Frequently Asked Questions (FAQs)
Last updated: 19 August 2025
Pre-Order Questions
- What payment methods do you accept?
We accept Payoneer, PayPal, and major credit/debit cards. Our payment options are designed to support global clients and make ordering easy and secure.
- Do you offer discounts for bulk orders?
Yes, we offer special discounts on bulk orders for embroidery digitizing and vector art files. Contact our support team with your project details for a custom quote.
General Questions
- Is it recommended to submit my order via email?
We recommend placing orders directly through our website portal for faster assignment to a skilled artist. If you face errors or prefer email, you can also submit via email support.
- What are your operational hours?
Our team operates 24/7, ensuring clients from all time zones receive fast responses and timely delivery.
- Can you work with rough artwork or replicate a design from a garment?
Absolutely! We can work with rough sketches, low-resolution images, or even replicate designs directly from garments for both digitized and vector art files.
- What is the process for uploading my artwork?
Upload artwork through our website portal or send it via email if needed. Accepted formats: JPG, PNG, PDF, EPS, AI, CDR, PSD.
- How can I confirm if my artwork meets the required standards?
Our experts review uploaded artwork and guide you if improvements or adjustments are needed before moving forward.
- What is the expected timeframe for completing digitization or vector files?
Most standard orders are completed within 12–24 hours. Rush service is available upon request.
- What file formats are accepted for artwork?
We accept JPG, PNG, PDF, AI, CDR, EPS, and PSD formats for artwork submissions.
- Which embroidery formats are available for selection?
We provide digitized files in DST, PES, JEF, EXP, VP3, XXX, and HUS formats. Vector artwork is delivered in AI, EPS, SVG, and PDF formats.
- How do you guarantee the quality of your work?
Each file goes through a strict manual quality-check process to ensure your embroidery and vector files are production-ready.
- How will I be notified when my file is ready for download?
You will receive an email notification and can also download completed files directly from the client portal.
- I downloaded a ZIP file; what should I do next?
Extract the ZIP file on your computer to access your embroidery or vector files. Contact support if you face any issues.
- Are the digitized and vector files suitable for all fabrics or mediums?
Yes, files are optimized for different fabrics, printing methods, and applications. Free minor edits are available within 30 days of delivery.
- Do you maintain backups of client files?
Yes, we keep backups of digitized and vector files for a limited time so you can request a re-download if needed.
- How can I reach out for assistance?
Contact us anytime via support email, portal chat, or WhatsApp. Our team is available 24/7 to assist you.
- If my file fails to upload, what should I do?
Retry the upload or contact support. You can also send the file via email as an alternative.
- How can I confirm that my order has been received?
After placing an order, you’ll receive a confirmation email and unique order ID for tracking.
- Is it possible to upload more than one file?
Yes, you can upload multiple files in one order. Just specify details for each file during submission.
- If there’s an issue with my file, how can it be addressed?
We offer free minor edits for 30 days after delivery. Major revisions will be quoted before proceeding.