How much compression do you use when saving the pictures in JPEG format?

Due to the high number of photos that are scanned in an average order, we use what would be considered a medium compression rate to ensure that we can fit the most images on a disk without losing quality.

Can you scan pictures that were taken at a professional studio (i.e. Sears, Wal-Mart, Glamour Shots, Olen Mills)? Are those photos copyrighted? What if the photographer is not in business any more?

We cannot scan any copyrighted material that was taken at professional studios. For complete details about copyright law, visit the US Copyright website.

Can I blow up the scanned images to poster-size or high quality enlargements?

No. The scanned images were scanned to best match the original quality and size of the original photo. The size is perfect for preserving photos and sharing with friends and family. They will not look good enlarged greatly over their original size.  

Will I be able to edit or color correct the scanned photos?

Yes, you can modify or edit the images however you want. The scanned images are yours and are not copy protected. Create a slide show, edit the photos, reorganize or rename the photos as you please.

My computer says the files are locked. How do I unlock them?

After you download the photos to your hard drive:

• On a PC, simply select all, right-click on any highlighted file and select Properties. In the Attributes, simply make sure the Read-Only is unchecked.
• With a Mac, select all the files and press Command-Option-I. In the Ownership & Permission, change from Read Only, to Read & Write.

Can I view the DVD you sent me on my TV with my DVD player?

The DVD we send you is not a video DVD. It is only a DVD with your JPEG files on it. Although most DVD players will play back CDs and DVDs with JPEG files on them, they may have limitations on the number of images (most cap it at 200 photos).

Also, you can find software that would allow you to create a movie for your DVD player to watch on a TV, but we do not provide this software. Some examples of DVD-creation software are iMovie ® or Nero PhotoShow ®. 

I've received multiple DVDs or CDs and each disk starts at file 001. When I copy them to my hard drive it tells me there is a file name conflict. What should I do?

To make it simple, place the new images in a new folder. Once they are copied to your hard drive, use CTRL-A to select all the files in that folder and rename them however you want.

You can also use free file renaming software that is available to automatically rename your files once copied to your hard drive. You can find quite a few at VersionTracker.com by searching for "file rename ". We do not fulfill custom numbering requests; every job starts at 001.

Is prepayment required?

Yes, because we must invest significant time and resources when taking care of each customer, we do require payment up front.

Has an order ever been lost in the mail?

No. None of our customers packages have ever been lost in the mail. We understand some customers may be concerned about losing their precious photos in the mail. However, in reality, this is a very unlikely (one in a million) occurrence. There is a higher likelihood of you getting struck by lightening (literally).

To mitigate against the incredible small likelihood of a lost package, we recommend customers send packages to us using a tracking number and using either USPS, UPS, or Fedex. When we return shipment, we always use a tracking number.

Do you backup photos in case the copies are lost in the mail?

We cannot be responsible for any losses by mail. For this reason, we strongly recommend you use a reliable service that includes a tracking number and/or confirmation.

We do keep copies of all images for 90 days as an added backup. Please contact us if you need backup copies.

What happens if my order is delayed during mailing and how about guarantees?

We cannot be responsible for any losses by mail. For this reason, we strongly recommend you use a reliable service that includes a tracking number and/or confirmation.

However, please note, understand and recognize that by mailing us any items, we cannot and do not warrantee or guarantee delivery by third-party couriers. IN THE UNLIKELY EVENT THAT YOUR ORDER IS MISPLACED, DELAYED, LOST OR DAMAGED, YOU AGREE THAT OUR COMPANY IS NOT LIABLE AND THERE WILL BE NO COMPENSATION OR PAYMENT OF ANY KIND. We assume no responsibility for any loss and/or damage to client's materials while it is transported by the mail, courier or transport companies, nor any liability, for damage, loss, delay or irregularity to person or property in connection with any service advertised herein or by services provided by third parties over which our Company, Etc. has no control.

How do I track my photo shipment?

Assuming you have a tracking number (which we strongly recommend), the easiest way is to simply type your tracking number into a Google search as it recognizes USPS, UPS and FedEx tracking numbers.You can also go to the courier website and input the tracking number there.

Photo Scanning Questions

Can you scan photos that are different sizes?

Yes, as long as all the photos are no smaller than 3"x3" and no larger than 8.5"x17". They can be in any order. Of course, most of our photo scanning orders are for 3"x5" and 4"x6".

What resolution are my photos scanned at?

