PlusCup – Personalized Videos for Kids & Adults

Hi Nancy, We sincerely apologize for the delay and completely understand your disappointment. Unfortunately, we experienced an unexpected technical issue specifically affecting our Baby Shark videos, which caused some orders to be delayed beyond our usual delivery time. We should have communicated this delay with you sooner, and we’re very sorry that this did not happen. We will, of course, issue you a full refund, and we are also working to ensure the issue with the Baby Shark videos is fully resolved. We’re a small team creating each personalized video manually, and while unexpected technical issues can sometimes happen, we understand that you were relying on us to deliver in time for a special occasion. Again, we sincerely apologize for letting you down and for the lack of communication. Thank you, PlusCup Team

Hi Mike, We’re sorry to hear this. Please provide the full name and email address used for your order so we can locate it and investigate what happened. We reply to all customer emails, so please also check your spam or junk folder, as our replies may sometimes be filtered there. Once we have your order details, we’ll be happy to look into this and resolve the issue as quickly as possible. Thank you, Pluscup Team

Hi Shena, We're sorry you feel this way. We did reply to your email and asked you to send us a voice note so we could hear the correct pronunciation of the name. Unfortunately, we can't guess how every name is pronounced, and we want to make sure we get it right before making any edits. Also, because we receive a high volume of orders and handle everything manually, we're not able to edit videos immediately after a request comes in. We have other customers who are also waiting for their orders, so we process edit requests in the order they're received. Please reply to the email we send, so we can edit it as soon as possible. We appreciate your understanding. Thank you, PlusCup Team

Hi, We're really sorry to hear this, and we completely understand why you're frustrated, especially with your son's birthday being tomorrow. Could you please send us your name and the email address you used to place the order so we can locate it right away? We receive a large number of orders every day, and we're a small team handling everything manually, so unfortunately we're not always able to reply within minutes. That said, we definitely don't want your message to be missed, and we'll do our best to resolve this for you as quickly as possible once we find your order. Thank you, and we look forward to helping you.

Hi, Thank you so much for your kind words! ❤️ We're so happy to hear your little girl loved her Peppa Pig video and that it made her birthday even more special. We're sorry you experienced trouble with the website. It should be working now! Could you please try again and let us know if you're still having any issues? If it still doesn't load, send us a screenshot along with the device and browser you're using, and we'll help you get your order through as quickly as possible. We can't wait to create another special video for you Thank you, PlusCup team