Frequently Asked Questions |
| How much does it cost? We offer the lowest total package prices on the internet! Unlike other production companies who offer low package prices and charge extremely high prices for photo scanning and all of the extras that make a slideshow unique and special, our package prices are all-inclusive of music, show length, chapters, menus, digital photos, special-effects transitions, captions, titles, photo editing, DVD box cases and labels. Scanning charges are extra, however, BUT we are proud to offer the lowest prices for print photo and 35mm slide scanning for our slideshows. Detailed costs can be found on the pricing page. How long will it take for my completed order to be returned? Unless you have placed a Rush Order, the estimated time for production completion is 15 business days from the date we receive your materials, depending on the package ordered. Extremely complex or large orders may take longer. During the Winter Holiday season (September through December) and during the Spring and early Summer (graduation and wedding season), our turnaround time can be up to 25 business days. If you need your order completed and returned in less than 15 business days, please contact us BEFORE ordering. Can you scan all of my non-digital photos? Permanent Treasures uses professional scanning equipment and employs technicians trained in determining the optimal setting for each photo/image we scan. Because our scanning prices are so low, we strongly encourage our clients to send their original photos and allow us to scan them at the proper resolution - ensuring that their photos and images will look their absolute best. We can scan 35mm print photographs (up to 24" x 36" - poster size - or larger), instant photographs (such as Polaroids), 35mm slides and 35mm negatives. We can also scan paper media, such as wedding invitations, newspaper clippings, wedding and graduation announcements, high school and college diplomas, birth announcements, birth certificates, your children's artwork, marriage licenses... just about anything! We can also include a separate photo-CD of your scanned photos and images, in digital format, in addition to your DVD slideshow! If I send digital pictures, which format do you prefer? It is best to send your digital photos in .jpg format, but we are also able to accept .gif and .bmp files. If you wish to send pre-scanned photos, there are specific requirements which must be met for the photos to be included in our slideshows.
Permanent Treasures uses professional scanning equipment and employs technicians trained in determining the optimal setting for each photo we scan. Because our scanning prices are so low, we encourage our clients to send their original photos and allow us to scan them at the proper resolution - ensuring that your photos will look their absolute best. If you have questions about the acceptability of your digital or pre-scanned images, please contact us and we will assist you. Will your DVDs play on any DVD player? We record our slideshow movies on DVD+R disks, using the highest quality media. Our DVDs will play on more than 99% of all current DVD players manufactured after the year 2000. Before playing any custom-created DVD, it is extremely important to clean the DVD player you will be using! A DVD laser-lens cleaner is a DVD disc containing tiny brushes which "sweep" your DVD player's laser lens. For your convenience, Permanent Treasures can include a DVD lens cleaner (normally $9.99) with your completed order for only $5.00. Our discs are custom-burned for each order, so they cannot be coated with a protective plastic layer as the DVD-ROM format discs which are mass-produced for wide-release commercial movies. Because they lack the plastic coating, custom DVDs are highly sensitive to any particles that are commonly found on most DVD players. Particles on the laser lens can cause pausing, stopping, skipping and soundtrack issues. If you have never cleaned your DVD player's lens before, you should run the cleaner at least 2-3 times to ensure that all of the particles are removed. How do I know what type of DVD my player accepts? Look at the back of your DVD player and obtain the brand and model number. Then go to VideoHelp.com and locate the Search Player field. Enter your DVD player information and click Search. Scroll down until you locate your exact DVD player's information. The compatible DVD media types are listed (DVD+R, DVD-R or both). If your DVD player is NOT compatible with DVD+R media, please request DVD-R media on your order form. If you do not see your DVD player listed on this site, please contact Permanent Treasures and we will assist you. Can you put video clips into my slideshow? Yes, we can! Deluxe Package customers can request video clips in their slideshow for an additional charge. We accept the following formats: VHS, Hi-8, mini-DV, home DVD, .mpg, .mpeg and .avi. If you're not sure of your format, please contact us and a technician will be happy to assist you. See our Pricing page for more information on the cost of video transfer. Will all of my original materials be returned to me? Anything you send to Permanent Treasures for inclusion in your slideshow (print photos, paper media, music CDs, photo CDs, video tapes, etc.) is returned to you with your completed order. We do not keep or discard anything which is sent to us by our clients, and we handle your possessions with the greatest of