We scan photos at 300 dpi (dots per square inch). 300dpi is suitable for printing a photo of the original size, viewing photos on a TV or projector, and for most other uses. You can upgrade to 600dpi scanning if you plan on enlarging the photos.

How much memory will photos use?

The scanned file size depends on the size of the original photograph. As a rough estimate, a 4inx6in photo will use between 1-1.5 MB of memory.

Can you scan my photos at a higher resolution?

Yes, you can purchase the optional upgrade to scan at 600dpi. Because 300dpi is the ideal solution for most customers, and by using this resolution we can keep prices low, we recommend that you scan photos at this 300 dpi.

For most of our customers, 300 dpi is the perfect resolution for reprinting photos and making slight size adjustments. 300dpi photos are also a great size to email and share with others, use as PowerPoint, and use on websites. Resolutions higher than 300dpi or different file formats (such as TIFF, PNG, PSD, EPS) are larger files than most customers need. Furthermore, when working with large files above 300dpi, users find that it slows down their computer.

We guarantee that you will be satisfied with the 300 dpi resolution. 

Will the photos be scanned in the order I sent them?

We will scan the photos in most efficient manner possible, and the photos may get out of order. If you would like to ensure your photos stay in order, purchase the Scan in Order option.

Can you scan small pictures?

The smallest photo we can scan is 3inches x 3inches. Anything smaller will be returned to you unscanned.

Some of my scrapbook and photo albums have cut-out or cropped pictures. Can you scan these cropped and cut-out photos?

No. All photos must be either square or rectangular photos (four 90-degree corners). Non-rectangular photos will be returned to you. 

What if my pictures have a create, curl or bend in them?

Any photo that has a significant crease, bend, or curl will not be scanned. Because quality will be poor on creased, curled, or bent phtos, all photos must lay reasonably flat when stacked with other photos. If they are only slightly curled or curved, there may be some distortion in the areas where the images does not lay flat upon the glass as it is scanned.

If I choose the Platinum Photo Package, do I have to send all of my photos at once or can I send small batches until I reach 1,000?

Each shipment is considered one order. If you split your order and ship them in separate shipments, they will be considered multiple orders and you will be invoiced accordingly.We have built in cost-effective pricing that allows flexibility if you go over the package limit.

If I have more than 1,000 photos, can you stop scanning once you have scanned 1,000 photos?

No. We will not know the total number of scans until after the total scanning is complete. Due to software limitations, we cannot tell the scanner to stop at a specified number.

I have stacks of photo albums. Can you scan these old and black and white photos?

Yes, we can scan these photos, but you must first remove them from the albums. Also, any sticky residue must be removed from the back of the photos, or the photos will stick to one another during the scanning process.

Negative Scanning Questions

Some of my negatives are 36 negatives long, do I need to cut them up?

No, our new technology allows us to scan uncut rolls of film.

I have some short negatives with one and two frames, can you scan those?

We can scan any negatives with two or more frames with a minimum length of 2 inches. We CANNOT scan single frame negatives shorter than 2 inches. Please remove singles before sending them to us as they will be returned unscanned.

If there is a bend or crease in my negative, do I need to cut it out?

We would prefer if you cut out any bends or creases (unless it creates single negative frames mentioned in the prior question), because the final image won't turn out well anyway.

Do you scan APS film negatives?

Yes. Pricing for a roll of 20 APS negatives is the same as a roll of 24 35mm negatives.

Slide Scanning Questions

What kind of slides can you scan?

We scan a wide variety of 35mm slides including different holders such as cardboard, self-mounted, and kodachrome. They can be anywhere from 1mm thick to 3mm thick. We also scan black & white slides, color slides, or negative slides.

However, for our slide scanning equiment to properly scan the slides, they must be the standard height & width of 2" x 2".

What resolution are slides scanned at?

We scan slides at 1200dpi, which is good enough for a 300DPI 4"x6" print. This will result in a file between 500kb to 1.5MB depending on the complexity of the image. See our scanned slide sample.

Why do slides cost more and take longer than photos?

Because the scanner has to scan at an effective resolution 4 times greater and it must identify the different types of images (color positive, film type, black and white, etc.), it takes several minutes for the scanner to scan EACH slide. Furthermore, the handling of slides requires more labor. Because of this, scanning slides just takes more time, and thus costs more per image than if you were scanning photos. You will not find a better price with our turnaround time, guaranteed!

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