1. Exactly what are your templates designed to do?

2. What type of computer and software do I need to use your templates?

3. Can I use Winzip, PKunzip or other unzipping software to open your templates?

4. Can I use your templates with any other Microsoft software or Family Reunion software?

5. How do I check my computer to see if Microsoft Word or Microsoft Publisher is installed?

6. Where can I buy Microsoft Word or Publisher if I need it? Which one is better?

7. How long will it take to download and install the keepsake template?

8. Are template download and installation instructions included?

9. How much time do I have to download the template?

10. Click here if you use e-mail from AOL, Hotmail, Yahoo, BrightMail, EarthLink, bigpond.au, blueyonder.co.uk,or if your e-mail account ends with .edu (education) or .gov (government) .

11. What is Paypal and how will my order be processed?

12. What happens after I make my purchase and how will the template be delivered?

13. What if I do not get my download link by e-mail or an e-mail with the template attached?

14. What if I get the template download link, click on it and get an error message or it is expired?

15. I have a spam filter on my e-mail account. Will that interfere with getting the download link?

16. How do I add your domain address to my e-mail address book?

17. I have never downloaded a file from the Internet before. Will this be hard to do?

18. I am purchasing from work and my computer is on a network. Will that cause a problem?

19. I have anti-virus software on my computer. Will that interfere with getting the template or downloading?

20. Is there anything else I should know before attempting to access or download the template?

21. How will I find the template on my computer after it has been downloaded?

22. Can I get a refund if I purchase a template and do not have the correct software, don't like it or could have "done it myself"?

23. I live outside of the United States. Will your templates work for me?

24. I downloaded and installed the template but it will not open or the text is all garbled. Help!!

25. Can I have the Bundled Templates delivered to me on a cd?

26. Can I resell your templates?

27. Can I contact you if I need help with downloading the file?

28. Can I contact you if I need help with creating my keepsake?

29. I bought a template a while back and lost it due to a computer crash. Can I get another copy?

30. I see that you've added Family Life Memorial, Wedding and New Baby gifts. What do they include?

31. Why can't I buy a template and a gift on the same order?

1) Exactly what are your templates designed to do?

We were first on the internet to offer pre-formatted template solutions that help customers create professional quality keepsakes for family life and events. I've been creating original family life keepsakes since before 1982 and offering them to others via the internet since 2003. Our templates are a quick, easy-to-use, correctly formatted solution for anyone who needs to create a professional-looking family life keepsake but does not have the time (or "creativity") to do so from scratch. They are designed to work with the copy of Microsoft Word or Microsoft Publisher already on your computer. They will save you time and money. 

How? Take for example, our Memorial Booklet or Memorial Brochure templates: local funeral homes charge $400 - $800 to create a 1 page four sided memorial booklet and make 100 black copies. With one of our templates and a combination of commercially reproduced color copies (for the family) and black copies (for other mourners) it will cost you less than $100. The largest part of that expense is the color copies at 89c per side. If you use your own printer, a brand new cartridge and a $6 ream of good quality paper you'll save even more. Another example: you can use our templates to print out and sell a Family Reunion Book or Family Heritage Cookbook. Use the proceeds to subsidize a part of your family reunion, help an elderly member to attend the reunion or as a fundraiser for your organization. You can use our copyrighted templates over and over again to make printed keepsakes for yourself or earn extra money by making and printing keepsakes for other families in need.

Our copyrighted templates are not a stand-alone software package.  You will need to have Microsoft Word 2000+ or Microsoft Publisher  2000+ installed on your computer. If you do, no purchase of any additional software is required or necessary in order to use our templates.  If you do not own Microsoft Word or Microsoft Publisher and still want to purchase a template, see Question 6 below. The free software program "e-Zip Wizard" is required to unzip the template. Links to download their free software program are included in the download instructions.

Our templates are simple, straightforward and uncomplicated. There is no need to change anything. Use them as is with no further modification of the layout or design. Just substitute your information for ours, print and go. All we ask is that you read through our "Downloading Instructions" included with the template link before attempting to download. Read the "Instructions for Assembling" before you begin to edit the template. They will help you to see how the template is organized and understand how best to edit it. As stated on the product description pages, templates offered in both Microsoft Publisher and Microsoft Word have the same (or nearly the same) content. Templates offered in a brochure and booklet format usually have the exact same content. Only the page layout differs.

Because I created these family keepsakes from scratch and they are still being used at funerals, family reunions, graduations, weddings, anniversaries and as Christmas gifts for my friends and family, the content is unique, warm and personable. What you see on our product description page is exactly what you will get. Please do not assume that our template solution is anything other than exactly what our website says it is or that it will do anything other than what our website says it is designed to do. Also, double check your cart before checking out to make sure that you have ordered the correct template for the correct program (Microsoft Word or Microsoft Publisher) and in the correct layout/design.

