How It Works
The complete process — from submitting your case to getting your photos back.
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Step 01
Create an Account & Submit Your Case
- •Create a free account — it takes 30 seconds.
- •Fill out the intake form: tell us what kind of device you have, roughly how much storage it holds (this determines your pricing tier), and what happened to it.
- •Choose how you'd like to send us the device: mail it yourself, or pay a small pickup fee and we'll come collect it from your location.
- •Choose your preferred delivery method: digital download (included) or a new physical device mailed back to you (device + shipping cost added).
- •Agree to our terms of service — specifically the no-recovery guarantee and non-refundable pickup fee policy.
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Step 02
Send or Hand Off Your Device
- •If mailing: package your device carefully and ship it to our address (shown after you submit). We recommend a padded envelope and tracking.
- •If you chose pickup: we'll contact you to schedule a convenient time and location to collect the device.
- •Once we receive it, we'll update your case to "Device Received" and send you an email confirmation.
- •Important: do not try to access or write to the device after it fails. Every write operation can overwrite recoverable data.
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Step 03
We Attempt Recovery
- •We run professional-grade recovery software on your device locally — your data never leaves our possession.
- •The scan time depends on your device size: small cards (under 16GB) typically finish in 1–2 hours; large drives (512GB+) can take 24–72 hours.
- •We'll update your case status as we progress. You'll receive an email when the scan completes.
- •If we recover files, you'll be able to preview thumbnails through your account dashboard before deciding to pay.
- •If nothing is recoverable, we mark the case as "Recovery Failed" — no charge, and your device is returned.
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Step 04
Review, Pay, and Receive Your Files
- •Log in to your dashboard and review the thumbnail previews of recovered files.
- •If you're satisfied, complete payment. Your final bill includes the recovery fee for your tier, plus any pickup fee, device cost, or shipping you selected.
- •For digital delivery: your full files unlock immediately after payment. Download them directly from your dashboard.
- •For physical delivery: we'll purchase a new device (SD card, USB drive, etc.), copy your files to it, and ship it to your address. Tracking info is added to your case.
- •Your case closes automatically once delivery is confirmed.
📬 Mailing Address
Once you submit your case, the mailing address will be shown on your confirmation page and in your case dashboard. Please include your case ID on the outside of the package.