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FAQ

How long will it take?
In general, most orders are completed within 5 – 8 working days but larger orders may take additional time. Please contact us if you have a specific timeline in mind.


How do I get my order to you?
A FREE pick-up and drop-off service is available in the Nelson, Richmond and Stoke areas. Please call to book a pick-up time. Otherwise, please use a secure NZ Post or courier service to ship your order directly to us.


Can I provide you with a USB or external drive?
Yes you can. Please make sure that your USB or external hard drive has enough space to hold your transferred files. Minimum of 8GB recommended. Please see USB size guideline table.  We are also able to provide you with a USB or external hard drive for an additional fee.


Do you outsource orders overseas or to other providers?
No. Photofriend is a quality service provided by White Cloud Creative Limited – A 100% New Zealand owned and operated company. All orders are processed locally at our secure location. We never ship your order overseas, or outsource it to another company. 


How do I send my material to you?
Send your carefully packaged material to:

Photofriend,
P.O.BOX 556, 
Nelson 7040

Or, if you prefer, to our street address:

Photofriend,
17 Pinnacle Place,
Wakatu, 
Nelson 7011


How do I pay?

You only need to pay once your order has been completed and you have received our invoice by email. Payment is required on presentation of the invoice.
Note: We will dispatch or deliver your order once payment has been received.


Payment method

• By direct internet banking (our preferred option)
• By credit card – PayPal, VISA or Mastercard (on request). Credit card fee applies.
• By cheque (this option takes longer to clear and fees will apply).


 

VHS AND VIDEO TRANSFERS

How private are the video transfers?
We always respect your privacy, as we do our own. We will never share your files with anyone. Only our technicians will view portions of your material to ensure we get the best quality. We keep a copy of your files for 15 days in case any changes are required, after which we delete your files forever.


Are you able to create custom videos of special occasions?
Yes we can. We can create custom videos, slideshows and presentations from your supplied material to suit any special occasion. We use Adobe Premier Pro CS6 and Media Composer to edit your video files. Please contact us for pricing.


Can you transfer my tapes in order if I label them?
If so requested, your video tapes will be converted in order. If you want them transferred onto a USB or external hard drive, we will create a file name with the same title as your tape for easy navigation and editing on your computer.


Can you transfer my video to files so I can use it on my computer?
Yes, we can convert your video to MP4,  MOV files for Mac and or AVI files for PC for easy editing.

We can also convert video files to the following formats:
MP4, Apple Videos(MOV, M4V, QT for iTunes/Quicktime), ProRes, HD Video(1080p, 4k, H.265), AVI, WMV, ASF, SWF, FLV, F4V, DVD, H.264, MKV, 3GP, 3G2, MPG, MPEG-1, 2, 4, WebM, DivX, Xvid, DV, Web Video & 3D Video, for Youtube and Facebook.


Will the quality of my transferred video be as good, or better, than the original tape?
Video tapes deteriorate every day, some more than others, and some are beyond recovery. We can only transfer the tape in its present condition, however we can improve the quality to some extent – we can clean the tape if it’s moulded and adjust brightness, colour, contrast and sharpness if needed. We do not compress any video or use cheap USB conversion and transfer devices – all our transfers are done with high quality equipment at maximum resolution. You will get the best possible image quality the tape will allow us to extract from it. We will notify you if your video tape has deteriorated beyond recovery, before we attempt a transfer.


Can I watch my transferred video on my computer or TV if it is on a USB stick?
Absolutely, we transfer videos to USB in an MP4 format that PCs, Macs, streaming devices and all modern TVs and SMART TVs with a USB port can play perfectly.


I have a lot of video tapes. Can I get a better rate?
Yes you can. We offer discounts for bulk orders. Please call us to discuss your order.


 

SLIDES, NEGATIVES AND PHOTOS

Why wouldn’t I scan the photos myself?
Of course you could scan your photos and slides yourself. However, you would need an excellent scanner, a 20mp (or more) digital camera with all the necessary attachments, and the latest image scanning technology. You would also need a solid knowledge of photographic principals and image manipulation skills in Photoshop or equivalent software. It would take weeks, if not months, and it could be very expensive if you don’t know all the pitfalls involved. You also stand the risk of damaging, scratching and leaving marks on your negatives or slides – why not just sit back, relax and let us take care of all that?


What does DPI or PPI mean?
DPI: Is dots per inch. That is the number of dots in a printed inch. The more dots, the higher the quality of the print with noticeably more sharpness and detail. PPI: Is pixels per inch. Also commonly used to describe the pixel density of a computer monitor, smart phone and tablet screen. But it can also refer to the pixel density of a digital image. We use 2400dpi for all slides but can scan to 4000dpi or even higher if requested at an extra cost per scan as it takes substantially longer.


Can you create a custom slideshow of my slides or photos?
Yes we can. Just let us know your requirements.


What do you do to my slides and photos during scanning?
Our photo and slide scanning service includes standard cleaning, dust removal, photo rotation, and basic editing in Photoshop where needed. We can scan your photos and slides in a particular order upon your request.


My 35mm slides are stored in carousels, is that a problem?
Not at all! There is no extra charge for sending us your slides in carousels (80/100/140 trays).


What if my photos are in albums and not loose?
No problem. We will remove the photos from your album, if not stuck permanently, and scan them in that exact same order for an additional fee of $0.25 per photo. We will scan or digitally re-photograph photos that cannot be removed from the album individually for an additional fee of $0.50 per photo.


If you have any other questions not mentioned here please contact us with the contact form, or call us on 03 546 4148 or 021 055 3102