Who uses our templates? A family member in need of a professional quality memorial for a loved one or looking to give a family-themed Christmas gift, teachers or graduates from pre-school, jr high, sr high or college, a church that prepares programs for memorials and weddings, a funeral home, a family reunion coordinator, a professional reunion planner, a wedding or wedding anniversary planner, home-based desktop publisher who edits and prints custom-ordered family life keepsakes and sells them to others.

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2)  What type of computer and software do I need to use your templates?

Most computer users have no idea what is actually on their computers. Do not assume that you have Microsoft Word or Microsoft Publisher just because you have "Microsoft" on your system. The operating system software (Windows 2000, ME, XP etc.) is usually installed on your computer when you buy it. Microsoft Word or Microsoft Publisher must be purchased and installed separately. They are NOT included on new computers. Please take the time to follow our step-by-step instructions for checking your computer before making a purchase. And, read our refund policy.

Most of our easy-to-use templates are available for either Microsoft Publisher for Windows or Microsoft Word for Windows.  The calendars are available for Microsoft Publisher only. Check your computer to see which program is on your computer and order the template which matches that software when you make a purchase. In other words, if you have Microsoft Word on your computer, get Word templates. If you have Microsoft Publisher on your computer, get Publisher templates. If you do not own Microsoft Word or Microsoft Publisher and still want to purchase a template, see Question 6 below. 

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3) Can I use WinZip, PKunzip or any other unzipping software to open your your compressed templates?

You need to download and install the free E-Zip Wizard software program in order to unzip our templates. They can not be uncompressed with any other unzipping software. If you attempt to unzip it with anything else, you will get an error message, garbled text or the template will not open. For faster downloading and so they'll fit within the space of most e-mail inboxes, all of our templates are compressed or "zipped up" with the e-Zip Wizard.  

You do not need to purchase the E-Zip Wizard in order to unzip our template. Your template download page and the confirmation e-mail has instructions for accessing the free version of the E-Zip Wizard software and links to several different free software download sites. If you want to get a head start, you can download the free E-Zip Wizard at their website, by clicking here . Then, click the "Try It" button and fill out the information they request. The full version of e-Zip Wizard allows you to zip and unzip files. It is free to try for 30 days. After that, it reverts to unzipping only software. We do not own this software and you do not need to purchase it in order to use it with our templates. However, if you need a reliable software for compressing all types of Microsoft Windows compatible files, the full version is excellent, inexpensive and easy-to-use.

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4) Can I use your templates with any other type of Microsoft or family reunion software?

NO. If you try to use the template on a computer or with software other than that for which it was intended it will not open. And, if it does open, you will see garbled text. The requirements for our templates are explained in Question 2 above. To unzip our template you need the free version of e-Zip Wizard. To edit / change the template you need Microsoft Word for Windows 2000+ or Microsoft Publisher for Windows 2000+ running on an IBM desktop or laptop computer with a Microsoft Windows 2000+ operating system. Our unzipped templates are guaranteed to work smoothly with the software for which it was created - either Microsoft Word 2000+ or Microsoft Publisher 2000+.

Please note that Microsoft software is not interchangeable or cross-compatible so don't buy a Publisher template thinking you can use it with Word or a Word template thinking you can use it with Works. The templates will not work on a Mac/Apple computer or computer with any operating system other than Microsoft Windows 2000 or XP. Nor do they work with WordPerfect, Ventura Publisher or Lotus Word or any other software program named Word or Publisher except Microsoft Word or Microsoft Publisher.

Specifically, our templates can not be opened with:

• Any Apple computer
• Linux operating system computer
• Lindows operating system computer
• Handheld devices
• Corel Word Perfect
• Microsoft Works
• Microsoft Greetings
• Microsoft Home Publishing
• Microsoft Excel
• Microsoft Power Point
• Microsoft Word, Publisher, Excel, Home Publishing, PowerPoint for Apple computers
• Microsoft Word, Publisher, Excel, Home Publishing, PowerPoint for Linux computers
• Any version of Windows 3.0 or Windows 95
• Ventura Publisher
• Lotus Word
• Any computer or software other than that which is specifically mentioned as compatible in Question 2 above, on the product description and the product sample pages. 

If you are not sure that you have Microsoft Word or Microsoft Publisher on your IBM compatible computer, follow our step-by-step instructions for checking your computer before making a purchase. If you do not own Microsoft Word or Microsoft Publisher and still want to purchase a template, see Question 6 below.

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5)  How do I check my computer to make sure that Microsoft Word or Microsoft Publisher is installed?

Click here to follow our step-by-step instructions for checking your computer. Please check your computer before you purchase a template. If you do not have the software and you need to use the template immediately, see if you can get access to a computer with the software installed. Or, see the next question below for a link to the page on our site with a list of retailers. 

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6) Where can I buy Word or Publisher if I need it? Which one is better or easier to use?

Follow these links to get a list of online and offline locations where you can purchase Microsoft Publisher or Microsoft Word. If you do not need to use your template right away or don't want to spend the money to buy the software, you can get a less expensive 30 day evaluation copy of Word or Publisher from Microsoft by going here or here. If the link is broken, search the Microsoft website using "trial version of Word" or "trial version of Publisher" as your search text. (Microsoft Word is bundled into Office Standard or Office Professional.) The evaluation copy is a full working version of Publisher or Word. After it expires you will be able to open and print a file. However, you will not be able to save any changes that you make to the file. The last time I ordered one it took about 6 days to get to Northeast USA.

