FREQUENTLY ASKED QUESTIONS

Ordering through our website is a seamless process that enables us to promptly assign your request to one of our skilled artists. Here’s a simple guide on placing an order once you’re logged into your account. Click on “Place New Order” at the top, and you’ll be directed to the order form where we’ll inquire about the details of your project.

We are open at 08:00 to 05:00 California Time.

We welcome rough artwork as well as actual garments for copying.

Artwork can be uploaded directly through your order form.

After submitting your artwork, our audit staff will carefully review and process it. If there are any issues with the artwork, you will receive an email notification.

If the artwork is flawless and successfully clears the audit, our standard turnaround time is 8 – 12  hours. If you require expedited digitization within 12 hours, there is an additional charge of US$5.00 per design.

We accept the following file formats: .eps or .ai (preferred), .jpg, .tif, .gif, .bmp, .pcx, .png, .dxf, .emf, .wmf, .pdf, .cdr, .psd, pdf, and more.

We provide a variety of embroidery formats, including but not limited to .EMB, .DST, .PES, .EXP, .PXF, .CND, .DSB, .OFM, .JEF, .PEC, .VP3, .V9, and more.

We maintain high-quality standards by having our digitized files crafted by skilled professionals who tailor them to your precise specifications. Additionally, we run your design on our in-house embroidery machines to ensure that the final product exceeds your expectations.

Upon completion of the digitization process, you will receive an email notification prompting you to log in and review your design. After a successful payment, the digitized design will be made available for download automatically. If you do not receive this email, we recommend reaching out to us via phone or email to confirm the status of your order.

If you’ve downloaded a ZIP file, it means that there are multiple files associated with your order. To access these files, we recommend downloading and installing WinZip. Once installed, it will automatically extract the contents when you double-click on the zipped file. Simply double-click the icon to extract the files on most computers.

We tailor the digitized design to the specific fabric you have in mind. The choice of fabric influences factors such as underlay, push-and-pull compensation, and density, which our digitizers consider when creating the design. If the design is intended for use on various fabrics, we make necessary edits to ensure compatibility. However, not all fabrics may require adjustments. So please mention the fabric name whenever you place the order.

Yes, backups of client files are maintained within your account panel for your convenience.

If you need assistance, you can reach out to us through our contact form or by sending us an email. Additionally, we offer support through live call during working hours, or you can open a ticket request for further assistance.

If you encounter difficulty uploading your file, it could be due to its size exceeding the 10mb limit. You may try converting the file to JPEG and attempting the upload again. If you’re unsure about the process, feel free to email the file to us, and we can assist in resizing the image for you.

You will receive a confirmation email immediately after placing your order. Additionally, you can check the status of your order in your client portal, where it will be marked as ‘IN PROCESS’ once successfully submitted.

Yes, you can load more than one file. When attaching your artwork, you will find two additional ‘Choose file’ options to attach multiple files.

If there is an issue with your file, we are happy to make revisions until it meets your expectations. To request a revision,login to your account,  click on  “view digitizing/vector orders”, look for your concerned order, once you find it then you will see a tab by the name “Edit”.Click on it, enter your revision notes, upload the relevant stitchout/artwork if any and place it.