FREQUENTLY ASKED QUESTIONS
While all of this information can be found more in depth in the Terms & Conditions and/or in The Design Process, we've compiled a list of the most frequently answered questions for easy access. Should you still have any questions, please do not hesitate to review the aforementioned pages or contact us directly via the contact page.
Q: What are your business hours?
A: Business hours are Monday-Friday from 3pm to 7pm EST. Any inquiries, Facebook messages, or emails received outside of those hours will be answered as soon as possible.
Q: I’m interested in working with you. How do I schedule an appointment?
A: Our schedule is almost always booked out 4-8 weeks in advance. As a result, we do not offer rush/last minute services. It is also important to note that while Black Widow is open during the work week, appointment days fall only on Mondays, Wednesdays, and Fridays.
Q: Do you require a deposit?
A: Yes. A $50 non-refundable deposit is required to secure your spot on the schedule. This fee will be deducted from the final amount of your invoice.
Q: How do appointments work?
A: When you book an appointment, the date you are selecting is the project start date. Your project will not be completed on that day. Turnaround times will vary between services, but our standard is anywhere from 1-3 weeks. On the day of your appointment, you will receive an order form depending on what service you've booked for. We cannot stress enough how important it is to answer each question as detailed as possible. A well detailed form will give us a clear vision to work with and ensures a smooth work flow.
Q: What is in included with each appointment?
A: Every service, no matter if you are the party licensing images or not, comes with a certain number of stock photo credits. Additional images needed to complete the design are $10 ea. and will be reflected on your invoice. Each appointment also comes with 3 rounds of alterations. Any changes after the fact will be an additional $15 PER change. To avoid the additional fees, please be sure you are clear, concise, and certain of your design vision when filling out the form mentioned above. This will reduce the need to make excess changes once you are provided with a proof. Please know we strive our hardest to create designs tailored exactly to what you request, and we want you to be 100% satisfied AND IN LOVE with the final product. However, excessive changes can become overwhelming for both parties and, unfortunately, can cause set backs with our schedule when one appointment slot bleeds into another.
Q: What, if anything aside from the information I will provide on the form, do you need from me to start/complete an appointment?
A: Regardless of what service we’re completing, you will be required to provide images you'd like used for your project. These images do not need to be licensed yet, unless they are exclusive images you've purchased from a photographer or images from a stock site that is not DepositPhotos. Once your proofs have been approved for finalization, we will license all the necessary stock images.
Q: Are there cancellation fees? If so, how much are they?
• Cancellations made any time before the two weeks leading up to your appointment: $25
• Cancellations made within the two weeks leading up to your appointment: $50
• Cancellations made one week to 24 hours prior to appointment: $75
• Cancellations made after design work has begun: $75
Q: Once proofs have been approved, what happens? When and how will I receive my files?
A: Once you’re 100% satisfied with your design and everything has been finalized on our end, you will receive a PayPal invoice. Unless discussed at an earlier time, payment is due in full within 24 hours of invoicing. You will not receive your files until your invoice has been paid. Late fees will apply if the invoice is not paid within the allotted timeframe. Once your payment has been received, all of your files will then be uploaded to a Google Drive folder. All files will be labeled accordingly to avoid grainy images when uploaded to specific platforms. While you will have access to this folder for a 90-day period, please be sure you download all of your files to a safe place before the 3 months is up .
Q: Okay, so that’s customs—what about Pre-mades? Say I find one I’d like to purchase, but don’t know when I’m going to write that story? Is there a certain time period in which changes need to be done?
A: Pre-mades can be held for you as long as necessary. Once a pre-made is purchased, I mark it as SOLD and transfer the pre-made design file to a file with your name on it in my computer. You can request the changes order form whenever you're ready.
Q: What if I’m going to use it ASAP? Do changes need to be scheduled or do you complete them upon purchase?
A: If you're ready to use your pre-made immediately after purchase, an appointment is not required, however, please note that there will still be a 1-2 weeks turnaround time for those changes to be completed.