Frequently Asked Questions

What services do you provide?

Our services primarily revolove around the digitisation of analogue media to current digital formats. Currently we handle the following video formats: VHS, VHS-C, Betamax, Video 8, Hi 8, Digital 8, Mini DV and Micro MV, we also digitise audio cassette tapes. We also digitise the following photographic formats: 35 mm negative strips, 35 mm slides and photographs.

Are the transfers of a good quality?

We strive to provide the highest quality video and images. Our equipment is of a high standard and is constantly being upgraded, meaning that we can ensure the continued high standards you expect. To demonstrate this, we provide offer a free trial whereby we will convert 5 minutes of video or 5 images completely free of charge and with no obligation so that you may see the quality of our work and judge it for yourself.

 

How long will the transfer process take?

Upon receipt of the original media we aim to have the finished product to you within 5-7 working days, although this may be longer during busy periods. You will be given an estimated date of completion and notified upon dispatch. 

I have a special requirement, can you help?

We always try to accomodate the specific requirements of each customer, they are after all your footage/images. For example, if you need the work doing by a specific date, usually we can do this at no extra cost. If you have any special requirments please state them on the order form or contact us.

Are my tapes/images safe?

Once your media has arrived we have procedures in place to avoid the damage or loss of your tapes. All of our equipment is thoroughly tested to avoid machine breakdowns which can damage tapes. We also make thorough visual examinations of each tape to diagnose any damage, if any such damage is noted, you will be informed and if necessary we will repair the tape prior to transfer, all objects will also be handled with delicacy to avoid any breakage. Each batch of media is also allocated its own secure storage space to avoid cross contamination and any possible damage.

Why do you return the transferred data and original media seperately?

This is done for the security of your data. Although it is highly unlikely your media will be lost/damaged in the post, sending them seperately reduces this risk even further.

Why do you keep my footage/images for 30 days prior to deletion?

This is done solely for safety and convenience. Keeping your data for a short period of time ensures that if lost in the post I can quickly resend it to you. It is also convenient as I can quickly make any additional copies if you decide within the 30 days to purchase any.

How do I place an order?

To place an order, visit our order page. Once there, select "order now" at the bottom of the page. You will then be directed to fill out an online form, in which you will provide your personal details and specify the services you require. Once sent, you shall recieve an email in response to your order, within the email you will find a unique order number and address to send your media. You will then need to dispatch your items and we will digitise then while keeping you informed every step of the way.

How do I ship my media to you?

Once you have completed the order process, carefully package your media in a secure jiffy bag or box and send it to us using a reputable courier of your choice such as Royal Mail or Hermes. We suggest recorded or tracked delivery, as it further reduces the risk of the package getting lost in the post. 

I live locally. Would it be possible to bring my media to you in person?

Of course, we are happy to allow personal delivery. Alternatively, if you live within the area I may be able to provide a pick up and drop off service. This can be arranged at a time to suit you and often comes at no extra charge. I also provide a free personal consulting service to people living within the County Durham area, this includes a breakdown of our services and allows me to determine exactly how you want your media transferred and presented. After all, they are your memories. 

Will I be updated throughout the the transfer process?

I will contact you using your preferred method (e.g. email, phone) at each step of the transfer process. These steps include receipt of your package, initial overview of the content, completion of the transfer, payment information and finally, dispatch. I will also update you on whether there are any unexpected issues regarding your media. 

How and when do I pay?

Payment is requested when the media has been transferred in the method you specify. Once payment has been recieved, your finished transfers will be dispatched to you. In regard to video, payment is not requested at the time of ordering as I charge per 2 hour DVD or per hour of footage and people often are not entirely sure how much is on each tape, as such I complete the work and charge depending on the number of DVD's or hours of footage.

How do you dispatch my transfers and return my original media?

We first notify you on the completion of the transfer process, we then arrage for the delivery of the finished product to you by tracked courier delivery, once this has been done you will be provided with a unique tracking number. We also ship your original media seperately by the same method.

I have not recieved my transferred media. Where is it?

If you have yet to recieve an notification of the dispatch of your parcel then it has not yet been sent. If you have recieved a dispatch email and tracking number you should first check the location of your parcel on the couriers website. If in the unlikely event the parcel has been lost in the post, I will resend the media free of charge.

My question has not been answered, how do I contact you?

Please visit our contact us page for more information.

© 2017 Castle Digital Media

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