1. Delivery method
After successful payment confirmation, eligible files are made available through the order-success page and the customer account download area. We may also send an order or download email to the address entered at checkout.
2. Delivery timing
Most paid and free digital orders are available immediately after the checkout system confirms the transaction. Delivery can be delayed by payment review, fraud checks, temporary provider outages, email filtering, account verification, or website maintenance.
3. Shipping methods, rates, and destinations
Standard store products are digital downloads, so physical shipping methods and shipping rates do not apply. Digital access may be available internationally, subject to payment-provider availability, sanctions, export controls, local law, and any country restrictions shown at checkout.
4. What is delivered
Each product page identifies the design sizes, machine formats, and other files included where that information is available. Customers should verify machine format, hoop size, dimensions, and software compatibility before purchasing. A format not listed on the product page is not automatically included.
5. Missing delivery
- Confirm that payment shows as completed.
- Sign in with the same email used for checkout and open My Account → Downloads.
- Check spam or junk folders for the receipt or download message.
- Contact support with your order number and checkout email if access is still missing.
6. Download access and security
Download links may expire, be regenerated, or be rate-limited to prevent abuse. Purchases must not be shared through public links or transferred to unrelated accounts. Contact support if a legitimate download link stops working.
Contact us or email order@embroideryfamily.com.