Our Guarantees: Quality and safety are important to us too!
Quality Guarantee
In the event there is any problem with your order, please notify Home Movie Depot toll free at 1-866-386-6843 immediately. Due to the large file size of video we can only keep movies on file for 30 days after shipment. If upon receiving your movies you discover a technical problem with the transfer we will be happy to attempt a retransfer. In the case of a technical problem with the transfer, we may need to have your home movie materials returned in order to correct the problem.
We are confident we are the best in the world at what we do. If you are not satisfied with the quality of our work, you may pursue a retransfer or a refund. Customers who are not satified with their home movie transfer may pursue a refund or a re-transfer following these steps:
- Contact Home Movie Depot within 30 days of your order's most recent ship date, according to the shipment's tracking number. We will e-mail you a Refund or Retransfer Confirmation Form. Our contact information is located here.
- Return all of the media that we produced for the order in the condition that you received it. Include the confirmation in the box with your media. In cases of re-transfer, it may be necessary to return the original media to us as well. Our shipping address is located here.
- Retransfers will be completed as promptly as possible and then returned to you. Refunds will be credited back to your credit upon receipt of the media.
Please note that refunds will not exceed $150. We strongly recommend using our Free Sample Offer if you are unsure of our services.
Before pursuing a refund we highly recommend you have your film transferred by another company. We have never had an instance where another company's transfer surpassed our own. We are confident that you will find our transfer to be superior and a refund unnecessary.
We reserve the right to refuse a refund or retransfer after 30 days.
In lieu of a refund, customers can return the media for store credit any time during the 90 days after shipment by following these three steps:
- Obtain a Credit Confirmation form from Home Movie Depot.
- Return all of the media that we produced for the order. Include the confirmation in the box with your media.
- Send the media to Home Movie Depot. Our shipping address is located here. The credit will be issued to your Home Movie Depot account upon receipt of the order.
Due to the nature of our products, all returned or replaced media items will be subject to a restocking fee unless waived by a customer service representative. These items and fees are:
- External Hard Drive- $19.95
- DVDs and CDs- $4.95
- Video Tapes- $4.95
We guarantee all our products, including DVD, meet universal standards and specifications. Our DVD-R discs will play in over 95% of players in existence and most all players made in the past couple years. If a DVD we produce will not play on your DVD player we will sell you a DVD player at cost (under $50) or provide you with a VHS copy of your order at no additional cost to you. We use high quality name brand discs and print your titles directly on the DVD, no stickers are used.
Our return policy for software is limited to the warranties and guarantees of the software manufacturer. In the case of Pinnacle software and myMovieProducer kits, we can accept packages that are unopened or defective within 30 days of purchase.
If you have technical or usability questions, we will be happy to try to assist you, but may have to refer you to Pinnacle tech support for some issues, such as installation problems. For Pinnacle tech support, which includes chat, click here.
For myMovieProducer order support, here.
Our online calculator will itemize your order estimate so that you can see exactly what your estimated total will be. Any variation from your original estimate will be credited to your customer account or charged to your credit card as soon as your order is completely through the transfer process. If your video tape is more than two hours in length, we will transfer the whole tape and bill your credit card accordingly. Master Card and Visa are accepted. Your files will be kept for 30 days to allow film customers a chance to use our online editor and order more copies. All edits and copy orders must be completed in that time. Subsequently, the files will be removed from our servers. Time extensions will gladly be granted each time an additional copy order is made or a subscription fee is paid.
By selecting rush processing, we guarantee that your completed order will be given to FedEx for shipping 2 business days after we receive your order. If your order does not ship by this time, you can request that your rush processing charge be refunded. We will gladly issue the refund back to your credit card. When requesting rush processing, please note that all the media in your order will be subsequent to the rush charge. Rush processing requires expedited shipping. We recommend OVERNIGHT shipping.
We will contact you via email when your movies arrive for your peace of mind. We clean and repair each reel before transfer to ensure the safety of your film. Each transfer is monitored by a technician who will make constant quality adjustments and further ensure the safe transfer of the film. All original films are returned to you after the transfer process. We do our best to deal with each order in a timely manner. If an order requiring customer interaction remains at one step in the process for an extended amount of time we advance orders as necessary.
We will utilize the return shipping address provided to us online to ship your completed order - this prevents potential errors caused by retyping your shipping information. We allow you to choose your return shipping method through FedEx and notify you of your tracking information via email. We will keep a digital copy of your movies in our studio for 30 days after return shipping to ensure your movies arrive safely.
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