DRAFT for owner review. This page is a plain-English starting point, not legal advice and not yet reviewed by a lawyer. Turnip Ink LLC must complete the [bracketed] items before launch. Remove this notice and the noindex tag when approved.

Help & support

Last updated: [DATE]

Answers for orders from this shop (make.turnipink.com). Can’t find what you need? Email us.

Contact us

Email the.turnip.ink@gmail.com. Please include your order number (it looks like the one in your order email and on your order page) and the email address you used at checkout. We usually reply [OWNER: e.g. within 1–2 business days].

I can’t find my download link

• After you pay, we email you an order confirmation with the subject “Your Turnip Ink order …”. It lists what you bought and has a link to your order page. The order page is where your download buttons are. For safety the email itself does not contain the file links.
• Check your spam, junk and promotions folders, and search your mailbox for “Turnip Ink”. Also check that you are looking in the mailbox you typed at checkout.
• Your order page link stays valid, so keep the email or bookmark the page. You can also reach it from the confirmation page you see right after paying.
• Still nothing? Email us with your order number or the email address you used and we will help you get back to your order.

Download limits and expired links

• Each file can be downloaded 5 times and its download link works for 7 days from purchase. The order page shows how many downloads are left and the expiry date for each file.
• Please download your files straight away and keep a backup copy.
• If a link has expired or you have used up the downloads, email us with your order number and we will help.
• If an order is refunded, or is on hold because of a fraud check or a payment dispute, its downloads are switched off and the order page says so. Contact us with your order number if you think that is a mistake.

Opening your cut files

Your download is a ZIP file. Unzip it first, then open the SVG for your material and thickness. A README inside lists every file.

• Laser software: Falcon Design Space, LightBurn, xTool Creative Space and Glowforge all open SVG files. Import the file, check the size is 100% (millimetres), then assign cut, score and engrave settings for your machine and material. Always cut a small test piece first.
• Paper kits: printable kits are PDFs. You can print them and cut by hand, or use a cutting machine such as Cricut Design Space or Silhouette Studio where the kit supports it.
• Colour key: red lines are cut, blue lines are score, black is engrave. A hidden layer called STACKED PREVIEW is only a picture of the assembled piece and is not cut.
• The Turnip Ink mark: files include a small maker’s mark in a group called turnipink-mark on the engrave layer. Delete that group if you would rather leave it off.
• Laser cutting involves fire and fumes: ventilate, never leave the machine unattended and follow your machine’s safety guidance.

Printing paper kits

• Print at 100% / “Actual size”. Turn off “Fit to page” and “Scale to fit”. Kits are provided for US Letter and A4.
• Use cardstock, around 65–110 lb (176–300 gsm).
• Check the scale: every page has a 50 mm check bar. Measure it with a ruler before cutting. If it does not measure 50 mm, your print was scaled and the parts will not fit.
• If a page is meant to print on both sides, choose double-sided printing that flips on the long edge, and test on scrap paper first.
• Follow each page’s legend for cut, fold and glue lines.

Physical orders

• Finished pieces are made to order after you pay. We email you when your order ships. See Refunds & shipping for making and shipping times and costs.
• Please double-check your delivery address at checkout: we cannot reroute a package once it has shipped.
• If something arrives damaged or is not right, email us with your order number and photos. We will replace the piece or refund you as described in Refunds & shipping.

Refunds and disputes

In short: digital files are not refundable once downloaded, except for defects (a file that will not open, is missing pieces or does not cut as described, which we will fix, replace or refund). Physical pieces are made to order; damaged or defective items are replaced or refunded. Full details are on Refunds & shipping.

Please contact us before disputing a charge with your bank. We answer quickly and would rather fix it. A dispute puts your order on hold and switches off its download links until it is resolved.

Seeing TURNIP INK* on your card statement?

Turnip Ink LLC runs more than one online shop and all of them bill as TURNIP INK* followed by the shop name:

• TURNIP INK* MAKE: this shop, make.turnipink.com (laser cut files, printable paper kits and finished pieces).
• TURNIP INK* LAKES: lakes.turnipink.com (lake contour boards).

If you do not recognise a charge, search your email for “Turnip Ink” to find the order email, or write to us at the.turnip.ink@gmail.com and we will help you identify it, or refund it if it was a mistake.

Your privacy

See our Privacy policy for what we collect and how to ask us to see or delete it.