care at all times. What about text and captions? Deluxe Package customers have the ability to add unlimited text and captions to their shows, including opening Title screens and messages, and closing Title screens and messages. You can include poetry, music lyrics, religious verses, quotes from family and friends - the options are endless! What if I want to see how my slideshow looks before you ship it back and I want some changes made? Permanent Treasures firmly believes in consulting with you on a personal level to ensure that your DVD slideshow is everything you dream it will be. For an additional fee, we will upload your completed slideshow to the internet so that you can view it and provide feedback and editing requests before your order is burned to DVD and returned to you! We will be happy to try to accommodate any editing requests you may have - and if we cannot, we will give you a detailed reason for the inability to make the requested change. This service is only available to customers with high-speed broadband internet connections (cable or DSL) and customers using the Windows OS. At this time, we cannot offer this service to Mac users or customers with dial-up connections. See our pricing page for more information. Where do you get the background music? All of our music is obtained and used legally. Our DVD slideshows are not intended for public presentation; they are intended and created for private use only. You can send us a CD containing the music you want on the slideshow, or Permanent Treasures will be happy to purchase your music for you through a legitimate online provider, at no charge to you. Once the music is in your slideshow we delete the files so that they cannot be used again. If you have concerns about the legality of using copyrighted music, please click here. Are additional copies of my slideshow available? Additional copies are available for a greatly reduced price. All copies are presented exactly like the original - fully labeled and packaged. Our slideshows make wonderful and unique gifts for friends and family. Can I add more pictures or video to a completed slideshow at a later date? Yes, you can. If you wish to alter a completed order, there will be a remastering fee of $30.00 per hour (minimum of 2 hours), photo-scanning and/or video transfer charges, plus return shipping and handling fees (and additional copy fees if applicable). What forms of payment do you accept? We accept payment via major credit cards - Visa, Mastercard, Amercian Express and Discover. We also accept personal checks, cashier's checks and money orders. For your convenience we are also pleased to accept credit card payments through PayPal. Texas residents must add sales tax to their total price. More information can be found on the pricing page. Can you fix my damaged photos? Digital correction of minor flaws is only available to Deluxe Package customers. We are able to digitally correct most minor flaws such as
Permanent Treasures does NOT offer major professional restoration services. If your photos have suffered severe damage, we strongly recommend that you consult a professional photo restoration company before submitting your photos for inclusion in our slideshow presentations. The overall, final quality of your slideshow presentation is directly related to the original quality of the photos which are sent to us. We are not responsible for dissatisfaction with the final product as a result of unsatisfactory photographs. How can I send in my photos? Permanent Treasures does not accept photos or video via e-mail. Digital Photos: If you have digital photos, you can send us a photo-CD or your digital camera's memory card with your completed order form. Print Photos: If you have print photos, we strongly recommend that you use an overnight mail service (such as the USPS Express Mail service, Federal Express, UPS Next-Day Air or DHL Overnight) which provides you with a tracking number and delivery confirmation. Before shipping, call our toll-free number and we will provide you with our office's street address. Please do not send your materials to the post office box listed on the website, as this will not provide you with delivery confirmation and non-USPS overnight carriers will not deliver to post office boxes. Step-by-step instructions can be found on the ordering page. What if I want a refund? To ensure that you are 100% satisfied with your final product, we strongly recommend taking advantage of our Preview Service, which allows you full editorial control and the ability to view and approve your show before it is finalized and returned to you. Due to the time and labor involved in creating our DVD slideshows, Permanent Treasures does not offer refunds. However, if notification is received within 30 days of shipping, we will be happy to edit your slideshow and make any required changes if you are not satisfied with your final product. If you desire changes to your order for reasons other than an error on the part of Permanent Treasures, there will be a remastering fee of $30.00 per hour (minimum of 2 hours), plus return shipping and handling fees (and additional copy fees if applicable). Any errors (typographical errors, sequence errors, etc.) on the part of Permanent Treasures staff will be corrected at no charge to you. If you have any questions that are not addressed here, please do not hesitate to contact us. |
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