FREQUENTLY ASKED QUESTIONS

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HOW DO I GET MY FILES?

Files are available for immediate download. They are also sent in email form from AND stored in your account history for a PERIOD OF 30 DAYS.  It is recommended that you download as soon as possible and make a backup in the event of computer failure.

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I CANNOT DOWNLOAD MY FILE. WHAT DO I DO?

If you cannot download your file directly from checkout please try downloading from email.  If you still are having troubles, please email us at onceuponahoop@gmail.com

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WHAT FILE TYPES DO YOU INCLUDE?

DST, EXP, HUS, JEF, PES, VIP, VP3, XXX

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CAN I SELL ITEMS USING YOUR FILES?

Absolutely. Files are made for SMALL business sellers. Check our Terms & Conditions for more information.

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CAN I USE YOUR PHOTOS FOR PROMOTING?

All photos on this site are the property of Once Upon A Hoop Designs and our respective Testers. You may not use our photos or any photos provided by testers.  Since everyone has their own "style", it is best to use your own photos so as to not misrepresent yourself to a potential customer.

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WHAT MATERIALS DO YOU USE?

Our designers use a variety of materials such as (but not limited to) Marine Vinyl, Glitter Marine Vinyl, Glitter Canvas, Wool Blend Felt, and Acrylic Felt. 

 

DO YOU INCLUDE VIDEOS OR TUTORIALS?

 All files come with either a Photo Tutorial or a Stitch Map with instructions. On occasions, we may create a video and post on YouTube or our Facebook Group. If you find yourself stuck or confused, please feel free to reach out to us either vial email: onceuponahoop@gmail.com or within our facebook group:  https://www.facebook.com/groups/OnceUponAHoop

  

WHAT IF YOU UPDATE THE FILE, DO I HAVE TO RE-PURCHASE TO GET THE UPDATE?

We will do our best to notify those who have purchase and email the update.  You never need to re-purchase a file. We are working on an automatic solution but currently, it is a manual process.

 

WHAT IF I PURCHASE A FILE TWICE?

If you ever purchase a file twice send an email along with the order number to onceuponahoop@gmail.com.  You will then have the choice of a credit or exchange for another design of similar cost.

 

HOW DO YOU TEST YOUR FILES?

All files are tested in multiple sizes and formats.  We use single sheet, medium weight tearaway unless the design requires more - such as heavy fill areas where we will float a second sheet of tearaway under the hoop.

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DO YOU DO CUSTOM DIGITIZING?

We currently do not do custom work, requests are welcome but are not guaranteed.