Photo Scanning FAQs

Why Choose Didlake Photo Imaging?

Didlake Photo Imaging brings 20 years of imaging experience and expertise to your photo scanning order. Our service focuses exclusively on photo scanning, and we only offer high quality, 600 dpi digitized images. We offer a variety of delivery methods to fit your needs, including digital download (cloud access), DVD and thumb drives. Our office is conveniently located in Manassas, Virginia. We offer contactless drop-off and pick-up for customers who would prefer this option over shipping.

Our Scanning Process

What size photos are you able to scan?

We can scan wallet-size photos up to 8″ x 10″ using the photos scanning box. If you have photos larger than 8″ x 10″, please contact us at 1-866-315-1742 or email us at [email protected]. We have a wide-format scanner onsite and can assist you with your oversized scanning needs.

Can you scan my photos in a specific order?

We will do our best to scan your photos in order. We can ensure that the photos are scanned in order by the bags they are placed in. Sometimes the photos shift around during shipment, so scanning the photos in the exact order you put them into the bag may not be possible. Do not include any post-it notes, index cards or paper clips on the photos or in the photo bag.

Some of my photos are very old. How do you handle fragile photos?

During processing, we inspect each photo for fragility, rips, tears and adhesives. Our scanning process includes the use of a flatbed scanner. We will utilize the flatbed scanner for more delicate photos; however, we may determine that the photo is too fragile and may not process that image. Photos that contain adhesive will also be removed from the batch. We recommend cleaning photos with a microfiber cloth before packing them in the photo bag. All adhesives should be removed, to protect the other photos and ensure the highest quality digital image.

What format will my digital photos be in when I receive them?

All photos are scanned at 600 dpi and are JPEG files.

What is DPI?

DPI (or dots per inch) refers to the resolution of the digitized image. The higher the number, the higher the resolution and higher the quality of the digital image. Our process provides the highest quality final product, which is why we scan at 600 dpi.

Do you provide photo restoration?

We do not provide photo restoration at this time.

Do you digitize film, negatives, slides or videotapes?

We do not. Our service focuses exclusively on photo scanning and digitizing. You could say we are photo scanning experts. If you are looking to scan photos, we’re the right company for you.

Ordering and Shipping

How do I place my order?

Complete the Photo Scanning Services order form on our website. Pick the box size that’s right for you, based on the number of photos you would like to digitize.

What shipping options do you offer?

We offer standard delivery (6-8 days), ground delivery (3-6 days) and express delivery (2 business days) options through UPS. When you place your order, choose the shipping option that’s right for you, depending on how quickly you would like to receive your photo scanning box. The pre-paid return order label in the photo scanning box provides ground delivery. Your completed order will be returned to you using ground delivery.

I’m nervous about mailing my photos. Is it safe?

We ship using UPS shipping services, a trusted and reliable leader in the shipping industry. Each shipment includes a tracking number. We will provide you with the tracking number for each shipment, so you will know where your order and your photos are, every step of the way. While at our scanning facility, your images will be under 24×7 monitoring in a controlled-access, climate-controlled environment, and handled with our usual white-glove treatment by trained technicians. We also offer shipping protection. In the unlikely event that photos are lost during shipping, we provide a $1,000 loss guarantee to customers who choose the shipping protection option. Shipping protection covers shipping your photos to our facility and when we ship your photos back to you.

Where can you ship the photo scanning box order?

We can ship photo scanning box orders within the continental U.S. We do not ship to Alaska or Hawaii. We use UPS to ship our orders. UPS will only accept shipments to a valid street address. UPS does not deliver to Army Post Office (APO) and Fleet Post Office (FPO) addresses.

Do you offer drop-off and pick-up options?

Yes. We provide contactless drop-off and pick-up options during regular business hours, 8:00 a.m. – 4:00 p.m. Monday through Friday at our office in Manassas, Virginia. If you would prefer to drop off and pick up your order, choose “I would like to drop off and pick up my photos.” under the “Shipping” option on the order form. Once your order is complete, we will contact you the next business day to arrange for a drop-off time. Once your order is complete, we will reach out to you to arrange a pick-up time.

If I drop off my order, how do I get my photo scanning box?

For drop-off customers, you can bring the photos you would like to have scanned, based on the box size you choose on your order form, to our scanning facility. Our technicians will then kit your order for you in your photo scanning box. They will sort your photos by 50 in the photo bags, attach the order labels to each bag, and place them neatly in the photo scanning box. This process ensures that your order is kept safe and neat while at our facility. If you decide you would prefer to have your order shipped back to you, once it is complete, we will ship your order safely via UPS.

Packing

Once my box arrives, how do I prepare my order to send back to you?

Each order contains an instruction guide with information about each item in your kit, along with step-by-step instructions.

How should I prepare my photos before I send them to you?

Whether you choose to ship your photos or drop them off, take a moment to clean your photos before sending them to us. Our scanners are sensitive enough to pick up even the smallest speck of dust. It’s also likely that your photos have fingerprints on them. To ensure you get the highest quality digitized photos, use a microfiber cloth to clean your hard copy photos before we scan them.

I have a lot of photos in albums. Can I send the album in the photo scanning box?

To ensure the highest quality digitized photos, you will need to remove your photos from the album before placing them in the photo bag provided in your kit.

How can I ensure my photos arrive at your office safely?

Follow the instructions provided in the instruction guide in your photo scanning box. Be sure to set aside the outside UPS shipping box that your kit arrives at your home for reuse when shipping your kit back to us. Take care not to overpack the box. Overpacking can cause shipping issues and delays. Be sure that the original shipping labels on the outer box are removed or covered from when you received the shipment before shipping back to our facility. Firmly apply the pre-paid shipping label.

Delivery

How quickly will you process my order?

Our standard order processing is 2-4 weeks from when we receive your order. We will email you when we receive your order. We will email you again when we begin processing your order. We will also send you an email when your order processing has been completed. We’ll keep you informed every step of the way.

I need my photos scanned more quickly. Do you offer rush processing?

Yes. If you need your photos digitized quickly, choose Rush Processing on the order form. Rush Processing orders are completed 5 business days from the day of receipt.

Once my photos are digitized, how do you deliver them to me?

We offer three different delivery methods: digital download (also known as the cloud), DVD or thumb drive. If you choose the digital download option, you will have access to your photos on the Docuware cloud for one year from the time the order is completed. We also provide digitized photos on a DVD or thumb drive, which will be shipped to you along with your photos when your order is complete. On the order form, you will have the option to select multiple delivery methods. For example, you can choose the digital download option and a thumb drive. You can also order multiple copies of DVDs or thumb drives. These can make a great gift for family members.

Will my photos be returned to me after they are digitized?

Absolutely. After your photos are digitized, they are returned to the original photo bag you placed them. All of your photos are then repacked in the photo scanning box and returned to you.

Customer Service

I have a question. How do I contact you?

You can call us at 1-866-315-1742 or email us at [email protected].

When is customer service available?

Customer service is available Monday through Friday from 8:00 a.m. to 4:00 p.m. EST. We are not open on weekends or federal holidays.