A deeper dive


If you have more questions contact us directly.

The subscription model is a win/win for everyone involved. Our clients enjoy the ability to budget their design expenses with a flat monthly fee. The subscription model also allows us to allocate small teams of designers to work with a select group of clients. This way, its the same team of designers working on your designs each and every time.

Count the number of videos you upload a month. Add that number with the amount of social media posts you want designed to help you promote a video, contest or event. If you have old video uploads that you would like us to re-design the thumbnails on, count the number of those you would like us to do a month.

We accept all major credit and debit cards. Our payment transactions are security processed through Stripe. Stripe is trusted by some of the Worlds most recognized brands like Amazon, Girl Scouts, NPR, Pintrest, Facebook and 100,000+ others.

No. With each plan you can order up to as many designs a month as indicated in its plan. If you need additional designs that period you may upgrade your plan.

Once subscribed you will be sent log-in credentials via e-mail to your personal design portal. From your personal design portal you’ll be able to easily place orders.

Our designers need any photos, images, icons or logos that you want in the design. It is also helpful when our clients explain the aesthetic that they want portrayed in the design.

Our goal is to get designs to clients in 24 – 48 hours. If you order all 75 designs that are in your subscription all in one day, we’ll reach out to you to get an idea of what order you’d like to get the designs in. Together we can prioritize most urgent to least urgent. Having said that, if you need a bunch of thumbnails all very quickly, let us know and we’ll figure it out.

Cancelling is easy! To cancel just log-in to your account, navigate to the “My Account” section, click the “Cancel Account” link and follow the prompts. Cancellation will be effective that same day, but you will continue to have access to your client portal and be able to order any remaining designs for that billing period. Once that period is over, your access and ability to order will expire.

Custom Thumbnails does not offer credits or refunds for cancelled accounts. All subscriptions are ineligible for refunds, except in the case of double billing or other clerical errors. As stated in our terms of service, users must cancel their subscription before renewal if they do not wish to be charged.

When you request custom design services in your personal client portal an order number is made. This order number is essentially the ‘tracking number’ for your design request. This tracking number helps us stay organized and makes sure your design is delivered in a timely fashion. Also, if you would like us to make changes to the design it’s a lot easier if you ask for changes on Order 12345 as opposed to asking for changes on the mermaid thumbnail …as there have been a lot of mermaid thumbnails lately.

If you have unused designs at the end of the billing period they do not roll over to the next month. For example: If you signed up for the Hobby / 10 Design plan on November 3rd and you have one unused design on December 2nd and the plan renews on December 3rd, that one remaining design does not add to your total designs when your plan renews on December 3rd. Instead, your available design count renews when you are charged on December 3rd.

When you recieve your design order via e-mail one of three things will happen. If you love the design, let us know and we’ll close out the order. If you like it but would like to see us make a few changes to it, just reply to the e-mail that we sent the design in and we’ll make the changes right away! If we missed the mark and you need us to start over, reply to the e-mail that was sent and let us know where we went wrong and what you would like to see different. Sending examples of designs you like is always helpful too!

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