Frequently Asked Questions
What Countries can buy from JulaBay.com?
Jula Bay Design Studio only offers sales to Canada and USA to fulfill our legal rights on sales tax collection. We redirect all other sales to our Etsy Shop which can handle taxes for these countries.
How long will it take to get my files?
Files are delivered to you via email immediately after your payment has been successfully processed. Please check your Junk email if you have not received the files within 5 minutes of purchasing. You can also log into your account if you made one at checkout and download your files there.
What are your office hours?
My business hours are Monday – Friday 9am – 3pm Mountain Time I do not work on Stat Holidays. I’m often on my phone but I may not respond to you until my next business day. Many people this day and age expect immediate answers, and I do try to answer questions as quickly as possible, but please do not be upset if you don’t get an answer before the next business day. I have a life too outside of my work 🙂 Thanks for your understanding.
What is a ZIP file?
A zip file is a compressed folder, you will have to download the file onto your computer and extract the files. Please google how to do this on the type of computer that you use. You cannot use a tablet or a phone to download our files.
What currency will I be charged in?
I am a proud Canadian, and our pricing is all in Canadian Dollars. When you pay outside of Canada, your credit card of paypal account will convert to your own local currency. Please check online to price convert, US for example, will pay LESS in USD than our pricing shown. Your credit card or paypal will have a small conversion fee, it is best to look at your agreements with them to determine what it is.
Do you have any coupons?
You can sign up for our newsletter on the home page to receive a coupon for a discount on your first purchase. If you purchase 3 or more items, you will receive our automatic discounts which will be higher than this coupon amount, so the coupon will not be used. We also at times have sales throughout the year which we inform people of via our Facebook Group and our Email list.
Where is your Licensing information?
Our license and terms of use is found here.
How can I print your PNG files?
You must use external software to print these designs, possibilities are Adobe Photoshop, Affinity Designer, Adobe Photoshop Elements, Corel or Free Silhouette Design Studio. You can use any photo editing software of your choice to print and size designs. We cannot provide technical help on printing or sizing designs. There are many tutorials online that can help with these sorts of questions. Microsoft Word tends to cause issues when mirroring and attempting to print transparent PNG files that are large, please choose something different. It is a text editor not a photo editor.
I'm opening my PNG in Silhouette Studio and part of the background is not showing up, or it hangs, help!
Turn off the auto-trace feature in Silhouette. It cannot trace transparent portions of a PNG, so you will lose your background. As this feature changes, please use google to search how to turn off silhouette studio auto trace feature.
If you are printing a PNG in Silhouette Studio, turn OFF Autotrace before you open the PNG. Very large PNG files and ones that are somewhat watercolor with some trasnparency, or are very large will hang silhouette. Under Edit->Preferences->Import->PNG Autotrace needs to be UNCHECKED.
Help I can't download my file on Etsy!
To download your file from your Etsy account, you need to log in to your account, click on Your Name in the top right corner, find your order, and click download files. Etsy doesn’t give you the download files option from their mobile app, so you will have to do on a computer or in a browser on your tablet/phone. You can click here for a short cut! https://www.etsy.com/your/purchases
I bought a PNG file, why am I getting a ZIP file or a PDF?
Your files come in a .zip file which is a compressed file with many files inside of it, make sure you UNZIP your files before you use it. Your files you need to use will be in the unzipped folder! You can use google search on how to unzip a file for your specific type of computer/device, it gives you step by step instructions if you don’t know how to. This is the industry standard way on delivering digital files to you. When we want to deliver large bundles on Etsy, we sometime send you a PDF which will have a link in it (button) to click to get the ZIP file from WeTransfer as Etsy only allows for such small file sizes.
Help I got the wrong file!
I’m human, and at times I upload the wrong file by mistake! If you happen to get the wrong file, please message me and I will fix as soon as I can get on my computer, and as a bonus you get to keep the file I uploaded by mistake! I do check my files for quality and usability before I post them, occasionally I miss something that you might spot first, if you do please contact me, I will fix as my #1 priority.
I don't know how to get my PNG working in my Software! Help
If you are having software problems with the file, please check the FAQ first. Example if Silhouette Studio is hanging when you open a PNG file, it is because you have Auto Trace on and it must be turned off before you load in large printable files with jagged edges. Google also has endless answers, at all hours of the day. I do not know all software applications and I cannot provide specific software help to you, but I do record any questions that I do know that may cause you issues in my FAQ. Google is your friend! I’m a digital designer, you purchased digital designs from me, I cannot support various software platforms, you must know how to use your software. I can provide tips and tricks if I have any, but google will be your quickest resource.