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Email us at questions@southtree.com or give us a call at 800.656.6032. Our phone hours are 9:00am - 5:00pm EST.

Southtree (May 2025)

Easily find quick answers to our most common questions.

Southtree Help Center

How does Southtree digitization work?

Can you convert my tapes? Is it a high quality transfer?

Can I play my thumb drive on my TV?

Why are my audio reels split into multiple files?

Why are my tapes split into multiple files?

Why is my film reel split into multiple files?

How do I access my thumb drive files?

What is the video quality?

What is your privacy policy?

Do you repair film?

Can I send my photo items to you in albums, frames, cases, carousels, or sleeves?

Does my Southtree Box expire?

Do you offer gift certificates?

How do Southtree Groupon vouchers work?

Do you provide services internationally?

How do I unsubscribe from texts and/or emails?

What is the price of an extra item?

Can I drop off my media in person?

How do I get the digital files on my computer?

What are the dimensions of your boxes?

Can you convert 110 Format Slides?

Do you send back my originals?

Is it safe?

What do I get back?

What's the format of the digital files?

I have an iPad or newer computer - I don't want DVDs

Do you ship to Hawaii and Alaska?

What formats do you convert?

Why should I digitize my home videos and photos with Southtree?

How many DVDs/CDs will I receive if I select the disc set?

How do I use my thumb drive or digital download?

How It Works

What aspect ratio are videos digitized to?

What is digital download?

What if my tapes aren't full?

What resolution do you digitize tapes to?

Why won't my photo disc play on my DVD player?

Do you repair broken tapes?

There’s some weird tracking at the bottom of my tapes. What is that?

How do you count film reels?

What format are the digital files on my USB thumb drive or digital download?

Do you convert copyrighted material?

Do you convert foreign or PAL tapes?

Will the DVDs/CDs play in my DVD player?

Will all of my digital files fit onto one thumb drive?

Can I copy the DVDs/CDs that you create?

Can you copy my personal DVD to a video or digital file?

Do you offer editing services?

What We Digitize

What will I receive back when I purchase a reel-to-reel USB thumb drive or digital download?

What You Get Back

When will I get my refund?

What’s your return policy once my items have been digitally preserved?

How do I receive a refund for my order?

Can I combine multiple promo codes on a single order?

How do I redeem my promo code?

Can I have a refund if I missed the sale or the price of an item dropped?

Payments & Promotions

How do I prep my film before sending?

Do you clean film before you digitize it?

Prepping Your Media

We appreciate your feedback!

How should I clean my photos?

Where can I leave feedback?

What's your cancellation policy?

How do I safeguard my USB thumb drive?

How do I backup the digital files on my USB Thumb Drive?

What’s your return policy?

How much does it cost to ship my order to Southtree?

How do I set up a return?

Why haven't I seen an order update in a few days?

How can I check on my order?

Where do I send my order?

What's covered by the shipping?

Where are you located?

Contact Customer Support

Is there a time limit on my order?

How do I redeem my Groupon?

What forms of payment do you accept?

How much does it cost?

How long does it take?

How do I place an order?

My Orders

I have a problem with my order, what do I do?

Order Changes & Returns

Can I ship my order in multiple boxes?

What are my shipping options, and how much do they cost?

Can you ship to a PO Box?

Can I change my shipping address?

What if all of my items do not fit in my Southtree box?

How long does it take to receive my Southtree box?

How do you ship my items back to me?

How do I ship my media to Southtree?

Shipping

What will I receive back when I purchase a reel-to-reel CD set?

Which storage option is best?

I need my digital download link. How do I get it?

Can you transfer my personal DVD or mini DVD to a digital file?

How can I Live Chat with Southtree?

Why is there blue screen on my files?

Can you convert my film reels?

Why is there extra blank footage on my digital files?

Can you color correct my film?

Why does my film jump around?

Why does my tape play fine in my player, but my DVD looks lower quality?

My USB thumb drive keeps asking to be formatted every time I plug it in. What should I do?

How can I edit my audio digital files?

What can I do with my digital files, and how do I edit them?

Why can't I change the names of my files in Google Drive?

What are the weird lines at the bottom of my tape?

Can you combine my tapes onto a single DVD?

My digital files look jumpy or choppy when I play them back in Quicktime. What should I do?

Why won’t my digital files work in iMovie?

What is optical sound, and can you capture it from my 8mm or 16mm film reels?

What is tracking?

Do you offer bulk pricing?

How do I play my DVDs/CDs?

What are the film reel sizes you accept?

Can I add a USB thumb drive to my order?

Can I submit multiple promo codes on a single order?

Can you scan old newspaper or yearbook articles?

I would like to change or add items to my order. What should I do?

Do you transfer mini audio cassettes?

Can you fix the tracking on tapes?

Can you convert my videotapes?

I have a complaint. Who can I talk to?

Can I mix and match my formats and add ons?

Do you convert floppy discs to digital?

Can you convert beta tapes?

Did you receive my order?

Can you ship to an APO or FPO?

I moved. How do I update my shipping address?

What are all these output formats I can select for my order?

Can I get copies or duplicates of my DVDs/CDs?

What do I do if my voucher code has expired?

Do you restore old photos?

How should I package my order for shipment?

What kind of packaging should I use to ship my order?

How do I enter my voucher code?

What type of turn around time can I expect?

What do I do if I see an unauthorized charge to my credit card?

Do you convert commercial material?

What is your process to convert film? What is the quality like?

How do I talk to someone?

How do I apply a coupon to my order?

How do I log in to the Cloud to watch my videos online?

What do I do if my Groupon voucher code has expired?

What is your location?

Are you able to transfer adult material?

How many film reels fit on a DVD?

What is the scan resolution of your photos?

How can I track my order?

What is your phone number?

Do you offer donations to organizations?

How do I cancel my Cloud Service?

Can I combine different formats in my order?

Do you convert vinyl records?

Will my audio tracks be separated?

Do you convert audio reel-to-reel?

Do you transfer micro audio cassettes?

What format are audio cassettes converted to?

Can you convert my audio format?

Do you convert photos to CD?

Will you keep my photos in chronological order?

Do you have bulk pricing for photos?

Can you convert my 35mm negatives?

Can I edit my photos once I receive them back?

What is the photo resolution?

Will you clean my photos before scanning them?

Do I need to take photos out of the albums?

How should I organize my photos?

Can you convert my photos? Is it a high quality transfer?

Can you capture sound from my 8mm, super 8, or 16mm film reels?

Can each reel go on its own DVD?

How should I organize my film reels?

Will you edit, improve, enchance, or restore my items?

Can you convert my 8mm, 9.5mm, or 16mm film?

Will I get DVDs and CDs when I add a thumb drive?

Are you able to transfer explicit material?

How much does it cost to convert tapes?

Do you rewind tapes?

How do I cancel my order?

Do you ship to Canada?

Do you transfer Mini DVDs to standard DVDs?

Will my DVD play in my Blu-ray player?

What if my tape is over 2 hours?

Do the DVDs include chapters or title screens?

Can you convert foreign tapes?

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