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Have a question about Vanilla Video?

Are there any extra fees?

Depending on the location of your event, there might be an additional charge for travel. Customers are also responsible for any cover charges or parking-related fees.

Will you accept 50/50 split-payment?

No — unless your order is over $1,800 USD or you have a special arrangement, we do not accept split payments. Full up-front payment is required for all orders.

Does Vanilla Video offer any financing or payment plans?

We do not have any payment plans or financing available at this time.

How does billing work?

Currently we bill through an online payment processor. Once we have your order details, we'll send you a payment link. You can securely pay by credit or debit card. Once paid, you're all good to go and will be immediately reserved in our system.

Do you accept cash or check?

No — unless your business has made a special arrangement. In certain circumstances we will accept checks (e.g., Non-profit Organizations without credit cards), however, we DO NOT ACCEPT CASH as a form of payment.

Do you accept credit or debit cards?

Yes. We accept all major credit and debit cards including Visa, MasterCard, Discover, and American Express.

Do you accept PayPal?

No — we will not accept PayPal and have no plans to.

Do you accept (BTC) Bitcoin?

Yes, we do accept Bitcoin as payment. — However, we are still integrating Bitcoin into our payment systems.

Do you accept Dwolla?

Not at this time. — However, we are considering adding it as a payment method in the future.

What if my organization doesn't have a credit card?

We recommend that one of your employees / co-workers uses their credit card to purchase. Then have your organization reimburse you. Paying by credit or debit card is the fastest way to book — as availability changes on an hour-by-hour basis.

Can I have a dedicated account manager for our business projects?

If you have ordered multiple videos, have a complex project, or have purchased a dedicated videographer — then yes.

How quickly will you respond to my email?

Customer services almost always responds to emails within a few hours between the hours of 8AM - 11PM. Sometimes responses can take up to 24 hours.

Who should I call for technical support?

Call (866) 948-4336 and Press 2 for technical support.

I'm having difficulty / trouble playing my DVD

Please contact us for assistance.

Are you available? How do I check availability?

We are almost always available, but nights & weekends do fill up very fast. Please use our availability page to easily check your date online.

How do I receive my videos?

Your Vanilla Video + Clips are delivered online within a few days through a private Viewer which allows you to watch or download your videos at your convenience.

When will I receive my videos?

Vanilla Video + Clips are usually available within a week after we arrive back from your event. Most typically between 3-5 business days depending on our workload. Edited videos and other custom projects are usually available in 14 days. Faster delivery is available upon request.

Can anyone else see my videos?

No, your videos are private access only, and can only be viewed by those you've shared your Viewer link with.

Can I rearrange or rename my videos in the Viewer?

No, at this time, it is not possible to rearrange the order of the videos or provide custom labels for videos in the Viewer. We hope to add that functionality in the near future.

Will I only be able to play my videos on a computer?

No, you can access your Viewer link from your smart phone or tablet. You can also download your video files to Mac / PC / Linux and even burn your own DVDs / Blu-Rays.

What devices can I play my videos on?

Any H.264 capable device — most phones, tablets, computers or TVs with media players like Roku, Apple TV or compatible Blu-Ray players. If you need a different codec or file type, just let us know and we'll do our best to accommodate your needs.

Do I receive a DVD, Blu-Ray, or physical discs?

DVDs are not automatically included with our products or packages. You can add DVDs to your order or purchase them later. DVDs are $59 for 3 TV playable copies. You can always burn your own DVD for free!

Do I need to order DVDs?

No, you do not need to order DVDs to enjoy Vanilla Video. We deliver all our video online through a private viewer, which lets you watch or download your videos at your convenience. Your viewer link will be available indefinitely and your videos will be stored safely on our servers, so you never have to worry about losing them.

How do I order DVDs?

If you'd like to purchase DVDs, you can purchase them in sets of 3 TV playable copies for $59. Just let us know how many copies you'd like and provide us a mailing address. Once paid, your DVDs will arrive in 7-10 business days.

How many DVDs can I order?

You can order up to 12 DVD copies. We're not a DVD duplication or replication house, and cannot duplicate massive amounts of DVD copies.

Do the DVDs have menus?

Yes, our TV-playable DVDs have menus with thumbnails for navigating around your Vanilla Video(s) and Clips. Thumb drives and portable hard drives do not have menus.

Can I purchase a DVD with custom menus?

Yes, if you have a special DVD project that requires custom menu design and navigation, our Creative Team can do that for you. Just let us know your vision and we can provide a custom quote.

Can I meet my Vanilla Videographer before the event?

There's really no need. Our team films every day and have experience with a wide variety of filming conditions. If you need to add notes or special filming instructions to your order, just send us an email or give us a call. Our Support Team is always ready to help.

What if I need my Videographer to stay longer?

We encourage our customers to order as much time as they need in advance. That way, we can reserve and guarantee videography coverage during that time. Our team films multiple events a day, and may not be able to accommodate additional filming in our schedule unless ordered in advance.

How long can I order Vanilla Video for?

We offer rates for as little as 30 minutes or as long as 16 hours. If you're unsure how long you need us for your event or production, just send us an email or give us a call and we'll be happy to offer our expert advice.

Can I have the name / number of my Videographer?

We schedule our team a week or two in advance, so we don't always know who will be filming your event. Additionally, we have stand-by videographers in case someone on our team is unable to make it. So the best way to reach us is through our Support Line at (866) 948-4336. We'll make sure any notes or special instructions are provided to the team member filming your event.

Do you offer photography services?

No, Vanilla Video offers event videography and video production services only.

Will you film sexual content?

No.

Will you film nude actors or models?

