Frequently Asked Questions

Browse F.A.Q. Topics

Billing FAQ's

  • What is your refund policy?
    We take pride in the quality of our downloads and provide full HD watermarked previews for all clips prior to purchase.  We believe this gives our customers everything needed to make an informed purchase decision.  As such, we regret that we cannot provide refunds once a purchase has been made.

Content FAQ's

  • Which file format is right for me?
    For simplicity, we provide MOV as it is your best option with the highest quality and have skipped the MP4 format which still offers stunning visual quality at a significant reduction of file size, but we just don't want to jeopardize any quality or bitrates.
  • ProRes 422 vs H.264
    If you're using the clips for professional or broadcast purposes and plan on doing heavy post-processing to it (i.e. color correction or visual effects), we suggest using the ProRes file since it contains more image data and very little compression with a bitrate hovering around 150mbps.

    If you're just looking to casually add a video clip to a project and already like the color correction and processing we've supplied, then the H.264 download is perfect and all you will need.

    If Internet download speeds are a concern for you, we suggest using the smaller file size if it will still meet your projects needs.
  • 4K vs HD
    In simple terms, we personally use 4k footage and drop it into an HD 1920 x 1080 timeline for the benefits of being able to zoom, stabilize and manipulate in post production. If you are editing on an HD timeline and have no need to manipulate, then save yourself a few dollars by skipping the 4K version.

Licensing FAQ's

  • What does Royalty Free mean?
    Royalty-free is a type of license that allows unlimited use of content in media projects, and without having to pay royalty fees. In a nutshell, pay one time and use it forever to any size audience.
  • Where can I use your video clips?
    Our clips may be used for nearly any project, commercial or otherwise, including feature films, broadcast, commercial, industrial, educational video, print projects, multimedia, games, and the internet, so long as substantial value is added to the content.Substantial value means that you are adding to the stock file such that the completed work is no longer recognizable as the original file.(For example, incorporating a video clip into a commercial qualifies, while reposting our video clip on YouTube with no modification or incorporation does not.) Editing a stock file into a larger media project generally suffices, but minor edits such as adding text or trimming length do not. However, it really depends on the original file itself and the nature of your edits. If you have questions about whether your edits constitute substantial value in a particular case, please contact us and include samples of your work.Once you pay for and download a file it is yours to keep and use forever, royalty-free.
  • What can’t I do with your video files?
    Our content may not be:
    1. Resold or redistributed as standalone file(s); meaning you can create edits for your clients, but you can't freely provide our files for use in projects which you are not a party to.
    2. Used in any work which includes pornography, condones violence, or violates the privacy or publicity rights of any third party.

Technical Support

  • How many times can I download the files I have purchased?
    In an attempt to prevent fraud, your download link is valid for 24 hours and may be downloaded a max of 5 times. If you have exceeded this limit, let us know so we can assist you, for we value your business and want to make sure you receive the file(s) you’ve purchased.
  • Why is a download timing out or not completing?
    Video files can be very large in size (a few of our clips are over 4 GB if downloading a ProRes 422), so make sure your internet connection isn't being slowed or interrupted during a download. The good news is that we are using AmazonS3 Cloud service, providing blazing fast, uninterrupted downloads from our end.
  • Why don’t the clips play in my media player?
    We've chosen to stay away from MP4 files for hi-res downloads with all of our video clips provided in MOV files. Make sure that your media player supports MOV files and codecs. QuickTime Player and VLC Player are able to play these files with no issues.
  • Why do some clips appear choppy or jerky in my media player?
    A clip may appear jerky simply because your computer can't quite process it fast enough to keep up. The larger the file size (or resolution), the more processing power your computer needs to play the clip smoothly.
  • Can you help me with my editing program?
    We are sorry, but we do not provide editing program assistance unless you have hired us for a project. The best things to do would be to search Google, YouTube, or contact your editing program's support team.