Frequently asked questions

What is an Heirloom video book?

An Heirloom video book is a physical book with an integrated video player we send directly to an address of your choice. You select your videos on our website or app and we do all the hard work of shipping a video-playing book right to your loved-one. You can upload videos from your computer, your phone or directly from Facebook or Instagram.

How do I upload my video?

To begin, simply click on the "Buy Now" button on our homepage. A few seconds after you complete the checkout we will send you a special link to our book builder. There you can select the videos you want to share, drag-and-drop the videos into the order you want them to appear and preview the video before you finalize your book.

Are there limits to the size of the videos I can send?

The Heirloom video book will accommodate up to about 10 or 20 minutes of HD video. If you have a special video which is longer than 20 minutes, please send us an email at help@sendheirloom.com and we will do what we can to accommodate it.

Why is the preview of my video black?

Due to the limitations of the web platform not all videos are previewable in your web browser. Simply email us at help@sendheirloom.com and we can share a final preview with you before shipping your video book.

How much does an Heirloom video book cost?

We charge $49 including shipping within the US. Video players are expensive, but we have worked hard to make Heirloom as affordable as possible.

Why do I see two order confirmations?

We actually process two orders, one when you purchase the video book, and a second when you upload your videos and enter the shipping address. It's not an ideal process but it works!

How long will it take to process my order?

Heirloom typically processes and ships orders within 24 hours during the work week. We generally use USPS shipping for your finished video book. Due to the current COVID pandemic, shipping dates are at-best approximate and can't be guaranteed, unfortunately.

Do you offer rush shipping?

Yes! We have an Express shipping option which grants you faster order processing and two-day shipping. You will receive the option to purchase this when you have uploaded your videos, not during the initial video book purchase. If you need your order rushed beyond that, please email us at help@sendheirloom.com.

Do you ship internationally?

We do! We don't support international orders on our website or our app yet, but we will happily work out an international shipping quote for you. Additional shipping costs generally total to between $20 and $50 USD depending on the destination country and speed you desire. Please email us at help@sendheirloom.com for further details.

If I have a video file on a thumb drive or my computer, can I mail it to you?

We are only able to accept videos via the Heirloom website and Heirloom app at this point. Feel free to email us at help@sendheirloom.com for help!

How does the recipient charge the Heirloom video book?

Your recipient will not need to charge anything to watch your video. When the book is opened the video immediately and automatically plays. The book should play for at least a full hour (over six repetitions of the longest video length we support) without charging. Should the recipient wish to watch it further, simply plug the included USB cable into an outlet adapter or right into a computer to recharge the battery, and return the book to them.

Does my recipient need to have a computer or phone? Do they need Internet or WiFi?

No! Heirloom video books start playing your video(s) the moment they are opened. The books do not need to be initially charged or interfaced with technology in any way. If you can look at a photo, you can watch an Heirloom video book.

Do Heirloom video books support playing my video’s sound?

Yes, our Heirloom video books include a tiny speaker which will play any sound recorded with your video. We automatically optimize your video’s audio so it sounds great.

What are the technical specs of the video player?

The player uses a 5" HD LCD screen with a resolution of 854x480. It includes 256 MB of memory, which translates to over ten minutes of video in most cases. The book also integrates a USB-rechargable battery which lasts for approximately one hour of playback, and a single speaker.

What video formats do you support?

We support all popular video formats, including mp4 and mov files. We accept any reasonable video resolution, but if you wish to minimize your upload time please use 480p resolution (854x480 pixels). Please note that although not all video formats are playable on the web currently, and some videos may not appear in our preview, they will still be correctly loaded onto your video book.

What’s your return policy?

Our books are a custom product made just for your recipient, which limits our ability to provide a refund on delivered orders. If you are not satisfied for any reason however, please contact us and we will make it right. We will also happily replace any book that has technical issues. Please contact us at help@sendheirloom.com to receive return authorization.

How do I track my order?

Your tracking number will be included in the email you receive when your order is confirmed. Feel free to send us an email with any tracking related questions to help@sendheirloom.com.

Do you offer bulk discounts? Can you include my branding on my video books?

Yes! We can support orders of any quantity, and offer a healthy discount for large orders. We can also add your branding using either custom stickers or book covers depending on quantity ordered. Email us to get things started at help@sendheirloom.com.

Can I recycle my Heirloom video book?

Absolutely. Please mail the book back to us at 4200 Wisconsin Ave. NW #106-274, Washington DC 20016 and we will happily recycle it free of charge.

Can I load new video onto my Heirloom video book?

Yes, we want you to get as much value from your Heirloom video book as you possibly can. If you are interested in manually loading your book feel free to connect it to any computer and transfer your video files just as you would load them onto a USB thumbdrive. Please be aware that we cannot accept responsibility or offer support for any book or video which has been loaded in this way.

Do you have an affiliate program?

Yes! You can learn more through our affiliate partner ShareASale.

Where can I obtain a PNG/SVG of the Heirloom logo, product photography, or other media?

Visit our press downloads page.

How do I contact Heirloom with questions or suggestions?

Heirloom is a family-run startup that welcomes your questions and is eager to hear any ideas to improve our service and product. Please email us at help@sendheirloom.com with any questions and feedback and we will respond shortly.