Requests & Turnaround Guidelines
At Duck Hollow Creative, we want to make sure your requests are handled quickly, efficiently, and with the quality your brand deserves. To streamline communication, please review our guidelines below on how to submit requests, what to expect for turnaround times, and how urgent matters are handled.
Submitting Requests
Primary Contact: Send requests to stephen[at]duckhollowcreative.com
Business Line (calls/texts): 443-806-9925
Please leave a voicemail with your name, request, and urgency.
Personal cell phones should not be used for client requests, so we can keep communication streamlined and documented.
Response & Turnaround Times
Reply Time: You will always receive a reply to your request within 24 hours confirming it has been received.
Standard Turnaround:
Website text or image edits → 48 hours
Menu updates or similar content changes → 2–4 business days
New web features, event pages, or forms → Up to 1 week
Graphic design & digital creative → 3–7 business days
Urgent Requests
If you are experiencing:
A website outage
A critical website error
A reputation management or social media issue
→ Please call the business line and leave a voicemail. Urgent issues will be prioritized and addressed as quickly as possible.
Changes to Turnaround
In some cases, a request may require additional time beyond the standard turnaround. If that happens:
You will be notified by email with the updated timeline.
We will request your confirmation to proceed before additional work begins.
Our Goal
These guidelines ensure your requests reach the right team members, are properly tracked, and receive the follow-up they deserve. Our goal is to keep communication clear, set realistic expectations, and deliver high-quality results for your brand.