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FAQ
Account Issues
- Can I change my username?
- How do I edit my email address and other personal information?
- I have forgotten my password.
- Can I share my account with another person?

Billing Questions
- Why are you charging me money, I thought the images were free?
- I work for a non-profit organisation. Can we use your images for free or for a discount?
- What payment methods do you accept?
- I accidentally purchased the same image twice. How can I get a refund for the second purchase?
- Is it possible to purchase just one image?
- I purchased a single image but do not want to use it now and want a refund.
- Can I get a refund for the subscription I purchased?
- Do I have to pay any additional fees to use the images once I have purchased a subscription or individual image?
- Do you automatically renew accounts?
- Why was I charged an additional fee for my purchase?
- What is a PayPal eCheck?

Downloading and Baskets
- I appear to sign in correctly, but when I go to download an image the site asks me to subscribe again.
- I downloaded an image and now I cannot find it on my computer?
- I have added images to my basket and cannot see how to download them?
- Is there a download limit?
- Can I continue to use images once my subscription has expired?
- I purchased a subscription so that I could download a specific image but now I cannot find it.
- Can I request to have an image edited or have a custom image created for me?
- The image I want is only available in a vector image format (AI, EPS, WMF or PDF formats), can I get it converted to a JPG or PNG?
- I bought a subscription but cannot download the vector image I want. Why not?
- When I download the image it has "iC" or "SAMPLE" in the middle of it. What am I doing wrong?
- Some of the images on the website are missing. What can I do to fix this?
- How can I find out how large the photo will print out?
- When I try and download a WMF file it opens in a program and I cannot save it to my computer.
- When I download an EPS or AI file it is saved as a PS file instead.
- When I hit the "Save" button for the image I coloured on the website nothing happens?
- The images are being saved as ART files on my computer instead of the format I need.
- How do I find out what browser I am using?
- How do I empty my browser cache to see if it helps?

Installing Fonts
- How do I get the font from inside the ZIP file?
- How to I install your fonts on my computer?

Content Usage
- Can I use the images on your website as part of a logo?
- Can I use the images on print-on-demand websites like Zazzle or CafePress?
- What does "royalty free" mean?
- Can I use the images in my worksheets and other teaching material?
- Can I use the images on your website in a physical, printed book I'm writing?
- Can I use the images on your website in an e-book (electronic book) I'm writing?
- Can I use your images in my iPad/iPhone app?
- Can I use your images for digital scrapbooking?
- Can I digitize your images for use with sewing machines?
- Can I use your images in e-cards?
- Can I use your images on my business card?
- Can I edit/change the images I download?
- I don't have any image editing software. How can I make the JPG/PNG/GIF image I downloaded smaller?
- How do I remove the white box (background) from the image I want?
- Why does the quality become very poor when I make a JPG/PNG/GIF image larger?
- What software do you recommend I use to edit the images?
- What is the difference between all the file formats you offer?



Account Issues

Can I change my username?
No, we are very sorry, unfortunately usernames cannot be changed.

How do I edit my email address and other personal information?
Please sign into your account here and then edit your account information by clicking on the 'My Account' link in the top menu.

I have forgotten my password.
You can request your password be sent to you here. If your email address has changed and you cannot receive the password at your old address please contact customer support at 800-713-0398 or 519-489-4694 (M-F 9:00am-5:00pm EST) or email support@iclipart.com.

Can I share my account with another person?
Unless you arranged special licensing with us each account (username and password) can only be used by one user. If you have a laptop and a desktop computer you are able to access your account from both machines. If multiple people in your organization would like access to iCLIPART we can arrange special licensing upon request.



Billing Questions

Why are you charging me money, I thought the images were free?
The images on our website are "Royalty free". This means that once you have purchased a subscription or individual image you do not need to pay royalties each time you use an image. It does not mean that the images are free to use.

I work for a non-profit organisation. Can we use your images for free or for a discount?
We are very sorry but unfortunately we are unable to allow people to use the images from our website for free. We currently do not offer a discount for non-profit organisations.

What payment methods do you accept?
We accept VISA, Mastercard and PayPal. Cheques can be accepted provided they are in US$ but please note that accounts will not be set up until the cheque has cleared. We are happy to accept purchase orders from schools and businesses. Please feel free to contact customer support for more information at 800-713-0398 or 519-489-4694 (M-F 9:00am-5:00pm EST) or email support@iclipart.com.