As for which one is better, in terms of flexibility and ease of modifying I think Publisher is better than Word. Publisher was designed to help you create colorful, professional quality brochures, pamphlets, flyers, business cards etc. That is not the primary function of Microsoft Word. Microsoft Publisher enables professional quality desk top publishing for home and small business users who can't afford to hire professional services for layout, design and printing of marketing publications. I love Publisher and have used it successfully to get excellent output. With Publisher, individual elements, layout, colors, graphics, etc. are easier to add, change or modify. For example, you can change the color of text or graphics with both programs. However, you can use various shades of color to "grey out" a graphic with Publisher, but not with Word. Background images and placement of text frames anywhere on a page is also easier to do with Publisher. The learning curve (the time it takes to learn how to use it) for either program is about the same. Be sure to purchase the template which matches the software that you plan to purchase. If you plan to purchase Microsoft Word, get Word templates. If you plan to purchase Microsoft Publisher, get Publisher templates.

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7)  How long will it take to download and install my keepsake template? How long will it take to complete a keepsake?

Your templates should be delivered immediately after purchase by an e-mail with a download link for each template that you purchased.  To bypass the aggressive spam filters on most e-mail accounts, please add our domain e-mail address to your white list, buddy list or list of approved senders before you place your order. It is also better for you to download to your home computer/laptop or to a free-standing computer that is not connected to a corporate server or corporate network. However, if the only computer available to you is on a network see Item 11 below. For most of our customers, the entire downloading process ( template, e-Zip Wizard and extras) usually takes less than 20 minutes.

An expert user of Publisher or Word who has his/her data organized, can have one of our less complicated two page keepsakes (such as the Memorial brochure or booklet) completed in a couple of hours. If you need to install a new copy of Word or Publisher to your computer, it will take longer. And, if you are a first time user of either software package, it will take additional time to learn how to use the software itself and the template. Sorry, we can not teach you how to use Microsoft Word or Microsoft Publisher. But, if you need help assembling your keepsake, let me know. 

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8)  Are template download and installation instructions included? 

YES!  Our templates are uncomplicated, easy-to-use and assume that you know how to use either Microsoft Publisher or Microsoft Word for Windows. Every template includes separate Download instructions and General Instructions to help you get the best results. Yes, you will need patience! The download instructions are detailed but not difficult. I've tried to keep the steps simple while providing enough detail that new or experienced computer users can access, complete and install a template on their own with few, if any, problems. Certain templates also include document-specific instructions to help you get the best results and "extra's" for customizing your keepsake with just the right words.

Yes, it is important for you to take the time to follow the directions - no matter how complicated they seem to be. And, if you do, you will be rewarded by a fairly smooth and trouble free downloading experience. Customers who do not follow the instructions almost always have a problem. I can tell if they skipped the instructions (or this faq) by the ensuing question, comment or raving. :-)

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9)  How much time do I have to download my template? 

The template download link will remain active for 24 hours or three download attempts whichever comes first.

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10)  I am using AOL, Yahoo, EarthLink, Hotmail, Brightmail,  bigpond.au, blueyonder.co.uk, or my e-mail account ends with .edu (education) or .gov (government)

These e-mail servers are automatically set to delete e-mail with an attachment or clickable/executable link in the body of the message. Which means, you will not get our template unless you make a temporary change to the set up of your e-mail account before you make you purchase. Also, if our e-mail address is not on your buddy list, white list or list of approved addresses, your download link e-mail will be rejected as spam and you will not get it. To avoid this, add our domain e-mail address to your e-mail address book or "buddy list" before making your purchase!!  If you do not have access to and can not change these settings, use an e-mail account without this type of restriction when you place your order.

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11)  What is Paypal? How will they process my order?

A) What is Paypal?
Paypal is a secure service for processing credit card and e-check purchases on line. Thousands of Internet merchants use it to give their customers a secure, easy-to-use process for purchasing merchandise and downloadable goods. Click the following links for more information about Paypal.

• What is PayPal?

• Is Paypal secure?

• How can I be sure?

B. What methods of payment do you accept?

Through Paypal we can accept a payment from your Paypal account, or you can use your MasterCard, Visa, Discover and American Express in USD, UK, AU and CAN currency. We also accept Paypal e-checks. However, access to the template will be delayed until after Paypal notifies us that your payment is cleared for delivery. Paypal e-checks take approx. 4 days to clear before the template will be delivered.  We can not cancel an e-check payment until after it has cleared. Sorry, no personal checks or money orders.

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12)  What happens after the purchase and how is the template delivered?
 

After the sale you will receive a confirmation from Paypal with a link to a page on our site with further instructions. The template download link will be delivered in a SEPARATE E-MAIL along with our detailed download and installation instructions, links to the General Instructions and extra helps to help you complete your keepsake. It also contains links to the troubleshooting section on our site. 

