2 Most Frequently Asked Questions If your question is not covered here, please scroll down just a little farther for our list of topic categories. You can also check our other Help topics for the assistance that you require.
Q I just ordered SewWhat Pro, but I don't know what to do now?
A Follow the steps below:
1) If you haven't downloaded SewWhat Pro yet, do that now - click HERE.
2) S&S Computing [the makers of SewWhat Pro] will e-mail your serial # to you within 24 hours [usually much faster than that].
Q I purchased embroidery design sets, but I can't find my e-mail or my designs?
A All you have to do is click on "My Account" at the top of the page, then click on "View Order Status" to see your orders, find the sets you haven't downloaded yet, click on the Download Files link to the right of the set name, then download the format that you require. If you ordered a Bundle Deal - those sets will be e-mailed within 24 hours.
Instructions - How To - Tutorials
Pending Order/Awaiting Fulfillment
Q I'm getting an error while checking out, or I can't get past a certain part of the checkout process.
A The easiest way to fix this is to follow the steps below:
- Clear your cache and history in the browser that you're using [Internet Explorer, Chrome, Firefox, etc.]. If you don't know how, just google it.
- Once you've cleared the cache and history, restart your computer.
- Now, go back to akdesignsboutique.com, add items to your cart and try to checkout again.
- If clearing your cache and history doesn't work, then try again with a different browser. If you don't have a different browser, you can download one of the browsers mentioned above for free.
- If you continue to have problems, please call us 678-390-2641
Q I saw an ad on Facebook that a 30% Off Embroidery Design sale is running right now, but I don't see the discounts anywhere on the website ~ where can I find them?
A The first place to look is our "On Sale" page. This page will have a list of all current Sales and Discounts along with how to take advantage of each.
Q I normally use PES format, but for some reason, when I use the PES file it doesn’t look right in my software or on my embroidery machine screen – it’s missing stitches or it isn’t aligned correctly – what can I do?
A Sometimes a format will not work correctly with a specific software or machine even if it’s the default format preferred for your software or machine. Luckily this doesn't happen often, but when it does, please try the DST format version of the file that you’re having issues with. Just click on "My Account" at the top of the page, then "View Order Status", find the set that you're looking for and download the DST format.
Q I had a problem with the design that I stitched.
A Please click HERE for more information.
Q Can I Resize the Design File?
A We generally do not recommend resizing designs as doing so can often affect the underlay, finished stitching, and can often distort a design. We cannot be responsible for the results if you choose to do so.
Q What do I need to use these individual machine embroidery designs?
A 1) A computer to download designs to, 2) Compatible hardware and/or software that can read designs from the computer and transfer them to your embroidery machine, 3) An embroidery machine to stitch these designs, 4) Compatible embroidery hoop sizes to match the designs purchased. It is the buyer's responsibility to know the format needed and have the appropriate software/hardware necessary.
Q How will I receive my embroidery designs?
A If you purchased "Instant Download" embroidery designs, your purchase will be available on the website immediately after your payment is processed. If for some reason you aren't taken to the download page at that time, just click on the "My Account" link on the top of the page, sign in using your e-mail address and password, then click on "View Order Status" and this page will have a list of all your orders. Click on the "Download Files" link to go to the download page.
Q Will I receive my designs by mail?
A Unless a CD or USB Thumb Drive are ordered, designs will not be mailed. If you would like your designs mailed on a CD or USB Thumb Drive, please order by clicking HERE.
Q What Formats are available?
A ART, DST, EXP, HUS, JEF, PES, SEW, VIP, and XXX. A .zip file for each format listed is included with every purchase unless otherwise noted.
Q Is Appliqué Easy?
A Yes! If you're new to Appliqué, you can download a free applique design HERE and download instructions HERE. Just test stitch on some scrap fabric until you get the hang of the steps. It's so easy; you'll wonder why you waited so long to try!
Q How do you digitize your designs?
A We manually digitize all of our designs. We work very hard to ensure the following:
- Nice, pretty stitch-outs
- Efficient stitch-outs
- As few jump stitches as possible
- As few color changes as possible
- As easy as possible :)
Q Where do you get your artwork?
A We purchase the rights to artwork from many sources so that we can digitize and sell. We also create a lot of our own artwork, so we have a mix of AKD Exclusive and non-exclusive designs.
Q What are the Terms of Use for the embroidery designs?
A AKDesigns Boutique is the sole copyright holder of all of our designs. Once you purchase, you can stitch these designs on any item for yourself or for resell, but you may not resell, copy or share the design file. Please see the full Terms of Use HERE.
Q Can I trim jump stitches?
A Yes, it's best to trim jump stitches on the front as they are stitched instead of waiting until entire design is complete. If you can't trim as you go, at least trim between color changes. This will ensure that the foot does not get caught on jump stitches and it will help with trimming at the end because there won't be additional colors stitched on top of jumps.
