1.1 Processing time
Orders are processed on business days (Monday through Friday, excluding federal holidays). Kits ordered before 2:00 PM EST ship the same business day. Kits ordered after 2:00 PM EST ship the next business day. During promotional periods (Black Friday, Mother's Day, etc.),processing time may extend to 3 business days. We will notify you of any delay by email.
1.2 Carrier and transit time
Kits ship via UPS Ground. Standard transit time is 2–5 business days depending onthe distance between your location andour facility in Chattanooga, Tennessee. You will receive a UPS tracking number by email when your kit ships. ReelKeeper does not offer expedited kit shipping at this time.
1.3 Shipping address
Please ensure your shipping address is complete and accurate at the time of purchase. We ship to residential and commercial addresses in the 48 contiguous United States. We do not ship to P.O. Boxes, APO/FPO addresses, Alaska, Hawaii, Puerto Rico, U.S. Territories, or international addresses.
1.4 Undeliverable kits
If your kit is returned to us as undeliverable due to an incorrect or incomplete address, we will contact you by email. You may request a reshipment at no additional charge within 30 days. After 30 days, we may cancel the order and issue a refund minus the original outbound shipping cost.
2.1 How to pack your box
Your kit includes a crushproof shipping box, protective foam inserts, a barcode sticker for each item slot, and a Welcome Guide with step-by-step packing instructions. Please follow those instructions carefully. The most important rules are:
2.2 The prepaid return label
Your kit includes a prepaid UPS return shipping label. This label is pre-printed and does not require a printer. Simply apply it to the outside of the sealed box and drop itoffat any UPS Store, UPS Access Point, or UPS drop box. Keep your drop-off receipt as proof of shipment.
2.3 Return label validity
Prepaid return labels are valid for 90 days from the date of your order. If your label has expired, contact us at support@reelkeeper.com and we will issue a new label at no charge.
2.4 Media we cannot accept
We cannot accept the following items in your kit:
If we receive items we cannot process safely or legally, we will notify you and ship them back at your expense.
Once UPS scans your sealed and labeled box at a drop-off location, ReelKeeper assumes responsibility for your media. Your shipment is automatically insured against loss or damage while in transit to our facility and while in transit back to you.
Standard coverage by kit:
declared value
declared value
declared value
declared value
If your media has a known value exceeding the standard coverage for your plan, contact us before shipping to arrange additional declared value coverage. Additional declared value coverage is available at cost.
Coverage applies to physical loss of the package; physical damage to media caused by shipping (drops, crushing, water); and damage caused by our facility (fire, flood, equipment failure).
Coverage does not apply to pre-existing media degradation (age-related tape deterioration, prior water damage, prior mold exposure); media that was already unplayable before shipping; loss of sentimental value; or consequential losses (emotional distress, business losses, etc.).
If your media is lost or damaged in transit, contact us within 14 days at support@reelkeeper.com with your order number and a description of the issue. We will file the UPS claim on your behalf, keep you updated on the status, and resolve the claim within 30 days where possible.If a claim is approved, any payout will be subject to your declared value coverage limit.
4.1 Receipt confirmation
We will notify you by SMS and email within 1 business day of receiving your box at ourChattanooga, Tennessee, facility. Your tracking number will update in your account.
4.2 Chain of custody
Every item in your order is assigned a unique barcode that links it to your order record. Your items are tracked at every station in our facility — intake, cleaning, digitizing,quality checking, and repackaging. No media leaves our facility without being logged.
4.3 Standard processing time
Standard processing time is 10–12 weeks from the date your box is received. This window covers high-volume periods. If you need faster service, add Rush Processing at checkout for a5–7-business-day turnaround from receipt. We do not offer rush upgrades after your box has been received.
4.4 Processing delays
If your order is delayed beyond the standard window due to volume, technical issues, or a media condition that requiresspecial handling, we will notify you by email with an updated estimate. You may cancel your order and receive a full refund if you notify us before processing has begun.
5.1 How we pack your originals
Your original media is returned in the same crushproof ReelKeeper box, repacked with protective foam inserts and clearly labeled. We do not reuse inadequate packaging materials.
5.2 Return shipping carrier and transit time
Originals are shipped back via UPS Ground. Standard transit time is 2–5 business days from our facility in Chattanooga, Tennessee**,** to your address. You will receive a UPS tracking number by email when your originals ship.
5.3 Delivery confirmation
We require UPS delivery confirmation (signature is optional) for all return shipments. If UPS shows your package as delivered but you have not received it, please check with neighbors and building management, wait 24 hours, and then contact us at support@reelkeeper.com. We will assist with a carrier investigation.
5.4 Opting out of returns
If you do not want your originals returned — for example, if storage is not possible — you may opt out of return shipping at checkout. Mediathat you choose not to have returned will be securely and responsibly disposed of after digitizing. We cannot retrieve media after disposal has occurred. This decision is irreversible.
6.1 How your files are delivered
Digital files are delivered via a private, secure cloud link emailed to the address on your order. The email is sent within 1 business day of your order being fully processed and quality-checked. Check your spam folder if you do not receive it within that window, or contact us to have the link re-sent.
6.2 Download window
Your cloud access window begins on the date your download link email is sent. Download windows by plan: Starter — 30 days; Family — 30 days; Closet — 1 year; Trunk — lifetime. Extended cloud storage add-ons begin from the same date. We recommend downloading all files to at least two separate locations (e.g., a computer and an external hard drive) before your window expires.
6.3 File delivery failures
If you experience technical issues downloading your files, contact us at support@reelkeeper.com within your access window. We will provide technical assistance and extend your access window if a platform issue on our end caused the problem.
ReelKeeper currently ships only to the 48 contiguous United States. We do not accept orders from or ship to: Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands, APO/FPO military addresses, or any international address. If you are outside our shipping area and would like to discuss a custom arrangement, contact us at support@reelkeeper.com.
For any shipping-related question — lost packages, delayed kits, return label issues, or damaged media — contact our support team:
