New Customer FAQ
Please Read And Review Frequently Asked Questions:
Frequently Asked Questions:
- Who is Edigitize?
- How can I start using your service?
- What file formats can I send you?
- What file formats can you provide for me?
- What is your turnaround time? Do you offer rush services?
- How are payments handled? Is it secure?
- Do you offer net terms?
- Do you provide invoices detailing my jobs and costs?
- Do you provide sewouts of your designs?
- Do your prices include corrections? Revisions?
- Do you offer a guarantee?
- Downloadable PDFs
Edigitize Inc. was founded in June of 2002 with one goal in mind: Use technology as a means to streamline artwork production for our customers. To reach this goal we have developed an innovative online account management system that simplifies the ordering process for digitizing and vectorizing. Our system serves as a valuable tool for our customers and enables us to keep our prices low, our response times quick, and our quality high. Check out this brief video introduction to learn more about us.
Register for a customer account here to begin using us for your digitizing and vector needs. After you register you will automatically be redirected to your new customer account where you may place quotes and orders 24/7. View a video demonstrating how to register.
We accept a wide variety of file formats, including JPG, GIF, BMP, PDF, TIF, AI, EPS, CDR, and more. Let us know if you unsure about your file format, if it is not a standard format we may be able to help you convert it.
Please note, any vector artwork like Adobe Illustrator, Corel Draw, Freehand etc. needs to have text converted to curves or outlines, otherwise the file we receive may not display correctly on our screen.
We can provide the following formats: 10o, ARC, CND, CSD, DSB, DST, DSZ, EMB, EXP, HUS, JEF, KSM , KWK, PCH, PCM, PCS, PEC, PED, PES, POF, PSF, PUM, PSF, SEW, TAP and XXX. At the time you place your order you may request as many file types as you need. If you do not see your preferred format listed here, contact us and we will see if we can get it for you.
Our typical turnaround is 24 hours; our turnaround guarantee is 72 hours. Complicated or large designs may take longer than 24 hours. Usually an order submitted before 5pm will be ready before noon the next day. If you are in a rush situation let us know, if possible, we will meet your turnaround deadline. We do not charge extra for rush services. Please note, we are closed Sundays and some holidays.
When you submit a new order, your credit card is authorized (not charged), for the full amount of the order. Upon completion of your order, you have five (5) days to approve the design or request edits/revisions before your credit card is charged in full for the authorized amount. Billing happens via our secure servers and network. Our SSL certificate is issued by Comodo and can be viewed here. To learn more about billing and invoices, check out this video.
Yes. You can begin the application process for Net 30 term by emailing admin@edigitize.com or calling 1-877-349-6586 and requesting a credit application.
Yes. Invoices list the job ID, date and time submitted and cost associated with the order. Invoices are automatically generated, so you are never left waiting! Invoices are emailed at the time they are created and are available 24/7 via your customer admin window; after you login to your account, click the “Invoices” link (at the top of page) to view your entire invoice history.
Yes. We provide one free sewout scan for orders with 20,000 stitches or less. Sewouts are produced on a Tajima single head machine, using 40wt thread.
If a file contains errors, or suffers quality issues, we will make corrections free of charge. However, revisions (changes from the original artwork and instructions) will often incur a fee. For a detailed look at our edit/revision policy, see Our Policies/Guarantees.
We offer a 100% Satisfaction Guarantee. This means we will work with you until your design meets your project requirements. Please note, if you receive a file that is not what you need, you must give us a chance to make it right before we will consider a refund. For a detailed look at our refund policy, see Our Policies/Guarantees.
Need a quick reference guide to the basics of quoting and ordering, plus information about pricing, invoicing and answers to other FAQs? (This is a great tool to share with associates who manage orders on your behalf or other team members who also have Edigitize accounts.)
Download a New Customer Packet
Need a quick reference price sheet?
Download a Price Sheet here