NOTE: Don't trim jump stitches on the back too close. Trim in the middle of the jump to leave a "tail" on both sides.
Q I downloaded my files but now they will not open. How can I get them to open?
A This could be a couple of things:
- Need to Unzip - Almost all of our designs are in zip files [or compressed], so they will need to be unzipped in order to use them. Click HERE to download the "How to Unzip Designs" file.
- Need Embroidery Software - You will need to open the files that you purchased on your embroidery machine or with embroidery software. If you don't have embroidery software [like SewWhat Pro], your computer doesn't know what to use to open the files. Or, sometimes if you have embroidery software, you just need to open it first and open the files from within the software.
Q Can I Resize the Design File with my embroidery software or my embroidery machine?
A We generally do not recommend resizing designs as doing so can often affect the underlay, finished stitching, and can often distort a design. We cannot be responsible for the results if you choose to do so. If you decide to resize, please keep this in mind - the rule of thumb is to make sure that you don't resize larger or smaller than 20%. Please make sure you test stitch designs after modifying in any way. Click HERE for a little more information about resizing.
Q What is the differance in the fonts designed for stacking and the ones for just spelling out a name? I do both and have never seen them listed differently?
A The fonts designed for stacking have a much larger capital letter, so you would not be able to use them to spell name without making it smaller because the size difference is too great. The letters in fonts designed for spelling names are all proportional, so you would not be able to use as a stacking font unless you make the capital letters much larger.
Q I just purchased a new machine and need all of the sets that I've purchased in a different format - how do I get them in the new format?
A Follow the instructions below:
- Click on "My Account" at the top of the page
- Click on "Completed Orders"
- Click on "Download Designs" at the end of each set
- Click on the file that has the new format that you need listed in the file name directly before the .zip ~ for example: 520_RibbonTemplatePES.zip
Q Why do my dots look more like ovals?
A When stitching Circles, Dots and Round Objects, the machine is "pulling" your fabric inward toward the inside of the circle. Below are a few things that will help you get better results:
- Have you ever noticed some circles or dots look more like ovals after you stitch them? If so, you probably just need to use a little more stabilizer.
- Use a little extra stabilizer just in case, don't wait until you've ruined something - it's just not worth it.
- Keep in mind that everything stitches best on fabric that is stable - make sure there's enough stabilizer so that your fabric isn't able to stretch, pull, shift or move during the stitching process.
Guest Checkout - NOTE: Our Guest Checkout process changed in November 2013
Q What happens if I checkout as a Guest?
A Our system will automatically create an account for you with the e-mail address that you use during the checkout process. You will receive a "Welcome to AKDesigns Boutique Machine Embroidery" e-mail with a link to create a password.
Q What were the issues with checking out as a Guest prior to November 2013?
A There were several issues that come with checking out as a guest. They are listed below:
- Your order history will not include "Guest" orders. We have record of all of your purchases, but you will not be able to see your order in your history.
- Instant downloads are handled differently
- Like the regular checkout method, you will receive a "Thanks for your order" e-mail that will include links to your downloads. But unlike the regular checkout method, this will be the only way for you to download your designs. Since there is no account associated with you order, you won't sign-in to download your designs.
- If you also order supplies or anything other than an instant download in the same order, your designs will be e-mailed to you.
- You will not receive the Repeat Customer 10% Off Discount.
Q I need help downloading my designs because I'm new to machine embroidery.
A No worries at all ~ we've made an easy to use step-by-step guide just for you! Click Here to View/Print/Save.
Q Are my designs available for Instant Download?
A The only time designs aren’t available for Instant Download is when a Bundle Deal is ordered. Since those bundles are custom, the sets are e-mailed within 24 hours.
Q How will I receive my embroidery designs?
A If you purchased "Instant Download" embroidery designs, your purchase will be available on the website immediately after your payment is processed. Just click on the "My Account" link at the top of the page, sign in using your e-mail address and password, then click on the "View Order Status" link, this page will have a list of all your orders. Click on "Download Files" link next to the set name and SAVE the file to your computer.
Q Where are my files saved to my computer when I download them? [Browser Help]
A It depends on the browser you’re using and the settings applied. I’ve included links below to help with this for the most popular browsers.
• Internet Explorer - click here for help from Microsoft or go to Microsoft.com, then Search using this phrase "Download files from the web"
• Firefox - click here for help from Mozilla or go to support.mozilla.org, then Search using this phrase "Change what Firefox does when you click on or download a file"
• Chrome - click here for help from Google or go to support.google.com, then Search using this phrase "Change download locations"
Q Once files are saved to my computer, how do I find them again later? [Windows Explorer Help]
A We suggest that all new users become familiar with Windows Explorer because this is the easiest way to find any files on your computer. Use this link - click here - to the Microsoft help page for How to use “Explorer”
Q How do I transfer embroidery files to a flash drive [USB Drive, Flash Card, Flash Drive, Thumb Drive or Pen Drive]?
