Frequently Asked Questions
Everything you need to know before commissioning OMOTE.
🧩 Section 1 — Order & Payment
1. How does the ordering process work?
Choose your package, complete the payment, and you'll receive a private brief link via email.
Once your brief is submitted and approved, production begins.
2. Do I need an account to place an order?
No. OMOTE does not require accounts or logins.
Your order is accessed through a private link sent to your email.
3. Is full payment required upfront?
Yes. All projects require full payment before production begins.
This allows us to allocate dedicated resources and guarantee delivery timelines.
4. What payment methods do you accept?
We currently accept secure payments via PayPal.
All transactions are processed through trusted global payment providers.
🧩 Section 2 — Production & Timeline
5. How long does production take?
Production takes 21 to 45 days depending on your selected package (Base, Pro, or Ultra). You will receive a guaranteed delivery date immediately after your brief is reviewed and approved.
6. When does production officially start?
Production begins after your brief has been reviewed and approved by our team (typically within 1-2 business days).
7. Can I check my order progress?
Yes. You'll receive a unique access link to a private order status page showing real-time progress updates through our production roadmap.
🧩 Section 3 — Revisions & Changes
8. Are revisions included?
Yes. Revisions are included based on your selected package tier. Revisions apply to adjustments within the original brief scope, not full redesigns.
9. Can I change my concept after production starts?
Minor adjustments are possible. However, major concept changes may require additional fees and will reset the guaranteed delivery timeline.
🧩 Section 4 — Files, Rights & Delivery
10. What files will I receive?
You will receive industry-standard Live2D files ([.moc3] and [.model3.json]), fully optimized for [VTube Studio] on PC and iOS (Perfect Sync / iPhone tracking ready).
11. Will I own the character?
Yes. Once delivered, you have full ownership of the character for personal and commercial use. For Ultra packages, original source files (.PSD & .CMO3) are also included.
12. Can I use the model for monetized content?
Yes. All OMOTE commissions include 100% Commercial Rights, suitable for monetized streaming, YouTube content, and merchandise.
🧩 Section 5 — Refund & Support
13. Do you offer refunds or cancellations?
Due to the custom nature of digital production, all payments are final. We do not offer refunds once production has officially started.
14. What if I need help or have questions?
Simply reply to your order confirmation email or contact us at [support@omote.live]. Our team typically responds within 24 hours on business days.