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Frequently Asked Questions

Do you have questions before you can start reliving those precious family memories?

Below you'll find the most common questions we receive. 


What’s an “item”? 


An “item” can be 3 different things: 1 tape, 1 DVD, or 1 set of 25 photos. You can mix and match to include all of those different types in one box!


We count the number of items, regardless of how big, small, long, or short the item is. A tape that has 5 hours of content is counted the same as one that has 5 minutes. 


 What if I have a number of items in between your box sizes?


We’ve got you covered! 


With each box, we allow the option to add “additional items”. They are charged at $15.99 and we’ll email you an invoice once those items arrive to us and we take an inventory of everything. So, go ahead and round down for the box size you’re wanting and you can add those extra items upon receiving it! 


Do you convert sound on film?


While we convert 8mm, and super 8, unfortunately, it is not part of our process to digitize sound on film. 


In our experience, 99% of film was recorded as silent. Of this small percentage of film reels that do have a sound line, an even a smaller percentage of these used the proper recording equipment required to capture both the sound and picture. 


Because these instances are so rare, and to ensure we’re providing the highest quality transfers, it is not part of our process to digitize the sound on film, when present. If you’d like any more information about this, contact our customer service team!


Can you convert my photos/slides/negatives in chronological order?


That’s an excellent question! The short answer is yes and no. 


We ask that you label videos with numbers and photos and send in envelope labels numerically on the outside of the envelope per =25 images.  When digitizing, we do load the digital files onto your output in the barcodes numerical. So as long as you place them on the sets in the order you’d like, that’s how they’ll come back digitally. 


Within the sets of 25, though, we cannot guarantee that they’ll be in any particular order. 


However, all of our photos are transferred into jpeg format and are editable on your computer. That means you'll be able to reorganize and arrange your memories exactly how you would like them on your computer. And you can use any photo storage program (e.g., Google Photos, iPhoto, etc.).


Which output option is included in my purchase?


Great question! You’re getting these items converted and you obviously want to know what you’re getting back as a result, right?


Luckily, there is no option that comes compulsory with your purchase, so you get to customize it to exactly to your own preference. If you want a thumb drive, you’re not forced to get a hard drive. If you want a hard drive, you’re not forced to get a digital download. 


The pricing breaks down into two parts: the processing and the output. The price that we advertise on our homepage includes the charge of processing with one output. The output you get is your choice. You can also add additional outputs or multiple copies of an output at an additional charge. 


Will you restore, enhance, or improve my items in any way?


We always try to get the best quality conversion possible. However, the quality of the transfer ultimately depends on the quality of the original items. We do not offer any sort of restoration, enhancement, or editing of your items. If there is an issue with the original, those issues will translate over to the digital copies.


To be more specific, we do not offer the following: color correction, brightening, HD remastering, combining footage, or otherwise altering the composition of the original media. There are companies out there who specialize in these types of services, but we simply offer a one-to-one transfer.


How do I need to back my photos?


We want to make sure that processing your photos goes as smoothly as possible! We process photos (prints, slides, and negatives) in sets of 25. We require that they be sent looseleaf in plastic baggies or envelopes. 


Note: we cannot process your photos if they arrive to us in sleeves, photo albums, carousels, or any other packaging outside of plastic baggies or envelopes. This is to make sure that the process is as timely and optimal as possible! 


What if one of my items is blank, damaged, or cannot be converted?


Great question! It’s not uncommon for a tape to be blank, a film reel to be damaged, or for customers to send in items that we actually aren’t able to transfer. 


Our team will keep you updated via email every step of the way and also include a custom sticker to any applicable items for easy identification!


How does drop-off and pick-up work?

At the moment, we only offer two drop-off and pick-up locations. Cross Plains, WI and Owatonna, MN. Additional drop-off and pick-up locations are available for a $100 additional pick-up fee. Please acquire for specific additional pick-up locations. Times and Dates are at the discretion of the availability of Sydney Clarson LLC. It is the Buyers responsibility to be available during these times. 

Where do you ship to?

At the moment, we only ship to the contiguous United States. Therefore, we do not ship to Hawaii, Alaska, Puerto Rico, Canada, or anywhere else outside of the contiguous US.

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