Frequently Asked Questions

General Questions

What kind of services do you provide?

We provide all sorts of creative design services including web design, apparel design and print design. Check out our services page for more info.

How do I start a project with Brand Hype?

To get started with Brand Hype, please fill out the form on our contact page, providing as much detail as possible about your project.

My project needs to be completed yesterday! Can you help me?

Sure! For rush jobs, a 30% fee is added to the cost of the project. Rush jobs can be expected to be complete within 1-2 weeks (or roughly half the normal turnaround time), depending on the scope of the project.

Project Development Questions

When will you get started on my project?

This varies depending on how busy we are, but you can expect us to start on your project within 1-3 business days of receiving payment. Regardless of when we get started on your project, we will aim to get your project completed by the quoted turnaround time.

How long will it take to complete my project?

Depending on the type of project and the amount of work involved, please allow a 1-4 week turnaround time for your project to be complete. In the event that you need us to work on multiple projects at once, please factor in the turnaround time for each project. In order to ensure your projects get done on time, we encourage timely communication from our clients and make sure to respond to clients in a timely manner as well.

Do you offer unlimited revisions?

We understand that revisions are part of the process when working on a design project. However, we allow up to 3 revision rounds for your project. A revision round consists of a list of changes that need to be done on the project. For each additional revision round beyond that, a $50 base fee will be charged for the revision round (additional charges may apply to extra features or significant changes). Whether it’s one minor change or 30 changes requested, it will count as a single revision round.

We encourage our clients to communicate clearly about their design needs in order to get projects completed on time and accurately. We strive to get our client projects done right the first time, resulting in minimal ‘back-and-forth’ time and greater client satisfaction.

What is the client’s involvement in the design process?

Throughout the process of the project, the client is expected to play the director and provide as much details about the design requirements as possible. The more details provided, the better we can understand your vision and the quicker the project can be completed. Images, links and descriptions are all suggested.

What is the development process for my project?

Once we begin your project, we will make sure to keep you updated on the progress of the project after certain milestones are reached. For all design projects, we will first create an initial draft (or rough draft) and show you for approval (usually within 1-3 days of beginning the project) so that you get an idea of the project’s direction.

The initial draft that we show you for approval will not count as a revision round, since it’s meant to just make sure that we’re all on the same page. After getting your feedback, we’ll make sure to continue working on the project.

Along the way of working on your project, we may request additional information from you necessary to complete the project. It’s important that communication is done in a timely manner in order to make sure the project is on track. You can expect us to respond within 1 business day (24 hours), but in most cases we’ll get back to you within a few hours. Any requests for revisions upon showing you the progress of the project, will be regarded as a revision round.

Any requests for revisions after that will be regarded as a revision round.

For web development projects, your site will be created on one of our hosted accounts (for WordPress, Big Cartel, Shopify, etc.) before the design/code files are transferred to your actual website. This is done for security purposes and allows for your current site to remain live while we develop your new site ‘behind the scenes’.

After your web development project is finished and the code files are transferred to your actual site, you’re responsible for creating and uploading the images/text/videos for individual products, categories, and blog posts. If you’d like Brand Hype to create those pages and upload the images/text/videos for those types of pages, additional fees may apply.

How do I track the progress of my project?

For web development and online shop projects, we will provide you with a link in order to view the progress of the site. For all other projects, we will show a low-res image (in PNG, JPG, or GIF format) of the design for your approval.

How will I receive my project once it is finished?

For web design projects, after we develop your site on one of our hosted accounts, once you have approved and submitted payment, we will transfer all design/code files to your account (WordPress, Big Cartel, Shopify, etc.). Upon transfer the files to your account, we will require login access to your account. After the transfer is complete, your site will adapt to the new customizations.

For all other design projects, we will email your design in the file format requested, which is typically a PSD, AI, or TIFF file after receiving the final payment.

Payment Questions

How much will my project cost?

The price range of any given project will be based on a number of factors including the services involved and anticipated effort to get the project completed. Please contact us providing as much detail about your project so provide you with a quote.

How do I make a payment for my project?

We accept payments by debit/credit card and via PayPal. Upon receiving the full details about your project, we will provide you with an invoice, confirming the total cost of the project and requesting payment for the deposit. After the project is complete, you will be able to send the payment for the remaining deposit.

When do I make a payment for my project?

50% of the total project cost is required to begin your project, and the remaining balance is due once your project is complete. For security purposes, the final files for your project will not be transferred to you until the project is paid in full (including any additional charges incurred).

Note: A late fee of 10% of the project invoice will be charged if the payment for the project is not received within 14 days of completion.

If I’m not satisfied with your work after you begin my project, can I get a refund?

When beginning your project, we will first create an initial draft (a rough draft, sketches, or wire frames) for the project and show you within a couple days. The initial draft will be far from the final result of the complete project and just serves as a guide. You will be able to review the initial draft and let us know what changes need to be made, or approve the draft. Once you either approve the draft or provide feedback on changes to make (signaling for us to continue working on the project), you will no longer be eligible for a refund.

However, if for some reason you decide to discontinue working with Brand Hype after seeing the initial draft (under the condition that you don’t advise us to make any edits or proceed with working on the project), you will be eligible for a refund for the initial deposit you paid for the project.

We feel this is the best way for you to quickly gauge if Brand Hype is the right fit for you, while ensuring that Brand Hype only proceeds working on projects in which your vision is understood. A win-win situation for all!

Other Questions

What browsers do you support for web design projects?

When creating your website, we make sure that your site is designed and functioning properly for the following browsers: Firefox, Internet Explorer 8 & 9, Google Chrome, Safari, and Opera.

Brand Hype cannot accept responsibility for sites that don’t display correctly in new versions of browsers released after the website have been designed.

Do you offer on-going maintenance services for my website?

For website and online shop design projects, we will provide basic instructions on making certain edits to your site. While we will fix minor bugs such as browser issues (in the browsers we support) that were not addressed beforhand, we are not responsible for any edits that were done to your site after completion of the design.

We do not provide on-going maintenance services, but you can get in touch with web maintenance companies, such as Website Maintenance Labs, for your maintenance needs down the line. In some cases, we may be able to upload images/text/videos for you, however, additional fees may apply.

Do I own all usage rights to the designs created for my brand?

Yes, you can use your design where ever you want in any way you want once you have paid for it and have received the files. We may however use your design on our website as work examples.

Still have more questions? Feel free to contact us!

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