FAQ2018-12-28T19:05:41+00:00

Frequently Asked Questions

Billing 2 questions
  • How and When do I pay for my postal order?

    You only pay for your order when it is completed. We will email you an invoice and you can pay with either of the following options:

    1. Over the phone with credit cards including, Visa & MasterCard. (Sorry no AMEX.)
    2. Internet bank deposit.

     

    Sorry we don’t accept PayPal at this time. We also do not accept Cheques or Money Orders.

  • Is there a fee to have Reelbox check my tapes for Home Movie Footage?

    Yes. When your order arrives it is assumed that you have sent us tapes with footage you would like transferred. Of course no one has a VCR anymore to check them, so it can be difficult to know which tapes have home movie footage on them and which have old episodes of Neighbours or that fav 90s movie taped from the TV.

    We will check your tapes thoroughly for home movie footage, however if we find any tapes that only have TV shows we simply put them to the side with a $5 Tape Checking Fee.

Film Reels 7 questions
  • How Do I Know How How Many ‘Feet’ I Have?

    The length of old cine film was (and still is) measured in feet. Hence the commonly used term “footage” still used today to describe recorded video. The old super 8 film cameras would have been loaded with a small cartridge that shot 50 feet of film. This allowed for approximately 3.5 minutes of recording time. Once completed, the cartridges were sent to Kodak (or similar) to be processed. You would then receive back your 50 foot film spool ready to play on your movie projector. Home enthusiasts would then ‘splice’ together these 50 foot reels and load them onto bigger reels to make longer running movies. The most common sizes were 13cm diameter (200 feet) and 15cm diameter (400 feet) reel sizes. Sometimes the reels were not totally full. You can see how much footage you have by reading the measuring gauge on the side of plastic reel itself.

  • How Do I Know If I Have Sound On My Film?

    Magnetic Sound is rare on cinefilm. 95% of all 8mm cinefilm is silent simply because the technology only became available much later in the life of this format. You can check to see if your film potentially has sound or not by examining the film itself. If there is a noticeable thin brown strip on one edge of your film then could potentially have sound. Sound generally only occurred on Super 8 film.

  • Why is your pricing so cheap compared to other companies?

    We don’t compromise on quality or service. We simply want to make it affordable for everyone to be able to preserve precious memories. You deserve it 😉

  • What method do you use to ‘scan’ my film?

    We only use the latest in cine film scanning technology direct from the US. Every single frame of your film is individually scanned one by one at high speed by trained technicians, then stitched back together to form a beautiful 1080p high definition video file.

  • Do you process / develop Super 8 Film?

    No. We do not have facilities to develop unprocessed Super 8 film. We specialise in scanning processed 8mm and 16mm film frame by frame to high definition video files.

    If you are unsure as to whether your films are unprocessed please contact us directly, our technicians will advise whether your films are in fact processed or not and how to go about getting your unprocessed films processed.

  • Can you digitise sound from an optical 16mm Film Soundtrack?

    Yes. We can provide you with full digitised and syncronised audio from a 16mm Optical Sountrack.

    There is an additional charge of 30c per foot for audio on top of the video scanning costs. This is simply because we have to scan the optical soundtrack separately in real time, render it and synchronize with the video track by rendering the combined audio and video track.

    Please chat to us regarding this service prior to sending your 16mm sound film.

  • Will the sound be digitised from my Super 8 Films?
    The technology to capture and perfectly sync the magnetic sound on cinefilm has only just come available. We are very excited to say that we now have this technology. Sound is captured separately to the video and requires us to run your reels a second time in REAL time to record your sound component. Then perfectly synchronized with the HD Video scans to give you a 1080p MP4 file with original audio track. This is charged additionally to the video capture at 20c per foot. Contact us for more info.
General 2 questions
  • How long will my order take?

    Standard timeframes will apply commencing 2nd Jan 2018.

    Here at Reelbox, our team is committed to giving you the best transfer & digitisation services available. Our State of the Art digitisation facility houses more than 50 high speed networked computer systems running flat out all day every day.

    We believe in quality, so we do everything by hand and we won’t compromise. We want to ensure the best quality digitising experience. The digitisation process takes time. In fact, it is all done in “real time”. For example: if you have 10 tapes with approximatley 2 hours of footage on each, it will take 20 hours to digitise.

