Frequently Asked Questions

What formats do you offer?

We offer Art, Dst, Exp, Hus, Jef, Pcs, Pes, Sew, Shv, Vip, Vp3 and Xxx. Some of our earlier collections and all our retired collections are not available in Exp, Shv and Vp3 formats as they were created before these formats were introduced to the market.  Please note that Sew and Pcs formats are not avaliable for the 5x7 designs. In this case and where we offer both the 4x4 and 5x7 sizes in a set, you will receive the required format in the 4x4 size and Pes in the 5x7 size. If you are not sure of your format, please have a look at my embroidery tips page to get a guide as to what your format may be (it is also recommened that you also check your manual).

Do you provide Color Charts?

Depending on the age of the collection, different formats of color charts are included.  Our most collections include PDF color charts. In our early days, we included JPEG color charts.  And some of our very early collections include txt documents.  Our processes have changed over time with changing technology and managing file sizes with changes in internet speeds.

Are embroidery designs manually digitized?

Yes, all designs are manually digitized to provide you with the highest quality design.  Our commitment to you as a customer is to provide you high quality embroidery designs with minimal jumps, no gaps and an overall high quality stitchtout.

Are designs test stitched?

Yes, all designs are test stitched a number of times prior to release. All feedback from test stitchers is seriously considered and incorporated into the designs.  Nearly all our images on our website to show the designs are actual scans of tests performed prior to release.

Why is there a download limit and what do I do if I reach it?

We have an initial download limit of 10 downloads per order.  A limit is in place to prevent people sharing download link emails and not to prevent you accessing your order.  Sadly, there are people out there who break the rules and share designs so a download limit is one way we can protect our rights as the intellectual property right holder.

If you reach your download limit on an order and try to download again, a form will pop up to request more downloads on your order.  Simply just fill in the form to request more.  Or of couse you can email us and ask for more too.  Once we recieve the request, we will review your download history and if no unusual activity is noted (ie downloaded in multiple states/countries etc) then we will add more downloads to your order.  Please note that we try to do this as quickly as possible for you but it can take some hours due to time zone differences or other commitments (but we do try to get them done in 24 hours but mostly it is much quicker).  And we are happy to add more downloads time and again as you need them.

Where do you get your artwork?

We have spent a lot of time, effort and money in searching and commissioning illustrations from exceptionally talented illustrators all over the world.  In some cases, we use our own art as well.

Where we use an illustrator's or graphic artist's work, we have purchased the appropriate license to digitize their work.  Some are from illustrators we have sought to be exclusive to Bunnycup and we have licensed the right to use that artwork solely for use by Bunnycup Embroidery or hold a worldwide exclusive embroidery license.

Some of the licenses that we do have are non-exclusive licenses and consequently you may see other digitizers that have some of the same work. However,the majority of our licenses are exclusive to Bunnycup Embroidery.

Can I use the images that you have of your designs on other projects such as cards and scrapbooking?

As our artwork is licensed mostly from professional illustrators for embroidery only purposes, you may not use our web images for other purposes such as cards or scrapbooking. We have enabled no right clicks on our website pages to prevent images being downloaded for this purpose. Some of the illustrations we may use may be licensed to greeting card or scrapbooking companies and using the images without license or permission may be a breach of copyright policy.

If you have a boutique embroidery business and use our designs under our terms and conditions for completed items for sale and would like to display our web images on your website to your customers, then please email us for permission and for our records.

How do I pay?

You can pay by credit card or PayPal. When you have added your designs to the card just choose how you wish to pay from the selection list. PayPal payments are processed by PayPal. You will be transfered to their site to securely complete your payment before being returned to the Bunnycup website for file download.

Please also note that with technology, sometimes your order will not process for some reason. It is unlikely that this is a result of the site. What we suggest is that you close your current internet browser and open a fresh one and replace your order. If this fails try again in a little while and if you can not still place your order, please email us for our assistance.

What currency is the advertised prices/sales in?

All prices noted on this site are in US dollars.

Please note that while we are a global business with a presence and staff in the US, we are ultimately based in Australia.  Depending on where you are located and your bank/card provider, your bank might charge a small foreign transaction fee (usually 1 - 2%) as the transaction is outside of your country.  This is not charged by us but rather your bank.  We implemented a 10% loyatly program to assist with the additional fees, which covers the small percentage plus an additional substantial credit back for repeat customers.  

Can I pay by Credit Card?

Yes. We accept American Express, Diners Club, Discover, JCB and Visa.

Don't have a PayPal account? 

Use your credit card or bank account (where available). Continue.

All you have to do is click on the continue link and it will take you to a page you can pay directly with your credit card without having a paypal account. 

How are my designs delivered?

