FAQs

1. HOW DOES IT WORK?

Easy! We've developed a 3-step process for you to follow once you've created a customer account and placed your order: 

  1. Set A Goal: Our video strategists will help you determine a goal and style for your video + guide you in outlining a script. 
  2. Upload Your Footage: Send us up to 5 minutes of video content or up to 1 illustrator or photoshop file for 8-second video conversion
  3. Receive Your Video: Sit back and enjoy a cup of coffee while our video experts work their magic.

2. WHAT KIND OF FOOTAGE DO YOU USE?

All the footage is your own. Send us any footage you have recorded and we'll convert it into an 8-second video ad. 

If you're just starting out with shooting your own content on your phone, we suggest recording it horizontally (unless you want to receive a vertical video).

3. WILL THE VIDEO HAVE VOICE OVER OR SOUND?

No. When was the last time you had your audio on when viewing a video ad on your phone? These videos are optimized for 8-second Facebook and Instagram ads. We'll use your catchy visuals and text to grab your audience's attention. 

But we get it, sometimes videos are better with sound. If you want to add audio to your video, check out our audio add-on services to customize your video with sound options that meet your needs. 

4. WHAT IF I WANT MY VIDEO TO BE LONGER THAN 8-SECONDS?

You can extend the length of your video in 8-second increments when you select our 8-More Seconds! add-on service. Each 8-second increment addition includes 5 additional minutes of footage you can send us for video ad conversion. 

5. IS THERE A LIMIT TO HOW MUCH FOOTAGE I CAN SEND?

Yes. You can send us a total of up to 5-minutes of footage per 8-second video conversion.

6. HOW DO I CHOOSE WHICH 5-MINUTES OF FOOTAGE TO SEND YOU?

Once we've helped you set your video goals + created a video outline, you'll have a rubric to follow on selecting the best footage for your 8-second video ad.

7. I DON'T HAVE ANY VIDEO FOOTAGE, WHAT CAN YOU DO TO HELP ME?

We can create an 8-second text-only or text + still image video, or guide your through the process of DIY filming to capture your own footage.  

8. CAN YOU MAKE ME AN 8-SECOND ANIMATION?

If you have an illustrator or photoshop graphic file that you want animated, please send us a message by clicking on the yellow "Contact Us" button at the bottom right of your screen. If you don't have an illustrator or photoshop file, we can make you an attention grabbing text-based video, or incorporate text and branded elements over your visuals. 

9. WHAT KIND OF FORMAT DOES THE VIDEO COME IN?

You get to choose between wide (16:9) or square (1:1) aspect ratios. Video Lab Rockstar members also have the option of receiving a vertical (9:16) video format.

10. HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY VIDEO?

Video turnaround time depends on which plan you select. You will receive your video in as little 2 or 1 week(s), depending on whether you're a Video Lab Basic, Pro, or Rockstar member.

Do you need your project accelerated? Check out our expedited service options to get your video faster.

11. CAN I REQUEST CHANGES TO MY VIDEO?

Our video strategists will do everything to ensure your project scope and goals are clearly defined before we begin video creation in order to avoid any hiccups along the way. Our annual membership plans include one complimentary round of feedback per video should the need for changes arise. 

If you're signed up on a month-to-month service plan and think you might need changes made to your video, add a feedback review round to your purchase before your checkout!

12. HOW DOES THE MEMBERSHIP WORK?

You can sign up for a month-to-month or annual subscription plan as a Video Lab Basic, Pro, or Rockstar. Each month you will receive one, two, or three 8-second videos depending on your subscription package.

You may chose to renew your subscription at the end of the subscription period. By default, all subscriptions are set to automatically renew for the same period of time as the original subscription you sign up for. You may decline to renew at any time prior to the commencement of a renewal subscription. 

13. CAN I CANCEL MY MEMBERSHIP FOR A REFUND?

You can cancel your membership at any time. By default, all subscriptions are set to automatically renew for the same period of time as the original subscription you sign up for. After we collect your payment, we follow these refund rules: 

  • Users who purchase annual subscriptions have fourteen (14) days after their purchase to cancel and receive a full refund less one month's payment at the rate of a month-to-month subscription.  
  • We don't offer refunds after 14 days following the first payment for annual subscriptions, regardless of whether service is used.
  • We don't offer refunds for month-to-month plans, regardless of whether service is used.
  • We don't offer refunds for renewal payments, regardless of whether service is used.
  • Fifteen days before your annual subscription renews, we'll send an email letting you know you're scheduled for a payment. This gives you a chance to update your credit card or cancel the renewal before the charge is processed.
  • After the cancelation period ends, all purchases are final and all fees paid are non-refundable, even if your account is later terminated by Video Lab. If your account is terminated due to your breach of this our Terms of Service Agreement during the relevant cancelation period, you will not be refunded. If you have questions, please contact us.

14. OOPS! MY FINAL VIDEO FILE DOWNLOAD LINK EXPIRED, CAN YOU RE-SEND MY VIDEO?

Your video download links will expire after 4-weeks. Make sure you download and save your video on a timely basis so that your video doesn't get lost! You'll receive reminder emails to download your files as your download link approaches expiry. We will not be able to send you your video again upon download link expiry.

15. WHAT IF I'M UNHAPPY WITH MY VIDEO?

Our video strategists will do everything to ensure your project scope and goals are clearly defined before we begin in order to avoid any hiccups along the way. By purchasing a plan, you agree that you are authorized to do so and that you have read through and understand our FAQs and Terms of Service. 

If you're unhappy with your video, you can request changes. Our annual membership plans include one complimentary round of feedback per video should the need for changes arise. 

If you're signed up on a month-to-month service plan and think you might need changes made to your video, add a feedback review round to your purchase before your checkout!

16. DO MY UNUSED VIDEOS ROLL-OVER?

No. You can receive up to one, two, or three 8-second videos over a 30-day period depending on whether you sign-up as a Video Lab Basic, Pro, or Rockstar member.

17. HOW DO I SIGN UP?

Click Get Started! to select a month-to-month or annual plan. Once you've purchased a plan, one of our video strategists will email you within two (2) business days regarding setting up your service. 

GET STARTED NOW!