Question 1

Do I need to take out the photographs from photo album?

Accepted Answer

You do not need to remove the photos from the album to avoid any damage. Capture uses AI glare removal technology to digitise your album, eliminating plastic glare, and employs AI technology to crop the photos.

Question 2

Do you include photo restoration as part of the digitisation process?

Accepted Answer

Yes, Capture's photograph digitisation service includes colour correction. If you require additional restoration services (such as repairing scratches, dust stains, blurriness, etc.), the cost will range from HK$250 to HK$500 or more per photo. Please contact Capture's customer service for a quote.

Question 3

Does Capture HK operate a branch in the United States?

Accepted Answer

Not exactly. Capture US is a sister company of Capture HK, and we share technology and expertise between our operations.

Question 4

What payment methods can I use for online order?

Accepted Answer

You can pay with credit cards (VISA, MasterCard, American Express, UnionPay).

Question 5

What payment methods can I use for in-store?

Accepted Answer

You can pay with credit cards (VISA, MasterCard, American Express), PayMe, Alipay, WeChat Pay, UnionPay QR code, Octopus, Faster Payments Service (FPS), Cash.

Question 6

If my media cannot be digitised, will I receive a refund?

Accepted Answer

Yes, if Capture find that we cannot complete the digitisation process while handling your media, we will refund.

Question 7

Can I use my own USB to receive the digitised files?

Accepted Answer

To ensure consistency in our outputs, Capture does not use customers' USB drives to directly store digitised files. If customers insist, we will first provide a Capture-provided USB and then suggest copying the files to their own USB.

Question 8

How long does photo album/ photograph digitisation take?

Accepted Answer

Capture will complete your order in approximately 28 days. The actual completion time depends on the number of orders Capture has at that time.

Question 9

Do you provide express services for digitisation?

Accepted Answer

Yes, we offer express services for an additional fee. For orders less than HK$1,000, there is a charge of HK$200. For orders exceeding HK$1,000, the express fee is 20% of the total order value. The entire order will be completed within one week.

Question 10

How long does videotape digitisation take?

Accepted Answer

Capture will complete your order in approximately two weeks. The actual completion time depends on the number of orders Capture has at that time.

Question 11

If I need to send slides to the United States for digitisation, how long will it take?

Accepted Answer

The process typically takes about 3 months, including delivery time.

Question 12

Is the pricing based on the size of my photos?

Accepted Answer

No, the price is the same for all photo sizes at HK$2.5 each.

Question 13

Do you charge based on the duration for videotapes/digital media?

Accepted Answer

No, our pricing is determined by the number of tapes/items and is not subject to any time restrictions.

Question 14

Will you repair damaged, broken, or mouldy videotapes?

Accepted Answer

Yes, there will be a service fee ranging from HK$100 to HK$400, which includes basic cleaning and splicing repair costs.

Question 15

Do you offer discounts?

Accepted Answer

Yes, you can subscribe to our newsletter to receive the latest offers and promotions. For discounts on bulk orders, please contact our customer service.

Question 16

Is there a minimum fee for your service?

Accepted Answer

No, but there is an HK$80 output fee (for either Google Photos or USB format) applied to each order.

Question 17

What is the price for Capture's slide digitisation service?

Accepted Answer

Capture charges only HK$6 per slide for digitisation.

Question 18

How will Capture process refunds?

Accepted Answer

Capture will process refunds according to the customer's original payment method. If the customer paid by credit card, the refund will be returned to the customer's credit card account within two to three business days (based on the bank's actual processing time).

Question 19

If I need to send slides to the United States for digitisation, how are the costs calculated?

Accepted Answer

You can contact Capture's customer service to inquire about the detailed service charges.

Question 20

How much does it cost to transfer a videotape into digital?

Accepted Answer

The digitisation fee is HK$200 per tape (regardless of length), and this does not include the output fee.

Question 21

How do I place an order for the digitisation service?

Accepted Answer

You have two options for placing an order: 1. Prepay online and schedule a drop-off 2. Schedule a drop-off and pay at Capture Experience Centre in Central

Question 22

If I have already removed photos from the album, how should I handle them?

Accepted Answer

Capture recommends placing the photos in a plastic bag for organisation. If you wish to store different photos or albums in separate digital folders, please label them clearly so that Capture can create the corresponding folders. Eg: 1990-01-01 Ocean Park

Question 23

What is your maximum supported photo size for digitisation?

