Frequently Asked Questions
The word "Downloading" is frequently misused. The term refers to the process of transferring a file from our internet website to your computer.
All of our products come to you as multi-format installation files. They include an "Installation Wizard" which goes through a series of installation screens. This process is "installing", not "downloading".
If you have a copy of the downloaded installation file on your computer - identified by a five-digit number, a dash, then a four-digit number (example: 01818-0603) you can reinstall the designs from that file by double-clicking on the file icon, which looks like an image of a computer with boxes in front of it.
For security, our download product links are active for 10 days after purchase. During that time your download order can be redownloaded using the link in the confirmation email that you received.
As a courtesy, we will resend download links without charge for up to 30 days from date of purchase. Please contact us by email, or by phone at 845-358-5546.
After 30 days, you can purchase Extended Download Service for $ 4.95 per style.
Extended Download Service is available for purchases made within 2 years of date of purchase. The purpose is to facilitate re-downloading of installation files if it becomes necessary beyond 30 days from date of purchase. This service should not be purchased until a need arises - it is not an insurance policy.
This is not an automatic process. Once an order for Extended Download Service has been placed, our office staff researches your online purchases in our system, using the name and email address in your Extended Download Service order. Each order placed within the past 2 years is considered separately. An order may contain several products grouped under one order number. If you placed several orders individually you will need to purchase Extended Download Service for each order. Please allow up to 72 hours for a response.
Extended Download Service is available for downloaded products, and does not cover mail-order products, or products purchased from our Dealer Network.
We encourage our customers to keep back-up copies of the installation files for each purchase, making Extended Download Service unnecessary.