If you paid using your Paypal account, or a credit card, you should be automatically directed to a page on our site with further instructions. Go here to see a sample order confirmation page. Plus, you will receive confirmation of the sale and A SEPARATE E-MAIL with the download link for your template, our detailed download and installation instructions, links to the General Instructions and extra helps to help you complete your keepsake. It also contains links to the troubleshooting section on our site. If you do not get an e-mail with the download link within an hour after placing our order, PLEASE NOTIFY ME IMMEDIATELY. 

If you pay with a PAYPAL e-check, you will receive confirmation of sale however, access to the template will be delayed until after your payment is processed and cleared by Paypal for delivery which takes approx. 4 days. Unfortunately, we can not cancel the sale or issue a refund until after the e-check has cleared. After we receive notice that the payment has cleared, you will receive a SEPARATE E-MAIL with the download link for your template, our detailed download and installation instructions, links to the General Instructions and extra helps to help you complete your keepsake. It also contains links to the troubleshooting section on our site. If you do not get your e-mail with the download link after four days, PLEASE NOTIFY ME IMMEDIATELY.

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13)  What if I do not get my download link by e-mail or e-mail with the link attached either?

After you notify me that you did not get the download link, we send the template download link again or, we'll attach the template to a certified e-mail and send it again. Look for it in your bulk, spam or main inbox in an e-mail addressed "::Your Family Heritage Template Download::" that may also include your last name. If you get my note but do not get the template, then your e-mail server, anti-virus software or e-mail software is deleting the template download e-mail (or attachment) before it reaches your inbox. This is not our fault and does not mean that your template can not be used. It means that your e-mail inbox settings need to be temporarily changed. Here are the most common reasons that customers do not get their templates: 

• most personal or corporate e-mail servers are set to automatically delete e-mail with a .zip attachment or a clickable link. If you have access to those settings, change them temporarily then notify us to send you the template again. Otherwise, use an e-mail account without those restrictions..

• aggressive spam filtering on your e-mail server rejects our e-mail. To add our e-mail server name to your buddy list or list of approved senders see this note.

• your anti-virus, anti-spam or firewall software is set to delete incoming e-mail with .zip attachments or a clickable link. When you see the mail, if you get it, the attachment will be deleted or the inbound link will be changed so that it is no longer clickable. If you have access to those settings, change them before placing your order. Remember to reset them after the template has been accessed and downloaded. See Item #18.

• your e-mail box is too small. Most of the free e-mail servers allow only 2-5 MB. Many of our templates are 3-15MB. Multiple templates will need upwards of 20 mb. Use an unblocked e-mail address with enough space to hold the template. 

• there is a limit placed on the size of e-mail that you can receive. Most servers limit an inbound e-mail to 2 mb or less. Use an e-mail address on your order that does not restrict the size of mail that you can receive and will accept a large file. Or, send it to me after the sale.

• your mail box is full. If your mailbox size is too small or is full of mail your server will reject our template download e-mail and, you will not get it. We do not get a notice. But, you may receive a note that your mailbox is full. Check your mailbox and make sure that you have at least 4 -10 mb free. If not, delete old, unwanted e-mail to make room for the zipped template file.

• Occasionally, customers do not get a template because they typed in the wrong e-mail address or used their Instant Messaging e-mail address on the order. Check the e-mail address on your order and send us the correct one if you made a mistake.

• Also, see Item #16 below.

If you do not get a confirmation e-mail with your download link within an hour after your purchase, contact me immediately. We'll send you another download link by e-mail. 

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(14)  What if I get the template download link, click on it and get an error message?

There are two reasons why customers get an error message when they click on the download link: (1) 24 hours or the maximum number of download attempts (three) has expired. If your download time has expired and you need a new download link, CONTACT ME IMMEDIATELY.

(2) The second reason you may get an error message after clicking on the download link is that you clicked on a partial download link. EXAMINE THE DOWNLOAD LINK CAREFULLY BEFORE YOU CLICK ON IT! Most e-mail servers change our download link and deliver it to you on two separate lines. The first line will be clickable (or highlighted) and the second line will appear in regular text, not clickable. If your link is broken, when you click on the highlighted text, you will get an error message because our server is expecting to get the entire link, not just one part. Every click on the highlighted text in your link counts towards your three downloads - even if you get an error message. The broken e-mail link may look like the two lines showing in the following: 

EXAMPLE 1 (line 1) [ http://family-heritage-templates.com/source_file/src_download.php?

EXAMPLE 1 (line 2) id=xxx&login=0q8qxlhk&pwd=10hxa71 o ] 

NOTE THAT THE OPENING BRACKET (" [ ") OF THE DOWNLOAD LINK AND THE CLOSING  BRACKET (" ] ")  ARE ON TWO SEPARATE LINES (line 1 and line 2.) ALL INFORMATION BETWEEN THESE BRACKETS MUST BE ON  THE SAME, ONE LINE IN YOUR BROWSER ADDRESS WINDOW IN ORDER FOR THE DOWNLOAD PAGE LINK TO WORK CORRECTLY.

