FAQ
Frequently Asked Questions
General Questions
We shut down our physical office in 2021 during the pandemic and are working remotely at this time.
Yes, we can meet at your office or at a third-party location nearby if you’d prefer.
We are available Monday through Friday, 9am until 4pm. We try our very best to unplug outside of office hours to achieve a healthy work-life balance. This means that unless special arrangements have been made or an urgent situation arises, we’ll get back to your call and/or email next business day.
This depends on the project and the amount of work involved, and we are sometimes able to accommodate last minute requests for smaller projects. Generally, we require at least 24-48 hours to turn around any requests for edits to an existing project.
We accept cheque, e-transfer and credit card. Cheques can be made payable to Take Root Creative and email money transfers can be sent to [email protected]. Please note that payment is due within 30 days of the invoice date and all late payments are subject to a 2% late fee for every month past the due date, unless alternate arrangements have been made.
Pre-Onboarding Questions
If you have a particular project in mind, we have questionnaires on our website that allow us to gather information and help us prepare to have a chat either in person, over the phone or on a video call. Looking for marketing advice or have multiple projects you wish to discuss? Reach out to us and we’ll start with a call, video call or in person chat.
Our questionnaires are fairly brief and allow us to get some valuable information in advance so we can tailor our conversation to make best use of your time.
We love collaborating, so chances are your project will call on the knowledge and skills of multiple TRC team members. You’ll be assigned an Account Manager who will be your primary Take Root Creative contact. Your Account Manager will oversee everything from budget and workflow, to design and revisions, so you can rest assured that your marketing is in good hands.
Yes – in most cases. All first time clients are required to pay a deposit. For existing clients, deposits are required on longer projects like websites. The amount of the deposit depends on the length of projects, the overall cost and if there is any printing included.
When we quote on a project, unless it’s been specifically asked, your estimate only includes the final product (ie: a final digital file, a printed piece or an online digital application) and not a template that we provide you for future use. If you wish for us to create a working file that you want to have for future use, please let us know upfront so we can quote accordingly. In addition to cost, we have to plan things like what program we use, what types of stock imagery and graphics we use as well as fonts.
We aim to keep all our files either in our main server or deep storage in case they are required down the road, but we do not guarantee this as even the most careful planning can result in circumstances where we are not able to retrieve files for various reasons.
Questions to Help with the Success of Your Project
We recommend reaching out via email whenever possible so that your Account Manager can keep your edits/requests on file for future reference. We are certainly still happy to have a phone call, video chat or in-person meeting at various times during the course of the project.
Though we work as fast as we can, there just simply aren’t enough hours in the day sometimes. Before a project begins, be sure to speak with us about your timeline so we can set a realistic date for completion that works for both our team and yours. Note that a rush processing fee may apply if deadlines change.
We are very flexible in how we receive things so we can set up a Dropbox folder, Google Drive folder or receive files via email. Ideally text will be in a Word document or Google Doc (we can set up a shared one you can access) to keep content organized – especially for larger projects.
Typically we need more content than you think you will need to provide. We can always exclude content, but we are able to do our best work for you when we have extra text and images to work with. Ideally photos are high resolution and graphics are in vector form, but we will work with whatever you have and advise on what is doable based on what you provide.