Frequently Asked Questions

It is simple. Fill in the form on the product page — enter the character name (e.g. Bluey, Elsa, Spidey), your child's name, age, pronunciation if needed, and a personal message. Then complete checkout. We create your personalized video and send you a download link by email. Standard delivery is 1–3 days. Rush delivery is within 24 hours.

You must fill in the form on the product page first, before adding to cart. The fields for character name, child's name, age, and message are all on the product page. If you accidentally place an order without filling them in, just email us right away at support@pluscup.com and we will sort it out for you.

Yes, many parents order two or more videos — for example one for a birthday and one for a sibling. Simply add each video separately to your cart and fill in the details for each one. Each video is created individually.

The video looks and feels like a real episode of the show — full HD animation with the character speaking your child's name and age, plus your personal message. Several customers have told us it was longer than they expected and felt like a genuine episode. You can watch a sample video on each product page before ordering.

You receive a download link by email. The file is a Full HD MP4. You can download it and play it on your phone, tablet, laptop, or smart TV. To show it on a TV, the easiest ways are to cast it from your phone, use a HDMI cable, or download it to a USB stick and plug it in. If you have trouble opening the link, try forwarding the email to another device or contact us and we will resend it.

No. We also have Christmas videos, Valentine's Day videos, and a general "just because" video for any occasion. Browse our full collection to see all available themes and characters.

Messages are available in English, French, Spanish, German, and Dutch. Just specify your preferred language in the message field when ordering.

Standard delivery: 1–3 days. Many customers receive their video the same day or within a few hours.

Rush delivery (24h): Select this option in the form on the product page. Your video will be prioritized and delivered within 24 hours.

Not at all. Many customers have ordered the night before or even the morning of the birthday and still received their video in time. Select the Rush delivery (24h) option on the product page to make sure it arrives as fast as possible.

We recommend downloading your video as soon as you receive it and saving it to your device or a cloud service like Google Drive or iCloud. Download links may expire after a period of time. If you have trouble accessing your video, contact us and we will resend it.

Just email us at support@pluscup.com and we will fix it for free, no questions asked. We may ask you to send a short voice note of how the name sounds so we can match it exactly. To avoid this from the start, use the Pronunciation field when ordering — write it phonetically, for example: Sofia = So-fee-ah, Ava = Ay-vah.

Yes. We handle uncommon and international names regularly. Just make sure to fill in the Pronunciation field carefully. If the name is particularly tricky, you can also email us a voice note after ordering and we will use it to match the pronunciation perfectly.

No, it is optional. The video is wonderful without a photo. However, adding a photo is especially recommended for children under 5 — when they see their own face held by their favorite character on screen, the reaction is usually much bigger. Many parents say it is the moment their child truly understood the video was made just for them.

Completely. Any photo you share is used only to create your video and is permanently deleted within 3 days of delivery. We never post, share, or use your child's photo or video on social media without your explicit written permission.

Email us at support@pluscup.com straight away. If there is any error on our side — wrong name, wrong age, wrong photo, or anything else — we will fix it or remake it completely for free. We typically respond and resolve issues the same day.

Some email apps block download links automatically. Try these steps: open the email on a different device, forward the email to someone else to open it, or copy the link and paste it into a browser. If none of these work, email us at support@pluscup.com and we will resend the video directly.

Because every video is custom-made for your child, we do not offer refunds after delivery. However, if there is any error on our side we will always fix it or remake it at no cost. If you have a concern before or after your order, please reach out — we are happy to help.

We currently offer Bluey, Elsa, Anna, Spidey, McQueen, Gabby, Peppa Pig, Paw Patrol, Mickey, Minnie, Sonic, Elmo, Stitch, Moana, Buzz Lightyear, Mario, Masha, Hello Kitty, K-Pop Demon Hunters, and more. New characters are added regularly. Browse the full collection here.

Contact us at support@pluscup.com and let us know which character you are looking for. We add new characters based on demand and will notify you by email as soon as it becomes available.