1. General - Non Format Specific FAQ's

2. Cine Film Transfer FAQs

3. Video & Camcorder Transfer FAQs

4. Slide & Negative Scanning FAQs

5. Photo Restoration FAQs

6. DVD Duplication FAQs

When do I pay for the service?
On completion generally – well contact you to arrange payment. There are three ways to pay for the service:

i) By Cheque or Postal Order.
ii) By Credit/Debit Card.
iii) By Bank Transfer.

How much do you charge for Postage and Packing?
Deliveries (that aren't collected in person) are free for orders over £95 in value inc vat. Beyond this it's:
UK Recorded Delivery: £5.99
UK SPECIAL DELIVERY or overnight courier guaranteed next working day £9.99

Track and Trace - For Our Customers Peace of Mind
In a poll of our customers, posting rated as one of the most important areas of concern. We understand this and offer a full Track & Trace facility for every parcel that leaves our studios. Upon despatch we'll email you with details of your delivery so you know exactly when you can expect it, along with your tracking reference number.

I'm worried about sending my material in the post. Is it safe?
We've carried out our cine film transfer mail order business for years without any problems whatsoever. However, we always recommend sending your material to us by recorded delivery or special delivery where possible.

On receipt we'll contact you to confirm safe arrival of your film. For peace of mind, we return everything by recorded delivery as standard and where requested, special delivery too.

Can you Collect our Film?
The handling of your material is of paramount importance to us. To address any concerns, we offer a variety of ways in which your material can be collected and delivered. These include personal collection where possible, but also the use of registered couriers or special delivery services as an alternative.

How long does it take?
On average we turn work around in a week although at peak times it takes a fraction longer.
Note regarding Christmas - Due to the increased demands that this period places on us and the postal service, please allow for plenty of time when sending your material to us.

Could Copyright Issues affect me?
Copyright material will require permission in writing from the copyright holder. Special rates apply for obsolete or broadcast formats.

Are subsequent copies of the DVD the same price as the first one?
No! They are cheaper. The first mastered one(s) take longer but subsequent copies take less time and we pass the benefit on to you by making them cheaper - (see 3 for 2 dvd copy offer)

2. Cine Film Transfer FAQs:

What will the quality be like?
We use a combination of Digital Telecine and Studio Processing and Monitoring Equipment. To the layman, these are machines dedicated for the purposes of transferring cine film. This technology ensures that films are reproduced without any of the numerous problems associated with the mismatch between modern and past day frame rates.

Our goal is to deliver generally faithful reproductions of your precious material. We do not aim to be the cheapest but we do try to be the best which is reflected in our prestigious client base.

I have a variety of cine reels of different gauges. Does this matter?
No - our studio handles all formats including Standard 8, Super 8, 9,5mm & 16mm.

Can you transfer reels in order?
Yes: If you wish to view them in the correct sequence, all reels and boxes must be clearly numbered.

What’s the quality of a DVD like?
The video quality of a DVD , is better than a Super VHS tape. A single sided, single layered DVD could have more than 2 hours of high quality video although if you're looking for absolute quality, then we recommend a maximum of 1 hour per DVD.

Do you charge for re-splicing breaks?
No! For four reasons:

i)Our setup charge includes for time to dust down your film and check your splices. In the cases where there are old splices that have come unstuck, we completely absorb the cost of re-splicing them.
ii) We like to be as up front as possible with regard to our costs and consider it unethical to start charging extras at the end of the work simply because a few splices have broken.
iii) Our equipment and processes are purpose designed for cine transfers and as such treat all gauges of film delicately anyway.
iv) We have to proof and check splices in advance to accommodate our machine's needs but also to make a good show of your material.

Are subsequent copies of the DVD the same price as the first one?
No! They are cheaper. The first mastered one(s) take longer but subsequent copies are cheaper. (see 3 for 2 offer)

I can't exactly remember what's on my reels! Is there a way that I can edit the transferred footage myself?
Yes! Due to the huge increase in customers looking to take greater control over their cine material and the ease of doing so with today's more powerful computers, simple software and bigger/cheaper hard drives, we are invariably asked to provide additional edit friendly versions with each order.

