Welcome to the FAQs section of our website. We have reserved this space for answering the most common questions that we have encountered, and in a manner that is less formal than our official policies. If you do not see your question answered either here or in our policies or ordering instructions sections, please refer to the contact info page for instructions for contacting us.
Table of Contents
1. Placing Your Order
1.1 Can I place my order online and pay with a check or money order?
1.2 Can I place my order by mail and pay with PayPal?
1.3 Why are there multiple types of custom pattern products?
1.4 Can you create custom patterns to my specifications?
2. Delivering Your Order
2.1 Why do you use USPS instead of UPS or FedEx?
2.2 Do you offer insurance coverage for shipments?
2.3 My order arrived damaged. What should I do?
3. Returning Your Order
3.1 What merchandise can I return?
3.2 Do I have to return my entire order?
3.3 How soon must I file a return?
3.4 Do you refund shipping and handling?
3.5 What if I'm returning incorrect items?
3.6 How will my exchange order be shipped?
4. Copyrights
4.A Disclaimer Notice
4.1 What is so important about copyrights?
4.2 How do I know if my media is copyrighted?
4.3 I bought the media. Why can't I just copy it?
4.4 I have permission to reproduce the media. Is that enough?
4.5 What if I can't provide proof of ownership or permission?
4.6 What does the indemnity clause mean?
4.7 Can I reproduce Digi-Source products?
This policy is effective as of January 1, 2014 and supercedes any previous policy agreement.
1.1 Can I place my order online and pay with a check or money order?
Normally, online orders must be paid using online payment methods. The website shopping cart requires payment in full at the time your order is submitted. PayPal members can pay online using a debit/check card or bank transfer as their payment method, which is similar to paying with a personal check. We ask that our other customers place their order by mail if they wish to pay with a check or money order. However, we will try to accommodate your needs if we are able to do so. Please contact the sales department to discuss your request.
1.2 Can I place my order by mail and pay with PayPal?
Yes. We will bill you when we receive your order. Once we bill you, your payment is due immediately. When entering your PayPal account ID (e-mail address), please print legibly. If we are unable to process your payment through PayPal, we will ask you to submit your payment by check or money order. Your order will be held until we receive your payment.
1.3 Why are there multiple types of custom pattern products?
Each type of media has unique processing requirements, which can vary significantly from one form of media to the next. We use multiple products, each with their own specifications, to give you the best possible value for your media type(s).
1.4 Can you create custom patterns to my specifications?
Each custom pattern product's description lists the recommended specifications for that product. Some specifications can be modified; some cannot. Please contact the customer service department to discuss any changes you would like to make.
2.1 Why do you use USPS instead of UPS or FedEx?
Using USPS Priority Mail allows us to deliver to any address in the United States — including Post Office boxes and military addresses — faster and more affordably than with UPS or FedEx. However, we will try to accommodate your carrier needs if we are able to do so. Please contact the sales department to discuss your request and obtain a quote.
2.2 Do you offer insurance coverage for shipments?
Normally, we do not provide insurance coverage for shipments. If you would like us to add insurance coverage, or any other special services, to your shipment to protect your media items, please contact the sales department to discuss your request and obtain a quote. Please note that special shipping arrangements may be subject to additional shipping and handling charges.
In the event an insurance claim must be filed for a damaged or lost shipment, please note that you may be responsible for filing the necessary paperwork. Most carriers — including the United States Postal Service — require proof of the actual monetary value of the covered items, which we are not able to provide. If you are required to file the claim, we will assist you as much as possible, provided you keep us apprised of the situation.
2.3 My order arrived damaged. What should I do?
If you receive a shipment that has been damaged in transit, please refuse the delivery. If you have already accepted the delivery, please contact the sales department immediately. Do not attempt to return the order without our authorization!
3.1 What merchandise can I return?
You can return any product from our catalog, including Blue Ridge Collection and custom patterns, even if we customized it just for you. Our satisfaction guarantee covers our entire product line. The only exception is if we notify you in advance that a specific product will not be eligible for return, in which case you will have the option of accepting or declining the product under those terms, without penalty, prior to your order being processed.
3.2 Do I have to return my entire order?
Absolutely not! We want you to be completely satisfied with your entire order. If you are not satisfied with any product in your order, you may return it separately. The only exception is if the item is not eligible for return, as described above. We will issue you a partial refund according to the product(s) you return.
3.3 How soon must I file a return?
You must apply for a return authorization number no later than 180 days after the date you receive your order. We must receive the returned merchandise no later than 10 business days after the date we issue the return authorization number to you. If you do not apply for a return authorization number within 180 days of receiving your order, or if we do not receive your returned merchandise within 10 business days of issuing the return authorization number, we reserve the right to decline your return.
If you are unable to meet these deadlines due to an unusual hardship, please contact the sales department to discuss a possible extension.
3.4 Do you refund shipping and handling?
Sorry, we do not refund shipping and handling charges for orders that have been or must be shipped. Also, you are responsible for all expenses incurred as a result of returning merchandise to us, including postage fees, unless the return is due to our error.
You will not be charged shipping and handling for any item we ship to you in exchange for a defective or incorrect item you have returned. You will not be charged shipping and handling for any order we ship as a replacement for a lost, misdirected, or damaged order. However, we may charge you for shipping and handling for any affected shipment if you fail to comply with our policies, or if you request special shipping arrangements.
