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

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We often say preserving your memories is more of an art than a science. Our processing time is based on our current order volume and the details of each order, such as the formats included, or if any hands-on troubleshooting is needed for each tape to get a quality conversion.

We process everything in the order it is received. If you haven't seen an update in a few days, odds are there's a queue of orders in front of your order for that specific format type. You'll be on deck soon! 

You are always able to personally track and monitor the status of your order here: https://southtree.com/pages/order-tracking. Simply input your order number and email and you will be able to view the latest updates.

Our Customer Support Team is also happy to personally provide you with an update. You can reach them via email at info@southtree.com or by phone at 423-228-2274. Our phone support hours are 9am to 5pm EST from Monday to Friday.

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