Help & FAQ

The customer area lives at the top of every store page - click Customer area in the header. It is your personal dashboard where you can view your orders, downloads and (if enabled) subscriptions.

Click Customer area at the top of the site, enter the email address you used when ordering, and click the login button. We email you a secure login link - open it and you are straight in. No password to remember.

If the email does not arrive within a few minutes, check your spam or junk folder and try again.

First check your spam or junk folder - download emails sometimes land there. If it is not there:

1. Free download: go back to the product page and enter the same email address again. If you have already claimed that product we simply email the link again, and it does not use another free download slot.
2. Paid order: log in to the Customer area and open Your library, or use Lost your download link? Recover it here with your order number and email.
3. Check the email address you entered for typos - a wrong address means the download goes to somebody else.
4. Still stuck? Ask us through the help chat and we will sort it out.

Click the ? bubble in the bottom-right corner of any page to open the help chat. Type a question and it will search the help articles for an answer. If you need more help, click Ask us a question and fill in your name, email and question - it is sent straight to our team and we will reply by email.

Your email is how we send your download links, receipts and updates. Free downloads are emailed to the address you enter, and paid orders use the same address for the receipt and customer area. Double-check the address before submitting - a typo means the download goes to the wrong inbox.

There are three easy ways to get an answer:

• Search the help articles - use the search box at the top of this page, or the ? bubble in the bottom-right corner of any page.
• Ask us a question - open the ? bubble, type your question, then click Ask us a question and fill in your name, email and question. It is sent straight to our team and we reply by email.
• Check your customer area - log in with your email address to see your orders, downloads and review credits.

If your question is about a payment or a download, please include your order number (it is on your receipt email) so we can find it quickly.

You can claim up to 2 free products every 7 days using the same email address.

The limit runs on a rolling 7-day window rather than a calendar week, so as soon as your oldest free claim is 7 days old that slot frees up and you can claim another free product.

Good to know:

• Asking for the same free product again does not use a second slot. If you have lost the email, enter your address on the product page again and we will send the link again.
• When you enter your email on a product page it shows how many free claims you have used and the date your limit renews.
• If both slots are used, an approved review earns you one extra download - see How do I earn extra free downloads?.

Every approved review you write earns you one extra free download.

How to leave a review:

1. Open the product page for something you have already downloaded or bought.
2. Scroll to the bottom and fill in Leave a review - your name, email, a star rating and your comments.
3. Click Submit review. Reviews are checked before they go live, and your email address is never shown publicly.

You can also review anything in your library from the Customer area - log in with your email address and open Your reviews.

Good to know:

• The credit is added when your review is approved, and it is one credit per review - each credit is used up when you spend it, so keep reviewing to keep earning more.
• Credits belong to the email address used on the review.
• Reviewing is optional - you still receive your 2 free downloads a week either way.

Free downloads are limited to 2 per week per email address to keep things fair, fast and useful for everyone.

• Fair for everyone: the free library stays available to as many people as possible.
• No bulk downloading: it stops the whole catalogue being pulled down in one go.
• Stays fast: it protects the servers so downloads keep working smoothly.
• You can earn more: every approved review gives you one extra download.

If you have reached the limit, the product page tells you exactly how many days are left until another free download unlocks.

Every order gets a secure download page - open the link from your email and you will see all your files with their sizes, a Download all (ZIP) button, and a countdown showing how long the link stays valid.

Everything you have access to also lives in your Customer area (top of the site) under Your library:

• Open download page - takes you to that product download page while the link is valid.
• Regenerate download link - for paid orders whose link has expired.
• Back to product - for free items whose link has expired (see below).

For free products: enter your email on the product page and click the button - your download link is emailed to you immediately.

For paid products: complete checkout and your download link is emailed to you automatically after payment. You can also open it from the Customer area at any time - every product you have access to appears in Your library.

Open your download email and click the download link, or go to the Customer area → Your library and click Open download page on the product.

The download page shows every file with its name and size. Click Download next to a file, or click Download all (ZIP) to grab everything at once.

You can re-download a paid product at any time:

1. While the link is valid: open it from Customer area → Your library, or use Resend download links by email on the download page.
2. Once it has expired: open Customer area → Your library and click Regenerate download link, or use Lost your download link? Recover it here with your order number and email.

