Support

  • FREQUENTLY ASKED QUESTIONS





    Please Note:
    Orders received not following our Packaging Instructions will be charged up to an additional $0.10 per image and $10 per video when processed, or your order may be rejected and shipped back without processing. To avoid this extra charge per image, please prep and pack your box in accordance with our Packaging Instructions.
















    Shipping Reminder:
    To best ensure the safety and integrity of your items during shipment to our facility, as well as real-time tracking, PhotoBin only accepts UPS or FedEx shipping. PhotoBin is not liable for the safety of your contents during shipment to our facility; therefore, we highly recommend also using UPS or FedEx boxes, not envelopes, for your UPS or FedEx shipment. Please avoid all flimsy containers such as mailing envelopes, shoeboxes and improperly secured and sealed boxes as they may result in damage or loss prior to delivery to our location.






    Note:
    We accept the following video formats: VHS, VHS-C, Video 8, Hi-8and Digital 8 in NTSC only; Mini-DV and DVCAM in NTSC and PAL. We do not accept PAL formats not listed here. We do not accept Beta or Audio Tapes.
    Copyrighted tapes cannot be converted. Please do not send them.
    If materials that do not match these guidelines are included with your order, you may incur additional charges without notice.


    Photo, Slide and Negative Scanning

    How do I package my photos, slides and negatives?
    Great question! We have detailed, step-by-step Packaging Instructions to follow when you send your order. As we state during your order, orders must be prepared, packed and shipped according to our Packaging Instructions. If these instructions are not followed, up to an additional $.10 per item will be charged to your order. Packaging Instructions can be found in your Order Confirmation email, which you should receive in your inbox within 24 hours of purchase (check your email’s SPAM folder if you don’t see it within that time frame and call us immediately -- before you send your materials -- if you don’t see it there either). The Packaging Instructions are also included in your Packing Slip within your Order Confirmation. And the Packaging Instructions are also available to you anytime at www.PhotoBin.com.

    What sizes of photos, slides and negatives do you accept?
    We accept photo sizes between 3"x3" and 5"x7". For Mix Pics orders, we accept any combination of the accepted photo sizes above plus slide formats of 35mm, 135mm and 126 and negatives formats of 35mm, 135mm and developed APS cartridges. See accepted slide and negative formats. Oversized photos can be scanned for an additional per-item fee. (Oversized is any photo larger than 5"x7" up to 11"x17”; Oversized items are charged separately and do not count against your Photo or Mix Pics Pack count.)

    Can I get my items scanned in a particular order?
    Yes, you can upgrade at checkout to have us scan your items in the order received rather than by size. Please follow the Packaging Instructions carefully, separating and securing each type of media separately (photos, slides and negatives) then ordering within each media type as desired. Note: We will do our absolute best to keep materials in the same order for return shipping but this is not guaranteed due to occasional rescanning of images or groups of images. This service is only for scanning your items in the order received.

    What level of photo resolution is available?
    Photos are scanned at 300 DPI and slides and negatives are scanned at 1000 DPI, good for standard sharing and equal or smaller sized prints. If you intend to create new prints, enlargements and photo products from your scans, we recommend upgrading to high resolution scans to best capture all details in your originals (from 300 DPI to 600 DPI for photos, from 1000 DPI to 3000 DPI for slides and negatives). The quality of your original images determines the ultimate outcome; however, higher DPI gives you more options for reprints. Note: Upgrading your scanning resolution will not correct out of focus shots, torn photos, bend lines, etc.

    Do you offer photo repair services?
    No, we do not offer photo repair, restoration or retouching services.

    Do you accept materials with copyright?
    We cannot process copyrighted materials. Please do not send them.

    Can I get an estimated turnaround time for my order?
    Our turnaround times vary based on the products and services ordered, as well as the date we receive your order at our facility. See estimated turnaround times for shipments received at our facility today.

    My topic is not listed.
    Please see the other sections of this FAQ page. If you still do not see an answer to your question, please email our Customer Service team at CS@photobin.com or call 800-441-3175 in the U.S. or 858-869-9900 outside the U.S. Hours of operation: Mon.-Fri., 8:00 am to 3:00 pm, PT.

    Video Conversion

    What kinds of videotapes do you accept?
    We convert all non-copyright material for the most popular home movie videotape formats (NTSC and some PAL formats). Please see our visual guide of Accepted Videotape Formats for all details. And for more information on shipping your order, please review our Packaging Instructions and apply them as you prepare, pack and ship your order.

