When will I receive my content?
We guarantee next-day delivery by 5 PM the day after your shoot. Photo files are typically sent over early in the morning, while the rest of the content, like video, 3D, and floorplans, will be uploaded by 5PM. Custom projects will have custom delivery timelines depending on the project and deliverables.
Note: Our support team is OFF on Sunday, so any Saturday shoots will be delivered the following Monday!
How many photos should I get?
Our photos come in sets of 20, 35, and 50; just let us know in the shoot notes if you’d like to add more. We recommend considering the square footage of your listing when choosing the number of photos you’d like. Our photographers will use the number of photos purchased to best capture your listing. If you have requested angles or any specific shot requests, please let us know when booking your shoot so we can ensure it’s captured.
| Recommended Photo Sets |
Under 2500 square feet | 20 Photos |
2501-4500 square feet | 35 Photos |
4501 square feet and up | 50 Photos |
How do I download my files?
Our support team delivers your files through your customer portal, Aryeo, so downloading content or pulling up old files is a breeze. Go to www.hdbros.com and click book a shoot in the top right corner, this should prompt you directly to your dashboard, click into your listings tab and then you’ll be able to access any content that’s been delivered.
What's the difference between Vertical and Horizontal video?
We recommend choosing a video based on the platform you plan on sharing it on.
Vertical videos are optimized for social media apps like Instagram, TikTok, and YouTube Shorts.
Horizontal videos show the best on computers and phones and are optimized for platforms such as the MLS, Listing Sites, YouTube, and Facebook.
What can I expect when I order Community Video Clips or Community Photos as an add-on to my listing?
Either 10 photos or 10 seconds of footage for your video
We allow for an hour to complete each portion, which usually gets you one or two stops/locations
This stops/locations should be easily accessible from the address location.
Cities should not be going more than a mile or 2 from the listing address
Suburbs and rural areas should not be more than 5 miles
If you are looking for more than this, email us at support@hdbros.com for a custom quote
How can I save money on future shoots?
Review us on Google for $100 in account credits.
We also deposit $100 in credits for every scheduled referral and the referred customer will also save on their first order!
How do I update, cancel or reschedule my appointment
Outside of our 24-hour cancellation window, you’re able to reschedule your own appointments right through the portal space.
Click the orders tab, then on the specific order, scroll down, and you’ll see the reschedule appointment option.
If you need to cancel or update your order at all, you can respond to the email confirmation for the specific appointment or reach out to our support team, and we'll take care of it for you!
Rain policy
We recommend rescheduling for nice weather, but ultimately, it's up to you to make the final decision. If you're rescheduling a shoot due to inclement weather, we require a minimum of two hours notice. If it’s cloudy or gloomy on the day of your shoot and you keep your appointment, we can touch up the exterior photos with sky replacements. Additionally, we offer an exterior-only option for $150 if we are unable to get exterior photos due to weather.
Cancellation policy
Shoots canceled within 24 hours of the scheduled appointment time, not due to inclement weather, are subject to a $150 cancellation fee. Make sure to confirm that the listing is 100% ready to shoot, at least 24 hours in advance.
What should I do to prepare my listing before my shoot?
Our photographers do not stage or clean during appointments; they shoot the property as is! Make sure your listing is ready to shoot prior to our arrival. Follow our home prep guide to ensure your listing is 100% shoot-ready. Time on site can vary based on services. Please let us know if you have any questions about timing on-site. Check out our appointment prep guide here.
Payments
Any order under $2,000 must be paid before the scheduled appointment time. If the order exceeds $2,000, we require at least 50% upon booking and the final 50% prior to file delivery.
Licensing rights
Our copyright licensing is designed to protect our clients. We grant our clients an exclusive right to use images in campaigns across platforms like MLS, social media, and all web/print marketing.
How do I request edits for my content?
Please message us using the chat box in the bottom-right corner of our website, or simply email support@hdbros.com with your request.
Photo sets come with 5 free edits (edits on 5 images), which include brightening, alignment, and color correction. Advanced edits, such as car or item removal, are subject to an additional fee.
Simple edits like floorplan adjustments, song swaps on video, branding changes, and small Photoshop removals should take less than 12 hours to return.
Please share any additional details and examples (e.g., screenshots and relevant URLs) regarding your inquiry.
Providing as much information as possible will help our support team quickly understand and assist you further👇
If you have any questions about our FAQ, please reach out to our support team!