Free downloads work a little differently: a free product is a limited-time offer, so we cannot promise it will still be available later. If its product page is still live, enter your email again and we will send a fresh link - it does not use another weekly slot.

Download links for paid orders stay valid for the time shown on your download page (normally 7 days). If a paid link expires you can always get a fresh one:

1. Open the Customer area → Your library.
2. Click Regenerate download link on the product, or use Lost your download link? Recover it here with your order number and email.
3. A new link is emailed to you and appears in your library.

For a free download, open the product page and enter your email again. If the free offer is still running you will get a fresh link straight away; it does not use another weekly slot. Free products are a limited-time offer, so we cannot promise they will still be available later.

Yes - as long as the link is still within its time limit and download limit (normally 7 days and 10 downloads). Your download page shows the expiry countdown and how many downloads you have used.

If you run out of downloads on a paid order, click Regenerate download link in Your library for a fresh link with a reset limit.

If you run out on a free download, open the product page and enter your email again - as long as the free offer is still running you will get a fresh link, and it does not use another weekly slot.

Paid orders can always get a fresh download link:

1. Open the Customer area (top of the site) → Your library.
2. Click Regenerate download link on the product, or use Lost your download link? Recover it here.
3. Enter the order number from your payment receipt (for example 1234) and the email address you paid with.
4. Click Email my download link - a fresh link is emailed to you straight away and appears in your library.

Free downloads are a limited-time offer and cannot be reissued from the customer area. If the free product is still available, open its product page and enter your email again for a fresh link.

Every download link has a time limit and a download limit. Your download page shows both, including a live countdown to expiry.

• Time limit: paid links normally stay valid for 7 days. The download page shows the exact date and time.
• Download limit: normally 10 downloads per link. The page shows how many you have used.

Paid orders: you never lose access. Open Customer area → Your library (or How do I recover my download link for a paid order?) to get a fresh link with a reset limit.

Free downloads: the link lasts as long as the download page says. If it has expired and the free product is still on offer, enter your email on the product page again and we will send a fresh link.

PDFs open in any modern browser - just click the file after downloading (or open it from your downloads folder).

On a computer: double-click the file - it opens in your browser, Adobe Reader or your system viewer.
On a phone or tablet: tap the downloaded file, or open it in the Files app (iPhone/iPad) or Downloads app (Android).

Open the PDF, then look for the printer icon or press Ctrl+P (Windows), Cmd+P (Mac), or the share/print option on a phone or tablet. Choose your printer, set the pages you want, and print.

Tip: for printable posters, set your printer to Actual size or 100% and choose portrait orientation unless the file says otherwise.

EPUB files need an ebook reader app - they will not open in a normal PDF viewer.

iPhone/iPad: Apple Books opens EPUBs - tap the file and choose "Copy to Books".
Android: use Google Play Books or an app like ReadEra.
Computer: use Calibre (free) or the browser extension EPUBReader.

Note: this store currently delivers printable PDF packs; EPUB versions will appear here if we add them for a product.

EPUBs are designed for reading on screens, so printing them directly is awkward. The easy way: open the EPUB in a reader, then either:

1. Export it to PDF first (Calibre can convert EPUB to PDF in one click), then print the PDF; or
2. Copy the pages you need into a document and print those.

If a product offers a printable PDF version, that is the file to print.

Everything - your downloads work on Windows, Mac, iPhone, iPad and Android. Download the file once and it is yours. You can store it in cloud storage (iCloud, Google Drive, OneDrive) so you always have it, or print a copy for home.

Check the note on your product page - most printable packs include a commercial-use clarification near the checkout. As a general rule: you may print and use the materials with your own clients, residents, members or classes, but you may not resell, redistribute, upload, share or repackage the original files.

Three settings fix almost every printing problem: print at Actual Size, with Print as Image switched on, on Letter (8.5 × 11 in) paper. If any one of those is wrong you can end up with blank pages, shrunken pages, or the printer working through a whole ream of paper.

1. Open the file in a PDF reader, not the browser
Adobe Reader is free from get.adobe.com/reader. Printing from Chrome, Edge or Safari often produces blank pages, repeated pages or the wrong scale, and browsers can silently swap A4 and Letter.