3.5 What if I'm returning incorrect items?
Incorrect items are products that you have received but (1) did not order, or (2) ordered with different specifications. Please note that we are sometimes unable to accommodate special request specifications. In such cases, we will include an explanation with your order, and the affected item(s) will not be considered "incorrect."
Incorrect items are subject to our standard return policy. However, we will reimburse you for reasonable postage fees that you incur as a result of returning the incorrect merchandise to us, if we instruct you to do so. We will ask you to submit the postage receipt as proof of mailing and to process your reimbursement.
However, we may not reimburse your expenses, in part or whole, if you fail to comply with our policies and instructions. Also, we may not reimburse you for any postage fees you incur that we deem to be unreasonable.
Please contact the sales department immediately upon discovering the incorrect item(s).
3.6 How will my exchange order be shipped?
We use USPS Priority Mail for all our shipments, including exchange shipments. However, if your order was originally shipped under special shipping arrangements, we may offer you the option of using those arrangements for your exchange shipment. Please note that special shipping arrangements may be subject to additional shipping and handling charges.
4.A Disclaimer Notice
The contents of this section are provided for information purposes only. Under no circumstances shall they be construed as legal advice. Please contact your legal advisor if you need actual legal advice.
4.1 What is so important about copyrights?
Copyrights, or rather collective copyright law, grant certain rights to the author/artist/photographer/creator ("artist") of an artwork or media item. Among these rights are the rights to control the reproduction, distribution, and representation of the copyrighted item.
Copyrights encourage the advancement of the arts by protecting the artist's right to control and profit from his/her work.
4.2 How do I know if my media is copyrighted?
In a sense, every media item is automatically eligible for copyright protections. The more important question is: who owns the copyright to your media?
In general, if you are the creator of your media in its present form and you have not sold or otherwise transferred your rights to another individual or organization, you own the copyright to that media. Items in this category typically include photographs you take and drawings and paintings you create, among other things.
For any other media, you usually do not own the copyright. This category includes virtually any media you purchase. In many cases, the media will contain markings that identify the artist and/or publisher. You will need to contact the identified party for more information about that specific media item. If the artist created the media specifically for you — such as a professional studio portrait — odds are they will be happy to grant you (and us) permission to use the media item.
4.3 I bought the media. Why can't I just copy it?
What you purchased was a license to possess an instance (copy) of a particular media. You did not purchase the rights to the media entity itself. Perhaps an analogy will help explain this concept: when you purchase a 12 oz. soda, you are only purchasing the rights to that one can of product. You have not purchased the right to manufacture or reproduce it (bottler's rights), nor have you purchased the right to own or represent the product at large.
In a similar sense, purchasing a media item only grants you the right to that one copy. You do not have the right to reproduce it, nor are you allowed to claim ownership or representation rights for that product.
Feasibility is not an acceptable defense. In fact, the intent of copyright law is to serve as a response to the vulnerability artists are exposed to by virtue of the fact that their works are relatively easy to reproduce. The concept behind copyright law is that artists will not put forth the effort to advance the arts if they believe they will not be able to control and profit from their works.
4.4 I have permission to reproduce the media. Is that enough?
First, congratulations on your successful bid to obtain the copyright holder's consent!
Be sure to carefully review the specific permissions granted to you. While we must review the actual agreement to determine whether it is suitable for our purposes, the basic concern is whether the agreement grants a third party (Digi-Source) permission to produce, on your behalf, a copyrightable derivative work that is based on that media.
4.5 What if I can't provide proof of ownership or permission?
You are only required to submit proof of ownership or permission to reproduce the media item if we specifically request it.
We understand that some copyright holders may be unwilling or unable to provide you with a formal written consent form or document, instead offering only oral permission or a neutral (neither for nor against) statement. In the event you are unable to provide us with the necessary documentation when we request it, we will review your case individually before deciding on a course of action. Please note that oral statements are generally not legally binding, and that we may not be able to process any part of your order that is affected by the media item in question if you fail to provide us with satisfactory proof of ownership or permission to reproduce the media item.
4.6 What does the indemnity clause mean?
In simple terms, the indemnity clause states that, by virtue of the fact you have submitted a media item to us, you are declaring to us that you have obtained all the permissions necessary for us to receive and process that item according to our agreement (the order you placed). Further, you are promising to protect us from and make compensation to us for any negative consequences we incur as a result of relying, in good faith, upon your express and/or implied declarations.
The indemnity clause exists for our protection and for the protection of our affiliates and representatives. It is necessary because we are not in a position to verify each and every claim; thus, we must transfer and/or distribute the burden to the respective parties who can.
4.7 Can I reproduce Digi-Source products?
If the product is a pattern, you may reproduce it for personal use only. In other words, you may reproduce a pattern you have purchased from us if you, and only you, will make use of all copies of the pattern, including the original. You must not reproduce the pattern for any other purpose, including distribution to others or for resale, without our express written consent.
You must not reproduce any other Digi-Source product without our express written consent.
However, you may use our pattern products to create an unlimited number of actual stitcheries, whether for personal or commercial purposes. The key restriction here is that you must not distribute the pattern itself, including related materials, because they are Digi-Source products. In other words, you may use our products to create stitcheries that you may freely distribute and/or offer commercially, as long as you do not distribute our products directly.
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