FAQs

What Happens Next:

Once you have purchased your items package them up and send them on to us!

Send them to;

iMemoryBox
83a Victoria Road
Darlington
DL1 5JQ

If you would like to arrange a collection please contact us prior to placing your order. Collection is only available depending on the weight of your item and your personal circumstances, we otherwise recommend you send your memories via Royal Mail Special Delivery as we found it the safest way to transport your memories.

I want to speak to someone:

That's fine, call us on 0191 645 1326 or 07967 020 007, we are very friendly and love to talk to our customers!

I have a problem with my transfers or a complaint:

Please raise a support ticket by clicking here. Please note it may take up to 28 days to resolve raised tickets, however we try our best to make sure they are answered within 72 hours.

How do I redeem a voucher or coupon?

Once you are in the checkout after adding your products to your cart, select "add coupon" and input the code into the box provided, it will then apply your discount!

How Long Does It Take?

Our optimum turn around time is usually up to 10 working days from when we receive your tapes, however during busier periods this can be up to 28 working days.

Can you Improve the quality of my tapes?

We try our best to improve the quality of all of the tapes we get, however over time tapes depreciate in quality which we can not fix. Some of your tapes may require manual tracking in which case we will try that method should the copy be unsuccessful. At iMemoryBox we do not guarantee quality standard or the success of transfers, this is because every tape varies in quality, we do try to improve the quality the best we can, and if the quality is unwatchable we will try our best to make it better. In situations where footage is unwatchable or unsuccessfully transferred we will not charge for the unsuccessful tapes unless you have bought as part of a package, in which case we will offer you a store credit.

How long can you fit on one DVD?

You can fit up to 4hrs on a single layered DVD, this would be at the best Quality Setting, we can use different methods to fit more on, such as if you have a long play DVD which runs for 8 hours we can fit that on the 1 DVD with a small loss of quality. Generally if we were to fit more than 4 hours on one DVD it would reduce the quality.

Do my tapes go on one DVD or multiple DVDs?

To maintain quality and because of the way our transfer machines work we put your tapes on to their own DVD, this also maintains the quality without reduction, most of our machines also have a built in enhancer which improves picture quality.

Do you title the DVDs so I can tell which is which?

We label each of your DVDs with numbers that match the original tapes. You can ask us to label them with Printed Titles for an additional charge if you wish.

Do you send my tapes or cine film somewhere else?

NO! We do everything in house here at iMemoryBox and take great care with everything we do, like you we know how precious memories are so we do our best to look after them.

How long have you been in business?

For over 10 years we have been transferring memories to DVD from many many many formats! So we have learnt a lot in the process about looking after your tapes, transporting and making sure we get the best quality from your tapes.

Will the quality be better?

In most cases yes! And if not it's generally down to the deterioration of the tapes. If you receive your tapes back and the quality is poor, please ask us and we will try it on another machine. Although all DVDs are checked rigorously before returning them!

My DVDs aren't working...

We are sorry to hear that! Please call us on 07967 020 007 and we will try and resolve this for you!

My DVD's have not been delivered....

Sorry to hear that your transfer has not made it to you. There has clearly been an issue with Royal Mail and your delivery address, please go to your local depot and report it missing. In most cases it will me there waiting for you as it was too large for your letter box. If not there we ask that you pay for Special Delivery and supply an alternative postal address.

What happens to our tapes if we don't want them back?

We store them for a while, just incase you need more! After a period of time we will notify customers that we are destroying all achieved tapes and you will have the option to have them returned. Otherwise we will recycle them safely.

Why do you keep back ups?

This is incase you need any more copies and also incase things go missing in the post! We keep them for a period of time and then safely dispose of them. Keeping achieved video material which you send us is strictly confidential and we adhere to the Data Protection Act 1998. We do not share your information or materials with anyone. Back ups are made purely for security and ease in the future should you wish to have more copies made.

Do you ship abroad?

Yes, we are a world wide company, however if you are in North America please visit our sister site GotMemories.com

When watching the DVD, why does the picture sometimes “freeze”?

This is commonly seen when playing a recorded disc on an older or bargain-priced DVD player. These are optimized for mass-produced stamped-out discs. Individually recorded DVD+R and DVD-R discs don’t reflect as much light and are just barely playing. Ideally upgrade to a newer multiformat DVD player that is specifically claimed to be able to play DVD±R and DVD±RW discs, or else buy a DVD recording deck.

What is that stuff that looks like giant grey snowflakes in the lighter areas of the film?

Fungus. This arises if the film has been stored in a warm and damp location. The fungus grows in the gelatin emulsion layer of the film, where the image is. Since the gelatin has been eaten by the fungus, and replaced by fungal waste products, it is not possible to remove this.

Why does my film smell like vinegar?

The cellulose acetate film base is starting to decompose, known as “vinegar syndrome,” releasing acetic acid. This can fade the image and get the rest of the roll started going bad also. Store the film in a can that has holes drilled for air circulation and get it transferred to video soon.

The rolls of 8mm said on the box they were 25 feet, but I was charged for 60. What gives?

Regular-8, or double-8, spools of film were 25 feet in the double width as used in the camera, plus 4 feet on each end for subdued light loading, mid-roll turnover, and unloading. This is a total of 33 feet of film. The film is run through the camera twice to expose both edges. After developing, the lab slits it down the middle and splices it together to yield actual 8mm film for projection. Commonly the length might be 55 or 60 feet plus some in the beginning, middle and end that is fogged. 8mm metal-magazine cameras, and all super-8 cameras, can only yield an actual 50 feet or so.

I sent in a 200 / 400 foot roll of film on a 5" / 7" reel but was charged for 300 / 600 feet. Why?

