If you are have a problem, before contacting us please read through the
following as it may help.
If you wish to arrange a return please see our
Quality of image
Please remember that your
films/slides are most probably a few decades old so may have faded,
collected dust or obtained scratch marks within this time. Our
scanners and staff will offer the best possible picture available
from the material provided however they will not always be able to
provide a miracle modern day equivalent digital image as if it was
taken yesterday. Some images will still have scratch/debit marks
which were not possible to remove with a standard digital scan, some
will have colour faded due to UV exposure, so will have colour
"blotches" due to fading or mould. If you experience any of these
then we recommend using a digital image restore service, we do offer
minor image restores however if the task is larger then we recommend
a local company who can restore any digital image expertly, average
price is £25 per image, simply drop us an email with your
requirements and we will let you know if its something we can do or
if it will be needed to be pasted on to a digital image restore
The blue (or other colour) blotches are fading
of the film, this is usually caused by UV or mould, again nothing to
do with the scanning process its all down to the original material.
Our service is to scan the images to digital in
the best way possible however if the image needs restoring then it
is not something we generally carry out, as this can be hours if not
days of work on each image correcting every small detail, we donít
offer this type of high level restore however we do recommend a
company that do, you will be looking for a digital image restorer,
we recommend a local guy where the average price is around £25 per
image, please email us for his contact details.
also applies to negatives where they have been scanned back to front.
- If your slides do not have a "view
from this side" indicator then we will do the best we can to scan the
slide the correct way but we can not guarantee this will be correct, if
you need to 'flip' the images then we have provided a link above to
XNView a free
software package that can do this.
- Sometimes our scanners may reject certain images for many
reasons such as, image too dark, out of focus, scanner data
glitch or debit on the film causing it to jam in the scanner. If
you do notice that some images are missing from your order
simply drop us a quick email to let us know and then if approved
we will ask you to return the missing films for us to reattempt
the scan, there is no guarantee that the scanner will pick it up
second time through but we are always willing to reattempt.
scanners will automatically crops every image, sometimes they may
crop an image incorrectly, this is mainly due to poor image light levels
of the original photo, 35mm or APS film bar code being dirty and
unreadable or incorrect slide size. We do check all images but do not
compare cropping with the original negative.
Un-mounted or damaged slides
We offer an additional service for slides which are no
longer in their mounts or damaged, this is an extra charge on top of the scanning
cost on each image. This charge covers us mounting your slides in a
temporary slide mount and removing them after scanning - If your slides
are mounted in very poor condition mounts then this charge may also
apply if we can not scan your slide in its existing mount. -See prices
page for cost.
Oversized and undersized 35mm slides
free Picasa software at the above link will provide you with a cropping
tool so that you can judge where to crop the image. If you would like us
to re-crop your image to our best judgement please use our
We are sometimes sent oversized
slides mixed in with standard 35mm slide batches which can cause
A standard 35mm slide in a 2" x 2"
mount with the frame size (film area) is usually about 34mm x 23mm,
although it does vary very slightly by manufacturer and slide age. Our
standard scanners are designed for 35MM slides but any slide in a 2"
square mount can be scanned. Scans from formats larger than 35MM, like
126, 127 or "Super Slides" will be cropped. Unfortunately, a significant
portion cannot be scanned due to the aperture of the scanner. We
can however scan these slides using our high-end scanner which is priced
differently - see 126/127 sized slides on our price list. Please make
sure when ordering you order the correct sized slides and separate your
slides when shipping to us.
We can not be held responsible for incorrect
cropping of slides which are sent in mixed bundles or ordered under
different services, i.e., 126 slides ordered as 35mm slides. We will of
course if spotted scan these slides differently and charge appropriately
but when bulk scanning spotting every incorrect slide is not possible.
We do not touch any film or
negative images, we use air blowers to remove surface dust but if the slides
are dirty or sticky we can not remove this and it may be visible on the
use top of the range scanners and digital ice software to reduce the
amount of dust/scratch marks on the digital image but we can not
100% guarantee that all marks will be removed, basically the better
quality your originals the better results you will get, do remember
that film is static and attracts dust. Monochrome images tend to be
slightly worse for this effect due to the digital ice software no
being able to distinguish as well as with colour images. Most of
colour images come our without any noticeable marks, monochrome
usually come of good too. We can attempt to remove this
Photo Restore Service.