    On arrival your order will be placed into an order queue dependent of your order’s size. The length of time in queue can vary greatly depending upon the size of your order and the size of the orders in front of yours.

    High Load processing time can often extend queue time by 2 weeks.We quite often receive very large orders in excess of 100 tapes, 10,000 feet of film or 5000 photos. Please be patient as these orders do take time and can extend the wait time.

    Although we cannot guarantee these time frames, we will always do our best to accommodate the below time frames during our standard load time as best as we can.

    Small Orders (2-3 weeks) – Up to 10 tapes, Up to 500 feet of film or Up to 200 photos.

    Medium Orders (3-4 weeks) – 10 – 20 tapes, 500 – 1000 feet of film or 200 – 500 photos.

    Large Orders (4-6 weeks) – 20 tapes, 1000 feet of film or 500 photos.

    Please note:  The above timeframes do not apply if you have a Pre-arranged Priority Service with us. You will not be able to request a priority service once an order has been entered into our system.

  • Do you have a FAST TRACKING service?

    Yes. A PRIORITY service is required when you need to have your order completed sooner than standard time frames or you require it to be completed by a certain date. What this simply means is that you jump the queue and we start your order the day it arrives and *guarantee it will be ready by your required date.

    *Arrangements will need to be made PRIOR to sending your order to confirm availability. Please call us to confirm availability of this service as it can be seasonal and workload dependent. Once your order has arrived at our facility it will go into standard queue times unless prior arrangements have been made.

    Costs for Fast Tracking
    Video tapes – Standard Pricing + $4 per tape
    Film Reels – Standard Pricing + 10c per foot
    Photo Scanning (bulk loose photos) – Standard Pricing + 10c per scan
    Slide & Negative Scanning – Standard Pricing + 20c per scan
    Audio Cassettes – Standard Pricing +  $4 per tape
    All other services – POA
Shipping 2 questions
  • Can I send my own USB or Portable Hard Drive?

    Yes. You are welcome to send us your own EMPTY Hard drive or USB flash drive. There is no additional charge for us to copy your newly digitised files to your own storage.

    Please note: We are not responsible for loss or damage to exisiting data on your storage medium. We highly recommend sending us blank drives or backup any exiting data prior to sending to us.

  • What size USB or Hard Drive do I need to supply?

    Depending on the format you are supplying us to have digitised you would need.

    Video Tapes: Approx 1.5GB per 1hr of footage.

    8mm / 16mm Movie Films: Approx 150MB per 50ft of film.

    Phoro Scans: Approx 5-10MB per image

    Note: USB Drives hold less than stated on the packaging. ie 8GB USB drives only hold 7.2GB.

Technical 6 questions
  • Can I copy my DVD?

    Yes.  We don’t copy protect your DVDs. We recommend DVD-R DVD discs.

  • How do I copy my video from my DVD to my computer?

    This largely depends on the video editing software that you are using. Most modern purchased software will allow you to import from the DVD. You can copy the files directly from your DVD onto your computer hard drive.

    1. DVD video files are found inside a folder on the disc called VIDEO_TS. Inside this folder are a variety of files that tell your DVD player how to play the video. The video files are in an MPEG2 format but are disguised inside a file format “container” called .VOB.
    2. You will simply need to locate the files with this number sequence:
      vts_01_01.vob
      vts_01_02.vob
      etc..
      They will be large files and split into approx 1GB file sizes.
    3. Copy these files to your hard drive on your computer from the DVD.
    4. Go to your hard drive and change the FILE EXTENSION from .VOB to .mpeg (and rename your files if you wish)
    5. You now have your files on your hard drive in MPEG2 format ready to play or edit.
  • What video format are my DVDs / files in?

    DVD format is Standard Definition 576p MPEG2 video. DVD video files are found inside a folder on the disc called VIDEO_TS. Inside this folder are a variety of files that tell your DVD player how to play the video.

  • Can I edit my video from my DVD?

    Yes. Your video is now in a digital format stored on on your DVD.

    However, it is important to note that not all video editing programs will let you edit straight from a DVD and once edited it is not possible to save onto the same DVD. If you are looking to edit your old media we instead recommend transferring your old media to universal MP4 video files (stored on a USB or Hard Drive). In this format your video files can be renamed, copied and edited easily.

  • What format options do I have for my transfer to digital?

