Frequently Asked Questions

Website Tutorial

Please watch this short video to learn how to navigate our site.

This is worth five minutes of your time if you have any questions about the site!

Customer Service

What are your customer service hours?

Our regular customer service hours are 8:00 AM – 4:30 PM CT Monday through Friday, and 8:00 AM – 12:00 PM CT Saturday and Sunday. We are closed for the following holidays:

  • New Year’s Day
  • Martin Luther King Day
  • Presidents Day
  • Easter
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Columbus Day
  • Thanksgiving and the day after
  • Christmas Eve (closing at noon)
  • Christmas Day

Contact Customer Service

Phone:  1-833-363-1239

Membership Access

Do I have to join to view the videos?

The video site contains both free and premium content. You do not need to be a paid member to view the free videos on the website. You do need to be a Premium Member if you want to view the premium videos. If you are a Premium Member, log in to the website to view the premium videos.

How do I access my Premium Membership account?

On the home page ( click the LOG IN button or person icon at the top right corner of your browser.

How do I reset my password?

Go into the log in page and select “Lost Your Password?” Enter your username or email address and select “Reset Password.” Once you are logged into your account, you can change your password by clicking on the Password icon on your My Account page.

I forgot my login information; can I have it sent to me?

If you forgot your login information, please email customer service at

Membership Information

How do I pay for my Premium Membership?

Annual Membership: Your annual membership lasts for one year starting on the day you register and pay. Annual members will receive an email notice sent to the email you provided prior to the annual automatic renewal with a date upon which you have to cancel to avoid being renewed.

Monthly Membership: Your monthly membership lasts for one month starting on the day you register and pay. You will renew on the same day of the month that you originally signed up unless you signed up on the 28th, 29th, 30th or 31st of any given month in which case your billing cycle will be pushed forward to the 1st of the following month for consistency. Monthly members will not receive notices prior to renewal of their monthly terms.

Your paid annual and monthly membership will automatically renew using the credit card we have on file, at our then-current rates. Your credit card statement will list your membership as PP* CreativeCake 1-833-363-1239. You can reach customer service by email at or go online to your account at any time to remove your membership from automatic renewal and avoid future renewal charges.

You may cancel your membership at any time. Cancellation of your annual or monthly membership will be effective on the next billing cycle preventing future charges, but partial terms are not refundable. If you cancel after you are charged you no longer will, be automatically renewed and there is no refund available, but you may continue to enjoy your membership benefits until the end of the current paid term.

How long can I access the video content?

An Annual paid Premium Membership allows you to view all the premium video content for one year from the start of your membership. The Monthly paid Premium Membership allows you to view all the premium videos for 30 days.

How do I cancel my automatic renewal of my membership?

If for any reason you want to cancel auto renewal of your membership please contact us by email at or you can go directly to your account online. You will continue to have access to your membership benefits through the remainder of your current paid term.

How do I cancel my membership and what is your refund policy?

If for any reason you want to cancel your membership, please contact us by email at or you can go directly to your account online.

Cancellation of your annual or monthly membership will be effective on the next billing cycle and you will avoid any future charges. There is no refund available for partial terms once you are charged, but you may continue to enjoy all your membership benefits until the end of your current paid term.

Technical Questions

Are there any system requirements to view the video content?

Our video content is best when viewed on a computer manufactured in the past couple of years with a good broadband internet connection (not dial-up). We also highly recommend using the latest version of Chrome, Edge, Firefox, or Safari as your internet browser.

How do I view the video in full screen?

On the video playback page simply click the full screen button (4 arrows pointing outwards). To exit press the ESC key located in the top left of most keyboards.

How do I find a specific video?

You can find videos in two ways. Click the Videos link in the navigation bar (at the top of the page), and select a Category. This will allow you to view video content by topic. You can also use the search bar at the top of the page.

What are playlists and how do I use them?

We have a complete guide to video playlists available HERE.

Can I access the video content from my mobile device?

Newer-model smartphones or other mobile/tablet devices with an internet connection can access the video content.

Ordering Questions

How do I update my credit card information?

On the My Account page, click on Payment Method and choose Update Expiration Date or Update My Card by clicking on the box.

How do you store my credit card information?

Your card security is important to us; therefore, we do not keep your credit card number on file. We only store a token, which is used in place of a credit card number when submitting a payment.

What is the benefit of a credit card token?

We replace sensitive cardholder data with an alphanumeric ID that has no connection to your credit card information.

What is a pending charge?

A pending charge is a transaction approved by your bank that is still being processed. This usually takes a few business days.

Can a pending charge be stopped, and can I receive a refund for a pending charge?

Once a charge is marked as “pending” by your financial institution it is deemed final at our end and your renewal charge for the next term is complete – at which point no refunds are available. Keep in mind that if that is the case you will remain a member until the end of your current paid term.

My order says I need to fill in all the required fields, but I have everything filled in. How do I complete my order?

If you receive a message to fill in the required fields, try clearing your internet browser’s cache (browsing history.) Once the cache is cleared, open a new browser, and attempt your order again. If you continue to have issues, contact customer service for support.

Do you ship internationally for purchases in the Shop?

Yes, we do ship most physical products from within our Shop to several International countries. In addition to the USA and Canada, we ship to Australia (suspended Oct 2021 due to COVID), Brazil, India, Israel, New Zealand, South Africa, and most Western European countries. If you live outside of these countries, you are still able to purchase any digital items, including Membership, Video Downloads, Streaming Classes, PDF Plans/Projects, etc.

If I live outside of the USA and purchase a DVD from the Shop, will I be able to view the DVD content in my country?

Yes, our DVD content should be compatible with most any DVD player in use today. All our videos have been created with all current Region Codes (1, 2, 3, 4, 5, 6, and 8). If you do have trouble viewing any DVD you purchase, please contact customer service.