Following are questions that customers often ask us about our embroidery products, and the answers to those questions. If this information does not address your issue, please use the Contact Us link in the side navigation area, and let us know the following: your machine manufacturer and model, what product you have purchased, which design you're having trouble with (for example, if you have questions about the Rainboot design in the Spring Mug Rugs pattern, please tell us), and what specifically is happening or not happening.
How do I get my download when I order from your site?
After you complete the purchase of one of our download products, you will receive an email with a link that you use to actually download the file(s). If you don't see an email from our web store within a few minutes, check the "junk" or "spam" email folder in your email system. For many email clients, messages that come from a "new" address (meaning, an address to which you have never sent an email message) are automatically dumped to the "junk" email folder.Top
Are quilting designs available for 5" x 7" hoops?
Sorry, but no. There are a few reasons for this. First, we would need to completely rework every design for a 5" x 7" hoop, since it is not proportional to the other designs. Second, the smaller hoop size would make the quilting much more dense than it is with other hoop sizes. And third, with a smaller hoop, you would need to re-hoop the quilt many times to complete the quilting, and we are concerned that many customers would be unhappy with the results and process.Top
Will your designs work with my 5" x 12" hoop?
The answer is a "qualified" yes... Several machine manufacturers offer hoops that are about this size, but you must be aware that this hoop uses a "multi-position" function. The machine really only has a roughly 5" x 7" stitching field, but while you're stitching, you can stop the machine and shift the position of the hoop so that you can stitch out different sections of a larger design. If you're going to use the multi-position function, you will need to use software from the manufacturer to "split" our files (we do not split the files.) Consult your documentation or your local quilt store for information on how to split files.
If you're ok with the file splitting, then here are some other things to note. You must use the small size files. As a reminder, all of our quilting files come in three sizes — small, medium, and large — the sizes are listed on the back of the book, and the specific size of each file is listed in the section starting on page 15 (the dimensions vary slightly from file to file). Some files will be OK "as is," but you will need to reduce others slightly. In the book, we recommend against resizing files, but further experience has shown us that you can reduce files by about 10% and things will still work ok. Most embroidery machines will allow you to resize files somewhat. Consult your documentation or your local quilt store for information on how to do this.Top
Can I use your Edge-to-Edge Quilting designs on my embroidery machine?
Well, that depends on two things: whether we support your file type, and whether your machine has a hoop large enough for our files. Supported file types are listed on the product pages and back covers of every one of our embroidery products, and the file sizes are listed there as well.
For convenience, here are the machine and file types. Be aware that some machines support more than one file type:
Also for convenience, here are the sizes of the designs for the Edge-to-Edge Quilting book. Note that individual file sizes will vary a bit. The book and design information available with each expansion pack gives the specific size for each file. However, generally all files are no larger than the following:
Can I enlarge or reduce your Edge-to-Edge Quilting files?
In the book, Christine originally recommended against resizing our files. However, after some further work, we've realized that if you need to resize our files, you can do it safely, as long as you follow a few simple rules.
I can load your files on my USB stick, but my embroidery machine cannot read it. Why?Most embroidery machines require that you use a USB stick that has 2GB or less of storage. Most of the USB sticks you find in stores these days are much larger than 2GB, so check the size of your USB stick. When you put a "large" USB stick in an embroidery machine, you can get very odd results, anything from the machine not recognizing the designs, to the machine rebooting itself.
I'm starting to stitch Column B, but the top of the stitching is too high. Why?
You’ve found one small issue that occurs with just a few of our early designs. In just about 5 designs (a few in the book, and 1 or 2 in Expansion Pack 1), the start point for the design is slightly above the vertical center of the stitching field.
This issue is confusing if you try to align the top of the stitching (or the template) for File B with the top of the stitching for File A — the designs will be off by 1/4” to 1/2”, as you’ve indicated. But, if you focus only on the start and end points, and connect them using Christine’s technique, the stitching will connect as you expect. The top of the stitching for each column of File B will be slightly higher than the top of the stitching for the columns of File A, but, all that really means is that the stitching for the B columns will go up into the binding at the top of the quilt. Everywhere else the stitching will just look like beautiful, edge-to-edge quilting.
The designs had been out for a good while before anyone called this to our attention, and since the issue doesn’t really cause any problems with the quilting, we decided to leave them alone. On all other designs are fine, and do not have that problem. Sorry for the confusion!Top
My computer doesn't have a CD drive. Are there other options for receiving the CD files?
Laptops are being made without the CD drive in order to make them lighter. You have two options:
First, if you purchase directly from us, you can purchas a downloadable version of nearly any of our products.
Second, external CD drives are not very expensive. We have found them in many places for under $20.00. We, too, have external drives for our laptops. Providing USB sticks with our products would drive up the cost of our product substantially, since we would have to outsource this service.Top
Can I purchase individual designs?
Sorry, but we do not make designs available on an individual basis. There are two reasons for this:
One other thought that might help: our book retails for $35, and each expansion pack is priced at $20. If you compare that to the price of long-arm quilting for a lap or twin quilt (frequently $80-100), if you use one design one time, you have already saved a lot of money.Top
Why can't I see the Mug Rug designs on my Janome machine?
Our Mug Rugs require a 5.5" x 8" stitching field. Janome sells an 8" hoop, but in reality, the hoop has a 7.9"stitching field. We have recently re-sized all our Mug Rug designs to work with a 7.9" stitching field. Check your CD, and if it does not have a "revised" date at the bottom, please contact us, and we will send you a link to download a new set of files.Top
Why does my software say "file defective" when I try to transfer it to my Janome machine?
Ah, yes... this answer is brought to you by the letter "G," as in... "Gee, what a misleading error message!" What this error message REALLY means is: "the file is too large to fit into your hoop." If you are using one of our Edge-to-Edge Quilting designs, either select a larger hoop, or choose a smaller design size.Top
I have copied your embroidery files to my USB stick; why don't they show up on my embroidery machine?
If the designs are larger than the selected hoop, the machine will often not show the files. If you are using our edge-to-edge embroidery files, choose a smaller file size. Otherwise, you will need a larger hoop.
Also, make sure that your USB stick has been formatted by the Janome machine. Embroidery files must be in a specific folder on the USB stick for a Janome machine to find/recognize them. Consult your Janome documentation.Top
Can I use the edge-to-edge quilting files on my Janome Memory Craft 11000?
The answer is a "qualified" yes... Our files will only fit on the Macro hoop. Be aware that this hoop is used with a multi-position function on the 11000, where you shift the position of the hoop for different parts of the design. If you're going to use the multi-position function, you will need to use software from Janome to "split" our files. (We do not split the files.)
If you're ok with the file splitting, then here are some other things to note. Our designs will work with a Janome 1100, although you must use either the small or medium size files. As a reminder, all of our quilting files come in three sizes — small, medium, and large — the sizes are listed on the back of the book, and the specific size of each file is listed in the section starting on page 15 (the dimensions vary slightly from file to file). If you have the Janome Macro hoop, then you have a 7.8" x 11” stitching field. This hoop size will be more than large enough for the small files, which have a 5.6” x 9.9” maximum size.
If you want to “cover more ground” with each hooping, the medium files are close to the right size, with 6.7” x 11.7” being the maximum dimensions of any medium file. Obviously, the width is fine, but the length is just a little too long. Most machines will allow you to reduce the dimensions of a file somewhat. Our experience is that you can reduce one of our quilting files by about 10% and still have everything work ok.
For information regarding how to use the multi-position function of the Macro hoop, or how to reduce the dimensions of a file, consult your Janome documentation, or talk with a Janome expert at your local quilt store.Top
BROTHER / BABYLOCK QUESTIONS
I can see the PES files on the jump drive... why doesn't my machine read them?
It may be that our files use a more current version of PES than your machine. PES is the only embroidery file format that changes substantially between versions of the design software. So, if your machine is set to read PES version 4 files, it won't be able to read PES version 7 files.
If you're using our Edge-to-Edge products, early products provided PES v9 and PES v7 files. After that, all of our files are provided in PES v6 format. So, if your machine isn't reading the PES V9 files, try the v7 files.
Otherwise, check in with your local dealer to have the firmware on your machine upgraded. For future reference... the current version is PES v10.Top
Why are strange things happening with your files on my Baby Lock Destiny?
Two firmware updates are available for the Destiny, and they must be applied in the correct order. These updates correct a variety of issues that can cause really strange behavior, like files loading sideways and files stitching out backwards. Contact your local Baby Lock dealer for assistance with updating your machine.Top
Why do your edge-to-edge quilting files start in the middle of the hoop?
Our files actually start on the left side of the design. However, Baby Lock machines always start files in the middle of the hoop. However, if you advance to the first stitch of the design, the needle will move to the correct position, in the middle-left side of the hoop.Top
Why are the edge-to-edge embroidery large files not available in ART format?
When we first published our book, BERNINA did not have hoops large enough for the large files. Shortly thereafter, BERNINA made larger hoops available for BERNINA machines. However, the recommended file format for large hoop BERNINA machines is the EXP format.Top
Can I use your edge-to-edge files on my Elna 9600?
The answer is a "qualified" yes... Our files will only fit on the Macro hoop. Be aware that this hoop is used with a multi-position function on the 9600, where you shift the position of the hoop for different parts of the design. If you're going to use the multi-position function, you will need to use software to "split" our files. (We do not split the files.)
If you're ok with the file splitting, then here are some other things to note. Our designs should work fine with an Elna 9600, although you must use either the small or medium size files. As a reminder, all of our quilting files come in three sizes: mall, medium, and large. The sizes are listed on the back of the book, and the specific size of each file is listed in the section starting on page 15 (the dimensions vary slightly from file to file). If you have the Elna Macro hoop, then you have a stitching field that is 7.8 x 11 inches. This hoop size will be more than large enough for the small files, which have a maximum size of 5.6 x 9.9 inches.
If you want to cover more area with each hooping, the medium files are close to the right size, with 6.7 x 11.7 inches being the maximum dimensions of any medium file. Obviously, the width is fine, but the length is just a little too long. Most machines will allow you to reduce the dimensions of a file somewhat. Our experience is that you can reduce one of our quilting files by about 10% and still have everything work ok.
For information regarding how to use the multi-position function of the Macro hoop, or how to reduce the dimensions of a file, consult your Elna documentation, or talk with an Elna expert at your local quilt store.Top