Given that most films have bits that need to be cut out, re-ordered or enhanced with titles etc, this has become an incredibly popular option.
To assist you, we've also produced a free guide to editing which in plain language explains the basics. Apart from some simple editing software and an appropriate PC, you'll just need access to an everyday Mini DV camcorder from which you can output your film.

There are in fact four common edit friendly alternatives that are available to you:

Mini DV:
Considered by many to be an ideally suited format, Mini DV provides an economical but highest quality solution which is simple to import into your PC. You'll just need access to an everyday Mini DV camcorder from which you can output your film to an AVI file. For those after a quality finish, the golden rule to edit in best quality format initially and then distil to a more compressed format such as mpeg2 to make your dvd thereafter.

AVI Files:
This format obviates the need for employing a Mini DV camcorder to capture the files. Here you simply load the videos files onto your PC via our discs. Alternatively, for an additional cost, we can make your life even simpler by providing your files on an external hard drive.

MPEG2 Files:
In the hierarchy of video files, these are more compressed than avi files and hence smaller in size. They also obviate the need for employing a camcorder to capture the files. Here you simply load the videos files onto your PC via our discs. Alternatively, for an additional cost, we can make your life even simpler by providing your files on an external hard drive.

DV Files (MAC):
As per AVI files above and also this obviates the need for employing a Mini DV camcorder to capture the files. Here you simply load the videos files onto your PC via our discs. Alternatively, for an additional cost, we can make your life even simpler by providing your files on an external hard drive.

What do I have to do in advance of sending the films?
Not much but if you have not viewed your films in recent years, we advise you to scan through the contents of your film(s) using a projector and (assuming they are numbered) check the reel numbers correctly match the numbers on the boxes, particularly numbers 6 and 9!.

Check also that all spools are wound the correct way round start to finish. White leader tape should be found at the start of the spool and not in the centre. If your films require editing we recommend transferring the entire contents onto tape or disc then creating a simple edit list using the time clock on the front of your video or disc player. A note explaining how to do this will be found inside the cassette case that accompanies the tape or disc. Do appreciate that there will always be some loss in picture quality in the transfer process whichever format you choose.

Do you alter the originals?
No, your original material will be returned to you unmodified.

Can you extract photos from my movie?
Yes. Should there be a particular image that you'd like extracted from whatever your movie material is, be it video, camcorder tape of cine film, just drop us a line here explaining what you want to do and we'll contact you to run through the process. We'll work with you to extract and save those images and it doesn't cost a fortune!

3. Video & Camcorder Transfer FAQs:

What are DVDs?
DVD has the same physical format of a CD with a data density approx 8 times ( 4.7 GB ) of a CD. DVD video ( we usually just call it DVD ) has become the standard format for videos on a DVD. Videos are digitized and compressed into MPEG-2 data stream ( MPG file ), at a variable bit rate ( 9.8Mbit/s max. for video + audio, sampling at 48kHz ). The MPG file is then output to a special format on a DVD along with other control files so that it is compatible with most set top DVD players

How many camcorder tapes can you fit onto one dvd?
To maintain quality, we tend to transfer one camcorder or video tape tape onto its own dvd. This also results in a simpler transfer where the tape can always be matched to the dvd at a later date. Its also advisable since many camcorder tapes are long play and last longer

Does it matter if my tapes are recorded in long play?
No. we don't charge more and simply absorb any additional costs into our business overall. Our machines can handle all formats.

Do you alter the originals?
No, your original material will be returned to you unmodified.

What’s the quality of a DVD like?
The video quality of a DVD , is better than a Super VHS tape. A single sided, single layered DVD could have more than 2 hours of high quality video although if you're looking for absolute quality, then we recommend a maximum of 1 hour per DVD.

What possible DVD compatibility issues are?
If you already have a DVD player, then in the vast majority of cases, the DVD which we'll create for you will be compatible. However, It's always worth checking beforehand with your manufacturer. We are not responsible for problems due to incompatibility of your DVD player with our media.

