Frequently Asked Questions

1. ScanDigital Process

1.1 – Why choose ScanDigital?

1.2 – I am worried about shipping my photos, is the process safe?

1.3 – Why not scan my pictures myself?

1.4 – Why scan/digitize my photos? Why convert to digital?

2. Services

2.1 – What format of originals do you scan?

2.2 – My photos are in albums, will ScanDigital accept these albums?

2.3 – My slides are housed in carousels, magazines or protective slide display pages, what should I send?

2.4 – Where do you process the photos and digital images?

2.5 – What is the Heartland Box?

3. Technical

3.1 – What is DPI? What resolution do I need?

3.2 – I have negatives and paper photos. Which is best for scanning?

3.3 – How will the images be stored and organized?

3.4 – What is Digital ICE?

3.5 – Once the photos are scanned do you do any additional work with the photos?

3.6 – What type of equipment do you use?

3.7 – How big can I enlarge/reprint my photos?

3.8 – Do you clean the photos before scanning?

4. Shipping

4.1 – How should I package my photos for shipping?

4.2 – Explain your shipping process. Where should I ship my photos?

4.3 – If I would prefer to drop off my materials, where are you located?

5. Prices/Billing

5.1 – How much does it cost? When will you bill me?

6. Gift Card

6.1 – Why purchase a ScanDigital gift card?

6.2 – How can the ScanDigital gift card be redeemed?

6.3 – What is the difference between email delivery, normal delivery and the gift wrap option?

6.4 – What if I have a gift card, how do I use it?

7. FAQ's for Video

7.1 – How do you transfer video and film. What is the process for transferring video and film?

7.2 – What is your pricing? How much should I expect this to cost?

7.3 – What is your turnaround time for film and video orders?

7.4 – What types of film do you convert?

7.5 – How can I be sure my order is secure?

7.6 – Do you guarantee your work, what if I'm not satisfied?

7.7 – What is the best way to preserve my home movies?

7.8 – I want to edit my footage on my own computer. What is the best option for me to do this?

7.9 – Can I order more copies once my order has been processed?

7.10 – How much footage are on my film reels?

7.11 – How are tapes over two hours billed?

1. ScanDigital Process

1.1 – Why choose ScanDigital?

ScanDigital is the world's premier, photo digitization service. We provide high quality scans and provide them to you both on your choice of disc or external memory device. Simply put, ScanDigital provides the most user-friendly experience available. We place the customer at the center of everything we do throughout the entire order process.

1.2 – I am worried about shipping my photos, is the process safe?

Our fully integrated and centralized process ensures that your photos will be safe throughout the entire process. Through our website you can automatically generate a shipping label with UPS which will allow us to track your package. If you live within the Indianapolis, IN area, you can drop your photos off at our location. For more information please see our Contact Us Page. While being scanned, your photos stay in our centralized headquarters and are returned to you via the shipping option you choose with an easy to use tracking number.

1.3 – Why not scan my pictures myself?

Scanning photos can be an intensely laborious process. Scanning a few photos can be accomplished relatively easily by an individual; however, the digitization of mass quantities of photographs becomes difficult. Our highly trained, professional technicians combine their expertise with the best scanning equipment to provide the highest quality product. We believe that converting your photos to a digital format is something that should be done right one time.

1.4 – Why scan/digitize my photos? Why convert to digital?

Your memories are irreplaceable. Your family probably has thousands of photos in multiple formats. The benefit of conversion to digital is twofold: first, by keeping a copy of your photos both on a USB drive and online you preserve these memories forever. Secondly, modern technologies allow you to enjoy your digital photographs in many more ways than traditional printed photographs. With your photos in a digital format, you will be able to effortlessly organize, share, reprint and compile your photo library. In addition, simple software applications allow you to easily create customized slideshows or photo books for special occasions.

2. Services

2.1 – What format of originals do you scan?

We provide scanning for 35 mm negatives, 35 mm slides and printed paper photos up to 8" by 10". Our professional quality scanning equipment allows us to scan both black and white photos and color photos.

2.2 – My photos are in albums, will ScanDigital accept these albums?

Yes, ScanDigital will accept your photo albums. Please provide albums that do not include photos that are permanently glued down. ScanDigital will remove your photos, scan them and replace them. ScanDigital charges $0.69 per image when scanning using a resolution of 600 dpi and $0.89 per image when scanning using a resolution of 1200 dpi.

2.3 – My slides are housed in carousels, magazines and protective slide pages, what should I send?

We accept carousels, magazines and protective slide pages. As part of our scanning process we will remove the slides from their packaging and guarantee they will be returned in the same order as they were received. Regardless of how you ship them, please secure them tight using rubber bands and wrap them in plastic. Slides, negatives and prints are very durable and do not need excessive protection, but they should be well packaged.

2.4 – Where do you process the photos and digital images?

All of our orders are processed in our centralized headquarters located in Indianapolis, Indiana. Your photos remain in one location throughout the entire process until we return them to you via a trackable shipping option. This ensures that our service provides an unparalleled level of security.

