Here are some answers to common support questions. 

If you can't find the answer you are looking for contact us with your order number and we'll get back to you ASAP.

 


Q. Where can I download my digital goods?

A. We've made it super easy to download your goods as soon as your order is placed or find your download link again later if you lose it. Your download link can be found in any of the following 3 locations: 

1. ON THE ORDER CONFIRMATION PAGE
Your download link appears on the Order Confirmation Page immediately after placing your order.

2. IN YOUR ORDER CONFIRMATION EMAIL
You'll find you download link at the top of your Order Confirmation Email. If you paid with PayPal your Order Confirmation will be sent to the email you use to login to your PayPal account so be sure to check there also. 

Occasionally, Order Confirmation Emails will go missing or get filtered into your junk folder. Try searching your email for the subject line "Order #TGTS".

3. IN YOUR CUSTOMER ACCOUNT
If you have registered for a customer account, login and click your order number (#TGTSXXXX). You will find the "Download Here" link under the product title. 

If you've previously checked out as a guest without registering an account, you can register a new account using the same email address you made your previous purchase with. Our system will automatically save your order history and download links to the new account. 

 


Q. Can I get an offical invoice / receipt for my taxes. 

A. Absolutely. You can download a detailed invoice PDF from the link at the bottom of your Order Confirmation Email.

All invoices are in US Dollars. We apologise that we are unable to supply invoices in your local currency. 

EU Customers note: Our invoicing system does not currently allow for the inclusion of customer VAT numbers on our invoices. You are not required to display your VAT on receipts or invoices from non-EU suppliers.


Q. When I try to open the .Zip file it converts to a .CPGZ file and won't open. What's the deal with that?

A. A CPZG file extension indicates an incomplete or partial download caused by interruption to your internet connection (for example, if your ISP has a brief outage or your computer goes to sleep during download). Try downloading again ensuring you have a good connection and your machine does not go to sleep during the process. 

Using a download manager can help minimise any problems downloading large files, allowing you to pause/resume the download. Download here For Chrome or Firefox. If you're a Mac user, you may also like to try installing The Unarchiver for unzipping the file rather than OSX's Unarchive utility. 



Q. I'm running CS5 or lower Adobe Applications, will your products work?

A. Our Brushes, Smart PSD's and Vector Patterns Swatches are optimised for CS6 and up only. You will have no problem using the .tif texture images in our texture packs but you may experience slow performance with some of our more detailed halftone vectors. This will depend on your processing power and RAM. Earlier versions of Photoshop will not be fully compatible with our 5000px brushes or smart PSDs. If you experience compatibility problems contact us with your order number for a full, no questions asked refund.



Q. My product won't work/open/install. Can you help?

A. Definitely. If you are having difficulties with a brush or vector pattern installation, please first verify that you are running CS6 or higher Adobe applications as our products are not optimised for use with lower versions then contact us with your order number, a description of the problem, the version of Photoshop or Illustrator you are using along with any screenshots that would help describe the issue you are experiencing. 



Q. Do I need a desktop or laptop computer to install Procreate Brushes on my iPAD?

A. Yes. Your ProCreate brushes are delivered in a .zip file and must be uncompressed (unzipped) before they can be installed on your iPad.

Currently there is no way uncompress a .zip file on an iPad either via iOS or via any 3rd Party App.

Related: How To Install Brushes in Procreate 4.

 


Q. I emailed a support question. When will I hear back from you? 

A. We respond to most support questions received during regular studio hours however depending on the day of the week and your location it may take up to 48hours to address your enquiry.
  
Customer support is based in Los Angeles
Our studio hours are:
Monday to Friday.
9am to 6pm PST

Whilst we aim to please with product troubleshooting and installation support, we apologise that we are unable to respond to individual requests for texture effects coaching or general design, illustration and software advice.



Q. You supply your bitmap textures as flattened 1 Bit Tiff files. Why is this?

A. There's a couple of reasons for this.

1. QUALITY
To ensure your textures are the highest quality possible with no grey pixels and only a single black channel. All of our bitmap textures are supplied at 1200dpi. This format vastly reduces files sizes for delivery, and on your hard drive. 

2. WORKFLOW
By supplying as bitmap tiff files, your textures are ready to be placed directly into your Illustrator files (or InDesign files) where can you work with them transparently, apply colour, use as background textures or mask them into specific sections of your artwork. No need to flatten transparent PSD's or PNG's and save duplicate files in separate folders. For those who apply their textures in Photoshop it's as simple as copying and pasting the black channel into your photoshop artwork file. Every texture pack includes a handy Photoshop action to automate this process. 



Q. Some of your Photoshop Brushes are .abr files whilst others are .tpl files. Why?

A. We use .abr brush files for most of our brushes. However, some brushes (such as our Lithotone Gradient Brushes and Beat Tones Halftone Shader Brushes use custom blend modes and flow settings that require them to be saved as Tool Presets. 

If you're using Photoshop Creative Cloud 2018 or higher, you can now import .tpl files directly into your Brush Preset Picker. 



Q. I'm new to this. How do I add textures to my work.

A. There are almost limitless ways to add texture to your design and illustration work. Andrew Fairclough's Skillshare class True Grit: Handmade Textures & Halftones For Designers & lllustrators is a great place to start for a broad overview of creating, processing and applying textures to your work.  



Q. Can I get a refund?

A. Of course. If you don't like your product, it doesn't do what you thought it would, or if it doesn't suit your style of work, contact us with your order number for a no-questions asked refund. Please allow up to 7 days for processing from the time of your refund request. 


Q. Can I use your products in commercial projects or products for sale. 

APlease do. For physical products for sale, the only stipulation is that your design must add value to the original texture or asset. i.e. must be used as part of a larger creation, not be the entire creation itself. 

Our products cannot be re-sold (or offered for free) as part of a downloadable resource in whole or in part without prior written consent. 

Check our Licence Agreement here.


 Q. Can I install my product on multiple computers for use by multiple users.

AEach purchase is for one user on one computer only. You must purchase a new copy of the product for each and every user. Check our Licence Agreement here for usage restrictions. To enquire about discounted studio pricing for more than 10 users contact us.
 

Q. Can I share my purchase with a friend, resell it or distribute via download on a blog, or torrent site?

A. No. Files are digitally watermarked and traceable right back to the original purchaser. We live by a 'made by artists, for artists' ethos and by illegally re-distributing our product, you are not only giving away your own competitive advantage for free, you're devaluing the work of a fellow artist. This is also why we keep our prices low, selling entire packs of XXL resolution textures for less than you could buy single low-res texture from regular stock libraries.