Frequently Asked Questions

How can an explainer video help me (or my business)?

An explainer video can increase your landing page’s conversion rate, boost your website’s SEO ranking, educate viewers about your new product or service, showcase a brand-new solution that you have, or explain an innovative concept that you created.

The main purpose of an explainer video is to help viewers understand what you do, helping them make better decisions about hiring your services or buying your product.

Here are the additional reasons why your company needs an explainer video.

How long should my explainer video be?

It depends on what kind of message you want to deliver, and, most importantly, where you’ll publish it.

If your purpose is to introduce a new product or service and publish online, we recommend keeping the video between 60 and 90 seconds. Videos can be as long as 2 minutes, but shorter than that is better for keeping your viewers’ attention.

If your video is for offline use (e.g., for training purposes or a 1-on-1 presentation), we can put more information in the video and make it 3 to 5 minutes.

I need an explainer video for my client. Can I partner with you?

Certainly! We work with many explainer video producers by providing white-label animation services for them, which they then resell to their own clients. Our services are completely confidential.

When can I expect a response after I submit my contact request?

We’ll respond to your inquiry in less than 12 hours. If you haven’t received a response in 12 hours, it’s possible we didn’t receive your request due to technical issues. Call us or leave a voice message so we can contact you.

How can I place an order?

You can call us at (845)2444888, send an email to [email protected], or fill out our Contact Form. A list of our available packages is here.

What’s the difference between the Premium and Advanced packages?

Our Advanced package provides you with all our animation services that will be delivered in 2D animation. With our Premium package, we go a step further by adding 3D elements and special effects. When you choose our Premium package, we can invest more time in the details, adding more depth to your message visualization and resulting in a more polished explainer video that addresses your customers’ pain points.

What’s the difference between the Ultimate and Premium packages?

In short, the Ultimate package is the creme de la creme of our Premium package. We recommend that our corporate clients use the Ultimate package due to its offer unlimited revisions (not available with our Premium package). In addition, the character development process gets more attention and more time with our Creative Director.

Since we have more room in the budget with the Ultimate package, we can spend more time working for you and giving your video our undivided attention. It’s like flying with our business class!

Can you create animation on top of my live-action video footage?

Yes, that’s definitely something we can do. Note that you’ll need to provide the live video footage in order to do that. If you feel a little lost with this part, contact us and we can discuss what we can do to make it happen.

What type of video has more success: with or without animated characters?

It depends on the industry, but we’ve received quite a lot of feedback that adding characters makes it easier for viewers to relate to the video. This is a positive reaction, because viewers are then more likely to move forward to the desired next step, purchasing or signing up for the service.

How much do you require for the down payment to get our project started?

A deposit is required for all projects above $500. For add-ons, projects that cost $500 or less, and editing projects, you will be asked to pay in full before we begin the project.

Can I pay with a credit card?

Yes. We’ll send you an invoice. We use PayPal to process our payments. Click here for more details on how to pay the invoice using a credit card.

Can I pay with ACH or bank transfer?

Yes, we accept international wire transfers. We can also use Wise to receive domestic bank transfers to our bank account in the U.S. Additionally, Wise receives USD deposits via ACH bank debit and domestic wire transfer within the U.S. Transfers in USD when you are outside the U.S. are received via SWIFT international payments.

Can I pay with cryptocurrency?

Yes. We accept cryptocurrencies. Please make payments in USDT or USDC. For further detail on how to proceed please ask your designated account manager or send us an email.

Can I pay with Wise.com?

Yes. We recommend using Wise.com if you’re a non-US customer as they offer a much better exchange rate and minimum transfer fees. See the payment guide here.

What are your payment terms?

We require a deposit payment of ⅓ of the contract value before we start with our script. Another deposit of ⅓ of the contract value is invoiced when we receive written approval to start working on the storyboard. The remaining balance of the contract value is due when we receive written approval to start working on the animation.

For smaller projects, add-ons, or editing previous video, we require full payment before we start with the project.

We understand that some large companies or non-profit organizations have strict payment guidelines. If you’re a part of such a company or organization, we welcome learning more about your payment terms.

Do you offer a discount for clients creating more than one video?

Discounts are available for video projects with bulk volume. Please contact our sales representative for more information.

A commitment of three or more videos on a contract is required before it is considered a bulk order.

If you’re a small non-profit organization, you may be eligible to receive a discount as well. Please contact our sales representative for more information.

Do you work with startups or non-profits?

Absolutely. We'd love to help you, no matter how big or small your company or organization.

Please contact us and give us some details about your particular situation, and we'll make something work.

What if I want to cancel the project? Do I get my money back? What is your refund policy?

Refunds are available only before we start working on the storyboard, and no more than 30 days from the date of the deposit.

After more than 30 days, the initial deposit becomes a company credit that must be used within 90 days from the date of the contract.

If you move forward with our service, we’ll gladly make revisions until you are satisfied (within the limits of the package that you choose). After we’ve moved forward with the storyboard, we will no longer refund the deposit.

See our Terms and Conditions for more information.

What’s the process of making an explainer video?

There are eight steps in creating your animated explainer video. The specifics will be different for each project, but the information at the link should give you an idea of how it works. You’ll receive a customized schedule for your project before we start.

