Our Guarantees: Quality and safety are important to us too!
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:
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.
The following applies to all approved refunds:
Re-Stocking Fees for Media Transfer
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:
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.
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 a subscription fee is paid.
When you provide a check as payment, you authorize us either to use information from your check to make a one-time electronic fund transfer from your account or to process the payment as a check transaction. When we use information from your check to make an electronic fund transfer, funds may be withdrawn from your account as soon as the same day you make your payment, and you will not receive your check back from your financial institution.
Rush Policies and Holiday Rush Policy
By selecting rush processing, we guarantee that your completed order will be given to UPS for shipping 3 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.
Rush Processing may increase to 10 days during the months of November through December because of the busy holiday season.
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 UPS 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.