FAQ

Our mission is simple: to provide the berry best products and service to our customers at the lowest prices possible. We take great pride in our company, our commitment to customer service and in the products we sell. Our online store is designed to provide you with a safe and secure environment to browse our product catalog.

If after reading through our FAQ you still have not found answers to your questions, please contact us by email or calling, 1-888-991-0707 or 1-314-991-0707.

Club Memberships
Shopping Cart
Downloading
Alphabets
Upgrades
File Formats 

Club Memberships

Question 1: When would a person want to purchase a Club Membership?

Answer 1: The Club Membership option is your best value when a customer wishes to have access to all our designs or alphabets.

Question 2: What is the advantage of a Club Membership?

Answer 2: In past years Ginko Designs would release a new CD each year. The CDs would progress from Edition 5 to Edition 6 etc. That method of business meant customers who purchased the CD had to wait an entire year before they would purchase the next years CD at an update price. A Club Membership provides the customer real time access to our stock designs and alphabets as they are available for purchase. Waiting longer and paying more is a thing of the past.

Question 3: What if I had purchased one of your CDs in the past?

Answer 3: For licensed owners of Edition 4 and above we have a special update price. You can take advantage of this offer by email or calling, 1-888-991-0707 or 1-314-991-0707. A coupon number will be provided to be used when purchasing your subscription.

Question 4: If I purchase a Club Membership how will I receive my purchase?

Answer 4: After completion of your order an online login process will allow access to the files included in the Club Membership purchased. The files are packaged my catagory for faster download times. You will be able to login as many times as you wish during the Club Membership subscription period.

Question 5: What happens after my membership expires?

Answer 5: Members are given the opportunity to renew their memberships at a discounted renewal price.

Question 6: I didn't renew my membership, but I would like to now. What must I do?

Answer 6: If a membership expires, the member may rejoin the club at the going initial price.

Question 7: What happens after my membership expires?

Answer 7: Memebers are given the opportunity to renew their memberships at a discounted renewal price.

Question 8: I purchased a Ginko Design CD from you in the past and would like to upgrate it. How do I go about upgrading?

Answer 8: For licensed owners of Edition 4 and above we have a special update price. You can take advantage of this offer by emailing or calling, 1-888-991-0707 or 1-314-991-0707. A coupon number will be provided to be used when purchasing your subscription.

Question 9: How can I tell what designs have been added to the Club since I joined?

Answer 9: Newly released designs are displayed for a period of time on our Newly Released page. The designs are dated for easy access, however the page doesn't include all newly released designs.
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Shopping Cart

Question 1: When would a person want to purchase from the shopping cart?

Answer 1: The shopping cart is intended for the purchase of individual files, and design collections. Products that require shipping such as CDs, books, rhinestone sheets and wall art are also sold through the shopping cart.

Question 2: If I purchase a design through the shopping cart how will I receive my purchase?

Answer 2: After completion of your order an email will be sent with a download link. The download process will be immediate, however a customer has a few days to complete the download.
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Downloading

Question 1: How do I download a file from the shopping cart?

Answer 1: After completing the shopping cart purchase process, an email will be sent to the email address provided by the customer during the purchase process. The email will contain a link to a download page with a download button.

After clicking on the download button the download process will begin automatically.

Question 2: If I purchase a design through the shopping cart how will I receive my purchase?

Answer 2: After completion of your order an email will be sent with a download link. A few days are provided to complete the download.

After clicking the download button the download process with begin automatically. You will be given the option to save the file in it's default location, which we recommend you do. Make note of the default location which is usually C:\Ginko Designs.

Question 3: How do I download a file from the subscription service?

Answer 3: Immediately after successfully completing the subscription purchase you will be taken to a page that will provide access to the download links. After the initial subscription purchase and during the period of the subscription, access to the download page is provided after logging into the subscription service.

After clicking the download button the download process with begin automatically. You will be given the option to save the file in it's default location, which we recommend you do. Make note of the default location which is usually C:\Ginko Designs, but may contain a subfolder.

Question 4: How do I return a downloaded purchase?

Answer 4: Ginko Designs by Strawberry Stitch Co. makes every attempt to ensure 100% satisfaction of your purchase, all download sales are considered final. It is the responsibility of the buyer to know the system and compatibility requirements of the electronic download being ordered. If you are not sure if a download product is compatible with your system contact CustomerCare@StrawberryStitch.com prior to making the purchase. We would be glad to assist you.

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Alphabets

Question 1: I do not have Wilcom. Can I still use the Wilcom alphabets?

Answer 1: No, the alphabets listed in the Wilcom Alphabet catagory have been specifically engineered to work from within the Wilcom software using the .ESA file format. Customers who do not own Wilcom should notpurchase those alphabets.

Question 2: How do I install the alphabets in my Wilcom ES system?

Answer 2: Installing your Wilcom alphabets is easy and only takes a few minutes. With Wilcom closed, copy the alphabet files (APH****.ESA) into Wilcoms "USERLETW" and "WLETTER" folders. Then start Wilcom. You will now see the alphabets displayed in list of alphabets.

These folders are usually found in C:\Program Files\Wilcom\e15\EmbroideryStudio_e1.5

Question 3: Will the Wilcom alphabets work with any version of Wilcom software?

Answer 3: No, each Wilcom alphabet only functions with specific versions of the Wilcom software. The version of Wilcom software an alphabet is designed to work with is listed on the product's description page. It will say something such as, "This alphabet will work with Wilcom vE1.5 and above."

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Upgrades

Question 1: I purchased one of your CDs in the past. Can I purchase an update with the new designs you have now?

Answer 1: For licensed owners of Edition 4 and above we have a special update price. You can take advantage of this offer by emailing or calling, 1-888-991-0707 or 1-314-991-0707. A coupon number will be provided to be used when purchasing your subscription.
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File Formats

Question 1: What file formats may I choose from?

Answer 1: With every order a .EMB (Object file), a .DST(Stitch file) and a .PES (Stitch file) will be provided in a single download. You do not have to specify the file format with your purchase. There are some files too large for the .PES format. If this is the case the file description will indicate the .PES format is not available.

Question 2: What if I need a file format other than .DST, .PES or .EMB?

Answer 2: EMBroidery TrueSizer is a FREE utility program that will allow you to save the .EMB file provided to many common home and commercial file formats such as .CND, .EXP, .PES, .HUS, .PCS, .JEF, .SEW and .CSD. Another option is to use a conversion utility of your choice to convert the .DST file to the file format required.

Question 3: I have Wilcom but when I try to open a .EMB file it says the file was created with a new version. How can I open these newer EMB files?

Answer 3: EMBroidery TrueSizer is a FREE utility program that will allow you to open the most recent EMB files and then save them down to the lower version required by your software. You may obtain EMBroidery TrueSizer as a free download and begin to use this wonderful program right away.

Question 4: I have downloaded TrueSizer and I am not sure how to use it. Is there an instruction manual?

Answer 4: EMBroidery TrueSizer is a FREE utility program so there is not much in the way of a manual. We have developed a page of Truesizer Frequently Asked Questions.
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