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5/19 Collective | Frequently Asked Questions
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Frequently Asked Questions

The 411 on all things 5/19

FAQs

Building a brand + doing good business takes consistent effort. We at 5/19 are here to make your brand so fresh and so clean, clean while you to focus on your strengths. Here’s a quick list of some of our most frequently asked questions. Want to know more? Schedule a consultation or if your website is going down in flames please email holas@519collective.com.

Let's Get Started

What are your business hours?

Our inbox is open 24/7! Feel free to email us anytime at holas@519collective.com. We do our best to reply to all inquiries within 48 business hours. We serve a global clientele and aren’t limited by time zones.

 

We, the fine folks of 5/19, respect both your time and ours, which is why we require that all calls be scheduled. 5/19 honors + celebrates a variety of international, holidays so please excuse us if a response is delayed.

Do you offer hosting and/or domain registration?

Have you heard of the “bus factor“? Not that we’re planning on getting run over, but just in case, we want you to have complete access and control of your domain + hosting. We are happy to provide referrals for solid hosting and domain registration companies. Our “go to” is SiteGround. Need help setting it all up? We can take care of that too. If you DIY it, we ask that you provide us with FTP, Cpanel, and CMS login credentials.

 

5/19 Collective does not assume responsibility for server downtime, email issues, software issues or any other compatibility issue that may arise after the launch of the site. If an issue arises in the future, let us know. We offer ongoing support and website maintenance, both at hourly rates and as a part of maintenance packages.

What are your payment policies?

Our invoicing is done via FreshBooks. For ongoing clients, we invoice on the first of the month for services rendered the prior month. Payment is due upon receipt. As a courtesy, we may extend the offer of a 5 day grace period. After the grace period has elapsed, work on all current projects will cease and no new assignments will be accepted until the balance has been paid in full.

 

For stand-alone projects, we request a non-refundable deposit prior to work beginning to secure your spot in our queue. The balance is due upon the project completion before final files are delivered and/or website is launched. Depending upon the complete total cost, we offer flexible payment terms and can arrange a payment schedule.

 

All print costs are due before items are sent to the printer.

What payment methods do you accept?

Our invoicing is done in US dollars via Freshbooks and payments can be submitted via PayPal or Stripe.

 

PayPal accepts a variety of payment methods, these include: PayPal balance, Bank Account, PayPal Credit, Debit and Credit Cards (Visa, MasterCard, American Express, and Discover)

 

With Stripe, you can pay with almost any type of credit or debit card including: Visa, MasterCard, American Express, JCB, Discover, and Diners Club. In some cases, Stripe also supports Bitcoin, Apple Pay, Android Pay, 3D Secure, SOFORT, iDEAL, Giropay, Bancontact, SEPA direct debit, and China’s Alipay.

What are your average turn around times?

We’re over here making bespoke brands and tailoring solutions! A timeline will be customized to outline your project’s milestones. The project timeline begins upon receipt of all resources and information requested from the client. Lack of requested material prevents progress, leaving the project on hold causing scheduling conflicts. This has a direct effect on deliverables. To be considerate of our commitments please do your best to reply to requests/inquiries within 3 business days.

 

Rush services are available at an additional cost if necessary. Prices are custom quoted.

What's up with 'Holas'?

Holas is the official greeting of 5/19 Collective! Our founder, Antoinette, has an eclectic background. Holas is a nod to her current home of Costa Rica and the ‘third coast’ influences from her past. It’s her linguistic love child of “hey y’all” and “hola”.