Product Support
Last updated: November 15, 2026
60-day money-back guarantee on every service. If we can't get your edit where you want it, you can always ask for a full refund within 60 days of purchase.
How to reach us
- Email: cutroomagency@gmail.com
- Hours: Monday to Friday, 9:00 am – 6:00 pm (ET)
- Response time: within 1 business day, usually much sooner
Please include the email address you ordered with so we can find your order quickly.
Response times
| Request | We respond within |
|---|---|
| General question | 1 business day |
| Revision request | 24–48 hours (revised edit delivered) |
| File won't download or play | Same business day |
| Refund request | 1 business day (refund issued within 5) |
1. Before your edit: sending footage
After ordering, share your files through a Google Drive, Dropbox, WeTransfer or similar link. Make sure the link is set so anyone with it can view and download.
What to include in your brief
- The package you ordered and where the video will be posted
- Target length and aspect ratio (if different from the package default)
- One to three reference videos whose style you like
- Logos, brand colors, fonts, and any music you want used
- Anything that must be cut or must stay in
Accepted file formats
MP4, MOV, MXF, ProRes, H.264 and H.265 video; WAV and MP3 audio; PNG, JPG and SVG graphics. For best results, send the original files from your camera or phone rather than compressed copies.
2. During your edit
Your delivery time starts once we've received your payment, all footage and your brief. If anything is missing or unclear, we'll email you before starting so no time is wasted. For the Creator Pack, you'll receive a delivery schedule for all 12 videos.
3. Delivery
- You receive a private link to stream and download your edit.
- Default export: MP4 (H.264), 1080p. 4K is available on Short Premium, Long Pro and Brand Film.
- Files stay available for 60 days after delivery. Download and back them up.
4. Revisions
Each package includes a set number of revision rounds, shown on the pricing page. A revision round is one consolidated set of notes.
- Send all your notes in a single message, with timestamps (for example "0:42 — cut this pause").
- Revised edits are delivered within 24–48 hours.
- Changes within the original brief count as revisions. A new concept, new footage or a different video counts as a new order.
- Need more rounds? Extra revisions are $9 each, and only charged if you ask for them.
5. Technical issues
If a file won't play, a download link has expired, or you need a different format or resolution than the package default, email us — re-exports in the same resolution are always free.
6. Not happy with your edit?
Tell us what's not working and we'll do our best to fix it. If it still isn't right — or you simply changed your mind — you're covered by our 60-day money-back guarantee. Using your revisions first is never a condition for a refund.
Contact
Product support: cutroomagency@gmail.com
Billing questions: Billing Support