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FREQUENTLY ASKED QUESTIONS

Below please find our frequently asked questions, please click to the question to see the answer. If your questions isn't posted here, please feel free to contact us.

PLACING AN ORDER FAQ

How do I use my promotional code?
When using a promotional code, you must order each design individually and go through the entire check out process for each order. Select the image that you would like to order and add it to your cart. When you are ready to check out, enter your promotional code in the field provided and hit the update button once. Make sure that your total is adjusted appropriately before proceeding with the rest of the check out process.
Why am I being asked for my CC information when using a promotional code?

If you are being asked for credit card information, it is because your total has not been adjusted to "0". Go back to the first page of the check out process where you entered your promotional code and make sure that your total is "0". If your total is not "0" it could be because:

  • you forgot to hit the update button. Press the update button to adjust your total.
  • you hit the update button more than once causing the code to be deactivated. Reenter your code and hit the update button to adjust the total.
  • you have entered an invalid promotional code. Make sure that you have typed the code in exactly as you see it on your card or e-mail.
  • you have placed more than one item in your cart and the total is only being adjusted for the cost of one image. You are being asked for your credit card information to pay for the remaining balance for the other items in your cart.
I have not received my e-mail with the download link. What should I do?
Normally you should receive your confirmation e-mail with the download link shortly after you finish the checkout process. If your e-mail address was typed incorrectly when you registered, this will keep the e-mail from being delivered.

Also, since the email contains link/s to your file/s, our email is in HTML format. Sometimes this type of e-mails may be seen as SPAM and can be blocked from being delivered or they may be placed in your junk or trash folder. Turning off any anti-SPAM filters that you may be running may help this problem.

If you do not receive your e-mail within an hour after placing your order please contact us at 800-829-0836 or via e-mail at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it during normal business hours so that we can take care of sending you your link to download the image that you ordered
I've ordered a Value Pack online, how do I get my images?
When you place an order on-line for a Value Pack we need to manually create a promotional code for you. Once we receive the order, we will generate the code and e-mail it to you. We try to issue the code as soon as possible after the order has been placed, however, it can take up to one business day depending on when the order is received.
In downloading my image it says the zip file is corrupted or won't open.
Windows XP Users:  All you will need to do is go back and try downloading the images again and after you click download a window will appear that says open, save, cancel.  Please click open instead of save.  Once the file finishes downloading a window will appear where you can go into the folder and drag the files to your desktop.

Windows Vista Useres:  You are going to have to go to www.jzip.com and download there free zip software and install it.  Once installed go and download the images again and you should see the image.

DIGITAL PRINTING FAQ

Why why does the image looked washed out on the computer?
If you open your file to print it out and it doesn't look right, it is because the alpha channels that contain the spot color separations are active. You will need to open the file in Photoshop and open the channels palette to deactivate each of the spot color channels. Just click on the "eyeballs" next to each named spot color channels and the "Do Not Print" channel. Resave your file and open it again in the program you will be printing from. The image should now look correct.
When I open my image it shows a colored background. How do I get rid of this?
You will need to open your file in Photoshop and open your layers palette. Click once on the background color layer to select it. Make sure that your foreground color is white and fill the background layer with the white color. Resave your file. Now when you open it in your program to print it, the background should be white, so no color will print on your garment when you print your image
I am getting a black box around the image in Corel Draw
All of our images have separations in them for screen printers.  That is ok we just need to do a couple of things before bringing them into Corel Draw.  You will need to open the file in your Corel Photopaint and under the channel's (you can find them  go to Window>Dockers>Channels) you will see a channel titled DoNotPrint and it will be a big black box.  That channel and everything below it you need to delete.  You can do this by dragging each one to the trash can at the bottom of the Channels docker.  Once you have done this go back to the Object docker.  In the object docker you will see two object layers one has the artwork on it and the other is solid white that says background.  Go ahead and delete the white background, leaving the image on a transparent background.  All you need to do is save the file as a Photoshop file (.psd) and then go back to Corel Draw and import the artwork into your new document.

SCREEN PRINTING FAQ

Image isn't coming in properly to print separations

First to use our separations properly you will first need have saved the file as a DCS2 file.  This is a form of eps file that allows Corel Draw and Illustrator to read the raster stock art separations.  We offer the instructions to do this in either Photoshop or Corel Photopaint X3 or X4.  On this very same page you will see a tab above these questions that says Download Support Files.  Click on the tab and download Saving A DCS2 File In Corel Photopaint or Saving A DCS2 File In Photoshop which ever program applies to you.  If there is still an issue and you have gone through these steps please call us at 1-800-829-0836.
In the Corel Draw Print Preview window the image looks the same.


This is absolutely normal and you are good to go ahead and print.