Glass Mounted or plastic sleeves
If you want the best quality
scanned image it is best that we scan slides without their glass or
plastic sleeve protection, our scanners do scan very well with these
type of mounted slides but usually best with it removed as there
will be much less dust and focusing will be much sharper. If you
wish to have your slides scanned without glass/sleeves then you need
to remove the glass before sending them to us, we can not remove and
remount the glass as part of our service. Any glass slides that are
cracked will also need the glass removed prior to sending as this
will be picked up on scanning. Glass mounted slides which are not
standard size, i.e. home made glass mounts and are too large for our
scanners have to be scanned using our medium format scanner at
medium format prices, as long as your
slides is a manufactured mount then this should not pose a problem.
With APS films and 35mm negatives we
do not rotate the images, i.e. if a photo was taken with the camera
sideways then the image will be on the disc sideways, this can again
be rotated using any simple photo software if required.
to the way we scan slides and negatives we cannot guarantee
any pre-set orders of images, we will try stick to an
obvious order where possible however there are many influences that can change
this, for example with slide scanning we use multiple scanners on
larger orders, this keeps the prices down and speeds up completion.
Different types/sizes of slides may need to go
through different scanners, some images may need to be scanned again
due to dirt levels or scanning incorrectly. Some slides may
need to have their mounts repaired or replaced due to being too weak
to go through our scanners. We advise that the best way to put
images in a particular order is to rename/re-order the images in
digital format when you receive them back from us, It's a lot
easier when you can see the full image on your PC screen. - If
you specifically require your slides to be in an exact order please
email or call us to discuss your requirements as this will need to
be carried on by hand on an individual slide basis and will be
charged at an hourly rate for completion, this will not be part of
our bulk scanning and prices will be extremely higher due to time
Returned order of
As noted above we use bulk process scanners so can
not guarantee that we can keep your films is any particular order
for their return, we will of course do the best we can to keep to
any particular requests however with the way our scanners operate it
may not always be possible.
Slide Mount Repairs
- We advise all customers sending us slides to go
through their slides prior to sending to us to check that your mounts
are in good condition. With card mounts which have come unstuck a simple
staple may be sufficient. If however we can not scan your slide in its
original mount due to it falling apart then we will repair or remount
your slide at additional cost. - We will let you know of this prior to
Negative Film strips
- Please note we do not scan part film strips,
each strip must be scanned in full. A minimum of two 35mm images per
strip. Medium format and photos can be single images. Please also make
sure that there is nothing stuck to your negatives such as label strips
as there may be an additional charge to remove these.
- We can not scan unprocessed film
strips of any kind.
Compatibility of Mr Scan Media.
- All our discs are checked for
errors before posting. Our discs are written in JPG or TIFF format which
is compatible on most modern PCs and Macs with CD/DVD drives that can
read DVD-+R discs. For larger orders we also use DVD+R-DL (Dual layer) -
If your PC can not read Dual layer discs please let us know prior to
completion of your order.
- If your PC/Mac can not read our discs please check in
another PC if possible .
- Also it is recommended to update any firmware
for your CD/DVD drive as we use the latest high quality media which
sometimes may not be recognised by slightly older drive units, firmware
can be obtained via your drive manufactures website, we are not
responsible for any issues regarding firmware upgrades, or last resort return to Mr Scan to be tested.
- We are not
responsible for the set up of your computer and can offer no technical
- For our TV-resolution DVD sets, video conversions and slideshows we
use high-quality DVD+R/-r or CD-r media to maximize compatibility with a domestic
DVD players the disc will work in most domestic DVD players that are
compatible with JPG files. Most modern DVD players will have no problem
with this DVD set but we can not guarantee it will be compatible with
all players on the market. If your player does not play DVD+R/-r and only
plays DVD-R for example then please let us know this on your order form.
If you have a problem reading one
of our USB Sticks/SD cards or hard drives then please rif possible
try it in another machine then if still faulty request a return
using our returns page.
discs are standard DVD-/+R or CD-R branded discs which are compatible
with a standard PC with DVD-ROM drive. If your drive does not read the
disc please if possible try it in another PC. If it still does not
work then please report the issue back to us via email and we will let
you know how to return your disc to us.
Images - XNView
We highly recommend XNView for viewing, renaming,
adjusting, rotating and flipping your images.
it's free for home use.
Video - VLC Media Player
playing video files and DVDs on your computer we recommend that you
download a free media player called VLC Media player (click cone image
Please note: the above software is
not supplied by Mr Scan ltd, we can offer no technical support, please
do not call us regarding any issues you may have using the software,
please contact the software company directly.