What you should know.
WHAT is your design process?
- Submit your request via our website. (We no longer accept email request)
- We will provide you with a quote for your project.
- Submit the invoice for your deposit.
- We submit the design.
- Revisions are submitted.
- You pay the balance of your projects fees.
- Your final files are submitted to you.
What forms of payment do you accept?
We will submit your invoice via Square. We do not accept cash app for payment.You can submit your payment using any major credit cards, debit cards.
When is payment due?
A 50% non-refundable deposit is due to place your project on our schedule andfinal payment is due before the release of printed or digital designs.
What is your refund policy?
The deposit payment is non-refundable. If a project is cancelled or postponed, all monies paid are retained by our agency and if applicable, a fee for all work completed beyond what was already paid for shall be paid by the client.
Our fee includes 1 Concept and 3 rounds of revision on the design. Once you have used your 3 revisions, a revision fee will be applied. Our suggestion is to thoroughly proofread your project. If you approve an image once we send you the finalized graphic image files and you see something that needs to be changed or fixed – you will be charged for a revision fee of a minimum $25 (this even includes grammar errors that we may have missed). Be sure to proof read before giving the go to finalize the design.
What are your turn around times?
Our turnaround times vary based on the scope of the project and the delivery of content by the client. Our typical turnaround time is 7-10 business days. However, your turnaround can be shorter or longer depending size of the project. Turnaround time does not start until all of the supporting files are submitted. Even if you have paid your deposit. Our agency is constantly booked at least a week out. If your project is a rush we may try to accommodate you but cannot guarantee delivery. We do not accept 24 hour turn around projects.
How do we communicate after my project is submitted?
We use email as our main means of communication. We prefer email correspondence while working on your project. This helps us to keep things in order and to keep track of project details and answers to the questions that we usually have for clients. Don’t fret. We are quick to respond (usually within a few hours). We will be communicating with you often during the design process. It will be via email. We do understand that clients like to speak with us but we can’t accommodate multiple calls and keep our deadlines. Most things can be handled via the email. If a call is needed it will be scheduled for after hours. Responding to our questions via email in a timely manner will allow your design to progress. Failure to communicate with us about the design process for a period of 24 hours (whether expectedly or unexpectedly), will result in your project being placed on hold and moved to the end of our current queue. Should you fail to provide supporting files or pieces of information within 10 days of the completion date requested, all payments will be forfeited to Camden Lane and the project will be removed form our schedule and cancelled.
Client has 10 days to make their final payment once the project is complete or a $50 late fee will be applied for every week the client does not pay.
What happens if i stop responding to emails?
We will make up attempts to contact you once you’ve received your project proof. After 60 days, your project will be considered final as is and your balance of payment will be due immediately. The agency has the option of not taking any more projects until balance is paid.
What file types are included with my project?
Will will supply final files in accordance with your project details. Files supplied can be JPEG and PDF, VECTOR format. Websites use PNG (transparent background), TIFF, EPS, AI, PDF, and flattened PSD.
Can I have the native files?
We do not give clients our native artwork files unless agreed upon or purchased in the proposal. Yes, Native PSD Files (Source Files) are available for purchase and have a fee of 3x the base price. Please note, the PSD file includes all the layers of the finalized artwork and will be released once payment is received. We do reserve the right to incorporate this artwork into our promotional ads, portfolio and to share on our website and social media platforms.
Do you take consultations?
Yes. We can schedule a complimentary 15 minute consultation for clients to discuss their initial project request. We are available Mon-Fri after 3PM.
Is there a fee for rush designing?
Yes. Our standard turnaround is 7-10 Business Days. There is a $50 fee for expedited 3 Business Day designing. These fees are due in full, up front with the delivery of content.