2. In the reader, open File → Print and set:

• Pages: Current page while you are testing
• Page Sizing & Handling: Actual Size, with Fit and Shrink oversized pages off
• Orientation: Portrait, unless the page you are printing is landscape
• Paper size: Letter (8.5 × 11 in). A printer set to A4 while Letter paper is loaded can misfeed and retry sheet after sheet
• Advanced → Print as Image: ON. This clears blank pages on many HP, Brother and Canon printers

3. Print one page first
Check the size and margins on a single page before sending the whole file, especially with a new printer or a new paper size.

If you only get part of the page, or a small image
The file is being scaled: set Page Sizing back to Actual Size and make sure the paper size in the print window matches the paper in the tray.

Why a whole ream can disappear

1. Printing from a browser instead of a PDF reader
2. Printer set to A4 while Letter paper is loaded
3. "Fit to page" or "Shrink to fit" left switched on, which rescales the file and can add pages
4. "Print all" chosen when you only wanted one page

Still stuck? Send us the file name, your printer model and what you are seeing (blank, tiny or repeating pages) through the help chat and we will sort it out.

Download all (ZIP) on a download page packs every file in that order into one ZIP folder. Your device normally opens ZIP files itself - double-click or tap the file to unzip it.

On a computer:

• Windows: double-click the .zip file, or right-click it and choose Extract All.
• Mac: double-click the .zip file and it opens as a folder next to it.

On a phone or tablet:

• iPhone / iPad: open the Files app and tap the .zip file - it unzips into a folder in the same place.
• Android: open the Files (or My Files) app, tap the .zip file and choose Extract.

You can also skip the ZIP and download each file individually from the download page.

Log into the Customer area - your dashboard lists your recent orders and their status:

• Pending - payment is still being processed.
• Completed - payment received, your download is ready.
• Refunded - the payment was returned to your card.

If you paid but do not see an order, check which email address you used at checkout - your orders are tied to it.

First, check the Customer area - your order and download link should be there. If it is not, check your spam folder for the receipt email, then use Lost your download link? Recover it here with your order number and email. If it still is not there, contact us with the order number from your bank statement and we will sort it out.

For one-off purchases, payment is processed immediately and the download is yours - but if you change your mind, contact us and we will review a refund. For subscriptions, you can cancel future renewals from the Customer area (your access continues until the end of the current period).

Yes. A receipt is emailed to you automatically as soon as your payment is confirmed, showing the product, the amount, the currency and your order number.

Your order history is also in the Customer area - log in with the email address you used at checkout.

If you need a tax invoice, or a receipt you can no longer find, ask us through the help chat and include your order number. Payments are processed by Ezi Systems Ltd, a New Zealand company.

Payments are taken securely online at checkout using a credit or debit card. You will see the total in your chosen currency (e.g. NZD, USD) before you pay, and your receipt is emailed to you straight after.

Payments are processed by Ezi Systems Ltd, a New Zealand company in business since 2012, using Stripe - one of the world's largest and most trusted payment providers.

Stripe is the payment company that safely processes every card payment on this site - the same technology used by millions of businesses worldwide. When you enter your card details at checkout, Stripe securely charges your card, confirms the payment, and sends the money to us.

Stripe handles the card processing; Ezi Systems Ltd (NZ based, in business since 2012) is the company behind the store and is responsible for your order.

Very secure. Your card details are encrypted and go directly to Stripe - they are never seen by us or stored on this website.

Stripe is certified to the highest industry security standard (PCI Level 1) and uses bank-level encryption. Most payments also include extra verification (like 3-D Secure) to protect you against fraud.

Your bank statement will show the payment to Stripe (sometimes shown as "Stripe" or the store name). If you cannot find it, search your statement for a payment around the date of your purchase, or contact us and we will confirm the exact description.

If you need a refund, contact us through the site or by replying to your receipt email. We will review your request and, if approved, the refund is processed back to the card you paid with - usually within 5-10 business days depending on your bank.

When the refund is processed, your download access is removed and you will receive a confirmation email.

Once the refund is processed, it is sent straight back to your card. Most banks show it within 5-10 business days, though some cards can take a little longer. You will get a confirmation email from us when the refund has been processed.