I accidentally purchased the same image twice. How can I get a refund for the second purchase?
Please contact customer support with both your order numbers at 800-713-0398 or 519-489-4694 (M-F 9:00am-5:00pm EST) or email support@iclipart.com.

Is it possible to purchase just one image?
Yes, you are welcome to purchase just a single image. Below the file format box on the preview page you will see the options to purchase the image individually.

I purchased a single image but do not want to use it now and want a refund.
We are very sorry but cannot give refunds for individual image purchases unless the image is found to be defective and we are unable to provide a replacement. Please read our Terms of Use for full details of our cancellation policy.

Can I get a refund for the subscription I purchased?
We are able to give a refund provided you purchased a new (first time) subscription no more than three (3) days before your refund request and that you have not downloaded more than five (5) images. If a refund is granted you must delete all the files downloaded from iCLIPART from your computer. Refunds will not be granted for renewals or upgrades except at the sole discretion of iCLIPART. Please read our Terms of Use for full details of our cancellation policy.

Do I have to pay any additional fees to use the images once I have purchased a subscription or individual image?
No, there are no additional fees to download and use the images that are included in your subscription level since all our content is royalty free. Information about the different levels of subscriptions we offer can be seen in the following chart.

Do you automatically renew accounts?
We do not keep credit card information on file and do not automatically renew subscriptions. Any repeat purchases need to be made by our customers.

Why was I charged an additional fee for my purchase?
iCLIPART is a Canadian corporation and some banks in other countries will charge customers a "foreign transaction" fee for making a purchase with us. This fee is retained by the bank and is not sent to iCLIPART. Please contact your bank to confirm that you did have to pay this additional fee.

What is a PayPal eCheck?
From the PayPal Website: "eChecks are one type of bank payment and usually take 5-7 business days* to process. They are used when buyers have not linked a backup payment source (like a debit or credit card) to their PayPal accounts, or when a transaction is too risky to allow an instant payment. The money is withdrawn from the buyer's bank within a day or two. As soon as we receive confirmation of sufficient funds from the bank, we'll deposit the money into your PayPal account. The entire process takes 5-7 business days.* *Note: Bank processing times vary by the buyer's country. Australia: 3-5 business days, Canada: 6-8 business days, United Kingdom: 5-7 business days, United States: 3-5 business days."
If you are unable to wait for the payment to clear you will need to cancel your eCheck and use an alternative method of payment.



Downloading and Baskets

I appear to sign in correctly, but when I go to download an image the site asks me to subscribe again.
Please follow the steps below to try and resolve this problem:
1) Please ensure that you are signed in to an active account by checking the username and password on your email receipt.
2) Depending on your browser security settings, you may need to add "iclipart.com" as a trusted site in order for the cookies to register on your computer.
  - Windows Internet Explorer: http://support.microsoft.com/kb/174360.
  - Firefox: http://support.mozilla.com/en-US/kb/Websites+say+cookies+are+blocked?s=cookies&as=s (see "Click to show content customized instructions for Windows | Linux | Mac OS").
  - Google Chrome: http://www.google.com/support/chrome/bin/answer.py?hl=en&answer=95647 (see "Make exceptions for cookies from specific websites or domains").
3) Check your anti-virus/firewall software to see if it also has settings restricting cookies from being accepted.
4) Some businesses have a firewall for the entire network so please contact your technical department to find out if this is the case for yours.
5) If completing the above steps still does not resolve your problem, please contact customer support at 800-713-0398 or 519-489-4694 (M-F 9:00am-5:00pm EST) or email support@iclipart.com.

I downloaded an image and now I cannot find it on my computer?
Please follow the steps below to try and resolve this problem:
  - If you know the file name of the image you downloaded, you can try searching your computer for it.
  - If you use Firefox, you can either specify an automatic download directory (pick something you will remember) or prompt you to pick a location each time you make a download.
  - If you are asked where you want to save the image, make sure you pick a location where you will be easily able to find the image again e.g. "Desktop" or "My Documents".
*Tip* If an image is important to you, why not save it into a basket so that you can always find it again?

I have added images to my basket and cannot see how to download them?
The basket system allows you to easily sort and collect the images you need for your projects before you download them. Once you have picked the images you wish to use you will need to download each one individually.