2.5 – What is the Heartland Box?

Heartland Box is the "quick and easy" ScanDigital offering. We offer four box sizes with a flat rate for processing. You choose your size and we send you the box, packing materials, barcode stickers for your items, and a domestic pre-paid UPS shipping label. All Heartland orders are handled in the same facility, with the same processes and same people as ScanDigital. It’s ScanDigital made even easier!

3. Technical

3.1 – What is DPI? What resolution do I need?

DPI stands for dots per inch or pixels per inch. DPI represents the resolution, accuracy, sharpness and clarity of your digital picture. A higher DPI is generally associated with a higher quality image; however, if the DPI exceeds the resolution of the original media, a higher DPI can actual diminish the quality of the image. Our default scanning is performed at 600 DPI for paper photos which is more than sufficient for using your digital photos electronically and also provides the ability to reprint any photo in the same size as its original. We provide an option to scan your paper photos with 1200 DPI and with this higher resolution you can enlarge your image to a size twice as large as the original. Based on millions of scans, we find that the optimal DPI levels are: 600 - 1200 DPI for paper photos depending on your expected use and 3000 - 4000 DPI for slides and negatives. ScanDigital's service includes the following: high resolution scanning, Kodak Digital ICE (to remove dust and blemishes) and manual processing to crop, rotate and color correct your photos.

3.2 – I have negatives and paper photos. Which is best for scanning?

In most cases, scanning from negatives produces a higher quality result. Furthermore, organizing your photos based on a roll of negatives tends to be much easier. If possible please send in your negatives.

3.3 – How will the images be stored and organized?

Your photos will be stored as jpeg images on an external USB drive. Your pictures will be organized in folders if you have provided labels. For example, if you have an envelope of photos labeled "Mary's Birthday", we will create a folder on your USB drive titled "Mary's Birthday".

3.4 – What is Digital ICE?

Digital ICE is a technology that allows scanners to automatically identify and remove dust marks and minor scratches. Digital ICE performs a scan of the film with Infra-red (IR) light. Using the IR scan, the machine visualizes surface defects in the film, like dust or scratches, and then scans the film normally. Once both scans are completed, special software uses the IR defect map to replace the defective areas. The results can be a dramatic improvement from the original.

3.5 – Once the photos are scanned do you do any additional work with the photos?

We will manually rotate your photos and crop any black border left after the scanning process. In addition, we will color correct, remove dust, minor blemishes and digitally optimize the photos to provide you the best digital images possible. ScanDigital was founded to provide the premier, highest quality services available; all of which are included with our standard pricing.

3.6 – What type of equipment do you use?

We have implemented a highly refined, professional process which utilizes the Epson V600 scanners for prints and the Nikon Super CoolScan 5000 ED for slides and negatives. Our process relies on Digital ICE during the initial processing phase, but every image is manually processed to remove any remaining blemishes, ensuring the highest quality available and providing unsurpassed customer care.

3.7 – How big can I enlarge/reprint my photos?

Using our 600 dpi service for prints, you can reprint a photo to be the same size as the original. With our 1200 dpi service, you can reprint a photo up to at least twice the size of the original. With 3000 dpi scans for slides and negatives, these can be printed to a size of at a least 8" by 10".

3.8 – Do you clean the photos before scanning?

Yes. When necessary, we use compressed air to remove dust from slides and negatives. We use special professional grade photo cleaner on printed photos in need of dust removal. In addition, our scanners use Digital ICE technology for slides and negatives to automatically remove dust and minor scratches.

4. Shipping

4.1 – How should I package my photos for shipping?

We will accept your photos in whatever format you currently store them in. You can ship your photos to us in boxes, slide carousels or zip lock bags. When you package your photos, please do the following:

• Make sure they are secured and won't shift during shipment. If they are in a box, stuff the box with paper
  to fill the empty voids.

• We also recommend you wrap them in plastic to protect them against moisture and dust during the shipment process.

• Avoid using packing materials that generate dust or debris.

• Use a sturdy box that will be able to withstand shipping and won't be easily crushed.

• If you are sending in photos to be scanned along with photos that won't be scanned, be sure to clearly the mark the ones that will be scanned to avoid delays in processing your order.

4.2 – Explain your shipping process. Where should I ship my photos?

As part of ScanDigital's industry leading service, we offer several integrated shipping options via UPS. ScanDigital has an extremely secure UPS shipping process integrated into our website. When you place an order, a shipping label with our correct shipping address and a tracking code will be generated. We strongly recommend that you use one of the shipping options integrated into our site. All of our options are tracked from the minute your package is picked up to the minute we receive it at our centralized facility. If you are unable to use UPS for some reason, we highly recommend that you use a trackable shipping option. Call our customer service line at 888-333-2808 with any questions.

4.3 – If I would prefer to drop off my materials, where are you located?

Please click here to see our hours and drop off location.

5. Pricing/Billing

5.1 – How much does it cost? When will you bill me?