Yes - your order and its amount appear in the Customer area (top of the site) on your dashboard. Your payment receipt is also emailed to you after purchase. For card-level details (statement lines, card ending, etc.) check your bank statement or the card you used.

Most products are one-off purchases - you pay once and the download is yours. Some products may offer a subscription option, which is clearly marked and renews on the schedule shown at checkout (weekly, monthly or yearly) until you cancel it in the Customer area.

First check your email for the receipt or confirmation from your purchase. If you were charged but did not receive your download, open the Customer area - your order and download link will be there, or use Lost your download link? Recover it here.

If you still need help, contact us through the site and include your order number or the email used at checkout.

Each store shows its prices in its own currency, and the currency shown at checkout is the currency you pay in.

• New Zealand stores (web addresses ending .co.nz or .nz) price in New Zealand dollars (NZD).
• Our other stores price in US dollars (USD).

The amount shown on the Stripe checkout page is the amount charged to your card. If your card is in a different currency your bank converts it and may add its own conversion or overseas transaction fee - that part is set by your bank, not by us.

You can review anything you have downloaded or bought. There are two ways:

1. From the product page

1. Open the product page and scroll to the bottom.
2. Fill in Leave a review - your name, your email, a star rating (1-5) and your comments.
3. Click Submit review.

2. From your customer area

1. Click Customer area at the top of the page and log in with your email address.
2. Open Your reviews (or Your library) - everything you have access to is listed with a review form.

We also email you a review link after a download, so you can leave your review whenever it suits you.

Reviews are checked by a person before they appear, so yours will not show on the product page straight away.

• Approved: your review appears on the product page under your name (your email address is never shown), we email you to confirm, and you receive 1 extra free download credit.
• Not approved: the review stays hidden and no credit is added. If an email address is used to abuse the site it can be blocked - see Why does the site say my email can not be used?.

Reviews belong to the product rather than to one store, so your review shows on every site where that product is listed.

Your name comes from what you entered when you ordered. To change it, log into the Customer area (or ask us through the help chat) and tell us the name you would like used - we will update it on your account and orders.

Your email address is the key to your downloads and receipts. If you need to change it, ask us and include your order number so we can move your library across.

Yes - your downloads are yours to keep. Download the files on your phone, tablet and computer, or save them to cloud storage (iCloud, Google Drive, OneDrive) so you always have access. You can also print them at home or at a print shop.

Transactional emails (receipts, download links, password resets) are always sent because they relate to your order. If you receive marketing emails and want to stop them, use the unsubscribe link at the bottom of any marketing email, or contact us through the site.

If you see "Sorry, that email can not be used", that email address has been blocked on this site.

This normally happens when an address has been used to post fake or abusive reviews, or to abuse the free download limits. It is not a fault with your order, and paid purchases you have already made are not affected.

If you think it is a mistake, ask us through the help chat (or reply to any email from us) and we will look into it.

Yes. Your card details never touch this website - they go straight to our secure payment provider (Stripe) using bank-level encryption. We only store what is needed to deliver your order (your name, email and downloads), and we never sell your details. See the Payments articles for more.

First check your receipt emails - the charge may be from a purchase or subscription you forgot about. If you still do not recognise it, contact us with the date and amount from your statement and we will investigate. You can also dispute it with your bank if needed.

A subscription is a recurring purchase - you are charged on the schedule shown at checkout (weekly, monthly or yearly) and receive access plus any new content drops. You can see your subscription, its status and when the current period ends in the Customer area.

Log into the Customer area and open the Subscriptions section. From there you can cancel future renewals - your access continues until the end of the period you have already paid for. If you cannot find it, contact us and we will cancel it for you.

A link can be invalid because it has expired, has reached its download limit, or the email address used at the time was mistyped.

• Paid order: use Lost your download link? Recover it here in the Customer area with your order number and email, or click Regenerate download link in Your library. See How do I recover my download link for a paid order?.
• Free download: open the product page and enter your email again. If the free offer is still running you will get a fresh link, and it does not use another weekly slot.

Try refreshing the page, clearing your browser cache, or opening the site in a different browser or private window. If the problem continues, tell us which page and what you see (or paste the web address) using the help chat or the contact details on the site.