What's the Quality like?
Our studio uses quality digital transfer machines specifically designed to digitally transfer your material.

During transfers, we can even digitally remaster and repair your film as it transfers it to DVD.

This benefits you by dramatically improving both the visual and audio quality of the resulting material.

This is important with older tapes that have suffered over time in respect of a slight fading for example.

Correction of Video Errors Associated with Worn Out and Older Stretched Tapes:
When we transfer your material, should you wish, adjustments can be made to reduce a number of errors which are commonplace to older stretched tapes.

Examples include but are no limited to:

Picture Jittering
Colour or Tint Errors
Colour Bursts

As well as stabilizing your video, we might also improve quality using brightness, sharpness & contrast adjustment controls.

These important alterations can make an enormous difference to the end result.

Proven DV Co dec Technology:
This is the DV co dec chip providing the industry's best picture quality preservation during analog-to-DV and DV-to-analog conversion.

Clean, Stabilize and Enhance Analog Video:
We employ advanced 3D Y/C separation and 3D noise reduction functions for enhancing analog video quality.
Poor analog source video is filtered prior to DV conversion to provide better quality video.

Advanced Image Enhancement Features:
- 2D/3D Y/C separation – Separates the Y/C (S-Video) signal to RGB using chronological information between signals (applicable for NTSC only)

4. Slide & Negative Scanning FAQs:

Why Scan your Images?
1. To stop the deterioration of your prints and slides. Film fades over time, digital files do not. Preservation is the number one reason people digitise their photographic memories.

2. To stop the colour shift, fading, and loss of detail that is occurring every day.

3. To digitally manipulate and repair images. It’s so easy for you once scanned.

4. To preserve and archive your family history for later generations, some
images are irreplaceable. Digitised photos and slides will not deteriorate.

5. To organise your entire photographic collection on CD or DVD. Images can
more be easily organised into groups on your computer.

6. Sharing! - It’s so easy to share the images once scanned with friends and family over the web.

7. To watch as a TV Slideshow - With music added, a walk through your family memories can be so enjoyable and emotional on your home TV!

8. To protect your collection from disasters such as fire and floods. You can make
several copies, one for storing in another location such as a safety deposit box.

What’s your usual turnaround time?
All scanning work is normally carried out within 7 working days of receiving your order and payment being cleared. The smaller the order, the faster the turnaround. Larger orders (i.e more than 500) may take longer in which case we would email you an estimated completion date.

How can I help myself?
Any negatives must be 2-6 frame strips and clearly labeled as to which ones should be scanned. We would recommend that you indicate the ones that need scanning by marking the negative holding sheet either with stickers or permanent pen, and write a list of which negatives you want scanned on paper. If you're sending any negatives which run from 1-36 then we advise you to attach a list of which frame numbers need scanning. Be aware that this may include frames spanning two numbers.

What is a Pixel?
A pixel is a small square of digital "information". Millions of pixels combine to make up a digital image. A digital file with not enough pixels produces a low quality print. A digital file with enough pixels produces a good quality print

JPEGS OR TIFFS?
It's an abbreviation for a Tagged Image File (TIFF).

The biggest advantage of saving files in the tiff format is that no information is lost at all. The downside of tiff files is that the file size is larger. .

The JPEG or 'Joint Photographics Expert Group' format uses a compression technique that discards data not key to the display of the image. It is therefore categorized as a "lossy" file format. Although millions of colour variations are retained, jpeg compression discards information on pixel frequency values since certain pixel values may be averaged to the values of those pixels in its immediately surroundings.

The actual level of jpeg compression will affect just how much information is lost.

5. Photo Restoration FAQs:

Can I order larger prints or more than one print?
Yes, of course you can! Since we mainly charge for our time and expertise, the costs of any larger or extra prints are kept down. We pass this benefit on to you the customer.

Do you alter the originals?
No, we only take a digital copy from your original. Your original will be returned to you unmodified.

