Will the DVD play in my DVD player?
Timeless DVD uses the DVD-R format, a DVD disc type that is compatible with approximately 95% of all existing home DVD players – but not all. Check your DVD player documentation to see if it supports DVD-R. If you have specific requirements for a different format, such as DVD+R, please let us know in advance and we will do our best to accommodate you. You can also check known format incompatibilities for your DVD player make and model at: www.videohelp.com/dvdplayers. The good news is that at this point in time, it is extremely unusual for a current DVD player to be incompatible with a Timeless DVD disc.

Timeless DVD takes a few steps to ensure that our DVDs will play in your player after we transfer tape to DVD. First, we use high-grade Taiyo Yuden discs, which are well-known for having few compatibility issues. We employ a careful process that includes professional DVD authoring software, which ensures that our DVDs are compliant with official DVD specifications. We also verify every disc after it has been burned, both electronically and by testing it out in a real, consumer DVD player. And we use on-disc printing rather than sticky labels, which can peel.

Finally, we guarantee that our DVDs will play in your specific player if you have written its make and model on the order form. That enables us to research your exact DVD player before finishing your project. However, it is very important that you list your player ahead of time, before we create your disc! This is an extra measure of service that few other DVD transfer services provide, but we think it is essential to avoiding potential problems.

If you have any doubt about your DVD player's compatibility before placing your order, please contact us and we will research your player to determine whether it will be compatible. As an additional measure of safety, we can send a copy of our Sample Disc to you, which you can then try out on your player. If it works, then you shouldn't have trouble with any other disc we provide.

We do not offer refunds for incompatibility reasons. With DVD players commonly priced at less than $50 these days, we simply advise you buy a player that is compatible – as most current ones will be.

What should I do if my DVD doesn't play?
If you provided your model number and we sent a disc that should have been compatible, we recommend that you first follow the instructions below for cleaning your DVD or player. You might have a bit of dust or dirt in your machine. If you did not specify your player on the order form, we will need to know the make and model before sending a replacement disc, and you will need to return the disc you have first.

What if my DVD plays, but is defective or damaged?
If you have trouble with your DVD when you receive it, please let us know immediately. If the DVD was cracked or broken during shipping, we will replace it. We electronically and visibly inspect every disc before it ships out, but damage can occur.

If you see recording defects while viewing your DVD transfer that are NOT evident on your source recording, let us know immediately. After you return the DVD disc and your original tape to us, we will transfer your video again, free of charge. However, please keep in mind that this offer is limited to instances where the disc shows issues that are not on the original recording, and that some defects on the original tape may carry into the DVD version.

The DVD doesn't work on my DVD player. Can I get a refund?
Due to the time and labor involved when we copy video to DVD, Timeless DVD does not offer refunds based on player incompatibility. We ask that you provide the make and model of your DVD player on our order form so we can avoid any compatibility problems ahead of time. If you do not do this, we cannot re-author your project or provide a new disc after the order is completed.

Our DVDs are compatible with almost all DVD players and, more importantly, are compliant with DVD standards and specifications. For this reason, absent a scratch or dirt on the disc, any problem almost certainly lies with a DVD player's internal working rather than our disc.

Since the cost of a DVD player is so low these days, it is a far better solution for you to purchase a new player. Unfortunately, it is simply a fact of life that some DVD players do not play DVD-R discs. This does not mean that the disc is faulty, or that most other players won't play it.

We also do not issue refunds or redos for incompatibilities with all the DVD players that might ever play your disc. If you have a family member who borrowed your DVD but whose DVD player won't play the DVD, a solution would be to order another copy. Then you would provide us with the make and model of the person's DVD player so we could create a compatible disc for that player.

How do I clean my DVD disc or DVD player?
If your DVD is simply "stuttering" in the DVD player, and you know DVD-Rs usually play fine in it, you may have a slightly dirty disc or DVD player. Because short-run DVDs lack the plastic coating of mass-produced store-bought DVDs, they are highly sensitive to the tiny particles that are commonly found in most DVD players. Dust or dirt on the player's laser can cause pausing, stopping, skipping and soundtrack issues.

When this happens, we advise you first to clean your disc. Many problems can be solved by wiping your disc with glass cleaner and a soft paper towel. Spritz the disc, then wipe straight out from the center hole to the outer edge, all the way around the disc (not in a circular fashion). When the DVD is dry, try playing it again.

If that doesn't work, a second solution is to play a DVD laser-lens cleaner in your DVD player. A DVD laser-lens cleaner is a DVD disc containing tiny brushes that "sweep" your DVD player's laser lens, and it can be purchased at most electronics stores. If you have never cleaned your DVD player's lens before, you run the cleaner at least 2-3 times to ensure that all of the dust and dirt is removed.

If these steps haven't solved your problem, just let us know and we will replace your disc. We may ask that you send back your disc so we can examine the error.

Why do DVDs have incompatibility problems?
A short-run DVD is constructed differently than a DVD you buy in a store. Commercial DVDs are "pressed" in mass quantities in large replication facilities, use a slightly different specification, and have few compatibility issues as a result. But most DVD transfers and slideshows do not need more than a few copies, and so they are burned rather than pressed, using dye to write the data rather than a glass mold.

