How to ship your device for data recovery

Before shipping

• Contact us first by WhatsApp, phone or form, and we will confirm whether shipping makes sense.
• Power the device off and stop testing it, because each attempt can make a failure worse.
• List your priority files and folders.
• If the device is encrypted, find the password or recovery key, but never write it on the outside of the parcel.

What to send

• The affected drive, SSD, USB flash drive or memory card. For computers and laptops, confirm with us whether the full device is needed.
• For RAID and NAS, send all drives, labelled by position. Tell us the model and we will confirm whether the enclosure is needed.
• A sheet with your name, contact, billing details, device model and a description of the problem.

How to pack it

• Place the drive in an antistatic bag if you have one, or otherwise a clean, dry bag.
• Wrap it in several layers of bubble wrap.
• Use a rigid cardboard box with several centimetres of padding on all sides, so the drive cannot move.
• Avoid padded envelopes, because they do not protect enough against drops.

How to ship it

Private clients: ship your device by courier or registered mail with tracking, or book an appointment to drop it off at our lab in Maia and get the diagnosis on the spot.

Businesses: we can arrange courier collection, at a cost that depends on the area and parcel size. Contact us to arrange it.

If you ship it yourself, use a courier or registered mail with tracking. Consider insurance if the data justifies it, and send us the tracking number. Outside the European Union, the parcel may need a customs declaration, so give an accurate value and description according to your carrier's rules.

What happens after we receive it

• Analysis and diagnosis are free and without obligation. Once analysis starts, the diagnosis is ready in under 2 hours, and we send you the quote.
• The decision to proceed is always yours.
• If you accept, we start the recovery and keep you informed.
• We validate the recovered data with you and arrange delivery and the return of your device.

If the data cannot be recovered

If we do not recover your data, you pay nothing. The same applies if you decide not to accept the quote.

You can then collect the device from our lab in Maia. If you prefer it returned by courier, the return shipping is at your expense, and the cost depends on the area and parcel size.