Our technicians are taking extra steps beforehand at intake to check if the item is truly not able to be digitized, but sometimes items can slip through (such as blank tapes). The majority of the process has to be completed in order to discover that the tape is blank, which is why we charge for these items.
If we find any items that we cannot provide a digitized memory for, our technicians will upload a placeholder for the memory to the My FOREVER Box Center explaining why the memory was not able to be uploaded. It will also be noted on your box order form, which you should receive an updated copy of after everything is finished being digitized.
If you have any questions or concerns about your FOREVER Box order please contact us by emailing support@forever.com or by calling 1-888-FOREVER (367-3837) for further assistance.