If your download is on two lines, (a) copy and paste the entire link (both lines with no space in between) into your browser address window. Using the EXAMPLE: 2 below, copy all of the information from the " h " at the beginning of the "http://" in the above example to the "o" at the end. Do not include the brackets [  ] or the spaces before the "h" or after the "o"  Then hit "Enter" on your keyboard or the "Go" button in the browser address window. All text / link detail between the brackets should appear on the same line in your browser address window before you click on the link. The specific characters in your download link will be different, but in general, it should look like the link below - without the red lettering.

EXAMPLE: 2  [ http://family-heritage-templates.com/source_file/src_download.php?id=xxx&login=0q8qxlhk&pwd=10hxa71o ]

You can also (b) access your template by clicking on the log-in text further down in the download e-mail and entering the user name and password. If you clicked on a partial link and need a new, full download link, CONTACT ME IMMEDIATELY for a replacement. If you follow these instructions and still get an error message when you attempt to access your download page, PLEASE NOTIFY ME IMMEDIATELY. Be sure to use the e-mail address on your original order and include your payment confirmation number.

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15)  I have a spam filter on my e-mail account. Will that interfere with getting my template download e-mail?

YES, IT COULD. To avoid this, add our domain e-mail address  to your e-mail address book or "buddy list" before making your purchase!!   If you placed filters on your email account, you may not receive the order confirmation, or the e-mail with the download link. Please check your e-mail settings and verify that e-mail from Family Heritage Templates currently is not blocked or filtered. For customers on a corporate server or without a customizable e-mail filter contact your Internet Service Provider to make sure that their spam filtering policy will not reject our e-mail. Many of them are set to reject mail from any domain that you have not previously approved and they will reject our confirmation e-mail that contains your download link. Also, see item 13 above.

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16) How do I add your address to my e-mail account or e-mail address book?

AOL, Yahoo, EarthLink, Hotmail, Brightmail,  bigpond.au, blueyonder.co.uk, and e-mail accounts ending with .edu (education) or .gov (government) automatically delete any e-mail from a sender that is not on your buddy list, white list or list of approved senders. Follow these instructions for adding our e-mail address to your e-mail software address book, before you make your purchase. Turn off the spam filter in your e-mail settings until you are sure that you no longer need to communicate with us. But remember to restore your spam filter settings immediately the download is completed. For assistance with turning off your spam filter, contact America On Line or your ISP's Customer Support. If you need a new download link notify me immediately!!  

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17)  I have never downloaded a file from the Internet before. Will this be hard to do?

If you take your time, print out, read and carefully follow the directions on the download page and don't panic, you will be fine. :-) I have taken great care to make downloading our templates easy for beginners. Here is a link to the page that I created (a download guide with photos) just for people who are new to downloading files. A link to that page is also included in the download instructions which are linked to in the confirmation e-mail. We'll also send you specific, clear, easy to understand details for downloading your template and the unzipping software. You will get detailed instructions for installing the template and General Instructions to help with creating your keepsake. If you need help, send me a "high priority" e-mail. I try to respond to all e-mails within 24 hours. I'd much rather answer a question before the purchase than try to fix a problem afterwards. :-)

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18) I am purchasing from work and my computer is on a network. Will that cause a problem?

It could. For several reasons: First, your employer is probably connecting to the Internet through a firewall. Inbound e-mail with a link in it could either be rejected OR, the active link will be broken/ removed. Second, if the server is set to reject all attempts to download from the Internet, you will get a "network error" message when you try to download the template. Or, third, it will install the download to the main network drive instead of installing it in your work space on the network - which means you will not be able to find the template after downloading. Fourth, many corporate servers prohibit the download or installation of unauthorized software (the templates and the e-zip Wizard) or require that it be approved in advance by the network administrator. Either of which will invite unwelcome attention to your personal use of corporate resources.

Since the template is for your personal need, use your personal, non-corporate e-mail address on your  purchase and the template link will be sent there. We recommend that you either download to your own PC at home, a re-write able compact disk or a stand alone PC not connected to the network. The template download link will remain active for three download attempts or 24 hours - giving you enough time to purchase now and download later after you get home.

If the only computer available to you is the one on your job, go here for more detailed instructions. And, as a reminder, our templates are copyrighted documents not authorized for copying, resale or distribution. If you do not get your download link or can not download your template, notify me immediately and I will send you a new download link.

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19)  I have anti-virus, anti-spy ware software and/or a firewall on my computer. Will that interfere with getting my template download e-mail or downloading my template?

Depending upon your settings, it could. Most anti-virus programs and firewall software are set to block automatic downloading from the Internet. While ordinarily this is desirable, when you want to download our template, it is not. Either lower your settings to permit downloading or temporarily disable the program until after you access the download page and your downloading is complete. In most cases, you can click on the program icon in your desk tray ( lower right hand corner of the screen) with your right mouse key and select the option to disable it. If you can not locate the icon or need help to do this, contact your anti-virus software manufacturers' technical support department. 