    How do I package my videos?
    Great question! We have detailed, step-by-step Packaging Instructions to follow when you send your order. Orders must be prepared, packed and shipped according to our Packaging Instructions. If these instructions are not followed, up to an additional $10 per item will be charged to your order. Packaging Instructions can be found in your Order Confirmation email, which you should receive in your inbox within 24 hours of purchase (check your email’s SPAM folder if you don’t see it within that time frame and call us immediately -- before you send your materials -- if you don’t see it there either). The Packaging Instructions are also included in your Packing Slip within your Order Confirmation. And the Packaging Instructions are also available to you anytime at www.PhotoBin.com.

    Do you accept materials with copyright?
    We cannot process copyrighted materials. Please do not send them.

    How many DVDs will I get with my order?
    For each converted videotape, you will receive 1 DVD. For example, if you send 4 videotapes for conversion, you receive 4 DVDs in return, plus your originals. If you would like additional sets of your video order for gifts and off-site backup, you may add that option during the checkout process. If adding the option after checkout, email us at CS@photobin.com and we can help you.

    Will I be able to play my DVDs on my DVD player?
    Video conversions to DVD are intended to be used with a computer with a DVD drive; however, most newer model DVD players will play the DVDs. We have found that some will not, usually older model DVD players (usually 2004 models or earlier).

    Can I edit my video files once converted?
    Yes, you can. To edit your video files, use a free program such as VLC or other to resave the files onto your hard drive as an .MP4 (or any other file type that you choose). Note that the ripping software may be a separate function than the editing software...newer programs usually combine the two, older programs usually require two steps.

    My topic is not listed.
    Please see the other sections of this FAQ page. If you still do not see an answer to your question, please email our Customer Service team at CS@photobin.com or call 800-441-3175 in the U.S. or 858-869-9900 outside the U.S. Hours of operation: Mon.-Fri., 8:00 am to 3:00 pm, PT.

    My Orders

    How do I package and ship my order?
    Your order is important to us. To offer you the best service possible, we make detailed Packaging Instructions available to help you confidently prepare, package and ship your items. Please note: Orders received not following our Packaging Instructions will be charged up to an additional $0.10 per image and $10 per video when processed, or your order may be rejected and shipped back without processing. Please review and apply our Packaging Instructions to avoid unnecessary charges.

    Which shipping methods can I use?
    To best ensure the safety and integrity of your items as well as to provide real-time shipment tracking for your package, we only accept UPS or FedEx shipping. We return-ship your completed order according to the choice you make at checkout: UPS Ground or UPS Ground Signature Required. See our Packaging Instructions for more information on preparation, packaging and shipping your order.

    Do taxes apply to my order?
    Taxes vary by state and in many cases by county and therefore are charged at checkout, if applicable.

    When will I receive my completed order?
    Our turnaround times vary based on the products and services ordered, as well as the date we receive your order at our facility. See estimated turnaround times for shipments received at our facility today.

    Do you offer a rush service?
    Yes, we do offer a rush service (Priority Service). Your order will be processed and converted upon arrival at our facility within 3 business days and then shipped back to you standard 3 to 5 business days. You may add Priority Service during the checkout process.

    Can I combine multiple orders in one box?
    Yes, you can combine multiple orders in one box if you like. However, please note that any shipping and handling fees included with each voucher will still apply per the terms of the vouchers, regardless of whether you combine the orders in one box or send them as intended, one order per box.

    Also note, if combining orders into one box, it is very important that you print out the unique Packing Slip for each order and include each one inside the box. Your Packing Slips can be found within your Order Confirmation emails, sent to you at time of checkout on www.PhotoBin.com (one Order Confirmation email per order placed).

    Lastly, when shipping multiple orders in one box, be sure to separate materials by order within the one box. Each order in the box will be converted to its own DVD (Mix Pics packs) or set of DVDs (Video packs), unless clearly stated otherwise on the Packing Slips included in the box.

    My topic is not listed.
    Please see the other sections of this FAQ page. If you still do not see an answer to your question, please email our Customer Service team at CS@photobin.com or call 800-441-3175 in the U.S. or 858-869-9900 outside the U.S. Hours of operation: Mon.-Fri., 8:00 am to 3:00 pm, PT.