Questions Frequently Asked About Our Templates
Your template download link will be delivered by e-mail immediately after the sale.

1. Exactly what are your templates designed to do?

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

3. Can I use your templates with an Apple computer?

4. Do I need WinZip, PKunzip or other unzipping software to open your templates?

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

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

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

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

9. Are template download and installation instructions included?

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

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

12. What is PayPal and how will my order be processed?

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

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

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

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

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

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

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

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

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

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

23. 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"?

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

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

26. Why are the Bundled Templates only available on a cd?

27. Can I resell your templates?

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

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

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

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

32. Can I buy a downloadable template and cd template or 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 to help you save time and money when preparing documents for family celebrations and other life events. I've been creating original family life keepsakes for family, friends and clients since before 1982. Our templates are a quick, easy-to-use, correctly formatted solution for anyone who needs to create an uncomplicated, professional-looking family life keepsake but does not have the time to do so from scratch. They are designed to work with the copy of Microsoft Word, Works or Publisher already on your computer. We take the work out of preparing your funeral, memorial, wedding, graduation or family reunion keepsake by including sample text in all of our templates that you can easily change if you wish.

Our templates 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 up to 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-$1 per side. If you use your own printer, a brand new cartridge and a $6 ream of good quality paper or cover stock you'll save even more. Another example: you can use our templates to print out and sell a Family Reunion Booklet 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 2003+, Microsoft Works version 6-9 or Microsoft Publisher  2003+ installed on your computer. No purchase of any additional software is required or necessary in order to use our templates.  If you do not own Microsoft Word, Works or Microsoft Publisher and still want to purchase a template, see Question 7 below. 

Our templates are simple, straightforward and uncomplicated. There is no need to change the layout or design. Just read through the template and the "General Instructions" included with the template before you begin editing. This will help you to see how the template is organized, get a feel for the tone and the type of information you need to gather and understand how best to edit it. Then, substitute your information for ours, print and go. As stated on the product description pages, templates offered in Microsoft Works, 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.

Who uses our templates? A family member in need of a professional quality family reunion documents, funeral or memorial program booklet for a loved one, a home cook/baker/canner/grill master looking for low cost, colorful labels for homemade food gifts, a family-themed Christmas gift, 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 family reunion, wedding or wedding anniversary planner/organizer, or you if that is your task, home-based desktop publisher who edits and prints custom-ordered family life keepsakes and sells them to others.

Our templates have been used at funerals, family reunions, graduations, weddings, anniversaries and given as Christmas gifts for friends and family all over the world. 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 exactly 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 your program (Microsoft Word, Microsoft Works or Microsoft Publisher) and supplied the correct e-mail address on your order.

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

Most new computer users have no idea what is actually on their computers. Do not assume that you have Microsoft Word, Works or Publisher just because you have "Microsoft" on your system. The operating system software (Windows 2000, ME, XP etc.) and Microsoft Works are usually installed on your computer when you buy it. Microsoft Word or Microsoft Publisher must be purchased and installed separately. These two programs 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. 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 have Microsoft Works on your computer, get Works templates. If you do not own Microsoft Word, Works or Microsoft Publisher and still want to purchase a template, see Question 7 below. And, read our refund policy.

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3)  Can I use your templates with an Apple/Mac computer?

YES! You can use our Word templates if you have Mac OSX operating system and Microsoft Office or Microsoft Word for Apple/Mac on your computer. The operating system software is usually installed on your computer when you buy it. You may need to change the default fonts (Arial to Helvetica), correct the table layouts and the printer margins. There is no Microsoft program for Apple/Mac that can open Publisher templates. Be sure to . If you do not own Microsoft Word for Mac/Apple and still want to purchase a template, see Question 7 below. 

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4) Will I need unzipping software to open your your compressed templates?

NO. We have recently converted all of our templates into self-installing files and no additional software other than the copy of Microsoft Word, Works or Publisher already on your computer will be required. After June 1st,  E-Zip Wizard will not be required to unzip our templates. However, if you need reliable software for compressing all types of Microsoft Windows compatible files, the full version of E-Zip Wizard is excellent, inexpensive and easy-to-use but, as of this writing, it is not compatible with Microsoft Vista.

