Support/Contact
Download Re-set Fee
We are now charging a $25 download link reset fee for expired and lost files. Please note, that over the course of months, designers retire, products retire, and files may not be available anymore. We suggest making appropriate backups of all files you purchase right away. There is no exception for this new policy. We appreciate your cooperation and understanding.
WE DO NOT OFFER PHONE SUPPORT OR EMAIL SUPPORT. Please read below, then click on the link to submit a support ticket through our system. You will need to reply to any responses within the support ticket system, not email. Thank you for your attention to this.
BEFORE you contact us through the Support Ticket system, PLEASE check the Frequently Asked Questions (FAQ) section of our forums for a possible answer. 99% of your questions can be resolved by going there and not waiting for a response. Support is handled during daylight hours Monday through Friday and answered within 48 hours. We are closed weekends and holidays.
DO NOT REPLY TO YOUR SALES RECEIPTS EMAILS! These email receipts are not reviewed by anyone on our staff. This is an email account set up to work with our PayPal account. We do NOT review any emails through here due to the high volume of sales that come through our system. Include your sales invoice number when using our ticket system to avoid delays. This is not the same as your PayPal transaction number. You can find this number by reading the FAQ section above for instructions on how to login and review your orders.
We also do not provide phone support. Please use the ticket system through the link below. Once we reply to your ticket, you will need to log back into the system to reply. This allows us to track conversations between you and our support staff in a threaded format, so nothing is missed and any one of our team members can assist you.
If your zip file appears corrupt, PLEASE TRY AND RE-DOWNLOAD IT AGAIN and test. Sometimes, it’s a hiccup in the system. If you try it multiple times, you may avoid delays in getting your products. This happens when there is a large amount of people on the site downloading their products at once. DOWNLOAD DURING SLOW TIMES (nights and early mornings).
There are known issues with Internet Explorer. We will recommend you try using Chrome, Firefox, or Safari instead to see if that resolves the issue. 9 times out of 10, it does. IE is just buggy with our shopping cart.
Having COUPON CODE problems?
1 – you MUST be logged into the system to use your code.
2 – you apply it when you ADD an item to your cart – at the bottom of the screen, NOT at checkout in the gift certificate area
3 – coupons cannot be extended for ANY REASON if you miss the expiration date/time. Our server is on the CST time zone – and ends according to that time zone.
4 – codes ONLY apply to that designer’s products that gave it to you.
If you do not hear from us within 48 hours, please check your spam folders or login with your email/ticket number in our system.
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We now have a 3-person tech support team here at Pink Ink Studios. Not all of our team is versed in every situation, so please still allow up to 48 hours for a complete response to your issue. Please use our new ticket system through this link:
http://pinkinkstudios.net/helpdesk