A given size reel holds a known footage of normal acetate base film such as made by Kodak. If your film is thin-base Fuji or Focal polyester type, it is 1/3 thinner so 50% more will fit on the same size reel. We charge either by actual measured length, or by reel diameter whichever is the best option for you.

The first half of the 8mm roll is black. What happened?

Someone didn't’t read the instructions and ran the regular-8 film through the camera once instead of twice. Since the roll was sent to the lab the wrong way out, this results in the first half of the finished spliced film (instead of the second half) being black. Since the special spool that came with the camera is now lost (that has “Film when on this spool is only half exposed” marked on it) probably everything shot after this will have either black halves or double-exposed halves. (See next section)

The film is double exposed (triple exposed) (quadruple exposed). What happened?

Someone didn't’t read the instructions (see previous section) and lost the special 8mm camera spool. So they no longer can keep track of whether the film is exposed once, twice, thrice or more. This results in inadvertent comical double-exposure effects.

Many of the images are sideways, with heads on the left and feet on the right, or vice versa. How come?

The film was shot by a still photographer who hadn't’t used a movie or video camera before. He is used to turning the camera on its side to shoot portraits of people. It doesn't’t occur to him that you can’t easily also turn the projector or TV on its side to view it correctly. This could be maybe fixed by someone with access to digital video effects manipulation equipment, rotating it 90°. Film to DVD is not equipped for this.

The film image is very dark, red-orange with hardly any other colour, and streaky. What happened?

The camera was threaded incorrectly, with the dark side and not the light side towards the lens.

The film is all biased orange/red and excessively warm. Why?

Either daylight balance film was used under movie lights without a filter, or else the correct tungsten balance film was used indoors but with the daylight correction (#85, or type A) filter wrongly in place.*

The film is all biased blue and excessively cold. Why?

Either tungsten balance film was used outdoors without the daylight correction (No. 85 or type A) filter, or else the correct daylight balance film was used outdoors but with the tungsten correction (type 80B) filter wrongly in place.*

The film goes out of focus when the cameraman zooms in. What’s up?

The distance was set incorrectly when filming. When you zoom in, you have less depth of field so the focus gets much worse. This commonly results when someone is trying to focus by judging eyestrain, on a camera that is not designed for this use.

Everyone is walking backwards. What causes this?

The camera was held upside down when filming. When the film orientation is corrected top for bottom, screen action is backwards. This could maybe be fixed by going ahead and running the film upside down to get normal action, and then having it rotated 180° by someone with access to digital video effects manipulation equipment. Film to DVD is not equipped to do digital video effects.

The film is supposed to be 8mm, but it is twice as wide with two sets of images, one set upside down?

This was regular-8 film developed perhaps in someone’s bathtub, by someone without access to a film slitter. Never fear, iMemoryBox DVD can slit and splice the film for you at nominal cost. However, since we have no knowledge of how many times the film has been rewound, we can’t tell any more which side is the first half and which is the second. So it is 50-50 that it will be out of order.

Why does your service cost slightly more?

We inspect the film, replace bad splices and remove damaged portions, and clean and lubricate it, before it goes to the transfer machines. Then, we actually monitor the film while it is running instead of going off to do something else. This way we can check and correct for focus, going out of frame, hairs in the gate, lost film loops and the like immediately. We feel that film must be closely monitored as there are lots of things that can go wrong requiring immediate operator attention.

I can save money by splicing the film together myself, right?

No! Please don’t! Our splices are precisely scraped and aligned using professional grade equipment, with a permanent solvent weld using fresh film cement. (Except polyester base Fuji and Focal which must be tape spliced.) Among the public on the other hand, film splicing is a lost art. By the time you locate and buy larger reels, and then pay us anyway to re-make all the probable bad splices that would break or jam in the equipment, it will cost you more than if we do the splicing in the first place, which by the way includes the cost of the reels.

How many splice repairs will be needed?

Likely one per 50' of a large reel, and also at the 25' mid-roll splice of 8mm. If your film has been extensively edited for a film class, or shown on malfunctioning equipment, there are likely additional repairs needed. There may be few or no repairs required if the film was spliced by a skilled person who has already added proper leader and trailer for cleaning and threading.

What about off-brand and damaged film?

Folks who tried to save money by purchasing little-known “bargain” film instead of Kodachrome will likely regret it, even if the color is good. 3M made Dynachrome movie film with excessive contrast and truly horrible color. Agfa made film under their name and under private labels. Much of it was never properly lubricated in processing, giving a jittery picture and damaged perforations. Some newly processed Ektachrome film was not lubricated owing to environmental concern. A defective or misthreaded projector will also cause perforation damage to good film. Often only the leading edge of each hole is torn, so the film projects okay backwards but not forward. In this case, the reel can be run backwards and upside down and the transfer corrected in post production. £30 per hour edit charge.
 
 *Color movie film used to be made in two flavors: Daylight and Type A. Daylight gave fine color when exposed with sunlight outdoors. Type A gave fine color when exposed with short-lived (3 hour) photoflood lights indoors. Type A also gave fine color when exposed with sunlight outdoors through a Type A (No. 85) daylight conversion filter. Any other combination gave bad color. Additionally the film would come out greenish under fluorescent lights or mercury streetlights, pure yellow under sodium streetlights, bluish on a cloudy day or in the shade, and yellowish if filming with ordinary household light bulbs.
 Projecting off-color film directly might not look so bad, compared to a video transfer. This is because: 1. Movies are projected in the dark so your eyes will adapt to it somewhat, while video is viewed with the room lights on so your eyes will not adapt.  2. Movie screens are generally not as bright as a TV set and your eyes are then not as sensitive to color problems. 3. Video does not have the latitude that your eye and color film have, so if the color is too far off it will saturate the color signal and gradations in color will disappear. You can best judge a film’s color over a white light box to give you a reference white, not using a projector.


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