Manufacturers of inexpensive players often cut costs by omitting features, including aspects of DVD specifications. This creates DVD compatibility issues with various disc formats. Older machines can also have compatibility problems because DVD technology has changed over time. If your player has problems playing DVD-R discs, there is a good chance that you will eventually experience problems with other discs as well, even commercial movies. We recommend that you purchase a newer player that is more compatible.

In addition, not all DVD discs are created equal. While they may all look the same discs are manufactured by different companies, and quality control practices vary widely. This is even true for so-called "name brand" media. Even when purchasing the same brand at two different stores, you don't really know what type of discs are really in the box unless you check them with specialized media code software applications, which read the manufacturing codes embedded on the disc itself. Lesser quality discs may be compatible with fewer players, or play more erratically over time.

Because of this, Timeless DVD is extremely careful when we stock DVD media. We only purchase Taiyo Yuden discs (well-regarded as the best quality disc available) from reputable suppliers who guarantee that their media to be authentic. We also utilize media code software to double-check our discs. Rest assured, we try our best to make sure all the discs we provide are compatible!

Will the DVD play on my computer?
If your computer has a DVD drive, your DVD will be playable in it. A PC needs to have DVD player software installed such as PowerDVD or WinDVD, while Macs are equipped with built-in DVD player software. However, keep in mind that our DVDs are primarily intended for viewing on a television. Computer monitors have higher resolution and so your DVD may not look as good there as it does on your TV. In particular, excessive brightness and "jagged edges" are frequently apparent when watching a DVD on a computer.

I'd like to send my DVD to my relatives in Germany. Will they be able to watch it?
The bottom line is that we cannot guarantee that the NTSC we create for you will work with your relatives' DVD player in Germany (or England, or France). However, it might.

Different areas of the world use 3 main television standards. The system used in the U.S. and Canada is called NTSC. Western Europe and Australia use a system called PAL, and Eastern Europe and France use SECAM. The standards are distinguished by the number of horizontal lines on the screen, the frame rate, and for digital signals, the pixel dimensions of the screen.

Because of these different standards, it is usually impossible to view a video program or DVD that is recorded in a country that uses a different television standard than yours. However, we have heard that PAL DVD players are often able to play NTSC DVDs (while the reverse is generally not true). At this time, Timeless DVD cannot create PAL or SECAM DVDs for your overseas relatives.

Video camera transfer and more - policies

Do you offer a guarantee or refunds?
We guarantee our work. We are committed to any errors we make or fixing any problem that is not inherent to the original video. For example, if your disc has an authoring error, we will replace the disc, free of charge. If we have misspelled a name on the title of your DVD case, we will fix it, free of charge. If the DVD transfer has a glitch that isn't on the video tape, we will redo the transfer, free of charge.

Please note, however, that we cannot offer refunds, due to the time and labor involved in converting VCR tapes to DVD. Remember that not every quality issue on a video tape can be fixed in a DVD transfer. Also, if you require changes to be made to your DVD that were not part of the original order, we charge a $20 reauthoring fee, plus the cost of the additional work.

Refunds are never issued for incompatibility reasons due to the work involved when we video convert or create slideshows. DVD players cost less than $50 these days, so we advise that you simply purchase a new player.

What is the cancellation policy?
You may cancel your order at any point in the process. However, we will charge for any work we have done up to the time of cancellation. If we need to mail your materials back to you, you will need to pay for the return shipping as well. All costs must be paid before we can return your project.

Do you provide references?
Our privacy policy does not permit us to disclose our customers' personal information, so we cannot provide references. However, we provide a Testimonials page, where we're proud to post comments from our customers and photos of their real DVDs. We also show samples of our work on our Video Slideshow page and on our Sample Disc, which enables you to see the high quality of our video transfers before you place your order.

Will my DVD be kept confidential?
We respect your right to privacy. Your personal information and the contents of your DVD are never shown or disclosed without your permission. We ask customers for written consent if we would like to use photos of their DVDs on our Testimonials page or clips of their projects on our Sample Disc. We do not show your DVD to any prospective customers unless you have specifically granted permission for your video to be used on our Sample Disc.

Does Timeless DVD keep a copy of my DVD?
Yes. We keep a master copy for two reasons. One is so we can produce additional copies for you at any time in the future. A second reason is security: no matter what happens to your DVD disc, a copy is always backed up in our archives. If you do not want us to keep a copy of your DVD in our archives, please let us know before we work on converting home movies for you.

VCR Tapes to DVD - samples

Can I see a sample of your work?
Absolutely! We believe that the best way to show you our abilities is through work we've done for previous customers. You can watch excerpts of our slideshow work on our Video Slideshow page, or order a copy of our Sample Disc. Photos of DVDs we have produced are available throughout this website as well.

I e-mailed to request a Sample Disc. Why didn't I get one in the mail?
We request that you mail $3 to us first in order to receive a Sample Disc. This $3 "borrowing fee" is fully refunded to you if you return the disc or place an order with us.

Why does the Sample Disc cost $3?
We ask for $3 as a "borrowing fee" to cover costs associated with producing the disc and mailing it. We instituted this policy after we were swamped with requests for the Sample Disc and could not continue to cover the costs for free. But if you're seriously considering a DVD project, you owe it to your wallet to see what a video to DVD service can do before placing an order. Plus, your $3 is fully refunded if you place an order or return the Sample Disc. So there's no risk whatsoever!