Help! I Received the Wrong File – What Now?

Hey there, Inspire Uplift family! Sometimes, a digital file purchase doesn't go as planned. Maybe you received the wrong file, an incorrect format, or a file that isn't quite what was advertised. Don't worry, we're here to help get things sorted out!

Common File Issues

• Incorrect File: You downloaded a file, but it's not the design you purchased.
• Wrong Format: You needed an SVG, but received a PDF or JPG instead.
• Missing Elements: The file is missing sizes, editable layers, or other promised features.
• Corrupted File: The file won't open or appears damaged.
• Incorrect Customization: The personalized file contains the wrong name or text.

Steps to Resolve Incorrect File Issues

1. Double-Check Your Order:Make sure you purchased the correct item by reviewing your order confirmation email or your Inspire Uplift account's order history.
2. Contact the Seller:
   • Navigate to the seller's store page on Inspire Uplift.
   • Click the 'Message Seller' button to explain the issue and provide details about what you expected versus what you received. Attaching screenshots can be super helpful!
3. Allow Time for a Response:Give the seller up to 24-48 hours to respond. Our sellers are eager to assist you!
4. If You Don't Hear Back:If you don't receive a response within a reasonable timeframe, or if the seller is unable to resolve your issue, contact Inspire Uplift Customer Support!

What Information to Include When Contacting Support

To help us resolve your issue quickly, please provide the following information:

• Order Number: The number associated with your purchase.
• Description of the Problem: Clearly explain what's wrong with the file.
• Expected File Format/Content: Specify what you expected to receive.
• Screenshots (if applicable): Visual evidence can speed up the resolution process.

File Format Issues and Solutions

• Requesting a Specific Format: If you need a specific file format (like SVG, PES, etc.) and didn't receive it, let the seller know! They may be able to provide the correct format.
• Understanding File Compatibility: Make sure the file format is compatible with your software or machine before making a purchase. Check product descriptions carefully!

When a Refund is an Option

If the seller is unable to provide the correct file or resolve the issue to your satisfaction, Inspire Uplift may issue a refund. Refunds are typically processed within 3-5 business days, depending on your payment method. We will do everything we can to make sure you have a great experience with our online shop!

Other FAQs

I received a ZIP file. How do I open it?

Most operating systems have built-in tools to 'unzip' or extract files from a ZIP archive. You can also use free software like WinRAR or 7-Zip.

The file names are confusing. How do I know which one to use?

Check the product description for a list of the included file types and their intended uses. If you're still unsure, contact the seller for clarification.

I received a file that says it will be emailed to me later. Is this normal?

That's definitely not normal! Contact the seller immediately to request the file. If they don't respond, contact Inspire Uplift customer support for assistance.

I received multiple files, but they're all the same size, even though the listing said there would be different sizes.

Embroidery files are designed with fixed dimmensions to ensure stitching accuracy. Please note, the file sizes are not customizable.

The file appears to be a JPEG image instead of an embroidery file.

Contact the seller and Inspire Uplift for assistance.