Helpful Client Resources

Communication with our clients is our top priority. We pride ourselves on responsiveness and exceptional customer service, and aim to reply to emails within 24–48 hours during the work week.

We’re unable to support text messages for project updates or feedback, as important details can easily get missed (we promise we’re not leaving you on read!). Email allows us to keep everything organized, track details clearly, and respond in a thoughtful and timely way.

While we’re typically unable to accommodate same-day calls or meetings due to childcare and scheduled project work, we’re always happy to schedule a time to chat! Please reach out to us via email to receive a scheduling link or arrange a time to talk.

Our office hours are Monday–Thursday, 8am–4pm MST, unless otherwise noted. On Fridays, our office is closed so we can intentionally spend time with our family and recharge—so we can show up for you with more energy, creativity, and focus the following week.

Our timelines are built around a collaborative process that depends on timely feedback, content, and approvals.

If feedback or assets are delayed, your project timeline may shift accordingly and your project may be reshuffled within our active production schedule.

This ensures fairness across all clients and allows us to give each project the focused attention it deserves while it’s actively in production.

Projects are billed in two installments: a 50% deposit to begin work and a 50% final payment due upon completion, prior to final file delivery or website launch. We accept payment via ACH transfer or check.

Final delivery or launch will be be completed once the final payment has been received.

To help you provide clear and helpful feedback, we ask that you review the walkthrough videos included with each draft or revision. These videos include important context and design notes that may help guide your feedback.

These walkthroughs offer more flexibility than traditional presentations—you can watch them anytime, rewatch as needed, and share with your team.

When we send an initial draft or revision, we’ll include a requested feedback deadline.

Meeting these deadlines helps keep your project moving smoothly and ensures your project stays on schedule.

Please leave all design and copy feedback as pinned comments directly on Dropbox PDFs or website prototype links. This helps keep feedback organized, specific, and tied to the exact element being referenced.

Here are short tutorials showing how to leave pinned comments on PDFs and prototypes.

We ask that all feedback be as specific and detailed as possible to help us implement changes accurately and efficiently.

The most helpful feedback includes clear notes on specific sections or elements, along with context around what you’d like adjusted and why when possible.

Each project includes a clearly defined scope based on your selected package and proposal. This covers all agreed deliverables, pages, and revisions outlined at the start of the project.

Anything outside of that scope—such as new pages, additional features, or major direction changes—falls outside of the original agreement. If new needs come up along the way, we’re always happy to provide a separate estimate or expand the project accordingly.

Each project includes a set number of revision rounds based on your package. A revision refers to thoughtful refinements within the existing direction, such as adjusting layout, updating copy, or refining design details.

If you ever need additional rounds beyond what’s included, that’s never a problem—we’re happy to provide a quick quote and keep things moving.