Frequently Asked Questions
Questions about something? Let us help! Here are the answers to a few of our frequently asked questions. If you need further help, please don’t hesitate to email us!
How do the points / customer rewards work?
You earn 1 point for every $1 you spend on our website! You can check your current balance and keep track of your points usage in the Points section of your account. The points will convert into discounts that you can apply toward the purchase of any downloadable product.* The conversion rate is 20 points = $1 discount, so you can calculate your potential “dollars off” by dividing the number of points in your account by 20. For example, if you have 80 points, a $4 discount will be available to you. If you have 125 points, a $6.25 discount will be available.
If a points discount is available, the option to apply it will automatically appear at the top of your shopping cart (directly above the title “Cart”) UNLESS all of the items in your cart are excluded from points redemption.* Click “Apply Discount” at the top right of the shopping cart page to use your discount.
*Discounts generated from points are only applicable to the purchase of downloadable product such as machine embroidery designs, PDF patterns and tutorials. The available discount shown in your shopping cart will reflect the number of points you have AND the value of the downloadable product in your cart. If you have any physical product in your cart (kits, tools, fabric, books, printed paper patterns, buttons, lapel pins, etc.), the discount shown will only reflect the amount that can be applied to the downloadable product. For example, if you have a $15 design set, a $6 USB and a $2.50 pack of buttons in your cart, then $15 is the maximum amount that will be available for discount. (Don’t worry – if you have leftover points, they will remain in your account to be used later!)
Where are my downloads?
You must be logged into your account to access your downloads. After logging in, Click on “MY ACCOUNT” at the top right corner of the website. You’ll see a menu on the left side of your account that includes a link to “Downloads.” This is where you will find an alphabetical list of your downloads!
I need more than one design format – what do I do?
Although you will be prompted to choose a single design format for many of our design sets, you are welcome to more than one format! Simply leave us a message in the space for “Order notes” (located beneath your shipping address at checkout) and let us know which other format(s) you require. We’ll add download links to your account for those formats as well.
I chose the wrong format for the designs I ordered. Now what?
No problem! Just email us (via the Contact link at the top of the website) and tell us which machine format(s) you need. Include your name, email address and order number. We’ll add a download link for the correct format to your account.
I don’t see the format listed that I need. How do I get it?
Write to Rachelle and request your format. These formats are also available:
CSD – DST – EMD – PCS – SEW – XXX
PLEASE NOTE: Not all of these formats will support our design sizes or thread changes. It is HIGHLY RECOMMENDED that you contact us prior to placing your order if you will be requesting one of these formats. We can let you know if the designs you’re interested in are compatible with that format.
I lost my designs! What do I do?
Don’t worry – you can re-download them at any time! Log into your account and click on “Downloads.”
This 4×4 design won’t fit in my 4×4 hoop! What’s happening?
It is important to note that the size your hoop is NAMED (a “5×7 hoop” or a “6×10 hoop,” etc.) and the size of the ACTUAL STITCHING FIELD may not be the same. Check your machine’s manual to determine the exact stitching field for each of your hoop sizes. Then look at the design dimensions listed with the color charts/stitch sequence charts and choose a hoop whose stitching field will accommodate that size. (For example, your “8×8 hoop” may only have a stitching field of 7.8″ x 7.8″. So if your design measures 7.85″ in one direction, it won’t fit in your 8×8 hoop even though it measures less than 8 inches. You would need to use the next larger hoop available.)
Where are the instructions for my designs?
PDF color charts/instructions are included in the zip file download for each design set. Make sure to open the zip file on your computer’s desktop so that all the file types are visible. Be aware that if you open a folder from within your embroidery software program, the program may not recognize the PDF file and therefore the color charts/instructions may not show up. If you need further help, email us. 🙂
I have tried to contact you and haven’t heard back!
If you haven’t received a response in 24 hours, please check your SPAM folder or your PROMOTIONS tab… there is a good chance our reply ended up there. You may need to add our email address – firstname.lastname@example.org – to your Contacts list. You can also email us directly at this address instead of using the Contact link on the website. Sometimes our replies are refused due to full mailboxes, incorrect email addresses, or customer server issues; if you have an alternative email address, include it in your message so we can respond to more than one location.
The colors listed on my embroidery machine’s screen are not the colors shown in the PDF color chart. Why?
Each embroidery machine manufacturer has assigned the color they think best represents the designer’s choice to their format stitch file. That makes some designs look really strange on your screen! Just remember to follow the color charts that are included in that PDF instruction file and not the colors suggested on your screen.
Why do some color charts not include colors?
You choose your own! Our color charts are more often referred to as “stitch sequence charts” because we list the specific action each stitch sequence is taking – making it easier for you to personalize your design. For instance, if you are stitching out a fashion girl the chart might read “1. Flesh” – this means you should choose your thread color according to what color of skin you want the girl to have. If a specific color is suggested, it will be included in parentheses next to the action. For instance, your chart may say “2. Eye (very dark gray or black)”.