Accepted Answer

We accept photo sizes up to 22 inch x 14 inch (55cm x 35cm). If larger, photos will be cropped to fit within these dimensions.

Question 24

I don’t need to digitise all photos inside my album, can I make the selection?

Accepted Answer

Yes, you can. Please label the photos you want to digitize before dropping off your album to ensure a smooth process.

Question 25

I don’t remember what I had recorded on my videotape, or maybe it's blank. Do you provide videotape checking service?

Accepted Answer

We do provide free tape checking service in our Central Customer Experience Centre, feel free to make an appointment on our website.

Question 26

Do you digitise copyright material?

Accepted Answer

We cannot intentionally digitise copyrighted materials as we do not have prior permission or own any intellectual property rights of commercial materials. Capture can digitise your personal and family photos and videos.

Question 27

What formats of slides are accepted for Capture digitisation service?

Accepted Answer

Capture can digitise the following slide formats: - 35mm (Process in Hong Kong) - Super 35mm (Process in Hong Kong) - 110, 126, 127, 127 Superslide (Process in the United States) - 120/220 Medium Format (Process in the United States)

Question 28

What formats of videotapes are accepted for Capture digitisation service?

Accepted Answer

Capture can digitise the following videotape formats: - VHS, S-VHS - VHS-C, S-VHS-C - MiniDV, DVC - Video8, Hi-8, Digital8

Question 29

What formats of digital media are accepted for Capture digitisation service?

Accepted Answer

Capture can digitise the following digital media formats: - Secure Digital (SD) - Smart Media (SM) - MultiMediaCard (MMC) - Compact Flash (CF) - xD-Picture Card - USB Flash Drive - CDROM

Question 30

Can Capture help me select photos that do not need to be digitised (eg. For example: landscape photos, blurry photos, or duplicate photos.)?

Accepted Answer

Yes. However, Capture requires manual selection, this service incurs an additional fee, which is 20% of the total order cost.

Question 31

Where is Capture Experience Centre?

Accepted Answer

10/F, Sea Bird House, 22-28 Wyndham Street, Central, Hong Kong Island.

Question 32

Can I use SF Express to deliver my media?

Accepted Answer

Yes, you can use SF Express for delivery. Please note that the relevant fees will be borne by the customer. In case of any loss or damage to the media during shipping, the customer will assume all associated risks.

Question 33

How should I prepare my media before drop-off?

Accepted Answer

If you prefer to have separate folders for different photos or albums, please label them clearly, so that we can create the appropriate folders. Eg. 1990-01-01 Ocean Park

Question 34

Do you provide delivery services?

Accepted Answer

Yes, for orders over HK$2,500, one free delivery trip is included. For orders over HK$5,000, two free trips are provided. Orders below HK$2,500 will incur a HK$200 delivery fee.

Question 35

How can I schedule a delivery?

Accepted Answer

You can schedule a delivery using our Online Appointment System on the Capture website or by sending a WhatsApp message to our customer service at 28828707. Please provide us with the following information: 1. Contact person’s name 2. Contact number 3. Preferred date and time\* 4. Address (\*Our delivery time: MON-FRI, morning 9am-1pm or afternoon 2pm-6pm, and SAT, morning 9am-1pm)

Question 36

Can I get my media (photo album/ photo/ videotape/ slide/ digital media) back when my order is finished?

Accepted Answer

Yes, we will return all your media back once the order is completed.

Question 37

What is the resolution of the photo after digitisation?

Accepted Answer

The resolution is 4K (3840× 2160 pixels).

Question 38

Do you offer any enhancements for the video, such as upgrading it to higher quality?

Accepted Answer

Unfortunately, we do not currently provide enhancements for videos. All videos will be captured in their original quality, and the condition of your tape will also affect the overall quality.

Question 39

What is the resolution of the video after digitisation?

Accepted Answer

The resolution is 720 × 576 pixels.

Question 40

Do you offer photo enhancement for slides?

Accepted Answer

Unfortunately, Capture currently does not provide photo enhancement services for slides. However, we ensure high-quality digitisation, capturing the original details of your slides as accurately as possible.

Question 41

Can Capture upscale the resolution of a photo?

Accepted Answer

Yes, our standard resolution is 4K. If customers need a higher resolution for specific purposes, Capture will charge an additional handling fee of HK$500 per photo.

Question 42

What is the format for the digitised photo?

Accepted Answer

We digitise each photo to a JPEG file.

