Help Center

Head to our application form, book a call with our team, and we'll walk through your goals together. Once we're aligned, we kick off onboarding and get your first batch of content moving.

Access to your raw footage, any brand guidelines you have, a few reference videos you like the style of, and the platforms you're creating for (Instagram, TikTok, YouTube, etc.).

Most clients are fully onboarded within 3–5 business days of their call, assuming footage and brand assets are ready to share.

MP4, MOV, ProRes, and most raw camera files. If you're unsure whether your format works, just send it over and we'll confirm.

This is usually a connection issue. Try a more stable network, or use WeTransfer, Google Drive, or Frame.io as an alternative — all three handle large files more reliably than direct browser uploads.

For very large libraries, we can set up a cloud transfer link or, in some cases, arrange for a physical drive to be shipped. Ask your point of contact and we'll figure out the best option.

Delivered via download link or a shared cloud folder, in whichever formats you need — vertical, horizontal, or both — with captions either burned in or provided as a separate SRT file.

Every edit includes revision rounds as part of your package. Exact counts depend on your plan — your onboarding call will cover the specifics.

Most edits are delivered within a few business days of receiving footage, with exact timelines depending on project scope and current volume.

Reply directly on the same thread with a timestamp or clear note on what needs adjusting, and we'll get a corrected version back to you as a priority.

Yes — let your point of contact know as early as possible and we'll do what we can to prioritize it.

We accept all major credit/debit cards and bank transfers.

Depends on the engagement type. Most clients are on a monthly retainer billed upfront; one-off projects are billed before work begins.

Reach out to support@drexilstudios.com with your details and we'll sort it out or send over an invoice right away.

Refund terms depend on the stage of work completed — see our Terms of Service, or contact us directly and we'll talk through your specific situation.

Try refreshing the page or opening the link in a different browser. If it still won't play, let us know and we'll re-share the file.

This can happen with certain playback software. Try a different media player (like VLC) first — if the issue persists, flag it and we'll re-render your file.

This is sometimes caused by how a platform (like WhatsApp or Slack) compresses files on send. Always download directly from the original delivery link for full quality.

Let us know which file and we'll review the caption file and get a corrected version back to you.

You'll have a dedicated point of contact from onboarding onward — reach out through your existing project thread.

That shouldn't happen — email support@drexilstudios.com and we'll get someone to follow up right away.

Yes, just flag it as early as possible. Changes requested after an edit is well underway may affect turnaround time.