If after downloading and opening the template, you get a message that the "file is either empty or corrupt",  or a message saying that the "downloaded file is 0 MB" then your firewall or anti-virus software has interfered with the download. Disable your anti-virus and firewall software temporarily then try the download again. If you need a new download link notify me immediately!!

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20)  Is there anything else I should know before trying to access or download your template?

• Do not use an "IM" (Instant Messaging) e-mail address such as one from Yahoo, Netzero, Hotmail, AIM or AOL on your order. These addresses are not set up to receive e-mail with a clickable link or an attachment and you will not get the template. Use an e-mail address that meets the requirements of Question 12 above.

• Do not download the template into your AOL or EarthLink Download folder. Doing so will change the format of the file and make it unreadable. Follow our installation instructions: create a new folder on your hard drive, name it "Heritage" then download all templates/programs/files into it.

• Do not download onto your desktop. Doing so will change the format of the file and make it unreadable. Follow our installation instructions: create a new folder on your hard drive, name it "Heritage" then download all templates/programs/files into it.

• Do not attempt to download using any handheld device. These devices have Microsoft software. However, they are not configured for downloading or running our templates. Download only to a laptop or free standing desktop computer.

• Do not download to any internet-connected appliance which is not a computer. These devices are not configured for downloading or using our templates.

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21) How will I find the downloaded template on my computer?

This will be your first lesson in how important it is to follow our download instructions. :-) The first instruction in both the download link e-mail and the download instructions tells you to create a new folder on your hard drive, name it "Heritage" and download all documents, programs and extras into that file. If you do not, your computer will make its' own decision about where to put the template file. And you will have to do search for it. If you downloaded the file but did not download into the newly created folder named "Heritage" then, go here for step-by-step instructions to check your computer for the template. If you can not locate the template and need a new download link notify me immediately!!

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22) Can I get a refund if I purchase a template and then find out that Word or Publisher is not on my computer? What if I open your template and don't like it, find something else or, think "I could have done this myself?"

When I get a complaint, it almost always comes from someone who:

• did not read this FAQ before ordering and does not understand the purpose of our products;
• did not read this FAQ and does not have the correct type of computer;
• did not check their computer before ordering, does not have the correct software installed and can't open the template;
• did not read this FAQ or the download letter and is repeatedly clicking on a partial or expired download link;
• bought the wrong template (bought template for Microsoft Publisher when they have Microsoft Word or Works on their computer);
• did not change their spam filter or e-mail box settings and therefore did not get the template or any of our follow-up correspondence;
• can't find the template on their computer because they did not read and follow the download or installation directions;
• is not using the template as it was intended (trying to make a booklet from a bookmark template);
• ruined their template because they did not read and follow the assembly instructions;
• tried to download the template onto a hand held device or other internet-enabled appliance that is not a computer.
• None of the above are our fault. None of the above mean that our template is no good or can not be used. None of the above qualify you for a refund.
• If you purchase, have a problem and need a new download link notify me immediately!!

To avoid having a problem with downloading or using our template, please check your computer before making a purchase, read through this faq and be sure that you have Microsoft Word or Microsoft Publisher installed on your computer. If you don't and still wish to purchase a template, following are links to pages on our site with a list of online and offline locations where you can purchase Microsoft Publisher or Microsoft Word.

Please read the product description and images, our refund policy and make your selection carefully. If you have a question about the content or layout of any template, contact me before ordering. I will gladly answer you. No question is too "dumb" to ask. And, please don't write me (after you've looked at my work) and ask for a refund because you "do not like it", "found something else" or "could have done it yourself". The obvious answers to the latter comment is that given sufficient time, skill and the information from our pre-formatted template, of course you could! Our templates are clearly and accurately described with detailed text and photos. What you see is exactly what you will get. I have no interest in cheating you. Do not assume the template is anything other than what we have specifically stated and described on this website.

Remember, our templates are a quick, easy-to-use, correctly formatted solution for anyone who needs to create a professional-looking family life keepsake but does not have the time (or "creativity") to do so from scratch. If you are a skilled "dtp'er" and have the time, there are other sites on the internet offering paid or free blank templates. None are as detailed or as original as ours so, be prepared for the work! :-) If you purchase, have a problem and need a new download link notify me immediately!!

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23) I live outside of the USA. Will your templates work for me?

Yes! Just remember (1) that all of our templates were created for and intended to be printed out on USA 8-1/2" x 11" letter size paper, in landscape mode - the size and layout most commonly used here for booklets and brochures. Read Question 1 for specific details regarding what type of hardware and software is needed to use our templates. If your Word or Publisher software is set to A4 paper size  (approx. 8-1/4" x 11-3/4") when you attempt to open your template it will appear to be garbled and incorrectly formatted. More specific Instructions telling you how to correct paper size differences are included on the "General Instructions' for your template. By the way, both Word and Publisher's Advanced printing menu give you the option of automatically re-formatting your page for A4 paper before printing.