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5) 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 edit / change the template you need Microsoft Word for Windows 2000-2007 or higher, Microsoft Word for Mac on a Mac OSX operating system, Microsoft Publisher 2000-2007 or higher for Windows or Microsoft Works version 6-9 or higher. Our unzipped templates are guaranteed to work smoothly with the software for which it was created - either Microsoft Word 2000+ , Microsoft Works versions 6-9+ or Microsoft Publisher 2000+.

Please note that Microsoft software is not interchangeable 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. Some of our Word templates can be opened with Microsoft Publisher or Microsoft Works. However, we do not offer any guarantees and do not encourage you to purchase with that in mind. Nor do our templates work with any other software program named Word, Works or Publisher except Microsoft Word, Microsoft Works or Microsoft Publisher.

Specifically, our templates can not be opened and/or edited with:

• 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. 
• Any version of software with Windows 3.0 or Windows 95 operating software
• Apple/Mac computer (Publisher templates only. Word templates can be opened with Apple/Mac OSX version of Microsoft Word)
• Adobe Software
• Corel Word Perfect
• Handheld devices
• Linux operating system computer
• Lindows operating system computer
• Lotus Word
• Microsoft Excel
• Microsoft Greetings
• Microsoft Home Publishing
• Microsoft Power Point
• Microsoft Publisher, Excel, Home Publishing, PowerPoint for Apple computers
• Microsoft Word Viewer, Power Point Viewer, Excel Viewer
• Microsoft Word, Publisher, Excel, Home Publishing, PowerPoint for Linux computers
• Ventura Publisher

If you are not sure that you have the full or upgrade version of Microsoft Word, Works or Microsoft Publisher on your 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 7 below.

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6)  How do I check my computer to make sure that Microsoft Word, Works 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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7)  Where can I buy Word, Works 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 or Microsoft Works. 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 program is better, in terms of flexibility and ease of modifying I think Publisher is better than Word or Works. 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 and Microsoft Works is even more limited. Microsoft Publisher is flexible and home and small business users who do not need to hire professional services for layout, design and printing of marketing publications can save money using it to create professional quality documents. 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 with all Microsoft Publisher, Works or Word. However, you can change the color of a graphic or use various shades of color to "grey out" a graphic with Publisher, but not with Word or Works. 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, same with Word and Works templates.

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

A download link for your template is sent to the e-mail address on your order immediately after the sale is completed unless you pay with a PayPal e-Check. Downloading the template takes only a few minutes and the template installs itself after you click on the downloaded file. An expert user of Publisher, Works 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 few hours. If you need to install a new copy of Word, Works 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 software. But, if you need help assembling your keepsake, let me know.

To make sure that you get your template and bypass the aggressive spam filters on most e-mail accounts, please add our domain e-mail address to your white list, contact, 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 19 below. For most of our customers, the entire downloading process (after you click on the download link) usually takes less than 5 minutes. Installation 1 minute or less.

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9)  Are template download and installation and assembly instructions included? 

YES!  Our templates are uncomplicated, easy-to-use and assume that you know how to use either Microsoft Works, Publisher or Microsoft Word for Windows. Every template includes a set of General Instructions to help you complete the keepsake and get the best results. Certain templates also include document-specific instructions and "extra's" for customizing your keepsake with just the right words. I've tried to keep the instructions clear and 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. 

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10)  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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11)  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 purchasing. 

And, if you do get the template, the link may be divided into two lines or will not be in blue text /clickable. You'll need to copy and paste it into your browser window. Instructions are included in the download letter. Go here for an explanation and help. 

Also, if our e-mail address is not on your buddy list, white list, contact list or list of approved addresses, your download link e-mail will be rejected as spam or sent to your bulk mail folder and you will not get it in your inbox. To avoid this, add our domain e-mail address to your e-mail address book, contact list 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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12)  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 method to purchase 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 by MasterCard, Visa, Discover and American Express in USD, UK, AU and CAN currency or, you can use your PayPal account. We also accept PayPal e-checks. However, PayPal e-checks take approx. 4 days to clear before the template will be delivered.  Unfortunately, due to PayPal rules, we can not cancel the sale or issue a refund until after the e-check has cleared. The template will be automatically sent after PayPal notifies us that your e-check has cleared. To avoid frustration, please do not pay for time-sensitive templates with an e-check.

