camel hair brushes to clean debris from your slides or photos. Your slides are then individually captured using leading Canon and Nikon processing technology at 4.5-6 Megapixels and 2,000 DPI resolution. Photos are scanned in at 600dpi. The photos are then edited to improve color and remove scratches and recorded onto YesDVDs with both the video slideshow and JPEG image files.

YesVideo is a transfer service and we do not edit material.

One exception, however, is for videotape orders. We can accept one timestamp for each videotape – specifying the start, or end point of the recording. The tape would then be captured from the beginning of the tape until the timestamp, or from the specified timestamp until the end of the tape.

You can include the specified timestamp in the Special Instructions section of each order form. The time should be written in the form of hours : minutes : seconds (i.e. "Start tape at 00:25:30").

For film orders, we automatically remove any blank or leader footage from your final video.

The resolution of the DVD video is NTSC - 720x480 pixels.

Yes. For videotape orders, we capture both the video and audio directly from the tapes.

For film orders, we can capture magnetic audio from Super 8 film and optical audio from 16mm film. The audio for film orders must be requested on the order form because it is an additional fee to the order.

No, this service is not available. All media is digitized and recorded onto YesDVDs in DVD format. Only slide and print transfers contain both the video and JPEG files in the disc.

No, this service is not available.

No, this service is not available.

Each order is processed separately and given separate attention. Some orders take more time to complete and to ensure the highest quality, some need more attention than others. Because orders are processed independently, they may not make it into the same shipment back to the store. Please allow a few more days for the remaining orders to complete.

Each order that is returned unprocessed includes a note from our technicians which specifies why an order was not transferred. Some of the common reasons for unprocessed orders may include:

• Your media was in a format that we cannot transfer.
• The quality of the videotape or film was poor and we could not perform a quality transfer.
• Your videotape was damaged beyond repair.
• The media may have contained dirt, mold or a foreign substance that could not be removed.
• We found possible copyrighted material without permission to duplicate onto a DVD (requires a Copyright Waiver).
• We found illegal or adult content on your media which we could not process.

If you have any questions about an unprocessed order, please contact our Customer Care team.

You may receive multiple DVDs if the media you submitted requires more than one DVD to transfer. The DVDs have a capacity of 2 hours of footage, so if your media exceeds the two hours, then it will have to be split into individual orders to capture your media. The split orders are hand led as new orders and priced separately.

If your DVD or DVD case arrived damaged when you picked it up at the store, please contact our Customer Service team to speak to one of our representatives. We will evaluate your order and determine how to repair the damaged media.

No, all transfer orders are shipped back to the retail store where the order was placed. Any special shipping arrangements will need to be hand led with the retail store directly.

Only DVDs ordered through MemorySafe can ship to the address you specify.

• While DVDs are durable and long lasting by nature, proper handling and storage will maximize their longevity.
• Store them away from extreme heat, humid or cold temperatures.
• Only touch the edges of the discs.
• Keep them in their cases when not in use.
  This minimizes dust and scratches.
• Store them vertically.

Fill in our feedback survey and let us know what you liked. Tell your friends and family about your experience and refer them to your local retailer or the YesVideo Website.

You can also submit a testimonial. You tell us your story in your own words and we may share it on our website and other promotional materials if your testimonial is selected.

Customer satisfaction is of the highest value at YesVideo and we are always looking for ways to improve our services to our customers. You can provide us with your feedback by filling our feedback survey and let us know what you thought about your digital transfer experience.

Yes. Your YesDVD will play in almost all stand alone DVD players today.

Yes. YesDVDs are in Region Free (Region 0), which will allow them to play in any DVD player regardless of the DVD player's region.

If your Apple computer has a DVD-ROM drive and can play regular Hollywood DVDs, it is very likely that the YesDVDs will play on a Macintosh computer using your computer's DVD playback software.

1. Insert your YesDVD into your computer's DVD drive.
2. Go to My Computer (Windows XP) or Computer (Windows Vista, 7)
3. Locate your DVD drive. It should read “Yesvideo”
4. Right-click the DVD and select Play Movie.
5. Your DVD playback software will launch and play your movie.

PCs with DVD-ROM drives are likely to have DVD playback software installed, such as Windows Media Player or PowerDVD. If you have viewed a DVD on your computer before, but your computer is now informing you that you do not have DVD playback software when trying to view your YesDVD, it is likely that you may just need an encoder pack to view certain files in the DVD. You can obtain download a free codec pack from Cole2k in this following page: Cole2k Advanced Pack.

If you have not viewed a video on your computer before and you do not have DVD playback software, then you can download a free video player from VideoLan Player from www.VideoLan.org.

Open My Computer and right-click on your DVD drive. Choose Explore. Double-click on the Pictures directory. Your JPEG files should appear in this directory.

1. Insert the YesDVD into your computer's DVD drive.
2. Go to My Computer
3. Locate your DVD drive. It should read “Yesvideo”
4. Right-click the DVD and select Explore
5. Double-click on the Pictures folder. Your JPEG files should appear inside this folder.

MemorySafe is YesVideo's online digital protection solution. MemorySafe stores your transferred video files in two secure servers so you can recover them in case your videos become damaged or misplaced. In addition to security, MemorySafe provides you with viewing, editing and sharing features for all your MemorySafe protected videos.

MemorySafe is currently offered for orders placed through YesVideo's MemorySafe retailers (Bartell Drugs, Costco, CVS, or Walgreens). Visit the About MemorySafe webpage for more information.

You can edit your video through MemorySafe's online video editor.
When you sign in to your MemorySafe account, go to the Memory Manager page where all your registered videos are listed. In the Memory Manager page, click on the Launch MemoryEditor button to launch the online video editor.

Visit the MemorySafe FAQ for further details on editing through MemorySafe.

MemorySafe allows you to share your video with your friends and family through email, Facebook® or Twitter®. You can also order additional YesDVD copies of your video and ship them to a personal address.

Just locate the Screening Room Code found on the back of your YesDVD case and enter it at www.MyMemorySafe.com. When you register your video, you can view it in the Screening Room – the sharing options are displayed in the red buttons above the video display screen.

You can also visit the MemorySafe FAQ for further details on sharing your video through MemorySafe.

You can request additional copies of your video at the time you place your original order. If you want additional copies after your video has been completed, you can order them through MemorySafe.

Just sign into your MemorySafe account, go to the Memory Manager page. Find the DVD title you would like to order and click on the "Order YesDVD Copies" link.

If your video is not active on MemorySafe because your Screening Room Code expired or your retailer did not offer MemorySafe, you can order additional DVD copies by resubmitting a copy of the original DVD as a new order.

Note: DVDs which are resubmitted for duplication will be priced as a new order. See your retailer for pricing details.

MemorySafe is currently only offered for orders placed through YesVideo's MemorySafe retailers (Bartell Drugs, Costco, CVS, or Walgreens). The code will be on the back cover of your DVD case. If your order was placed through another retailer, unfortunately, you will not be able to access your video on MemorySafe.