Is there a download limit?
As specified in our Terms of Use a download limit of 35 files/day (for 1 Week Basic Subscriptions and 1 Year Subscriptions obtained through 3rd party products), or 100 files/day (for all other Subscriptions), is currently in place to prevent the abuse of our website. This limit may change at any time.

Can I continue to use images once my subscription has expired?
Any images that you download and use during the term of your subscription can continue to be used after your subscription has expired. Any images that you downloaded and did not use would need to be deleted from your computer at that time as specified in our Terms of Use. Alternatively, you can renew your account at this time.

I purchased a subscription so that I could download a specific image but now I cannot find it.
If you can, please email the URL where you found the image, or a thumbnail version of it, to support@iclipart.com and we will do our best to help you locate it.

Can I request to have an image edited or have a custom image created for me?
Unfortunately we cannot edit images for our customers. If you do not find an image that you want, you can always submit a request to support@iclipart.com and we will consider adding it to the mix of images we have created on a monthly basis.

The image I want is only available in a vector image format (AI, EPS, WMF or PDF formats), can I get it converted to a JPG or PNG?
If you have a 1 year basic subscription we may be able to convert a limited number of vector images for you. If you purchase a vector image individually we will be happy to convert it for you if you email support@iclipart.com and include your order number, the image ID number and the format and size you require.

I bought a subscription but cannot download the vector image I want. Why not?
We offer three different levels of subscriptions as can be seen in the following chart. If you purchased a "Basic Subscription", this does not include any of the vector file formats. For access to any of the vector image formats (AI, EPS, WMF or PDF formats), you need a "Subscription Plus" or "Professional Subscription". If you find that you have purchased the incorrect level of subscription, please contact customer support at 800-713-0398 or 519-489-4694 (M-F 9:00am-5:00pm EST) or email support@iclipart.com.

When I download the image it has "iC" or "SAMPLE" in the middle of it. What am I doing wrong?
The problem is that you are copying or saving the larger preview image instead of the high-quality image. When viewing the image you want to download, you should see various file formats to the right of it, such as JPG, GIF, etc. To the right of these file formats are the download links. Left click the download link beside the format you require. The next page contains the instructions for downloading with the browser and operating system you are currently using.

Some of the images on the website are missing. What can I do to fix this?
If you use Firefox then you may have accidentally hidden the images. Please choose 'Tools' > 'Options' ('Preferences' option for Mac users) from the menu in Firefox and then go into the 'Content' tab. There should be a checkbox that says 'Load images automatically'. Please ensure this is checked. To the right of this checkbox there is a button that is called 'Exceptions'. Click on this and if you see either static.iclipart.com or www.iclipart.com then please delete them and then approve your changes. Go back to the browser and refresh the page and the images should be back again.

How can I find out how large the photo will print out?
The sizes of our images are listed on the website and to find out how large it will print out, just divide each of the pixel dimensions by 300 (300 dpi is the standard resolution for printing) to get the printed size in inches. If you are printing at a lower resolution, then the final printed size will be larger.
*Tip* Computer screens have resolution of 72 dpi.

When I try and download a WMF file it opens in a program and I cannot save it to my computer.
When you get to the instruction page screen, please right click directly on the continue button and this should give you the option to "Save Target As". When you choose this option a file save box will pop up and you will have the choice of changing the file name and choosing a directory to save the image in. Please ensure the file extension is correct before you save the file.

When I download an EPS or AI file it is saved as a PS file instead.
If you rename the extension back to EPS or AI (whichever applies) the image will be fine. Microsoft has documented this problem on their site at: http://support.microsoft.com/kb/329714.

When I hit the "Save" button for the image I coloured on the website nothing happens?
When you hit the "Save" button the image opens up in a new browser window. If you have pop-ups blocked then the image will not appear. Please re-enable pop-ups for our website in your browser and you will then be able to save the image to your computer.

The images are being saved as ART files on my computer instead of the format I need.
AOL has created its own image format and converts all images to ART files as they are downloaded. Click here for information on how to turn off image compression in your AOL browser.

How do I find out what browser I am using?
Visit this handy website and it will tell you: http://www.whatbrowser.org/.

How do I empty my browser cache to see if it helps?
This website has solutions for many different browsers: http://www.wikihow.com/Clear-Your-Browser%27s-Cache.