How long do you need for the creation process?

It depends on the video's complexity and duration. For a 60-second to a 90-second video, we’ll need around 25 working days to finish. If you choose our Ultimate Package, we’ll need a bit more time for the additional details, which can be around 10 to 15 more working days.

Can I have the video sooner than 25 working days?

Please contact our sales representatives for availability, as this depends on our current workload and your video project's complexity. There may be a rush fee depending on the case.

How many rounds of revision do I get?

It depends on the package that you choose.

• Advanced and Premium packages: 3 rounds of revision per stage
• Ultimate package: unlimited rounds of revision per stage

We’ll gladly make revisions until you are satisfied within the limits of the package that you choose.

What if I need more revisions than my package allows?

You can ask for additional revisions at our rate of $29/hour. *

Can you provide custom background music?

If you don’t like any of the background music in our library, we can help you purchase a royalty-free background music. We can also work with our resident composer to produce custom, one-of-a-kind arrangement just for your video.

Who chooses and directs the voice talent?

You choose the voice actor, we direct. Some words may need to be pre-recorded and sent to us with the correct pronunciations.

Can you help me create a short version of the video?

Yes, we can. In addition to the initial video (more than 1 minute), we can help you create a shorter version of the video for an extra cost.

Can I have a video longer than what’s stated in the initial contract?

Yes, you can. It may incur an additional charge, but we’ll only need to add the additional cost in with the final invoice.

Why do you need extra animators for your Premium and Ultimate level package?

God is in the details. Our Premium and Ultimate Package have more details than our entry level package, thus it will require more time to produce. Since we are aiming to complete the project in 25 business days (it’s up to 35 business days for our Ultimate package), we need to allocate more man-hour to assist in completing those extra details.

How involved will I be in the creation process?

We want you to be involved in every step of the process. You know your product or service better than we do. We’ll always deliver everything we create and request your approval. You can also ask for revisions if needed. (The extent of revisions is based on the package you choose.) We won’t move to the next phase until we get your approval on the current phase.

What if I don’t like what you deliver?

Don’t worry. You’ll be able to ask for revisions on each phase during the creative development process. We make sure that every final video we send to our clients is satisfactory.

Do you use any project management tools?

Yes, we use Basecamp as our management tool. It’s simple to use and easily tracks the project’s progress.

Who will be working with me after we start the project?

We’ll appoint a dedicated Account Manager for your project. This person will confirm payment once finance receives it. Your personal Account Manager will help you with the entire process from the beginning.

Can you share your voice-over library?

Yes. Visit our voice actor page.

We will provide one talent per project, so if your script requires more than one talent, please reach out to consult the additional cost for it.

How do you send videos to me for approval?

We’ll send the initial video, full version, with a watermark, by uploading it on our secure server. We’ll send you a download link. After your approval, we’ll send the final version without a watermark in full resolution.

What can I do to ensure the project is finished on time?

We need to focus on the stage we’re working on. For example, if we’re already in the storyboard phase, we can’t go back to edit the script. Likewise, when we reach the animation phase, we need to stick to the approved storyboard. Redoing approved creative assets are the biggest contributing factor to delayed schedules.

If I want to make some changes to the video in the future, can you help with the editing? How much will it cost?

Yes, we can, and we will. If you want to make changes in the future, we’ll charge our hourly rate ($29/hour). *

Do you outsource your work?

We have about 50 in-house staff. Our core skill set is storytelling, and we are investing about 10% of our time to re-educating our illustrators and animators on how we can improve our quality and efficiency.

Scriptwriting, translations, voice-over, music composition and sound production for some projects are outsourced to professionals that we've been regularly working with, to ensure we are delivering quality videos. We are working with clients and talents from different countries all around the world, but we don't always speak their language.

What kind of clients that you've been working with, and where are they based?

Many of our clients are tech startups and software companies. We also work with global marketing agencies like Accenture, and international organizations such as The World Bank and United Nations.

About 70% of our clientele are in the US and Canada, the rest are in Europe and Australia, and a small percentage of them are in Asia and Africa.

Do you offer special rates for resellers?

Yes. Our white label partners receive a 30% discount off our regular pricing for each package. Please contact our sales representative for more information.

Do you require a white-label partner to give you a specific amount of work per month or per year?

We require around 3 to 5 new projects each month. However, you are always welcome to send us more than that!

Can you send me examples of your videos so I can show them to my clients?

Of course. We have example videos that you can showcase in your own portfolio or presentation. Prior to sending you the videos, we require a deal and a deposit of $500. The deposit will be used later for the first project you send our way, so this essentially costs you nothing.

As a white-label partner, what do I need to provide?

You need to provide the script and voice-over. This is because you will communicate with the client at all times since you have direct contact with the client. We will take care of the mockup, storyboard, and animation phases. Check out our white labeling service page for more information.

If I need the source files for future editing or archive, will they be provided as well?

No, we don’t provide source files, but you can purchase our Source Files add-on for $297.

Can I ask you to provide the script and voice-over?

We can assist you with the script creation process at an additional cost of $99. We can also help you with voice-overs at an additional cost of $99 or more. Our professional voice rates depend on the duration. Please click here for our voice actor library.