Help Center
Find answers to common questions or get in touch with our support team
Contact Support
Support Hours
Monday - Friday: 9:00 AM - 6:00 PM AEST
Saturday - Sunday: 10:00 AM - 4:00 PM AEST
Frequently Asked Questions
Getting Started
How does Roodieland work?
Roodieland uses AI technology to create personalised video messages from characters like Santa Claus. Simply choose your character, add personal details (name, age, photos), customise your message, and we'll generate a professional video in minutes. Pricing depends on which video sections and personalisation features you select.
How long does it take to create a video?
Most videos are ready within a minute or few, but can take up to 10 minutes. You'll receive an email notification when your video is ready, and you can also wait on the confirmation page where it will automatically appear.
Do I need to create an account?
No account is required for creating videos. However, if you choose to save your video to history during checkout, we'll create an account for you automatically where you can access all your videos.
Pricing & Payment
How is pricing determined?
Your video price is based on the personalisation options and features you choose to include. Each character offers different customisation sections - the more sections you select (such as personal photos, video moments, or special features), the more personalised your video becomes. You'll see a clear breakdown of pricing as you build your video, giving you complete control over what to include and the final cost.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express) and Apple Pay/Google Pay through our secure payment processor Stripe. We also support Afterpay for eligible purchases.
Can I use a voucher or promo code?
Yes! You can enter a voucher code at checkout in the "Order Summary" section. The discount will be applied automatically before payment. Voucher codes are case-sensitive.
What is your refund policy?
Due to the personalised nature of our videos, all sales are final once generation begins. However, we may issue refunds for technical failures, quality issues, or billing errors. Contact us within 7 days of purchase if you experience any issues.
Video Creation & Customisation
What information can I personalise in the video?
You can add the recipient's name, age, gender, pet information, and custom messages. Additional personalisation options allow you to include personal photos, video clips, favourite foods, vacation photos, and more! The character will reference these details in the video, making it truly unique and special.
Can I preview the video before ordering?
We don't offer previews, but you can watch demo videos by clicking "Watch Kids' Reactions" on the home page to see the quality and style of our videos. Each video is uniquely generated based on your personalisation.
What video quality do you provide?
All videos are delivered in professional Full HD (1080p) quality with clear audio. Videos are optimised for viewing on all devices including phones, tablets, computers, and TVs.
Can I edit my video after it's created?
Once a video is generated, it cannot be edited. If you need changes, you'll need to create a new video. We recommend carefully reviewing all details before completing your order.
Delivery & Technical
How will I receive my video?
You'll receive an email with a link to your video as soon as it's ready. You can also download the video directly from the confirmation page. Videos are hosted on our platform for 3 months.
Can I download my video?
Yes! You can download your video in MP4 format from the confirmation page or from the link in your email. We recommend downloading for permanent storage as hosted videos are available for 3 months.
Can I share my video?
Absolutely! You can share your video via a unique link, download it to share on social media, or send it directly via email. Share unlimited times with family, friends, and grandparents!
What file formats are supported for uploads?
For photos: JPG, PNG, WebP (max 10MB). For videos: MP4, MOV, WebM (max 100MB). We automatically optimise your uploads for the best video quality.
Account & Privacy
Is my personal information secure?
Yes! We use industry-standard encryption (SSL/HTTPS) for all data transmission. Payment information is processed securely through Stripe (PCI-DSS compliant). We never store credit card details. See our Privacy Policy for details.
What do you do with uploaded photos and videos?
Your uploads are used ONLY to create your personalised video. We do not use your content to train AI models or for any other purpose. Uploaded files are automatically deleted from temporary storage after video generation.
How do I delete my account or data?
Contact us to request account or data deletion. We'll process your request within 48 hours in accordance with privacy regulations.
Troubleshooting
My video hasn't arrived yet. What should I do?
Videos are typically ready within a minute or few, but can take up to 10 minutes. Check your spam/junk folder for our email. If you still can't find it, contact us with your order ID, and we'll resend it immediately.
The video won't play. How can I fix this?
Try these steps: 1) Refresh the page, 2) Try a different browser (Chrome, Safari, Firefox), 3) Clear your browser cache, 4) Download the video and play it with a media player. If issues persist, contact support.
I can't upload my photo/video. What's wrong?
Ensure your file meets our requirements: Photos under 10MB (JPG/PNG), Videos under 100MB (MP4/MOV). Try reducing file size or using a different format. If problems continue, try a different browser or device.
I was charged but didn't receive a video. What now?
This is very rare. Contact us immediately with your order confirmation or payment receipt. We'll investigate and either provide your video or issue a full refund within 24 hours.
Still Need Help?
Can't find the answer you're looking for? Our support team is here to help!
Response time: Within 24 hours (usually much faster!)
Please include your order ID if you're contacting about an existing order