A I’ve included a couple of links below to help walk you through this process:
• Here’s a link to Text help - click here
• Here’s a link to a helpful YouTube video - click here
Q Are your embroidery designs compatible with my MAC?
A We have had some users have compatibilty problems, so please download these files - click here - and test them to ensure that you will be able to use our files. If you have Boot Camp [or another similar program], you should be able to boot into Windows and download the files without a problem.
Q I have not received my order, so what do I do now?
A If you didn't receive your Order Confirmation e-mail, four things could have happened:
- You ordered instant download designs and items to be shipped or e-mailed in the same order. Click HERE for more details.
- You entered the wrong e-mail address when you set-up your account. Please e-mail us at customerservice@akdesignsboutique.com so that we can correct your account e-mail address.
- The Order Confirmation e-mail may have been routed to your Spam or Junk folder.
- Your paid with a Paypal e-Check. Your order will be processed once your eCheck clears (may take up to 4 days; see note in e-mail from Paypal for details)
Q How can I view the status of my order?
A Click on the "Order Status" link on the top. Sign in using your e-mail address and password, and this page will have a list of all your orders. Click on the "Download Files" to download any of your instant download purchases.
Q I've emailed a question, but not received a response ~ what should I do?
A Sometimes, our e-mail responses are re-routed to your Spam/Bulk/Junk folder by your e-mail provider. Please login to your e-mail account to check the appropriate folder for our response. Once you find it, please mark it as "Not Spam/Junk/Bulk" so that future correspondence will be routed to your inbox. If you can't find it in one of those folders, please call us ~ 678-863-6714. We try to respond to all e-mails within 24 hours, so if you don't receive a response within that time frame something has probably happened.
Q I forgot my password and I tried to change it, but it doesn't seem to be working?
A I'm so sorry that you're having problems. You have 2 options: 1. E-mail us at customerservice@akdesignsboutique.com, or 2. Follow these instructions ~ Click HERE.
Pending Order/Awaiting Fulfillment
Q I can't download my designs or My order says it's Awaiting Fulfillment?
A Please click HERE for more information.
Q How can I view my previous purchases?
A Follow the instructions below:
- Click on "My Account" at the top of the page
- Click on "Completed Orders"
Q I've purchased from AKDesigns Boutique in the past, but no orders are showing up?
A Sorry about that ~ I have all of your orders prior to June 6, 2011 handy. Please send us an e-mail [ angie@akdesignsboutique.com ] with your name and e-mail address and let me know what you need ~ for example: do you need all of your designs again because your computer crashed or do you need to know what kind of stabilizer you ordered last?
Q I just purchased a new machine and need all of the sets that I've purchased in a different format - how do I get them in the new format?
A Follow the instructions below:
- Click on "My Account" at the top of the page
- Click on "Completed Orders"
- Click on "Download Designs" at the end of each set
- Click on the file that has the new format that you need listed in the file name directly before the .zip ~ for example: 520_RibbonTemplatePES.zip
Q I just realized that I ordered a set that I purchased previously - what can I do?
A You will never need to pay for a set of designs more than once at AKDesigns Boutique! Just send us an e-mail to angie@akdesignsboutique.com to let us know what set you duplicated and we'll issue a store credit or send you a new set that's of equal value.
Q What are your shipping costs?
A You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the Invoice you see before confirming your order. Shipping costs will never be more than $10.00.
Q I live close to AKDesigns Boutique and would like to pick-up my order to save shipping costs ~ is that possible?
A I'm so sorry, but we don't have a store front, so order pick-ups aren't possible. ~ We appreciate your understanding :)
Q Sometimes the shipping cost seems kind of high when I just order a few packs of needles?
A Thank you so much for asking about our shipping cost. It's sometimes hard to justify spending almost as much for shipping fees as what you are spending on the actual purchase. I hope this explanation of how I price my supplies and shipping will help it make a little more sense. First of all, I have very low profit margins [they are very low!], but I cannot afford to lose money [of course, because that would be silly]. So, here's my method - I mark-up the item very little and try to make sure that the shipping cost covers all of the actual shipping supplies (1. packing material & envelopes, 2. paper & ink [for printing packing slips & postage slips], 3. payment processing fees, and 4. actual shipping cost). Of course, this is not an exact science and seldom comes out right to the penny, sometimes it's a dollar in my favor and sometimes I lose a dollar. I'm sure that you'll find if you order a pack or 2 of needles from almost anywhere, you won't find that you're total cost will be less than what I charge. I'm just a small, one person business, trying my best to make sure that I make enough money to stay in business. So, I can't afford to make any part of the supply order any cheaper. I really hope this helps and would love to hear your feedback! Shipping costs will never be more than $10.00, so just add a few more items to make it worth the cost :)
