Delivery of Digital Files

📌 1.1. How Are Files Delivered?

Once your order is processed and completed, your embroidery digitized file(s) will be delivered via:

✔ Email Delivery – You will receive a download link via email once your file is ready.
✔ Customer Account (If applicable) – If you have an account on our website, you may access and download your files from the "My Orders" or "Downloads" section.

📌 1.2. File Delivery Timeframe

The standard delivery time for embroidery digitization is:

⏳ Standard Processing: 24-48 hours (excluding weekends and holidays).
⚡ Express Service: If selected, files will be delivered within 12-24 hours.

📌 Delivery time depends on file complexity and workload. If there are delays, we will notify you via email.

 

2. What to Do If You Don't Receive Your File?

If you do not receive your embroidery file within the expected timeframe:

1️⃣ Check Your Spam Folder – Sometimes, email providers filter automated messages into spam.
2️⃣ Verify Your Email Address – Ensure you provided the correct email address at checkout.
3️⃣ Login to Your Account (if applicable) – Check the "Downloads" or "Orders" section.
4️⃣ Contact Us – If you still haven’t received your file, email [email protected] with:

  • Full Name & Email Used for Purchase
  • Order Number
  • Date of Purchase

📌 We will respond within 24 hours to resolve the issue

3. File Formats & Compatibility

EmbroidX delivers machine-ready embroidery files in the following formats:

✔ DST, PES, EXP, JEF, VP3, XXX, HUS (for various embroidery machines).
✔ Other formats upon request (please specify before placing an order).

📌 It is the customer’s responsibility to ensure they select the correct format for their embroidery machine.

4. File Storage & Backup

📌 Customers are responsible for downloading and backing up their purchased files.

  • EmbroidX does not guarantee long-term storage of your purchased files.
  • Files may remain available for 30 days in your account (if applicable).
  • After 30 days, we cannot guarantee retrieval of lost files.

5. Resending Lost Files

If you lose access to your purchased file, we may be able to resend it, provided:

✔ You provide proof of purchase (email confirmation or order number).
✔ The request is made within 30 days of the original purchase.

📌 After 30 days, a new purchase may be required to reprocess lost files.

6. Issues With File Quality or Compatibility

If you encounter issues with the delivered file, such as:

❌ File corruption
❌ Incomplete download
❌ Compatibility issues

📌 Contact us at [email protected] with:

  • Your Order Number
  • A detailed explanation of the issue
  • A screenshot of the error message (if applicable)

🚨 We do not provide refunds for machine incompatibility issues, but we will offer assistance in correcting format problems when possible.

7. Unauthorized Sharing & Distribution

All purchased embroidery digitization files are licensed for personal or business use by the original purchaser only.

🚨 Unauthorized sharing, reselling, or redistribution of our digital files is strictly prohibited.
📌 Violations may result in legal action and a permanent ban from future services.

8. Contact Us

For any issues related to file delivery or downloads, reach out to us:

📧 Email: [email protected]
🌍 Website: https://embroidx.com

📌 If you have any concerns, please contact us before initiating a dispute or chargeback.