    We can restore your precious family memories to one or both of the following:

    1. DVD Disc

    2. MP4 Video Files (Stored on USB Flash drive or Portable Hard Drive)

    You can choose MP4 or both. Please see link below for pricing info.

  • What format do I receive my newly digitised video files in?

    We re-master your analog video into easy to use MP4 files using the H.264 CODEC. MP4 is the most universal video file format to date and is compatible with Mac, PC and Smart TV.

    Video Tapes, Film Reels, Slides, Negatives & Photos will be each be digitised as individual digital files stored on either a USB or Hard Drive

Troubleshooting 1 question
Video Tapes 10 questions
  • Do You Use DVD Recorders to Digitise Video Tapes?

    No. Some companies claim that this is the best method to digitise video tapes. This is far from the truth. DVD recorders will produce an obsolete compressed video file format called MPEG2 (inside a .VOB container). The MPEG2 format was developed in the late 90s and has been superseded by a far more efficient format called MP4. Companies providing MP4 files from DVD recorded files are actually re-compressing an already compressed file thus further degrading your digital files. While it is true that DVDs are still using this format today, there are far better methods of digitising your tapes.

    We can boast 15+ Years of experience and expertise digtising hundreds of thousands of video tapes. We only use the highest grade analog to digital interfaces (no cheap usb adapters) to capture a 100% uncompressed video file direct to our computers. We then compress ONCE only to MP4 at a high bitrate to provide you with the best quality digital representation of your old video tapes.

    We wouldn’t be satisfied providing you anything less than the best.

  • What If My Tapes Are In Too Poor Condition To Digitise?

    It is very rare that we cannot retrieve any footage from any tape format. In most cases we can rescue damaged footage. If for any reason the tape(s) cannot be played, playback is unwatchable or major issues affecting the audio playback are encountered, we will contact you during the process to inform you of our findings. You then have the option for us to digitise your problem tapes based on our assessment.

  • Do You Edit Anything Out Of My Tapes?

    Yes. We only remove old recorded TV shows & movies, blank or blue sections to provide you with your valued home movie footage only. We never remove or edit out home movie scenes.

  • Do You Transfer Old Recorded TV Shows or Movies?

    By default, we DO NOT transfer any TV shows or movies recorded from the TV on VHS video tapes. We only digitise Home Movie Footage unless you have specifically requested us to digitise a particular Tape(s) that has TV or Movies on it.

  • Why is your pricing so cheap compared to other companies?

    We don’t compromise on quality or service. We simply want to make it affordable for everyone to be able to preserve precious memories. You deserve it 😉

  • I have NTSC tapes. Can you digitise them?

    Yes. We can digitise all VHS and camcorder NTSC video tape formats into MP4 video files and PAL DVDs. There is no additional cost for this service.

  • Why is my video is a bit jumpy in some places?

    We always do the best we can to provide you with the best transfer result. Unfortunately old video tapes do deteriorate and are sometimes damaged in VCRs over the years. When tape is damaged, this will result in video that can be a bit jumpy and white noise lines begin to appear. Often to the audio can be affected with aged/ damaged video tapes.

  • Why do I see fuzzy lines at the bottom of my video?

    These lines are called “overscan” lines and are a normal part of old VHS video.  Back when we had the old ‘box’ TV sets these overscan lines were hidden from view because the TV would automatically crop the image all the way around. Our modern flat screen TVs display video in a different way called ‘progressive’ which means that we see the whole image without the cropping resulting in the ‘overscan’ lines being visible.

  • Will you check my tapes for duplicate footage?

    No. This is not part of the standard transfer service.

    We will simply digitise all the footage that you provide us. Unfortunately there is no fast or easy way to determine if tapes contain replicated or identical footage. This can only be done by watching all your footage through in realtime and then comparing side by side if sections or the entire tape is duplicate.

    You can request that we check for duplicate footage however please be aware that this process can be more costly to you than simply digitising all your tapes.

  • Is there a fee to have Reelbox check my tapes for Home Movie Footage?

    Yes. When your order arrives it is assumed that you have sent us tapes with footage you would like transferred. Of course no one has a VCR anymore to check them, so it can be difficult to know which tapes have home movie footage on them and which have old episodes of Neighbours or that fav 90s movie taped from the TV.

    We will check your tapes thoroughly for home movie footage, however if we find any tapes that only have TV shows we simply put them to the side with a $5 Tape Checking Fee.

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