Why is my order late?
We understand how important deadlines are. While our turnaround times aren't guaranteed, we make every effort to get your order back to you by the estimate that was given at checkout. Generally speaking, we have an upward estimate of a 24-hour turnaround for every 30 minutes of video. If your order is taking longer than anticipated, it may be due one of the following:
Our 24-hour turnaround estimate is for clearly recorded files that are less than 30 minutes in length. If your file is longer than 30 minutes, it may take longer to complete.
Recording quality greatly impacts turnaround time. Sometimes a recording isn't able to be done in ideal conditions, and factors such as background noise, static, low volume, heavy crosstalk, and other audio challenges can factor in. Our team strives to deliver accurate captions for these files, and that does mean it may take a bit more time.
If your file contains a lot of niche terminology, it might take the captioner longer to research to ensure the content is being accurately captured. Our glossary feature is a great option for these types of files and can really help speed up the turnaround time. Glossaries can be added during the checkout process.
The majority of our caption team is based in North America, so files that are heavily accented might take longer to complete.
My file doesn't meet those criteria. Is something else going on?
We would be glad to check in on your individual order for you! Please contact our support team at firstname.lastname@example.org or by phone at 888-369-0701 and we can give you an update on the current status of your order.