Frequently Asked Questions

What payment methods do you accept?

We use Stripe as our payment processor, which securely accepts all major credit cards.

What formats do I get when I order an Animation Video?

For most of the animation videos, we deliver two video files (one .MP4 and one .WEBM). All animation videos are HD 1080p, 16:9 resolution. This allows for maximum compatibility across web and software applications.

For animation video templates that have a transparency layer, we deliver these only as .MOV video files.

I want to order an Animation Video and use it on my website, youtube channel, and social media ads. Would one order cover all these areas of use, or do I need to place multiple orders?

When you order through us we allow you to use your videos anywhere you want, as many times as you want!
The ONLY thing you can't do with the videos you purchase is resell them. Other than that, have fun!
Here's our license if you want to know more.

What is the turnaround time to get my video(s)?

We usually process and deliver your videos the same day within just a few hours after purchase, but depending on our workload, please allow up to 5 business days.

Purchases are processed and delivered in the order they are received.

Is it possible to use my own audio tracks in your animation videos?


Can I Resell Videos Ordered from your service?

No. This is a restriction in our license here.

I received my video(s), but would like something changed. Will You Do it?

You'll need to order the same template(s) again if you want to make changes, but we'll reach out to you after you place your order if there's something we think needs to be changed to provide you the best results. (i.e. accidental typos, or clashing colors, etc.)

Do I have to give credit to Stonecraft Media if I use these animation videos in my projects?

Not at all.

Do you offer Technical Support?

We offer sales support, as well as technical support limited to using our Service and downloading your videos.
If there is a technical issue with your order on our end, we will reach out to you at the contact info you provide during checkout to ensure we work together to give you the best possible results.

If you have any questions about your video-editing software, please contact the software developer.

I found a video Animation template on the internet (or I already have a template on my hard drive) and want you to customize and render it for my video. Can you do it?

We can see if it's possible!  If the template is free, just send us the link where we can download it.  If it is a paid template, send us the link, but know that we will have to buy it and charge you for the price of the template, plus our Service fee.  If you have the template files on your hard drive, compress the files into a '.zip' folder and send it to us.

Please use our Contact Form for these kinds of inquiries.

I need a video in a different format. Can you do it?

Since we render the animation templates in HD video formats that are widely compatible with most video-editing software and social media platforms, we already provide a solution most people need.

If there's a special case, however, please contact us.

Can you create a completely custom Animation video from scratch for me?

We do not offer such service at this time.

Do you give refunds or accept returns?

Please see our Refund Policy.