And (2) the basic structure of wedding and burial ceremonies for English speaking countries is more or less the same. The details and arrangement of those items on your program can be modified to fit the customs of your country. Ditto for the wedding programs. Most of our other publications can be used without much modification other than the changes that you need to make to allow for differences in the paper size.

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24)  I downloaded and installed the template but, I can't open it or it did get it open but the text is all garbled.

OUR TEMPLATES ARE SIMPLE, STRAIGHTFORWARD AND UNCOMPLICATED. IF YOU HAVE THE CORRECT SOFTWARE ON YOUR COMPUTER, THE TEMPLATE WILL OPEN FOR EDITING. Think of it this way, if you use a 9" Brand X square cake pan ( XYZ software) to make a 9" square cake, the finished square cake (XYZ software document) will fit into any 9" Brand X square cake pan ( XYZ software.) If it doesn't the problem is not with the cake. It was made to fit into a 9" Brand X square cake pan. PLEASE check your computer and make sure you have the correct software (in other words, your 9" Brand X square cake pan) installed before you e-mail me to complain that our template "does not work."

Most customers have their computer set up to automatically open Office documents. Which means, if you bought a template for Microsoft Word and Microsoft Word is on your computer it will open up that program as soon as you click or double click on the unzipped template file. The same for our Publisher templates. If you do not have your computer set up to automatically open Office documents, start up your software (Word or Publisher), locate the unzipped template in the "Heritage" folder and open it from within the software. If you start up your software and can not open the unzipped template or get an error message or see garbled text it means that you do not have the correct software on your computer. If you click on the unzipped template and it does not open, or you get an error message or you see garbled text after opening it, that means you do not have the correct software on your computer. Check your computer before you e-mail me to complain or accuse us of ripping you off. 

For example, about a year ago, a customer e-mailed me that she followed all of the directions, had the correct software on her computer, was "computer savvy" and knew how to download a file but, could not download her Microsoft Word template. I called long distance to help her. It turns out she had not followed the downloading directions and therefore could not find the template that was, in fact, on her computer. Then, we did a computer check and found out she did not have Microsoft Word installed on her computer. Reluctantly, she finally admitted she was trying to open the template with the 2002 version of Word Perfect. No where on this website does it say our templates will work with Corel WordPerfect! Then she demanded a refund because she was "stuck with something she can't use." Another customer e-mailed me to sarcastically inform me that my template did not work and we "taught him a lesson about ordering off the internet" implying that we had cheated him (and every other person selling on the internet would too.) A subsequent exchange of e-mails revealed that his computer had crashed a month earlier and all of his software had been erased. Both this FAQ and our home page tell customers the template is intended for use with the copy of Word or Publisher already on your computer. Clearly, the fact that he could not use the template is not our fault. The template was delivered as promised and in perfect condition. Perhaps he bought it to use after he re-installed the correct software???

It is also your responsibility to make sure that you purchase the correct template. I had a customer read me the riot act because neither he, his cousin the computer expert or the CIS tech on his job could figure out how to make a memorial booklet from our template for Word. Trouble was, he bought the bookmark template for Word. No matter how hard he tried, he could never make a booklet from a bookmark. Fortunately, we were able to help him.

If you followed our download and installation instructions, checked your computer and know for a fact that you have all the correct software installed on your IBM compatible computer and are still having a problem opening your template, our troubleshooting area has a few solutions that we've created for other customers. Troubleshoot your download here. Troubleshoot your installation here. Or, send me an e-mail immediately and I will try my best to help you. 

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25)  Can I also have the Bundled Templates shipped to me on a cd?

We've recently installed our tenth, yes, tenth software program that is supposed to facilitate delivery of our templates. This program has the capability to deliver large templates in an e-mail with multiple download links - one for each product that you ordered. But, sometimes it misfires and does not deliver all of the links on a purchase of multiple templates. If you do not get all of the templates on your order, notify me immediately of any problems.

Bulk template packages that are available only on a cd will be marked as such in the title or the bulk template purchasing/ description page. The templates zipped and unzipped as well as all of the extras that you need will be burned to a cd, shipped to you by UPS and a signature will be required at delivery. Please include your street address on your order for bundled templates. (NO PO Box or post office street address!) A customer service rep will contact you by e-mail for your street address if it is not on your order. This applies to the following template products:

• All Memorial templates for Word
• All Memorial templates for Publisher
• All Memorial templates for Publisher and Word
• All Family Reunion templates for Word
• All Family Reunion templates for Publisher
• All Family Reunion templates for Publisher and Word
• All Wedding templates for Publisher and Word

As stated on the product description pages, where a template is offered in both Microsoft Publisher and Microsoft Word these templates have exactly the same content. Only the software platform differs. Templates offered in a brochure and booklet format also have the exact same content however, the page layout differs.

Please go here for more information regarding our shipping policy for Family Life Gifts and the Bundled Templates on cd.

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26)  Can I resell your templates?

