Frequently Asked Questions
General
- Do you guarantee your work?
Customer service is our number one priority. If for any reason, you find the design we have delivered to you to be less than perfect, we will either redo the artwork or return your money - no questions.
- What are your hours of operation?
Our customer service team is available to answer any questions from 8:00 am - 6:00 pm EST Monday-Saturday. You can also e-mail us with any questions 24/7.
- How can I contact you?
Phone: (404)-490-3915 or Email: [email protected]
Services
- What services do you offer?
Manual Vectorization, Embroidery Digitizing, Photo Editing, and Image Masking
- How much do you charge?
Our pricing varies depending on the type of service, turnaround time, and complexity of each job.
- What artwork formats do you accept?
We accept all major image file formats and ZIP and RAR compressed files. If you have trouble uploading a file, let us know and we'd be happy to help!
Vectorization
- What file format will I receive?
We provide both EPS and PDF file formats. If you require a different format please indicate that in your order comments. We're able to provide any file type you may require.
- Do you use auto-tracing software?
No all of our vectorization is done meticulously by hand.
- What software do you use?
Vector graphics are created and edited in programs such as Adobe Illustrator, Macromedia Freehand, and CorelDraw. Our designers mainly use Adobe Illustrator; however, they have access to all of the above software.
- Can you vectorize photographs?
Yes, we do vectorize photographs; however, please keep in mind that the completed work will look more like a drawing or painting of the photograph, rather than exactly like the original.
Order Processing
- How do I submit a quote?
- Why isn't my file uploading?
Please make sure the file is not too large. We can only accept images up to 20MB in size. If your image is larger please compress the file and attach or try e-mailing the file to us directly. In addition, please make sure the file has an acceptable file extension. We only accept image file extensions and compressed files (ZIP or RAR)
- What is your turnaround time?
Most orders are completed same day; however, each quote will include information on when the order will be ready.
- How will I receive my completed work?
You will receive an e-mail notification with a link to download your work once your order has been completed.
- What happens if I need revisions or rework?
Your feedback is extremely important to us. After every job we will ask for your feedback. If you are not satisfied with your artwork, simply let us know what specific changes need to be made and we'll fix it within 24 hours at no additional cost.
- Why won't my file open?
Please ensure you're using an image editor capable of opening the file extension we provide to you. For example, vector files can only be opened with specific programs such as Adobe Illustrator and Corel Draw. If you need a different file extension or have continuing issues, please contact us and we will be happy to assist you.
Payments
- How can I pay?
We accept all major credit cards through Stripe All credit card processing is handled via Stripe and at no time do we retain a copy of your credit card information.
- Can I pay after receiving my artwork?
We require payment before proceeding with our services. If you are not satisfied with our service, we will refund your money.
Privacy
- Do you share my information?
Under no circumstances do we share or sell your information. Please visit our Terms of Use and Privacy Policy pages for more detailed information.
- Will my files be secure?
Yes, we respect our customer's privacy. We have controls in place to make sure your account and artwork are kept private and secure. Only you will be able to access your account.
- Do you authenticate image ownership?
No, you are responsible for obtaining permission to use any image or artwork. We assume that by submitting the image to us, you have obtained authorization to use the image. At no point,do we take responsibility for authenticating ownership. Our terms of service clearly states that liability for any copyright or trademark infringement is on the user.
We suggest reading our Privacy Policy and Terms of Use for a more detailed information.
Question not answered here? Feel free to contact us!
