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.
which plan should i choose?
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.
how do i pay?
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.
are there additional
costs or hidden fees?
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.
how do i order custom
graphic design services?
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.
what do your designers
need from me?
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
what is your turn
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.
how do i cancel?
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.
can i get a refund
on my canceled
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.
can i e-mail my design
requests to you?
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.
do unused designs roll
over to the next month?
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.
what if i don’t like
the design that is sent?
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