For more details on pricing, please see our pricing page. Once your order is received, we will bill 80% of the order before the order is processed according to an estimate of items that we have received. Once processing has been completed, we will adjust the invoice according to the final count of items that we have processed. We offer shipping through UPS using their fully trackable ground service. For customers that wish to simplify the cost even further, ScanDigital offers a number of pre-paid packages.

6. Gift Card

6.1 – Why purchase a ScanDigital gift card?

The ScanDigital gift card makes a great gift for any occasion. Your ScanDigital gift card allows the recipient to digitize and preserve their memories forever. Recipients of the ScanDigital gift card enjoy all the benefits of the ScanDigital service including: Free Digital Optimization, their photos on an external USB drive, the ability to order reprints, their work performed in the USA, the fastest turnaround time available and ScanDigital's 100% Satisfaction Guarantee. Give your loved ones the gift of memories today!

6.2 – How can the ScanDigital gift card be redeemed?

Once you have given the gift card to someone, they can use the gift card code provided to redeem the amount of the gift card. The recipient should input the gift card code in the coupon code box when placing their order. The gift cards are a declining balance, meaning that if the entire credit is not used for one order the remaining balance can be applied to a future order.

6.3 – What is the difference between email delivery, normal delivery and the gift wrap option?

When placing a gift card order, you will be asked to select a delivery option. You can have the gift card code and custom message emailed to you or to a recipient free of charge. The normal delivery includes the gift card, your customized note and a brochure informing the recipient of our various services. For the gift-wrap option, the recipient will receive a gift wrapped package, which includes the gift card, your customized note and materials on the ScanDigital process to assist them in redeeming the gift card. Any of these options can be sent to the purchaser or directly to the gift card recipient.

6.4 – What if I have a gift card, how do I use it?

To redeem your gift card just click on the "Get Started" button on the ScanDigital website. You will need to create an account and place your order. Be sure to input your gift card code in the coupon box on ScanDigital's user-friendly order form. This will associate the code with your order and we will apply the gift card balance to your total upon completion. If your order total is less than the amount of your gift card the remaining balance can be applied to a subsequent order.

7. FAQ's for Video

7.1 – How do you transfer video and film. What is the process for transferring video and film?

We use proprietary equipment and the most secure process possible when transferring your film and video. Thousands of hours and dollars have gone into developing a process that returns the highest quality possible, in a reasonable turnaround time for a fair price.

7.2 – What is your pricing? How much should I expect this to cost?

Pricing varies based on the type of material you are sending us. Pricing for video and film conversions can be found here: www.scandigital.com/scandigital-film-video-transfer.php

7.3 – What is your turnaround time for film and video orders?

Our average video turnaround time is 3-4 weeks. On top of this time, please add 1-5 days for shipping within the continental US. Expedited shipping options are always available to reduce this turnaround time. If you have a specific deadline that you need the order back by, please give us a call at 888.333.2808 and we will do the best that we can to accommodate you.

7.4 – What types of film do you convert?

We specialize in 8mm film, Super8 film, and 16mm film. Optical and magnetic sound will transfer with the footage.

7.5 – How can I be sure my order is secure?

We receive hundreds of orders from around the world on a daily basis. We have gone to great lengths to ensure that your materials are safe throughout our entire process. Movies and film are not damaged during our transfer process. Everything you provide, we return including: film, boxes, reels and cans. A trained operator is with your movie during every step of the process.

7.6 – Do you guarantee your work, what if I'm not satisfied?

ScanDigital offers a 100% customer satisfaction guarantee on all orders.

7.7 – What is the best way to preserve my home movies?

We recommend that you transfer your film and tapes an external hard drive. The hard drive will serve as a back up and archive for your videos.

7.8 – I want to edit my footage on my own computer. What is the best option for me to do this?

Hard drives are the easiest option for customers wishing to edit their movies. With our hard drive you will receive the following:

• External, 3.0 USB Hard Drive, formatted for either a Mac or PC

• Editable Files: View the sample file types here.

What you'll need:

• Computer with USB port

• Editing software or other software capable of editing

7.9 – Can I order more copies once my order has been processed?

Please contact us to order additional copies. Video files are deleted from our system based on our storage needs. If your files are still on our server, we will be able to create additional copies

7.10 – How much footage are on my film reels?

The running time for 8mm film, Super8 film are approximately:

• 3" reel (50 feet) 2-3 minutes

• 4" reel (100 feet) 5-6 minutes

• 5" reel (200 feet) 12-14 minutes

• 6" reel (300 feet) 19-22 minutes

• 7" reel (400 feet) 26-29 minutes

• 16mm film running time will be approximately half of 8mm film or super8 film.

7.11 – How are tapes over two hours billed?

Once a tape goes over the two hour limit, you will be billed for another tape transfer due to the longer capture time and larger file size. For example, if a tape is four hours in length you will be billed for two tape transfers for that one physical tape. A six hour tape would be billed for three tape transfers for that one physical tape.