Nurture Toons- Frequently Asked Questions
We’re here to make the process simple, clear, and stress-free.
Welcome to our FAQ Page
We’re so glad you’re here. At Nurture Toons, every story matters, and we’re here to make your experience as smooth, simple, and meaningful as possible.
Below, you’ll find answers to the questions we’re asked most often — from how your photos are transformed into a heartfelt E-Hug, to delivery, edits, and everything in between.
If you can’t find what you’re looking for, please reach out. We’re always here to help — with care, creativity, and a genuine love for what we do.
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What is an E-Hug?
An E-Hug is a personalised video keepsake created from your photos. We transform your special moments into a short, heartfelt video using light cartoon storytelling and emotion-matched music — designed to be shared and treasured for years to come.
How do I order an E-Hug?
Ordering is simple:
Choose your E-Hug package and complete your payment
Choose your frame
Submit your photos and details
What happens after I place my order?
After payment, you’ll be guided to submit your photos and a few details about your story. Once received, we begin creating your personalised E-Hug. If we need anything further, we’ll contact you via email.
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How long does it take to create my E-Hug?
Most E-Hugs are completed within a few days after your photos and personalised details have been submitted. Production times may vary depending on current booking demand and the complexity of your order.
As each E-Hug is carefully crafted and scheduled into our studio production calendar in the order bookings are received, availability can become limited during busy periods. To avoid disappointment, we recommend placing your order as early as possible.
How will I receive my E-Hug?
Your completed E-Hug is delivered digitally in 1080p Full HD, ready to download, share, and treasure forever.
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What’s the difference between Standard, Deluxe, and Premium?
Standard – A fixed 60-second personalised video with light cartoon storytelling and emotion-matched music
Deluxe – Includes custom-produced music and one revision for added refinement
Premium – Fully customised, longer-form storytelling with collaboration, voiceover, and tailored creative direction
Can I upgrade my package after ordering?
Yes — if you’d like to upgrade, simply contact us as soon as possible and we’ll guide you through the process.
Do you offer refunds if I’m not happy with my E-Hug?
Due to the personalised nature of each E-Hug, refunds are generally not available once production has begun or the final video has been delivered.
If you have any concerns, we’re here to help. Amendments can be arranged for a quoted fee, or at no charge if the change is due to an error on our side. Our goal is to ensure your E-Hug feels just right and reflects your story beautifully.
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Can I request changes to my video?
Yes. The Deluxe package includes one round of revisions. Standard packages are fixed, while Premium projects are fully customised with ongoing collaboration.
Can I choose the style or feel of the video?
Yes — through your submitted details, you can guide the tone of your E-Hug (romantic, joyful, sentimental, etc.). Premium projects allow for deeper creative input.
Do you include voiceovers?
Voiceovers are included in the Premium package. Standard and Deluxe packages do not include voiceover.
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What kind of photos should I upload?
Clear, well-lit photos where faces are easy to see work best. A mix of close-up images and meaningful moments helps create a stronger, more emotional story.
How many photos can I include?
This depends on your package. Standard and Deluxe are suited for shorter story formats, while Premium allows for larger photo collections and more detailed storytelling.
Can I choose the order of my photos?
Yes — if you have a preferred order or key moments you’d like highlighted, you can include this in your submission.
Will all my photos be turned into cartoon images?
Not all images in your E-Hug are transformed into cartoons. We carefully select key moments from your photos to highlight with light-hearted cartoon storytelling, while using your remaining images to support and enrich your overall story. This creates a balanced, natural flow that feels both meaningful and visually engaging.
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How is the music selected?
Each E-Hug includes carefully selected or custom-produced music designed to match the emotion of your story — enhancing the moment without overpowering it.
Can I request a specific song?
Due to licensing limitations, we use curated or custom-produced music. However, you can describe the mood you’d like, and we’ll match it as closely as possible.
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E-Hugs are perfect for:
Birthdays
Anniversaries
Weddings & engagements
Baby showers
Mother’s & Father’s Day
Valentine’s Day
Graduations
Memorials
…and many more meaningful moments.
Can I use this as a surprise gift?
Yes — E-Hugs are designed to be shared and make a beautiful surprise for someone special.
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Are my photos kept private?
Yes — your photos and details are handled with care and used solely to create your E-Hug.
Will my video be shared publicly?
We will never share your video without your permission.
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What format is the video delivered in?
Your E-Hug is delivered in Full HD (1080p) format, suitable for viewing on all devices and sharing online.
Can I share my E-Hug on social media?
Yes — your video is perfect for sharing with friends and family across social platforms.
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What if I need help with my order?
We’re here to help every step of the way. If you have any questions, feel free to reach out.
How can I contact you?
You can contact us via our Contact Page, and we’ll get back to you as soon as possible.