NO ! You can use our copyrighted templates over and over again to create original printed documents for yourself or make extra money by creating and printing family life documents for other families in need. Our copyrighted templates are licensed to you for your exclusive use alone and can not be legally re-sold, copied, distributed or otherwise duplicated. Copyright restrictions apply to our zipped and unzipped templates.

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27)  Can I contact you if I do not get my template or need help with downloading?

YES!  I will certainly do my best to help you. If you do not get your template or need help with downloading Go here to use our contact form and notify me IMMEDIATELY. Or send an e-mail to me using the address shown on these instructions . Do not send a request for help to the "helpme@" address. It is an auto-responder only. E-mail sent to that location is deleted automatically by our server. We have a legal obligation to send you exactly what you ordered. We will make every reasonable effort to help you resolve a problem on your end (or fix a problem on our end. If necessary we'll send the uncompressed template by certified e-mail.

For the swiftest response, send an e-mail immediately to notify me of any problems. Include your name, the order number, the name of the template you purchased and describe your problem in detail. If you are ordering after normal business hours, check the help desk with links to the information on our site that was given to help other customers. You just might find your answer there. Or,. go here to use our contact form.

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28)  Can I contact you if I need help with creating my keepsake?

ABSOLUTELY!  If you need help with creating your keepsake, have a problem with setting it up or printing it out, use our contact form to notify me of any question or problem IMMEDIATELY. Or send an e-mail to me using the address shown on these instructions   Do not send a request for help to the "helpme@" address. It is an autoresponder and no one will reply. E-mail sent to that location is deleted automatically by our server.  Before doing so, be sure that you have read the General Instructions and check your order confirmation to make sure that you purchased the correct template. No matter how hard you try, you can not make a booklet out of a bookmark. If you have a problem, notify me immediately. Do not wait days or weeks after you get the template to write and tell me that you had a problem or could not use it because "fill in the blank..." reason.

If you want help with customizing your keepsake for your family, just ask! :-) I will be happy to assist you. Our templates are uncomplicated, easy-to-use and straightforward. But I understand that sometimes a customer needs help with modifying it to fit their own unique needs. Please be specific and give as much detail as possible so that I can work on the issue with you. Include your receipt number, the name of the template that you purchased, the type of software that you are using (Word or Publisher), and describe what you want to do in detail. For the swiftest response, e-mail me immediately.

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29)  I bought a template a while back and lost it in a computer crash. Can I get a replacement ?

Yes! As long as it is within 6 months of your original purchase and we can verify it, we'll be glad to replace your template. Just send us an e-mail with your name, the e-mail address used on your order, your Paypal transaction number (available from your Paypal or credit card statement) and the name of the template you purchased. Our template download verification records are kept up to six months. After that we will not be able to verify the transaction or replace it for you.

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30) I see you have added family life gifts to your site. What is included with your Family Life Gifts?

Go here to read our refund policy for the Family Life Ornament Gifts.

WHAT IS INCLUDED: Family Life gifts are available for Memorials, Wedding, Wedding Anniversary, Birth of a Child. Suitable for gift giving all year around and especially on Valentine's Day, Mothers Day, Fathers Day, Christmas, Christenings, or a Memorial service. Each gift includes:

• a hand inscribed name plate with the names specified in your order

• or, a professionally engraved name plate ( Custom Plates only) with the names specified in your order

• gift box or storage box

• a gift pouch

• a gold gift card.

ADDING NAMES FOR ENGRAVED NAME PLATE: enter the gift card message in the "Comments" area of our shopping cart. Your hand inscribed name plate can include a brief six word message and the name. Please double-check the spelling of the names for your hand inscribed plate before completing your order.

CUSTOM NAME PLATES: Custom plates with more than one name are professionally engraved. They will be mailed to you and may not arrive with the Family Life Gift. Please double-check the spelling of the names for your custom engraved plate before completing your order.

MISTAKES IN SPELLING ON A HAND INSCRIBED NAME PLATE: We will compare text on the plate with the text on your order. If we made the mistake, we will cheerfully replace the name plate.

MISTAKES IN SPELLING ON A CUSTOM ENGRAVED NAME PLATE: We will compare text on the plate with text on your order. If we made the mistake, we will cheerfully replace the name plate. But, since the information supplied on your order is directly transmitted to the engraver, there is an additional charge to replace a mistake that we did not make on a custom name plate. These are professionally engraved and we must pay to have them done for you. Please double-check the spelling of the names for your custom engraved plate before completing your order.

To see more family ornaments or fine quality, personalized Christmas ornaments with a Bible verse, please visit KCIC Christmas Ornaments. Their beautiful ornaments are available all year around.

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31 )  Why can't I purchase a template and a gift on the same order?

We apologize for the inconvenience. Unfortunately, the program that we use to monitor and deliver our templates ( intangible items) does not accommodate our gift products (tangible items.) You can still use either your Paypal account or a credit card with both carts. Just complete your order for the template (or gift) then, return to our site and place an order for the second item.

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Friday, June 20, 2008

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