01 / Overview
Every order ships through FedEx or UPS on FPL’s commercial accounts. That means professional rates (typically 20 — 30% below retail), full tracking, and standardized claims handling.
You receive a prepaid label from us at order confirmation. We pay return shipping at-cost on the same commercial account. Insurance is included on every shipment inbound and outbound.
This is a working draft. Final policy will be reviewed by counsel before launch.
02 / Inbound shipping
Prepaid label
When you place an order, we generate a prepaid FedEx or UPS shipping label and email it to you. The label is created at your ZIP code, sized appropriately for your collection, with the correct service level for our turnaround commitment.
At-cost rates
Shipping cost is shown as a line item on your estimate. You pay exactly what the carrier charges us — typically 20 — 30% below retail rates because of our commercial account. No markup, nothing added.
Drop-off
Take the package to any FedEx or UPS location, or schedule a pickup from the carrier’s website. We don’t recommend residential mailbox drop-off for insured packages — counter drop-off generates a receipt and an immediate tracking scan.
03 / Return shipping
We ship your originals back via insured tracked FedEx or UPS at the conclusion of the project, the same day digital delivery happens. Return shipping is billed at-cost on our commercial account, shown as a line item on your final invoice.
Original media returns in the same physical condition we received it (minus any splice repair we performed for safe scanning, which is documented in the condition report). Reels are returned on new archival-grade plastic reels if originals were damaged or unsafe; otherwise on the original reels.
For institutional and large professional orders, custom return arrangements are available — including dedicated freight, chain-of-custody hand-off, and on-site delivery.
04 / Insurance & risk of loss
Every inbound and outbound shipment includes $500 declared value insurance automatically through the FedEx or UPS commercial account. For higher declared values, we offer additional coverage at roughly $1 per $100 of additional coverage — request at order or by email before shipment.
Risk of loss framework:
- From you to the carrier — your responsibility (use the prepaid label, drop at counter, get a receipt)
- In carrier transit — the carrier’s liability up to declared value
- At our facility, after carrier “received” scan — our responsibility per our liability policy
- In return-carrier transit — the carrier’s liability up to declared value
- From carrier to you on return delivery — the carrier’s “delivered” scan completes the chain
We recommend declaring at least the replacement cost of any digital deliverable plus any sentimental or research value you assign to the originals. Insurance can’t replace irreplaceable content, but it can cover the cost of the digitization work and the physical media itself.
05 / Packing guidance
We email a packing guide specific to your media when you place an order. The short version:
- Sturdy box. Rigid corrugated cardboard, not a mailer envelope. New box if you have one; double-walled is best for heavier collections.
- Padding. 2+ inches of crumpled paper or bubble wrap on every side. Items shouldn’t shift when you shake the box gently.
- Reels in cans. Film reels are safest in their original metal or plastic cans. If you don’t have cans, wrap each reel individually.
- Inventory list. Include a paper list of what’s in the box, with your order reference number. We match it against arrival.
- Waterproof seal. Tape every seam. If outside tape looks like it could separate in transit, add a layer.
- Drop at carrier counter. Get a receipt with the tracking number printed on it.
For damaged or fragile film (vinegar syndrome, brittle reels), ship it as-is — don’t try to unspool, inspect, or clean before shipping. Our intake inspection is exactly where that work happens safely.
06 / International orders
We routinely handle Canadian and Mexican orders — straightforward customs, similar turnaround.
For other international shipments, customs documentation adds 2 — 5 business days to each leg of the trip. Import duties and taxes at the destination country are the customer’s responsibility. We declare the value as documented on your order; misrepresentation isn’t something we participate in.
Before placing an international order, send an inquiry — we confirm the shipping approach, total transit time estimate, customs documentation requirements, insurance options, and any country-specific considerations. Some specialty materials (large institutional shipments, hazmat-classified media) may require additional documentation.
07 / Tracking & delivery
You receive a tracking link when the inbound label is generated and again when the return label is generated. Both links update through the carrier’s public tracking system in real time.
We send proactive email notifications at: inbound shipment received at our facility, intake inspection complete, scanning begun, files ready for delivery, and return shipment dispatched. For institutional and Archival tier orders, additional notifications cover phase transitions in the workflow.
Default return shipping is signature-not-required. For high-value collections or if you prefer signed-for delivery, request that at order or by email — no additional charge in most cases.
08 / Damage or loss in transit
Tracked, insured shipments rarely lose or damage media — single-digit incidents across thousands of packages over many years. If it does happen:
- You report the issue to us immediately upon discovery (inbound or return). The faster we know, the easier the claim.
- We file the claim with the carrier on your behalf. We have direct relationships with both FedEx and UPS commercial-account claims teams; this generally moves faster than retail claims.
- You receive insurance proceeds up to declared value. Carrier-determined and paid by the carrier directly to the declared owner.
- We offer to replicate the digitization work at no charge if the loss occurs after we’ve scanned the media — we already have your digital files. If loss occurs before scanning, we refund any work-related charges and waive shipping fees on the next attempt.
For irreplaceable original content, insurance is a financial backstop but not a replacement. We treat every shipment with the gravity it deserves; the volume of successful door-to-door deliveries reflects that.
See our full liability policy for the broader framework on physical damage and digital risk.
09 / Contact
Questions about a specific shipment, packing guidance, international orders, or a claim: hello@filmpreservationlab.com. Replies within one business day.