Frequently Asked Questions

It’s really easy! 👌
After you sign up, you get access to our creative management platform, Wrike, where you can submit your video requests. To make it as simple as possible, we have a premade order form you can use to submit your editing requests. The order form will prompt you with questions about the video you want to get edited and will provide your editor with all the info they need to get started on your order.

As soon as your order is ready, you’ll receive an email notification to review and leave feedback on the first video draft. You can have as many reviews as you want, until you’re satisfied with the end result.

When you feel satisfied with the video, you can mark it as final and download the finished product and the project files. 

Yes! You can simultaneously request upto 9 different sizes/formats for your video.
We edit videos for all online platforms: Facebook, Instagram, Linkedin, TikTok, YouTube, Pinterest, Display, …

Video size aspect ratios
4×5 (Facebook / Instagram)
1×1 (Facebook / Instagram/LinkedIn)
9×16 (Stories / IGTV)
16×9 (Youtube/LinkedIn)
any other size you might need

Video formats
.MP4
.MOV
any other format you might need

We provide approximate turnaround times for video edits based on their duration. These are general guidelines to follow. Complex edits will require additional time, whereas straightforward edits will be done more quickly.

As a client, you have the ability to influence the speed of the editing process. Ultimately, our production team’s assessment determines the exact turnaround time.

Estimates are influenced by the details, depth, and complexity of a request. While the production team sets the final timelines, they might fluctuate. However, we prioritize delivering your requests promptly without compromising on quality.

For a full explanation, click here.

We offer a 14-day guarantee for all plans (first month only) and do not allow refunds after the 14th day of your subscription. Add-ons are not refundable.

If you wish to get a refund, just contact us within the first 14 days of your subscription.

To qualify for this guarantee you must:

• Provide us with clear direction during the editing process;
• Provide feedback to your editor during the editing process.

You own all the work produced by us. We will not have any copyright over the work and if you need it, we can provide you with all the original project files.

We do reserve the right to use the finished video on our website in the case study or video samples sections. If you’d rather we don’t showcase your videos, please let us know.

Of course! In your Clipmasters account, you can add your brand board(s). A brand board includes your brand colors, fonts, logos, graphics, and imagery.
When you submit a video editing request, simply select the brand board you want your editor to use for the edit and we’ll make sure everything gets edited with the correct look and feel.

https://billing.stripe.com/p/login/7sIaFJ8Uu5i53x6aEE

To update your credit card information, please follow these steps:

• Click this billing portal link
• Enter the email address that you used when you first signed up for our service. This is important because we need to cross-reference your email with our system to ensure the security of your information.
• Once you have entered your email address, our portal will send you a verification code to the email address associated with your account.
• Enter the verification code on the portal page to confirm your identity.
• You will now be able to update your credit card information on the portal by using the “Payment Method” and add your new credit card.
• Make sure to select your default card as a payment method.

If you have any issues or concerns, please feel free to contact our customer support team for assistance at videos@clipmasters.io

We are here to help you every step of the way.

You can submit upto 50GB per request on the Grow plan and upto 100GB per request on the Scale plan. 

Yes, we can definitely do that! When you submit your request you can select all the video sizes you need. Our team will edit the video in one size first. All the requested sizes will be uploaded to Wrike within 24 hours after the video edit is approved.

We can edit 4k video footage and export 4k videos with both Grow and Scale plans. Just make sure to take notice of your plan limits for the size of footage per order (50GB with a Grow and 100GB with a Scale plan).

However if you want us to send a RAW camera files, this feature is only included in the Scale subscription.

If you exceed your plan limits, you can either upgrade your plan or your order might be delivered with a delay because the footage takes much longer to download, process, and render.

We use Adobe Premiere Pro. If you want us to provide you with the Premiere Project File we can do so under the condition that you don’t need us to add licensed footage from paid stock libraries.

All of our editors are in-house professionals who are regularly assessed for quality and efficiency. As part of the hiring process, they go through a rigorous bootcamp where their creative and editing skills are tested.

On our Careers page you can see if we’re currently hiring and find more info on the application process.