Frequently Asked Questions
How do I CONTACT Stitchtopia?
Click here to contact Stitchtopia by filling out the short form. You can also email us at firstname.lastname@example.org.
What FORMATS do you offer?
BX, DST, EXP, HUS, JEF, PES, SEW, SHV, VIP, VP3, XXX
What if I use MULTIPLE FORMATS?
BX files are included with every font format for Embrilliance users. If you would like BX plus your machine format, order your machine format. The BX files will be inside of the machine format folder. It is not a separate download.
If you need any additional formats besides BX, send us an email at email@example.com. We realize many people have multiple machines or get new machines and we are happy to send additional formats for free.
What is your REFUND POLICY?
Due to the digital nature of our product, we do not offer refunds. We do want our customers to be happy, so please contact us if you are having any issues with your order.
What PAYMENT OPTIONS do you offer?
- Credit Cards (Visa, Mastercard, American Express, Discover)
I am having TROUBLE PLACING AN ORDER (computer). What should I do?
1) Switch browsers – many times the errors causing the issue are stored on the browser you are using. This is a temporary workaround.
2) Delete your Temporary Internet Files/Cookies/Cache and restart your computer. This should clear any stored errors relating to our site. You can find this option in Tools on most browsers.
3) Update your browser – If you are using an older browser, updates are available for each supported browser below:
- Internet Explorer Update
- Microsoft Edge Update
- Google Chrome Update
- Mozilla Firefox Update
- Apple Safari Update
4) If you have tried all of the options or need more detailed instructions, please email us at firstname.lastname@example.org.
I am having TROUBLE PLACING AN ORDER (mobile). What should I do?
Try placing your order on a computer if you are having issues placing an order on your mobile device. If that is not an option or does not fix the problem you are having, please contact us at email@example.com. We are happy to help you place an order!
Are your designs INSTANT DOWNLOAD?
Yes, they are! As soon as your payment is complete, your files are ready to be downloaded. You can download directly through the completed order screen, through the email we send (which does expire for security purposes) or directly through your account on Stitchtopia.com.
How do I download my order?
After your payment completes, you can download your files immediately by clicking on the file names on the completed order screen. We also send an email with download links. The email links will expire for security purposes. If your email links have expired, just log in to Stitchtopia.com, and click on My Account to download your files.
What if I am having TROUBLE DOWNLOADING my order?
The easiest thing to do is switch browsers. There are many browser-specific issues that can happen, especially on Google Chrome.
Can I wait to download my order?
Yes! If you wait to download your files, just log in to Stitchtopia.com and click My Account to download your files at any time.
Can you explain the multiple versions of certain fonts like Grace, Hailey and Faith Monogram Sets?
Many fonts come with different versions for letters. We created separate sets of several fonts to give you more options. These sets contain unique letters to that set and also may include shared letters – usually the plain lowercase. The sets in the same sizes are designed/sized to be used interchangeably. For example, the 2″ Uppercase M from the Grace 1 Embroidery Font can be used with the 2″ Alternate Lowercase p from Grace 2 Embroidery Font. All 2 inch files (or any size) will work together for sets of the same name.
More info on the Grace Sets can be found here: Grace Sets FAQs on Facebook
How do I locate the Alternate Lowercase Letters for BX FORMAT?
We “map” the Alternate Lowercase letters to the number row of your keyboard. There is a TEXT or PDF file included with your BX files that contains a key for each letter. Look for a file called BX Key.
Do you offer your designs on a CD or USB?
No, we do not currently offer any physical products that we can ship to you. We only offer digital files.
Do I need a Referral code to check out?
No! If you are a new customer and do not have a code, simply choose another choice during checkout.
Referral Program – Frequently Asked Questions
How do I join the referral program?
Click on My Account on the top of our website and sign in. Just above your purchase details is the option to join. You can join under someone if you are a new customer or on your own if you have purchased from us before.
Can I get 10% referral credit on my first purchase after joining the referral program?
Only if you are new customer.
If I refer a friend who signs up for the referral program do I get a credit?
Yes. You receive a store credit equal to 10% of their first purchase, plus 10% of any future purchases, plus 10% of any store credits they earn. It adds up!!
How long do I earn store credit from my referrals?
One year from the time your referral joins the program.
Do the credits I earn expire?
Yes. You need to redeem them within six months. When you redeem your credits, the oldest ones get used first, so your balance always includes your newest credits.
Is there a maximum amount of store credits I can earn?
There is no lifetime limit for credits you can earn. However, there is a limit that can accumulate in your account at any given time. That limit is $50. So if you have $50 in unused credits and a referral earns you another $1.00, that credit will be lost. It does not replace an older credit. It is just not recorded.
How do I invite friends to join the program?
All they need is your code. You can get your code from My Account. The referral program section tells you what your code is. You just give them the code or you can enter their email address and the program will send them an invitation with your code and a link to register.
To join the program, do I have to invite someone?
No. But after your first purchase, that’s the only way to earn store credits.
If I give someone my code and they register, but they don’t use my code, do I still get credit?
No. They must actively use your code at registration or if they use the referral link in the invitation email that will automatically insert your code into their registration.
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