Frequently Asked Questions

Can I speak with a live representative at Heirloom?

Yes. You can call us anytime at 1-800-284-9939. Our telephone agents can instantly answer basic questions and process requests to get started by mailing a free media bin. If you should have a complex question, our agent will have the appropriate Heirloom representative contact you immediately to provide the correct answer.

How long does the process take?

We intend to delight our customers with a high quality service that is fast and easy to use. However, we sometimes experience a rush of orders that creates a backlog. Therefore, our goal is to under-promise and over-deliver, so please expect one to three weeks for completion once received at our digitization facility. If speed is critical, simply note this on your “Get Started” form so we know better how we might further serve you.

Can I mix and match different types of media in one order?

Yes, of course. It’s not unusual for us to receive a bunch a VHS tapes, a few Polaroids, some slides, an audio cassette, and even a few college term papers produced on an old school type writer.

What if I all my memories don’t fit in the heirloom media bin?

Please contact sales and we can discuss sending you something larger than our standard size media bins.

How long will it take to receive my media bin?

Bins are shipped out the next business day by first class mail. For most of the US population, the media bin will be received within two business days.

How safe is the media bin for my heirlooms?

The media bin is a 200 pound test corrugated cardboard literature mailer containing enough packing materials to appropriately secure any quantity of media. It also contains an industrial strength plastic bag and zip tie to keep your media water tight inside the bin. This packing portfolio was approved by the Heirloom underwriters to be insured for loss or damage for up to $1 million per occurrence.

What care is taken when handling my media?

Heirloom treats your media like precious material. We wear photo handling gloves and wipe photos clean of dust and debris before scanning.

How does document scanning work?

Automatic Fed Documents up to 8 ½” x 14” are the most economical way to transfer paper documents to Portable Document Format (PDF) digital files. Fragile documents, those with a paper thickness greater than 1mm, and those no greater than 11” x 17” will be treated as Manual Fed Documents. All documents are text coded by Optical Character Recognition (OCR) as a searchable PDF.

Is Heirloom environmentally responsible?

You bet! We may have noticed we use only biodegradable packing peanuts made from starch, but we also have a variety of other initiatives to “Reduce, Reuse and Recycle”. By transferring your media to the scalable cloud, Heirloom is a leader in keeping out of our landfills. We believe it’s highly irresponsible for others to continue transferring old media to plastic DVDs.

Why do you not accept coupons?

Heirloom respects your intelligence. We will not inflate our price in order to present you with 50% off coupons. We occasionally adjust prices on our website to account for market conditions, but our low price is our lowest price. This respect for our customers has made Heirloom as the fastest growing of all Legacy Box competitors.

What if I don’t like your service?

You only pay if you like our service. The Heirloom founders are adamant that customers pay us only when we provide value. Therefore, we constantly strive to delight you with our offering, something we feel is lacking from the marketplace. If for some reason you feel we haven’t lived up to our promise, you simply complete a five-minute survey so we learn how to do better in the future. Then, we’ll return all your original materials to your home and you will have paid nothing. Never a charge, no messing with a credit card refund.

Explain your logo.

The Heirloom logo is a cloud rolling through a piece of analog film. In the old days, media was analog, like the guide holes on a piece of film. But now we can make a digital coding of all media and share it at the speed of light on the cloud. This is the best way to digitally curate your memory files.

What is your mission?

In 2019, we defined the Heirloom mission as "Preserving Priceless". It's near impossible to place a value on your cherished media, so we want to ensure it's saved for all your family to enjoy, forever. We measure our corporate effectiveness by the number of consumers for whom we have preserved their priceless memories. Heirlooms on the cloud allows us to be mission effective for you!