Key takeaways
- For any physical product, shipping is mandatory: product-in-use shots drive conversions.
- Send two units whenever a product is consumed, opened, or unboxed.
- Factor shipping times directly into your timeline—never run it parallel to shooting.
- For an app or service, test access and a realistic demo account replace the physical package.
A well-planned UGC campaign can easily be delayed by two full weeks over a single package. It is common yet completely avoidable: the brief is approved, the creator is available, and the product takes ten days to arrive simply because no one thought to ship it the day the brief was finalized.
When Shipping Is Mandatory
- Cosmetics and skincare: texture, scent, and application cannot be faked.
- Food and supplements: the gesture, scooping, pouring, and genuine tasting reaction.
- Accessories, clothing, and everyday items: fit, fabric, and real-life scale.
- Electronics and gadgets: the unboxing experience, buttons, and hands-on handling.
When a Package Isn't Necessary
For a mobile app, software, course, or service, set up a demo account populated with realistic data. Never overlook this step: an empty account leads to a dull video. Fill it out as if an active user had been using it for three months.
The Ideal Timeline
- 1Day 1: WhatsApp kick-off, brief approved, shipping address shared.
- 2Day 1 (same day): Order dispatched and tracking number provided.
- 3Days 3 to 5: Delivery confirmed by the creator.
- 4Days 5 to 9: Filming.
- 5Days 9 to 12: Editing and final delivery.
What to Include in the Package
- The product in its retail packaging, pristine, with a fully legible label.
- A one-page sheet highlighting the core value proposition and mandatory shots.
- Clear instructions or exact dosage when applicable, preventing inaccurate demonstrations.
- Nothing else: skip branded swag and handwritten notes if the video needs to look natural and organic.
Protecting Contact Details
On a professional platform, you do not swap direct personal contact details with creators: logistics are managed directly by the agency. At Lime UGC, the shipping address is supplied by our team and tracked inside your brand dashboard, with no off-platform messaging needed. This protects both parties and eliminates out-of-scope requests.
Shipping Details to Share with Lime
- Product reference, variant, quantity, and handling guidelines.
- Ship date, carrier, and tracking number; keep creator addresses private.
- Agreed terms regarding retention or return, related costs, and spare unit requirements.
For an app, provide a limited-access demo account populated with dummy data: no admin rights, real customer details, or active payment methods. Filming must never expose sensitive personal information.
- How to Structure a UGC Brief — Outline your shots, constraints, and final deliverables.
- How Lime Works — Approval with a specialist on WhatsApp, followed by managed production.
Frequently asked questions
Does the creator keep the product?
Yes, that is standard practice. The product is part of their compensation, and they may need it for potential re-shoots or additional cutaways.
Who covers shipping costs?
The brand. Shipping is not included in the baseline video rate.
What happens if the product arrives damaged?
You will need to ship a replacement: damaged packaging shows on camera and hurts video credibility. This is why the two-unit rule is so useful.
Can we film an unreleased product?
Yes, using a non-disclosure agreement (NDA) and a clear launch timeline to prevent leaks prior to the official release date.
Need UGC videos for your brand?
Pick your creators from the catalog, contact a LIME specialist on WhatsApp, and our team defines the angle before production. The same reference rates for everyone.