Good to know
Frequently asked questions
Everything you need to know about ordering, personalizing and receiving a Qteros video greeting.
Short answers to the questions we hear most. If yours is not here, email [email protected] and a person will reply.
What exactly do I receive?
A personalized HD video of roughly 45–120 seconds, depending on the team and package. It includes a chalkboard with your recipient’s name, a song performance, and a spoken phrase you provide. You receive a private viewing link and a downloadable file by email.
How long does delivery take?
Most orders are delivered within 1–3 business days after payment. We film on business days, so orders placed on Friday may be filmed the following Monday.
Can I choose the song?
Yes. Each video includes one song choice. You can pick from our list on the product page or let the team choose a song that fits the occasion.
What should I write on the chalkboard?
Keep it short: a name, an occasion, and a few words. “Happy 30th, Amara!” or “Welcome home, Dad.” work beautifully. You can suggest wording on the product page, and we will confirm it before filming.
Can I include a phrase in another language?
Yes. Add the phrase and a pronunciation guide on the product page. We will do our best to perform it accurately. If something is unclear, we will ask before filming.
Is the video private?
Yes. The viewing link is unlisted and intended for you and your recipient. We do not publish customer videos or use them in advertising without written permission.
Can I order from outside the United States?
Yes. Prices are in US dollars and checkout is handled by Dodo Payments. Your bank may apply a currency conversion fee. We deliver worldwide by email.
Do you use AI?
No. Every video is performed by real people. We do not generate faces, voices, or performances with AI.
What if I need the video sooner?
Email us before ordering and we will tell you honestly whether your date is possible. We do not promise same-day delivery, but we can often prioritize an order when the schedule allows.
What is your refund policy?
If we fail to deliver, or if the video contains the wrong name or a materially different message from your brief, we will refilm it or refund you. Because every video is personalized, we cannot offer a refund simply because the recipient changed their mind. Read the full refund policy.
How do I track my order?
Use the order reference from your confirmation email on the order lookup page, or reply to your confirmation email and we will check for you.
Can I send the video as a gift?
Absolutely — that is the point. Add the recipient’s name to the video and forward the private link when you are ready. You can schedule the email to arrive on the morning of a birthday.