Your designs will be delivered by instant download. Once you enter your payment details in, you will see a button marked complete order. Click the complete order button to instantly download your designs. You will also receive an email with your encrypted download links included. We also have a log in area called club Bunnycup accessible in the main menu that you can log into and access your orders at any time.

How long will it take for me to receive my designs?

Once your payment has been cleared your embroidery files are available for immediate download. Once you are returned to the Bunnycup website the download links are displayed. In addition an email is sent to your nominated email address containing the links so that you may download the files again in the future in case you lose your files.

Some email servers do not read the download links email (primarily yahoo, aol and hotmail). It is recommended that you download your designs at the time of purchase if you use one of these email servers. If your download link does not work and you need to download the designs, please email and we will send you the files as attachments to emails.

What if I do not receive my designs?

If for some reason you do not receive you designs, please email us at [email protected].

I have not received a response to my email. Why have you not responded?

We do answer all emails as promptly as possible and usually within an hour of receiving them. Sometimes due to time zone differences or perhaps because your email requires extra work such as reprogramming it may take a little longer. If you can please allow up to 24 for hours for a response (although usually your email will usually be answered within 1 - 12 hours).

Also, many email providers and particularly free email providers have aggressive spam filters and may filter our emails to you into your spam box. Please do check your spam box for emails from us, particularly if you use Yahoo before re-emailing us. There is little we are able to do to ensure that our emails do not end up in your spam box and if they are and you are not checking your spam box regularly we are then not able to let you know.

Please also remember that email is not infallible. From time to time, emails do get lost in cyberspace, internet connections do not always work, email servers may be down or for many other reasons your email may not be received by us and visa versa. In this case, we may not have received your email or you may not have received our response and we suggest just resending your email.

What happens if my order is not correct?

If for some reason you receive the wrong order, please email us and we will resend your order.

Do you supply your designs on CD?

We are happy to put your designs on CD and send them to you for an additional charge of $8 per CD (you get your entire order on CD for the one charge).  An option is avaliable in the cart to purchase your designs on CD.

Do you offer custom digitizing services?

We do not offer custom digitizing services. This includes resizing of designs for your custom requirements.

May I resize your designs?

You are welcome to resize our designs to your requirements. However, as a general rule we do not recommend resizing designs greater than 20%. We do not perform resizing for your custom requirements.

If you are looking for a good quality, affordable customizing software to resize designs, we recommend Embird which can be purchased at Embird has a fully functional and downloadable demo that can be downloaded at their website. There are also many free tutorials that can be found at their website including information on design resizing.

The quality of the design may also be altered when resizing a design, so we do not take responsibility for the quality of the resized design which can be effected by the software used to resize the designs and the experience and knowledge of the person doing the resizing.

With our more newer designs, we do include EMB files that can be resized with the free Wilcom Truesizer program that you can download here.  The EMB are object files that are Wilcom output files.  When you resize wtih Truesizer, it will perform and accurate resize and maintain the design integrity such as density.  This is unlike resizing in another program as when you use a stitch file, it will resize the stitch file, but not all the data held in the object file converts to a stitch file that can be read by a third party embroidery program.  So for resizing purposes, you will get a perfect resize with using Wilcom Truesizer and the EMB files (but please keep in mind keeping it sensible too - resizing satin stitch may be an issue if you are overdoing the the resize).

Please note not all our designs do include EMB files as again, we have not always used the same software.  All our more recent collections do have them available though.  The general information on the set page will state if EMB files are included in the download.

What is your refund policy?

Due to the nature of embroidery software, we do not offer refunds or exchanges.  All designs have been test stitched a number of times prior to being offered for sale.  We will however refund should you purchase a CD and the CD is either damaged or faulty on arrival.

What if I have any other questions?

If your question has not been answered here, please email us and we will get back to you ASAP.  Our one concern is making our customers happy - so we are more than happy to help in any way we can.  Email: [email protected] .

What are your terms of use?

Designs can be used on items to be sold as long as long as you do not mass produce. Designs (either purchased or free) can not be sold, traded, shared or included in another design package, including copying with intent or sharing with friends or family.

If you are a home crafter and stitch the designs yourself for sale (ie on ebay, through a website, at markets, or in craft shops), I do not consider this mass producing and I fully encourage the use for these purposes. Plus, if you get a chance, I would love to see what you do with the designs and post a link to your site or ebay shop!

Please note that copying embroidery designs or sharing them is a copyright violation and consequently is illegal. This is irrespective of whether you purchase the design or download a sample. You merely have a license to use the software/download in accordance with my terms. However, you are allowed to make one copy for back-up purposes. You are also allowed to customise designs for your personal use, but you must not offer customised embroidery design files for resale (only on hand finished products) or claim it as your own.