Data Recovery Frequently Asked Questions

Start by submitting a recovery case through our website. Provide your contact information, the type of storage device, and a clear description of what happened before the data became inaccessible. Once the submission is reviewed, we will provide your Case ID and next-step instructions.

Include the device type, model if known, operating system, symptoms, error messages, unusual sounds, physical damage, previous repair or recovery attempts, and what happened immediately before the failure.

Yes. A recovery case should be submitted first. Your Case ID allows us to identify the media when it arrives and connect it to the correct intake information and contact details.

In many cases, an exact recovery quote cannot be provided from a brief description alone. Similar symptoms can be caused by very different failures. The device may need to be examined before the extent of the problem and appropriate recovery procedure can be determined.

Use a rigid corrugated shipping box with protective cushioning around the device on all sides. Use anti-static protection where appropriate and prevent the media from moving inside the package. For complete packing instructions, see our Data Recovery Shipping Instructions .

Include your Case ID clearly inside the package so the shipment can be matched to the correct recovery case. Do not place adhesive labels directly on exposed circuit boards or sensitive components.

Yes, provided each device is clearly identified and individually protected so the devices cannot contact or damage one another during shipment. If the devices belong to separate cases, make sure each Case ID is clearly indicated.

Yes. Keep the courier tracking number until delivery is confirmed. Tracking information is useful if there is any delay or issue while the package is in transit.

Yes. Local media drop-off is available at our Mississauga facility by appointment only. Submit your recovery case first, and once your Case ID is issued we will provide the next available appointment time.

Aesonlabs Data Recovery is located at 2425 Matheson Blvd East, Suite 800, 8th Floor, Main Reception, Mississauga, Ontario.

No. Local drop-off should be arranged after the case has been submitted and the Case ID has been issued. This helps ensure the media can be received and logged correctly.

The device is logged under your Case ID and examined to determine the nature and extent of the failure. The diagnostic findings are then used to determine the appropriate recovery strategy.

Data recovery pricing depends on the type of failure, the media, the amount of engineering work required, the need for donor parts or specialized procedures, and the overall complexity of the case.

Once the device has been evaluated and the recovery requirements are understood, the case terms and required charges are provided before the main recovery work proceeds.

The outcome and any remaining options depend on the condition of the media and the work performed. Any applicable case-specific charges, donor costs or terms are outlined as part of the recovery case.

A donor drive is a compatible device used to supply components required during certain physical recovery procedures. Depending on the failure, this may involve parts such as a head stack assembly, PCB components or other matched hardware.

Matching donor parts can require much more than the same storage capacity or similar appearance. Model family, revision, firmware, manufacturing details and internal component compatibility can all matter depending on the device and failure.

In some cases a client-supplied donor may be considered, but it must first be verified for compatibility. Purchasing a drive that looks identical does not necessarily mean the required parts will match.

No. Donor parts are generally associated with particular physical or electronic failures. Logical recoveries and many other cases do not require donor media.

Recovery time depends on the type of media, the failure, device stability, donor availability and the amount of data that must be imaged or reconstructed. Complex physical or unstable cases can require substantially more time.

Unstable media may need to be imaged slowly to minimize additional stress. A case may also require donor parts, multiple imaging attempts, filesystem reconstruction or additional engineering work.

Emergency or priority options may be available depending on the device, failure and current workload. Urgent requirements should be mentioned when the case is submitted so availability can be assessed.

Once the recovery reaches the appropriate completion stage, we will contact you with the case results and the next steps for receiving or reviewing the recovered data.

Recovered files are transferred to suitable destination media or provided through another agreed delivery method depending on the case, the amount of recovered data and the arrangements made with the client.

Destination-media requirements depend on the amount of recovered data and the case arrangements. You may be asked to provide suitable media, or compatible destination storage may be arranged separately.

Recovered data is handled as part of the recovery case and is not intended for public access or unrelated use. Case-specific handling, retention and return arrangements may vary depending on the service provided.

Return arrangements for the original media are handled according to the recovery case and the delivery or pickup method selected for that case.