Question 43

What is the format for the digitised videotapes?

Accepted Answer

The digitised videos are delivered in MP4 format.

Question 44

What will I receive after digitisation?

Accepted Answer

You will receive your original media and a digital copy of your media in a downloadable format (Google Photos/USB).

Question 45

What should I do if my Google Photos storage is full during the uploading process?

Accepted Answer

If you're close to or exceeding your storage limit, you can: - Permanently delete files to clear space. - Upgrade your storage: You can purchase additional Google Photos storage on Google One\*\*. \*\*Google One is a subscription service plan offered by Google, not by Capture HK.

Question 46

What is the file size after digitisation for photos and videos?

Accepted Answer

Normally, it would be 3MB on average for a photo. For video, it just depends on how long your video is. FYI, It would be around 1GB for one hour of video.

Question 47

If my media comes with a title, will you name it for me after digitisation?

Accepted Answer

Our default naming format would following by "yy/mm/dd - title" Eg. 1996-09-08 Baby's Birth If there is no title on your media, it will be named by our internal item code and a item code sticker would place on your media for your easy reference. If you have a specific naming format, please contact our customer service when ordering.

Question 48

Will you help with video clipping?

Accepted Answer

The digitisation process is automated, so no native video clipping will be provided. However, if video editing is needed, Capture recommends utilising online video editing tools for the task.

Question 49

Where can I find my digitised photos and videos on Google Photos?

Accepted Answer

You can go to the Library section of Google Photos, where you will see all digitised media organized into separate folders if requested.

Question 50

Can Capture export digitised files in DVD format?

Accepted Answer

No, currently Capture only offers Google Photos and USB as output formats.

Question 51

If I decide not to keep my media (photo albums/photos/videotapes/slides/digital media) after my order is completed, do you offer any disposal services?

Accepted Answer

Yes, Capture offers disposal service at a cost of HK$16 per kg. For details on the actual charges or to arrange the service, please contact our customer service team.

Question 52

Does Capture provide photo printing services?

Accepted Answer

No, Capture recommends that you find a photo printing service on your own after obtaining the digital files.

Question 53

Can I use Google Photos from my computer?

Accepted Answer

Yes, Google Photos is accessible on any browser via . This means that any device that is connected to the internet can access Google Photos. You are also able to install the Google Photos app on Android devices, as well as Apple iPhone iOS, and iPadOS.

Question 54

Does the digitising process work locally?

Accepted Answer

Yes, all media will be processed in our Central office.

Question 55

Will you lose my media?

Accepted Answer

We have 24 hours CCTV in CEC, office area and operation area, and all of your media will have a tracking code to identify which order they belong to, and only the operator can access and work on your order.

Question 56

How long does Capture store a backup of my digitised memories?

Accepted Answer

For processing purposes, we need to temporarily store files on an encypted secure server, where files are automatically deleted after 30 days. This will mean that we are unable to recover the files for customers after that time, and customers will need to place another order to digitse the media again.

Question 57

Can you see my media on Google Photos?

Accepted Answer

Capture does not have access to your Google Photos for any other purpose other than uploading the digitised photos or videos, and there is no functional need to retain this upload access once the order is complete.

Question 58

Will you put my media/digitised files on your website or anywhere?

Accepted Answer

No, we will not put customer's media on our website or anywhere, unless we get the customer permission.

Question 59

What are the dimensions of The Frame?

Accepted Answer

The Frame features a 10.1-inch touchscreen.

Question 60

What is the warranty period for The Frame?

Accepted Answer

The Frame includes a one-year warranty.

Question 61

Does The Frame need to be charged with the AC adapter?

Accepted Answer

Yes, it must be plugged in with the AC adapter to use.

Question 62

How many photos can I store in The Frame?

Accepted Answer

You can view 16000 photos with 32GB storage. And you can add up storage with your micro SD card.

Question 63

Can I view video with The Frame?

Accepted Answer

Yes, The Frame is supported to play maximum 15 sec video.

Question 64

Can I view my photos with my micro SD card without importing files into The Frame storage?

Accepted Answer

Yes, you can find this function by "Setting"-->"Manage photo"-->"Play from external storage"

Frequently asked questions

Media Digitisation Process

Orders and Fees

Drop-off and Pick-up of Media

Digitised Product

After-sales Service

Privacy and Security

The Frame

Any Questions?
Feel free to contact
our Memory Specialists