Frequently Asked Questions
Working With Us
How Do Payments Work?+
We invoice 100% upfront for all projects (except custom theme development).
For our custom theme development projects (starting at $20,000) payment is divided in to four milestones.
What Is Your Availability?+
We value our business relationships with our clients. We try to be as flexible as possible, and so you may receive email communication from us outside of our standard business hours.
While we may work late in to the night from time to time, phone calls are kept to this strict schedule (all times are EST):
- Monday: 12pm - 5pm
- Tuesday: 12:30pm - 5pm
- Wednesday: 12:30pm - 5pm
- Thursday: 12pm - 5pm
- Friday: 12pm - 5pm
- Monday - Closed
- Monday - Closed
We also value our down-time. Weekends are reserved for our families. If you have an extremely urgent issue, we are available at a rush fee of $300/hour for work occurring outside standard hours. Rush fees are invoiced immediately. Without rush invoice fulfillment, we are under no obligation to complete work outside of typical business hours.
What’s Your Hourly Rate?+
Straight to the answer:
Our hourly rate varies depending on whether or not a client has their store affiliated with us. Read more on how you get affiliated with us.
- Clients WITHOUT our rate is $100/hour.
- Clients WITHOUT our rate is $100/hour.
That said, hourly charges are rarely used. Hourly rates are generally limited only to support type tasks or emergencies. Our pricing is fixed-cost. Fixed-cost projects are fixed scope, and billed up-front. This ensures that you always know exactly what you’re paying and for what outcome. This fixed-pricing mean no blown budgets.
How Does Ongoing Maintenance Work?+
To aid you with ongoing maintenance and improvements, we offer a "Flex-Fund". The Flex-Fund is a block of pre-paid time that can be used to handle any task related to improving your business. Whether you need us to update content, make theme tweaks, review your store, install a new app, or design a new banner - your Flex-Fund is there.
This time is yours and it will never expire. All requests are billed against this block until the time has been depleted, at which point, you’ll have the option to purchase another block so we can continue providing support.
Each Flex-Fund includes 20 pre-paid hours billed at $1,800 USD. Flex-Fund gives you a 10% discount off our hourly rate by buying in advance. Once depleted, your Flex-Fund can optionally be renewed for another 20 hours. Payment is due prior to the start of any project.
Do You Offer Refunds?+
We stand behind our work, and are confident in our ability to perform in a professional and ethical manner. We expect our clients will conduct themselves in the same manner.
Refunds are given in certain circumstances. If you're hiring us for a project, you are signing a contract when you work with us. You are buying our time, which we cannot get back.
If you need to cancel our project as we begin it, you must do so within the defined cancellation period (as defined in every project proposal) to qualify for a refund.
If you are unhappy with our work, we expect you'll let us know where we're going wrong during the project. We will work diligently to correct any mistakes or mishaps.
If you have purchased a theme add-on from us, there are no refunds. You're buying a digital download that we cannot verify you've destroyed all copies of and will not continue to use. If you've purchased an add-on with the DIY option and find yourself unable to complete the installation, you may purchase an installation upgrade for us to install the add-on for you.
Do You Offer A Warranty Or Support?+
We’re available to answer questions about any engagement during the project and for 14 days after delivery.
We will correct any bugs in themes caused by source code or data developed or modified by us at no charge for a period of fourteen (14) days following the installation of such theme code onto a live store.
Can You Provide References?+
We’re discreet with our clients and protect their time from interruption - just like we will with you when we work together.
You are more than welcome to browse our portfolio and testimonials for project references.
Will You Sign An NDA?+
We never sign NDAs as a precondition of talking with a potential client. The only exception is when working with celebrities.
As with our references, we're discreet with our work. If you don’t trust us enough that we won’t blabber about your business, then we’re not a good fit.
However, if it’s a precondition of working with you, we will sign a very narrow NDA with the purchase of an "NDA & Non-Standard Charge". It's basically a 2 hour charge for the time investment in reviewing your NDA. The charge is refunded or deducted from the project fee if you hire us.
Could You Discount Your Services?+
Running a small business ourselves, we can certainly understand and appreciate looking for a way to reduce costs. Working with many clients, ranging from non-profits and tiny startups to large and established businesses - all paying full price, we can’t make a business case for discounts.
If you feel your needs don't line up with our pre-packaged offerings, don't hesitate to contact us with your needs. We can always configure a custom quote so you aren't paying for something you don't need.
Can We Pay You With Equity?+
As much as we'd love to get in on the ground floor of the next start-up acquired by a tech giant - cash is king. We can't take equity or stock certificates in place of cash. If you have a compelling offer, we MAY consider a cash + equity deal.
How Can I Share Files Or Documents With You?+
For large files (up to 2GB), we recommend the free service WeTransfer.
For groups of files, collaborative file sharing software like Dropbox or Google Drive are your best options. We will often utilize Google Drive Documents for project management.
Do You Create Content Or Copywriting?+
You know your audience and product better than we do, so we’ll ask that you supply the source content we’ll work with. Product photos, descriptions, and general site content copywriting. We’ll then plug that in to your store and make it pretty.
We can create minor site graphics such as promo banners at an additional cost.
Shopify Specific Questions
What should the product image size be for Shopify?+
For product photos, square is ideal. It'll keep things look nice in both the product grid in collections and the thumbnail grid on the product page. The theme and Shopify will work to resize photos, so you should aim to upload the max size Shopify will accept at a square resolution.
Here are the stats:
- Size: Square, up to 2500x2500 px
- Type: JPEG
- Quality: 90%, progressive, don't embed color profile as it has little value.
Pro-Tip: Before uploading them to Shopify, drag & drop them all into ImageOptim (For MAC OS Only), it's a free, safe, and automatic image compression tool.
What About SEO?+
We’ve found there are three (3) broad categories to SEO: technical (on-site code), content (copywriting), and backlinks (partner, promotion, and backlink building). The latter is off-site so we’ll skip that for now.
Shopify and the current generation of premium themes do an excellent job of tackling technical SEO for you. All of the tools and optimizations are already in place. We don't have to do a thing.
The other piece of on-site SEO is the content. Google and the other search engines have one goal: provide relevant answers to questions. Adding great, original content is the way to do that. If you can nail that, you’ll have no issues.
What Should I Blog About?+
It’s easy to say "You should blog!" It’s more difficult to give a roadmap to creating high-quality content that helps you earn links. In a few sentences, this is that.
After launching - for the next three months, when a customer, a prospect, or a vendor asks you a question, log that question in a file on your computer.
Then, once every two weeks, pick the most frequently asked or most interesting question to answer, and write a 500–1,000 word response as if you were writing an email to a friend answering the question.
Once posted to your site blog, post the article to your social accounts like Facebook and Twitter - perhaps even blast it out to your customers in a newsletter.
The next time someone asks you the same question, refer them to your site blog post. This way, you’re creating a library of content that answers your most frequently asked questions - and is the type of fresh content that people in your niche naturally seek out to read, share, and link to.