Digital Products

Digital Product Help

Ember & Veil digital products are designed to be easy to access, download, and use across common devices.

This page explains how digital delivery works, where to find your files, how to use them, and what to do if something goes wrong.

How Digital Delivery Works

Digital products are delivered electronically after your payment is completed.

Depending on the product and delivery app used by Ember & Veil, your download link may appear:

on the order-confirmation page
in a separate download email
in your customer account, when available

Digital purchases do not include a physical item unless the product description specifically says otherwise.

When Will I Receive My Files?

Most digital files are available within a few minutes of purchase.

Occasionally, delivery may take longer because of:

payment processing
email filtering
server delays
incorrect email information
unusually high order volume

Please allow up to 30 minutes before contacting us.

I Did Not Receive My Download Email

Please check:

spam
junk
promotions
updates
filtered folders

Search your inbox for:

Ember & Veil
your order number
download
digital delivery

Also confirm that the email address entered during checkout was correct.

If you still cannot locate the email, contact us with:

your full name
order number
email address used at checkout
product purchased

We will help you regain access.

My Download Link Is Not Working

First, try the following:

Refresh the page.
Open the link in a different browser.
Disable private browsing.
Try another device.
Confirm that your internet connection is stable.
Download the file directly rather than previewing it inside your email app.
Check whether your device has enough available storage.

If the problem continues, contact us and include a screenshot of the error message when possible.

The File Will Not Open

Most Ember & Veil digital products are provided as PDF, ZIP, JPG, PNG, or other commonly used file types.

You may need:

a PDF reader
a file-unzipping app
a compatible note-taking app
updated device software

For PDF files, Adobe Acrobat Reader or the built-in PDF viewer on most phones, tablets, and computers should work.

For ZIP folders, the contents must usually be extracted before the individual files can be opened.

How to Open a ZIP File

On iPhone or iPad

Open the Files app.
Locate the downloaded ZIP folder.
Tap the folder once.
A new folder containing the files should appear.

On Mac

Double-click the ZIP folder.

The files will automatically extract into a regular folder.

On Windows

Right-click the ZIP folder and select:

Extract All

On Android

Open the file through your device’s Files app or a compatible file-management app, then select the option to extract or unzip.

Can I Use the Files on My Phone or Tablet?

Many Ember & Veil digital products can be viewed on:

smartphones
tablets
laptops
desktop computers

Some files may also be imported into compatible note-taking or annotation apps.

Please review the product description for information about:

Goodnotes compatibility
fillable fields
hyperlinks
mobile layout
printable format
tablet orientation

Not every PDF is interactive or editable.

Can I Use the Product in Goodnotes?

Some products may work well in Goodnotes or similar note-taking apps, even when they are provided as standard PDFs.

To import a PDF into Goodnotes:

Download the file to your device.
Open Goodnotes.
Choose Import or New → Import.
Select the downloaded PDF.
Use a stylus or text tools to write on the pages.

Unless the product specifically states that it is a hyperlinked digital planner, navigation tabs and interactive links may not be included.

Are the PDFs Fillable?

Some Ember & Veil products may include fillable text fields.

Others are designed for:

handwriting
tablet annotation
printing
reflective reading

The product listing will state whether the PDF is fillable.

If a PDF contains fillable fields, it may work best when opened in Adobe Acrobat Reader rather than inside a browser window.

How Do I Print My Digital Product?

For best results:

download the file before printing
select Actual Size or 100%
confirm the correct paper size
use high-quality print settings
select borderless printing when appropriate
print a single test page first

Common paper sizes may include:

US Letter
A4
5 × 7 inches
8 × 10 inches

Check the product description or included instructions for the intended size.

Why Do the Printed Colors Look Different?

Colors may appear different because of:

screen calibration
printer settings
ink quality
paper type
home versus professional printing

This is normal.

For the most accurate and polished result, consider using:

heavyweight matte paper
premium cardstock
a professional print shop
high-quality color settings

Can I Print the Product More Than Once?

Unless otherwise stated, your purchase is for personal use and may be printed multiple times for your own use.

You may not:

distribute copies
give files to others
sell printed versions
upload the files online
use the product for commercial resale
include the files in paid memberships, classes, or client materials

Commercial use requires written permission or a separate license.

Can I Share the Files With a Friend?

No.

Each purchase is licensed to the original buyer for personal use only.

You may purchase a separate copy as a gift when that option is available.

Sharing, forwarding, copying, uploading, or redistributing digital files is not permitted.

Can I Use the Product With Clients or Groups?

Not unless the listing includes a professional-use license or you receive written permission from Ember & Veil.

Personal-use products may not be reproduced for:

therapy clients
coaching clients
workshops
retreats
support groups
classrooms
paid communities
professional programs

Please contact us to ask about group or professional licensing.

How Many Times Can I Download My Files?

Download limits may depend on the delivery system used.

We recommend downloading your files promptly and saving a backup copy in a secure location, such as:

Google Drive
iCloud
Dropbox
an external hard drive
your personal computer

Ember & Veil cannot guarantee permanent access to download links indefinitely.

I Accidentally Deleted My Files

Check:

your Downloads folder
your Files app
cloud storage
recently deleted files
the original delivery email

If you still cannot locate the purchase, contact us with your order details.

We may be able to restore access after verifying the order.

Can I Return a Digital Product?

Digital products are generally final sale because they are delivered immediately and cannot be physically returned.

Refunds are not typically offered for:

accidental purchases
change of mind
failure to read the description
device incompatibility
lack of printing access
dissatisfaction with the content
preference for a different format

Please contact us if:

the wrong file was delivered
the file is corrupted
the download link is broken
the product is materially different from its description

We will review legitimate technical issues and work toward an appropriate resolution.

I Purchased the Wrong Digital Product

If the file has not been downloaded, we may be able to review available options.

Once a file has been accessed or downloaded, the purchase generally remains final sale.

Can I Exchange One Digital Product for Another?

Digital exchanges are not guaranteed.

Because access is usually delivered immediately, downloaded products cannot normally be exchanged.

Please review product titles, descriptions, file formats, and included materials carefully before purchasing.