Question 1

Will I work with a dedicated developer?

Accepted Answer

With our 25, 50 and 75-hour Support Packs, you get access to a dedicated team consisting of a developer and a designer if needed. An account manager will ensure all goes smoothly, but you or someone on your team is managing the work queue.

Question 2

How do I get projects requests started?

Accepted Answer

Once you submit your project through our website form, it gets queued to be reviewed by a developer or a designer. Soon after that, we will follow up to provide you with a project estimate that matches your needs. The work begins as soon as we've confirmed your payment.

Question 3

What if I need more hours?

Accepted Answer

You can replenish your hours with a 25, 50 or 75-hour support pack as needed, OR we would invoice for the extra hours at a favourable rate.

Question 4

What is the turnaround time on projects ?

Accepted Answer

With our standard hourly rate, you can expect a 10-hour project to be delivered on in roughly 10 days (approx. 1 hour /day). We also offer express quotes, where we deliver on projects in half the time. E.g. For a 10-hour project, the turnaround time will be 5 days (approx. 2 hours /day).

Question 5

How many rounds of revisions can I have on each project?

Accepted Answer

We guarantee unlimited revisions, no matter the amount of hours purchased. We’ll keep revising until it’s perfect. We will do our best to shorten the communication between reviews. If you wish to revisit the project past its completion, to make design or code updates, this needs to be covered as a separate project.

Question 6

What if I don’t have enough projects to use up all the hours in a support pack?

Accepted Answer

Your hourly balance from your support pack will roll over for the following 3 months, after purchase. This means that any remaining hours will still be usable for that long. Unused hours expire at the end of this period. In the meantime, we do our best to provide you with recommendations for improvements across your website, where needed.

Question 7

Can I check if a project or a list of tasks is possible before I purchase?

Accepted Answer

Yes, you can submit your project details or list of tasks, and we'll follow up to provide you with a quote.

Question 8

Is HeyCarson an agency?

Accepted Answer

No, we're a freelancer platform that matches brands, agencies and other businesses with vetted developers.

Question 9

Can I request complex designs/interactions under a Support Pack?

Accepted Answer

Larger and more complex projects may take more time. If we assess a project to be above 75 hours, we can provide an estimate for this and we can decide together if it’s suitable to be quoted separately.

Question 10

What if I need a full, one-time site designed and developed from scratch?

Accepted Answer

Full site setups and/or redesigns are usually a fit for our largest, 75-hour Support Pack. They require a larger project-based quote based on the needs and complexity of the implementation. We can offer a separate detailed quote for these projects if they exceed 75 hours. Rates for this type of work range from USD $85-$120/hour or from USD $5000.

Question 11

What is your refund policy?

Accepted Answer

You may request a refund within the first 30 days of your purchase for any reason. Refunds requested within this period will be may be partial in case the developer has started or completed a portion of the project. Please note that refunds will not be granted to agencies. If you are an agency and not an individual store owner, please refer to our Terms and Conditions.

Question 12

Why wouldn’t I just hire a full-time Shopify developer and/or designer?

Accepted Answer

A senior-level designer typically earns from USD $80,000 to USD $100,000 per year; a capable developer is similar or even higher. They can be hard to find, so you’re lucky if you can hire one, and extremely if you can afford both. Hiring staff comes with other costs and not much flexibility if there are months with less work needed. However, with your HeyCarson Support Pack, you can consult with a developer or designer as often as you need.

Question 13

Is HeyCarson a good fit for me or my team?

Accepted Answer

Our service is designed to be used by Shopify brands, not agencies or freelancers. To get the most value out of your Support Pack, it’s important for you to have a clear sense of your vision and goals, and be able to describe it with some detail, and with references where required. Having experience with building project briefs, as well as a basic understanding of Shopify and what goes into maintaining an online store is just as beneficial. We find our best clients are growing brands, somewhere between $40k/month and $200k/month in online sales. They are short on Human Resources and want to leverage as much as possible of their Shopify setup to drive more sales, improve their operations and customer experience. For brands below this level of sales we believe there are better options out there.

Question 14

What will happen when I purchase a Support Pack?

Accepted Answer

When you purchase your chosen Support Pack, we will follow up shortly after your payment was confirmed, by email. We will be able to answer any question you have, and we'll guide you through the process of writing and submitting any other new requests. You’ll be up to speed and going in no time!

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