Yes, so long as the nudity is legal, is not sexual in nature, and has artistic, literary, political or scientific value. This is based solely at our discretion. Please know that our employees will promptly leave inappropriate situations that may be unsafe, uncomfortable, or those that may cause an unnecessary liability.

Can I use Vanilla Video for legal purposes?

No. — We do not offer legal videography services or videography for legal documentation. We DO NOT produce video that is fit to be used as courtroom evidence. Please do not use our service for any legal purpose whatsoever. However, if you choose to use our services for legal purposes anyways, despite the fact that we have explicitly asked you not to, you understand that we have made NO WARRANTY to you and NO REPRESENTATION to you that the service is fit for your particular purposes. Furthermore, you understand that the service is provided "AT YOUR OWN RISK" and is provided "AS IS".

Can I get a discount or negotiate on price?

Prices are non-negotiable. Our videographers are employees — and they are paid hourly-wages. For that reason, it's not possible for us to discount prices.

How do I apply for a job at Vanilla Video?

Find more information about working at Vanilla Video on our careers page. You'll find open positions along with our videographer application form.

Can we have an in-person meeting?

There is typically no reason to meet, even for high-end productions. Skipping meetings helps us keep costs down for everyone and allows us to better service customers online and over the phone. If your production order is over $1,800 USD we can have an in-person meeting.

Do you have a store front I can come to?

Not at this time. We are still a very young company. We are just beginning to research customer-friendly locations to build a walk-in storefront.

Where can I find more information about you guys?

Search for Vanilla Video online and in the news. We're on Twitter, Facebook, Yelp and tons of other social networking websites.

How can I help others discover your services?

You should Like us on Facebook and Follow us on Twitter.

How many microphones do you bring?

We always come prepped with 1 wireless lavalier microphone, 1 wired handheld microphone and 1 stereo microphone placed above the camera. If your event requires additional microphones, just let us know and we'll do our best to accommodate your needs.

Do you have wireless audio?

Yes. We have a wireless transmitter that can send audio to our cameras. This can be used to plug into a DJ / venue system or with a lavalier microphone.

What kind of audio outputs can you connect to?

Almost anything. — Our audio kits have a full adapters kit that can change just about any feed into an XLR feed that our cameras accept.

Can you do 4-channel or 8-channel audio mixing?

Our cameras have 2-channels of audio. We do have mixers for running up to 8-channels of audio if your video productions requires it. However, using a mixer will require an extra crew member for monitoring audio.

Do you have a portable backdrop?

Yes, we have a portable backdrop system that includes a white, black and Chroma green backdrop. Use of a backdrop for your production also requires the use of studio-grade lighting. We recommend a space of 10' by 12' or larger for productions with backdrops.

Do you offer professional lighting?

Yes, we can bring anywhere from 2-4 studio-grade, professional lights dependent on the needs of your production. If you have a vision in mind, just let us know and our Creative Team of cinema-artists will make that vision a reality.

Do you have a studio?

No, Vanilla Video does not have a production studio, we're entirely mobile. If you're looking to produce a video with a backdrop and professional lighting, we recommend a space of 10' by 12' or larger.

Can you help me produce a TV commercial?

Yes. We have a very talented team of videographers and video professionals. The first step to producing a video for television is delivering video specifications to us.

Can you offer storyboards or creative direction?

Yes. We have a number of artists available to help with pre-production.

I have no idea where to start — can you help me?

Call (866) 948-4336, then Press 1. Or send us a quick email at your convenience.

Do you bring extra lighting?

We bring a small, LED light that sits on top of our cameras. We only use this light for abnormally low-lit situations. Usually, since our camera sensors and lenses are great for low-light conditions, we optimize the natural light in the environment to minimize the use of the camera light. For more advanced lighting techniques, contact our Creative Team.

How many cameras do you bring?

Our standard pricing is for 1 camera and 1 Videographer. If your event or production requires multiple cameras, contact us for pricing.

What frame rate / resolution do you film in?

We film events in 1080p HD / 24 fps (frames per second) and sports in 720p HD / 60 fps. All video is delivered in 720p HD and 360p for convenient viewing and delivery over the internet. Additional resolutions are available upon request.

What kind of camera equipment do you bring?

We have a full HD camera, audio kit, monopod and tripod. Our videography kits are robust enough for nearly any situation. We have 1 handheld microphone, 1 camera microphone, 1 wireless lavalier, an audio bag with connectors, a wireless audio transmitter, other backup gear, along with a fluid / professional monopod and tripod.

Is your equipment (HD) High Definition?

Yes. We can film at up to 1080p HD at 50 Mbps in a 4:2:2 profile.

Do you need a power outlet? Do you have batteries?

We do not require power to operate our cameras. Just about everything we bring is battery operated for zero power cords. The only situation where you would need to provide power is if we are bringing studio lights to your production.

How long can your equipment film in one day?

Approximately 14 hours and 45 minutes of continuous shooting. However, it is very unlikely we would ever be recording for nearly fifteen hours straight through. Our camera kits do have two batteries, along with a power charger. If the need ever arises, we can always charge the battery that isn't currently in use.

What does everyone else do?

Everyone else starts by visiting our website. You are already doing that, so good for you! We encourage all interested customers to take as long as they like to peruse our website and really get a sense of what we are and what we do. When you know what you want, check our availability to see if we can film for you, look at our pricing to make sure we can operate within your budget, and then place an order for your video! The order you submit is not final, you can always make changes to it. All you have to do is contact us. If you have questions we have not answered online, do not hesitate to call or contact us. We are always happy to help and glad you are considering Vanilla Video as your video production company.