What do the finished prints look like?
At Supaphoto, we use some of the best materials and equipment to ensure that the finished image looks as best as possible. We use high quality fine art photographic paper with a average lightfastness factor of approximately twenty five years. A high percentage of our customers are returning customers and we aim to keep it that way!

Do you accept every job?
No. On extremely rare occasions, we are regrettably forced to reject certain types of restoration work on account of the difficulty involved to make a good job of it. For this reason, we ask that all restoration work be sent with an additional stamped addressed envelope. In the rare instance that we have to reject the job, we will use your stamped addressed envelope to send your image(s) back to you. Please note however, that this is very unusual.

6. DVD Duplication FAQs:

What is your turn around time?
The generic duplication turn is 7-9 business days, while replication is a 10 – 12 day turnaround. We can accommodate rush orders within 24 hours and consistently work with our customers to ensure that even the most stringent deadline requirements are met.

What programs should I use to create artwork for my CD/DVD?
When creating CD artwork, Photoshop, Illustrator, Corel Draw and Quark Xpress offer the best applications for art; We support both Windows and Macintosh platforms.

What programs should I use to create artwork for inserts and traycards?
Inserts and traycard artwork should be created using the same programs as above.

What are my packaging options?
Offerings include standard packaging – a clear plastic protective case, sleeve or a Clam Shell. We can also accommodate any of your custom packaging needs. Just speak with one of our Project Coordinators regarding the many options available. We will work with you to create a satisfying solution to all of your packaging needs.

Do you provide film service?
Yes, we can provide you with custom printed, high quality films so that artwork may be proofed for accuracy, ensuring a 100% optimal finished product

Will you create my artwork for me?
Yes, we have graphics designers on staff that will work with you to help your company achieve the custom image that you desire.

Is it less expensive to use black printing CD’s?
Yes, when duplicating, black ink is the most economical choice. Color printing is an additional charge. When replicating, 2-color silkscreen is the standard.

Is it recommended to mail jewel cases or window sleeves?
Window sleeves or C-Shells are the best option for mailing. Jewel cases may also be mailed if packaged properly. Your Project Coordinator can assist you with any packaging questions that you may have.

What Enhancements Do You Provide?:
The promise of a quality duplication service is good but not enough at Supaphoto. We offer a full suite of options which range from a simple and cost effective duplication only service to CDs/DVDs that complete are printed to your specification. Other enhancements include printed booklets, plastic wallets and cases.

Added Value Services Include:

Menus
If desirable, your disc can feature an interactive menu, allowing the user to instantly access specific sections of the video(s). If you explain to us your needs, we can design things to match your requirements accordingly.  

To personalise the menu, you can supply us with your own images and text. The menu can even include background music and motion attributes.

Authoring - Creatively done to add value
We offer a professional and creative authoring service. Before we can create your master disc, your video will need encoding to a variety of formats including MPEG2 for DVD. We use production quality DVD authoring software which translates into a visually impressively end product.

Whatever your original format is, we can encode from any broadcast or domestic tape format, or even from an AVI file. Alternatively, we can also extract and use files from an existing DVD or VCD / SVCD.

Personalised Printed DVD Covers
Give us the artwork and text - we'll print your covers too.

CD & DVD Packaging
We offer a full range of packaging options including slip cases, jewel cases and DVD cases. Alternatively, you may prefer to supply your own.

Printing
Your CDs or DVDs can come complete with or without text or images.

Loop Mode
If required, the disc can be configured so that it continually replays or 'loops'. This is ideal for shows where it sits playing continuously in the background.

Editing Service
Should, you require editing, i.e parts within films that need to be removed, re-ordered, restored, or be visually/audibly enhanced with titles etc, we can also assist you - simply call us to discuss your needs and we'll try to address them in the most cost effective way possible.

What is the resulting quality like?
Apart from obvious quality that will result out our careful work, we also use some of the best quality materials such as CDs/DVDs since delivering a quality, fault free product is as important to us as it is to you.

Why do we do all of this?
Because service is everything and we’ve grown our business steadily through referrals.

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