Questions & answers
Frequently asked questions
Everything you need to know before you buy. Still stuck? Email us.
How do I place an order?+
You order directly through our website. Select the service package you want, complete checkout via our secure Stripe-powered payment page, and you'll receive an email confirmation with your order details and next steps. No account or phone call is required to get started.
How are your deliverables sent to me?+
All of our work is delivered digitally. Depending on the service, we send finished files, documents, or access links by email to the address used at checkout, or via a shared cloud folder. Nothing is shipped physically, so there are no shipping fees or delays.
What is the typical turnaround time?+
Most standard orders are completed within 3 to 7 business days after we receive the information we need from you. Larger or custom projects may take longer, and we will give you an estimated timeline in writing before work begins.
Do you guarantee specific results?+
No. We do not guarantee outcomes such as revenue, rankings, follower counts, or other performance metrics, because those depend on many factors outside our control. What we do guarantee is that we will complete and deliver the specific deliverables described in the package you purchased.
What information do you need from me after I purchase?+
After checkout, we send a short intake form or email requesting the details needed to start, such as your goals, brand assets, any existing materials, and relevant access or logins. Your project timeline begins once we have received everything we need from you.
What is your refund policy?+
Because our services are custom digital work, refund eligibility depends on how far the project has progressed. If we have not yet started, you can request a full refund. Once work is underway, refunds are prorated for the portion not yet completed. Completed and delivered deliverables are non-refundable. Contact support@theinfusionagency.com to start a refund request.
How do I request revisions?+
Revision rounds are included with most packages, and the number is listed on the service page before you buy. To request changes, reply to your delivery email or write to support@theinfusionagency.com with clear notes about what you'd like adjusted, and we'll turn the revision around within the timeframe stated for your package.
How do I contact support?+
Email us at support@theinfusionagency.com for any question about your order, billing, revisions, or a refund. We aim to respond within one business day. Email is the fastest and most reliable way to reach us and keeps a written record of your request.
Do you offer custom or monthly work?+
Yes. Alongside our standard packages we offer custom one-off projects and ongoing monthly retainer arrangements. Reach out to support@theinfusionagency.com describing what you need, and we'll send a tailored scope, timeline, and price before any payment is made.
Is a subscription required, or can I order once?+
You can order a single project with a one-time payment; no subscription is required. Monthly retainers are optional and only apply if you choose an ongoing plan. Any recurring billing is clearly disclosed and confirmed by you before it starts, and you can cancel future renewals at any time by emailing support@theinfusionagency.com.
How will the charge appear on my statement?+
Payments are processed securely through Stripe, and the charge will appear on your card or bank statement under our Infusion Agency billing descriptor. If you don't recognize a charge, email support@theinfusionagency.com and we'll help you identify and resolve it quickly.
Is my payment information secure?+
Yes. All payments are handled by Stripe, a PCI-compliant payment processor. We never see or store your full card number. Your payment details are entered directly on Stripe's secure checkout, and we only receive confirmation that your order was paid.