Frequently Asked Questions

JPG, PNG, PDF, AI, EPS, SVG and PSD, or a ZIP file with several files inside. Vector files such as AI, EPS, SVG or a vector PDF give the cleanest result, because every edge is already sharp. A high resolution JPG or PNG works well too. If all you have is a small web image or a screenshot, send it anyway and tell us the size you need; the digitizer redraws the shapes rather than tracing blurry pixels. Our artwork guide explains what helps.

Yes, as long as the shapes and any text can be made out. A straight-on photo of an embroidered shirt, a printed business card or a clear hand sketch is enough for the digitizer to rebuild the design. Take the photo in good light and as flat as possible. If a letter or detail is unclear, we message you on the order before we start, so the file is not built on a guess.

Yes. The order form calculates the total from the service, size, options and turnaround as you fill it in, and shows it before you submit. Change the size or switch off an add-on and the price updates straight away. Only designs over 14 inches and unusual jobs are quoted instead, and you accept the quote before any work starts. The full list is on the pricing page.

No. Nothing is charged when you place an order, and no card is taken to hold it. You pay only after you have checked the proof and approved it. If you decide not to go ahead after seeing the proof, there is nothing to pay and nothing to cancel.

PayPal, plus prepaid credits from a credit pack. PayPal also takes credit and debit cards and releases your files straight away. For bank payments, your order page shows our account details, the exact amount and the reference to use, and your files are released once we confirm the money has arrived. International wires have a minimum amount, because bank fees make small wires impractical. Regular shops can ask for weekly invoicing, so approved orders are billed together once a week. All prices are in US dollars. Every payment produces an invoice in your dashboard that you can download for your records.

Yes. We serve customers in the United States and also work with shops and embroiderers in Canada, the United Kingdom and Australia. Everything happens online, from upload to download, so location makes no difference to the process. Prices are charged in US dollars. PayPal handles the currency conversion if your card is in another currency, and customers in the UK, Canada, Australia and Europe can also pay by Wise or international wire where those options are shown on the order.

Every format you ask for is included at no extra cost: DST, PES, EXP, JEF, VP3, XXX, HUS and VIP. An editable Wilcom EMB working file is available on request. You also get a PDF worksheet with the stitch count, size and color sequence, which is useful for setting up thread on the machine and for quoting run time to your customer.

Probably. Most machines read at least one of the formats we include, and many commercial machines read DST whatever the brand. Tell us your machine make and model in the order notes or by email and we will check which format it reads. To change a file you already have into another format, see embroidery file conversion.

Yes, on request. We can supply EMB or ART working files alongside the machine formats at no extra cost. Mention it in the order notes. Working files keep the objects, so they are easier to edit than a machine file, but you need compatible software to open them.

In your dashboard, on the order page. Your files are ready as soon as you approve the proof and payment goes through, with each machine format listed separately along with the PDF worksheet. We also email you when payment is received, with a link back to the order.

Yes. Files stay in your dashboard, so you can download them again whenever you need to without paying again. That is useful when a machine is replaced, a USB stick goes missing or a customer re-orders a year later. Your saved logo library also makes it quick to order the same design at a new size or as a cap version.

You do. Once an order is paid, the custom files we made for you are yours to use, including on work you sell to your own customers. We keep a copy so you can re-download, re-order or ask for support later. The details are in our terms of service.

Yes. Your artwork and files are kept in private storage that only you and our team can access, and they are never listed publicly or sold. You can download them only from your own account. Our privacy policy explains what data we keep and how to ask for it to be deleted.

Not without your permission. Our portfolio only shows real customer work that the customer has agreed to share. Many shops produce logos for their own clients, and we treat that work as confidential by default.

You need the right to use the artwork you send, for example your own logo or a client logo you are producing for that client. By placing the order you confirm that you have that right. We may refuse work that clearly infringes a trademark or is offensive, and we will tell you if we do.

As many as you need before you approve the proof. Revisions are free and unlimited until approval, so you only pay for a file you are happy with. To keep things quick, put every change in one message on the order and attach a marked-up image if that is easier than describing it.

A revision is a change before you approve the proof, and it is always free. An edit is a change after delivery. Minor edits such as a thread color change, a small text fix or a density tweak are free for 30 days after delivery. Resizing by more than about 20% counts as a new size at $6, and larger changes are priced as new work. See our guarantee for details.

No. Credits are optional. Most customers simply pay each order after approving the proof, by PayPal, card or bank payment. Credit packs suit shops that order regularly, because each pack adds bonus credit on top of what you pay and the credits do not expire. See the pack sizes on the pricing page.

Standard within 24 hours, rush within 12 hours for $5 extra, or express within 6 hours for $10 extra. See turnaround times for how the clock works.

By email at support@stitchquill.com, or through the messages on your order if it is about an existing order. We work by email only, with no phone line, so every detail about artwork, sizes and colors is in writing and easy to check later. The contact page has a form too.