Fonts

How do I get the font from inside the ZIP file?
In newer versions of Windows and Mac computers, all you need to do is double-click on the ZIP file and then follow the installation instructions below with the TTF (TrueType font) file. Older versions of Windows may require a program like WinZip in order to extract the font.

How to I install your fonts on my computer?
Since the process varies depending on the version of your operating system, we recommend these great links to our customers:
Apple Mac: http://support.apple.com/kb/HT2435.
Windows: http://www.adobe.com/type/browser/fontinstall/instructions_english.html.



Content Usage

Can I use the images on your website as part of a logo?
You are welcome to use our images in a logo provided that you do not intend to trademark/copyright the logo.

Can I use the images on print-on-demand websites like Zazzle or CafePress?
No, you are not permitted to use images from iCLIPART on any print-on-demand website.

What does "royalty free" mean?
"Royalty free" means that once you have purchased a subscription or individual image you do not need to pay royalties each time you use an image. It does not mean that the images are free to use.

Can I use the images in my worksheets and other teaching material?
You can use the images in electronic worksheets for your own use ONLY. Worksheets etc. may not be shared with other people in any sort of electronic file format e.g. PDF, DOC, XLS etc. A physical, printed worksheet can be distributed up to the permissible number of copies your subscription level allows.

Can I use the images on your website in a physical, printed book I'm writing?
This usage is permitted up to 100,000 printed copies of the images for members with a "Basic Subscription" or "Subscription Plus". If you have a "Professional Subscription", you are allowed unlimited printed copies. Information about these three different levels of subscriptions can be seen in the following chart.

Can I use the images on your website in an e-book (electronic book) I'm writing?
This usage is ONLY permitted if you purchase a "Professional Subscription" to iCLIPART. E-books are defined as a verbatim digital version of a print book, delivered in a digital rights managed pdf, ePub, Mobipocket etc. file format for viewing on an electronic device.

Can I use your images in my iPad/iPhone app?
This usage is usually covered by special licensing. Please email bizdev@iclipart.com with full details of your project, including the approximate number of images you require.

Can I use your images for digital scrapbooking?
You are welcome to use our images in your own personal digital scrapbooking projects, but you may not redistribute the electronic files you create in any manner. For larger digital scrapbooking projects, special licensing may be possible. Please email bizdev@iclipart.com with full details of your project, including the approximate number of images you require.

Can I digitize your images for use with sewing machines?
You are welcome to use our images in your own personal sewing projects, but you may not redistribute the electronic files you create in any manner.

Can I use your images in e-cards?
You are welcome to use our images in your own personal e-cards, but you may not redistribute the electronic files you create in any manner. For larger e-card projects, special licensing may be possible. Please email bizdev@iclipart.com with full details of your project, including the approximate number of images you require.

Can I use your images on my business card?
Yes, this usage is allowed.

Can I edit/change the images I download?
Editing the images is perfectly acceptable.

I don't have any image editing software. How can I make the JPG/PNG/GIF image I downloaded smaller?
Once you have saved the image to your computer, you could try a website like Picresize.com to resize the image for you.

How do I remove the white box (background) from the image I want?
JPG files will always have a background since that type of file does not support transparency. In some cases the PNG and GIF files on our website will already have a transparent background. If you download one of the vector file formats you should be able to resave the image in your image editing software without any background. Note: you need to either have a Subscription Plus or a Professional Subscription in order to download vector images from iCLIPART. Most image editing software will let you remove the background of an image manually, and there are many tutorials on Google on how to accomplish this.

Why does the quality become very poor when I make a JPG/PNG/GIF image larger?
The problem is, when image editing software makes a raster image (JPG, PNG or GIF formats) larger, it has to add pixels that were not there before, leaving it to guess as to what these new pixels are supposed to look like. The larger you try to make your image, the worse your image is going to look. If you need a larger file than we offer, you may wish to purchase a vector version (if available) and then use the editing software to save the image to the required size.

What software do you recommend I use to edit the images?
If you want to work with vector file formats (AI, EPS, WMF or PDF formats) then you will need professional image editing software like Adobe Illustrator or Corel Draw. Adobe PhotoShop can open EPS files at the size you specify so that you can edit them further. There is also a free program called GIMP that may meet your needs. We have some software and online image editors listed on our Pinterest page. If you do a search for imaging editing software on Google, you will find there are many other options too.

What is the difference between all the file formats you offer?
This excellent website can explain the differences far better than we can: FileInfo.com!

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