Support
Find quick answers by topic below, or write to [email protected]. If your question is about a purchase, include your order number so we can look it up straight away.
We reply to every message within one business day.
Answers by topic
Downloads and access
Download buttons appear on your order confirmation page right after payment, and the same links arrive by email. Email links stay active for 30 days; with an account, you can download your files again at any time. If a download fails or a link has expired, write to us with your order number.
Licenses
Every purchase includes the Standard license for one person, covering personal, commercial and client work. If several people need the files, ask for a Team license. If you sell merchandise, print-on-demand items or templates built on the assets, you need an Extended license. Both are quoted on request.
Payments and invoices
Prices are in US dollars, and any sales tax or VAT is shown before you pay. Card payments are processed by our payment provider, so we never see or store your full card number. An invoice is available for every order, and businesses can enter a VAT ID at checkout.
Refunds
Purchases are final once downloaded, with exceptions. We always refund duplicate purchases and products that don't work in software listed as supported, and we refund files that are faulty, materially different from the description or impossible to download if we can't fix the problem. Not downloaded yet? You can get a refund, no reason needed. Either way, write to us within 14 days of purchase with your order number.
Your account
An account is optional, but it keeps every purchase in one place so you can download your files again at any time. Forgot your password? Write to us from the email address on your account, and we'll help you set a new one. To get a copy of your data or delete your account, send a data request.
File compatibility
Each product page lists the file formats and the software the product is made for, so check both before you buy. If a product doesn't work in software listed as supported, you can get a refund. Write to us within 14 days of purchase, and tell us which app and version you're using.
Before you write
- Include your order number and the email address you used at checkout.
- Name the product and, for file problems, the app and version you're using.
- If you write by email, attach a screenshot of any error message.
- Check your spam folder for the order email.
- For Team or Extended license quotes, write to [email protected] instead.
- For privacy and data requests, use the data requests page or write to [email protected].