Shipping & Return Policy


Domestic Shipping Policy


Shipment processing time

All orders are processed within 24h

Shipments of the final video products will occur during working days (Mo-Fr) from 8:00 AM until 8:00 PM CET (UTC +1). If a high volume of orders occurs all new/potential customers will be notified by a visual banner on our website where the customer will find detailed information about the possible delay. The banner is visible on every page of our web shop until the customer closes the banner. All potential questions can be answered via the web shop chat located on this link.

Shipping rates and delivery estimates

Shipment method Estimated delivery time Shipment cost
Free Shipping via email* 1 business day ** Free

* There are no shipping location limitations. We ship worldwide. Shipment is handled by email where a user receives a download link from which he can download his new promotional video.

** Shipment will occur one day after the customer provides the complete information (text, images, videos) for his new promotional video.

Shipment to P.O. boxes or APO/FPO addresses

We do not ship to P.O. boxes or APO/FPO addresses, we ship our final video files only by email that contains the promotional video download link.

Shipment confirmation and order tracking

The customer will receive an email with detailed information on how to download his promotional video. There is no shipment confirmation or order tracking. 

For more information, email our support at or our support page.


If for any reason the customer receives a damaged video file please contact us via support page or via our support email [email protected] and we will fix the issue. 

Please keep in mind that Promo Videos is not responsible if the video file is not broken, but the customer has a problematic computer or if the customer is missing codecs for playing the desired video format or similar. 


International Shipping Policy

We ship worldwide, there are no location limits. International shipping is handled by the same principles as domestic shipping.


Returns Policy

Promo Videos offers a full refund to our customers within 30 days of purchase. A customer can ask for a full refund if we do not provide a final video in Full HD resolution with all of the characteristics stated in the template details or if we do not deliver the draft video under 24h. If there is an active information banner that alters that (24h) delivery period, then the information from the banner is at that point relevant until the banner is removed. 

The refund process is started by filling out the refund request form or writing an email to [email protected] or contacting us via our support chat. There are no shipping costs, or any additional costs when a full refund is approved, the customer will receive a full refunded amount. Refunded money will be returned to the customer’s original payment method. When a return is approved the customer must wait approximately 5-7 business days for the money to appear on his bank account (original payment method).
For more information, email our support at or our support page.


How long will it take to receive your refund?

We use 2Checkout to process Promo Videos purchases and refunds. This means 2Checkout’s refund policy determines the time it will take for you to receive your refund:

  • Credit / Debit card – We process credit / debit card refunds within 1 business day. But it may be 5-7 business days before the funds appear in your account, depending on your bank.
  • Wire Transfer and check – We process wire transfer and check refunds within 5-7 business days. But it may be 10-14 business days before the funds appear in your account, depending on your bank.
  • PayPal – We process PayPal refunds within 1 business day. But it may be 2 business days before the funds appear in your account, depending on PayPal’s processing time.
  • Direct debit – We process direct debit refunds after 6 weeks. We can’t do it earlier than this because banks will not process a direct debit refund until 6 weeks have elapsed since the payment date.
  • Other payment methods – We process other refund types within 7 business days. But it may be up to 14 business days before the funds appear in your account, depending on the payment method.

We reserve the right to extend the standard refund time in exceptional cases with prior notice to you.

* If you’ve initiated a PayPal dispute, 2Checkout will require you to cancel the dispute before our refund request will be accepted. This can result in additional delays.


Haven’t received your refund yet?

If you still haven’t received your refund after the appropriate period detailed above, please contact Promo Videos support team at [email protected]. To speed up your refund process, please provide your order number and the email address you used to purchase a promotional video.

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