To place an order by mail and use a money order for payment, go here to access our mail order payment form. Sorry, no personal checks. 

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

After the sale you will receive a confirmation from PayPal. After we receive notice of the purchase, our automated template delivery system will send you a note with instructions and the template download link. The link will return you to our site to download the file. If you do not get your e-mail with the download link within 1 hour after placing an order, PLEASE NOTIFY ME IMMEDIATELY. 

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14)  What if I do not see the download e-mail in my inbox or your follow-up e-mail with the template attached?

First, check for our e-mail in your bulk, spam or main inbox. The mail will have the subject "Your Family Heritage Template Download." Here are the most common reasons that customers do not get their template download e-mail: 

• typing in the wrong e-mail address or using an Instant Messaging e-mail address on the order. Please check the e-mail address on your order and send us the correct one if you made a mistake.

• personal or corporate e-mail servers are often set to automatically delete e-mail with an 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, add our e-mail address to your contact, buddy or white list or use an e-mail account without those restrictions..

• aggressive spam filtering on your e-mail server rejects our e-mail or diverts it to your bulk/spam mail folder. To avoid this, add our domain e-mail address to your e-mail address book, contact list or "buddy list" before making your purchase.

• your anti-virus, anti-spam or firewall software is set to delete incoming e-mail with an attachment or remove a clickable link. When you see the mail, if you get it, the attachment will be deleted or the inbound link text will be changed so that it is no longer clickable (in blue text). 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 #20.

• 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 template file.

• Also, if you need help adding our address to your contact/buddy/white list, see add our domain e-mail address.

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

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

There are three 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 did not click on or copy the entire 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 in light blue and the second line will appear in regular text ( or black text) and 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 address, not just one part of it. 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. Every click on the highlighted text in your link counts towards your three downloads - even if you get an error message.

If your download is on two lines or not highlighted in blue text, (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 ]

If you clicked on a partial link and used up your downloads CONTACT ME IMMEDIATELY for a new, full download link. 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 include your payment confirmation number so that we can verify the order.

(3) Every reputable software manufacturer, e-mail server and ISP is trying to protect their customers from dangerous code or websites on the internet. The more software you have on your computer to protect you, the greater the possibility that one or more of them has an internal setting that will block your attempt to download from the internet. Because there are thousands of possible computer configurations, we cannot address this type of issue other than through the questions in this FAQ. If you can not access the download page or download the template let me know immediately and I will re-send the download link or the files by certified e-mail. 

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16)  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, contact list or "buddy list" before making your purchase!!   If you placed a spam filter 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 14 above.

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17) 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 or divert to a bulk mail folder any e-mail from a sender that is not on your buddy list, white list or list of approved senders. They also delete e-mail with an attachment or a clickable link. (Ours has a clickable link.) Go here for instructions to add our e-mail address to your e-mail account.

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

If you take your time, read and carefully follow the directions in the download e-mail 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. If you need help, send me a "high priority" e-mail. I try to respond to all e-mails within 24 hours. It is easier to answer a question before the purchase than try to fix a problem afterwards. :-)

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19) 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/laptop at home, a re-write able compact disk or a stand alone PC/ laptop not connected to a corporate 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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20)  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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21)  Is there anything else I should know before trying to access or download your template

• Do not use an "IM" or ICQ (Instant Messaging) e-mail address 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 14 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.
• Do not download to an internet-connected device which is not a computer. These devices are not configured for using our templates.

• Do not download onto 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.

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

Here are the download instructions included with every one of our templates: 

• When you get to the download page, click the download button/link;
• When asked to run or save, select "Save", create a new folder on your hard drive, name it "Heritage" then download all templates/programs/files into it;
• After downloading, find the "Heritage" folder, open it, double-click or click on the downloaded file. The installed template will automatically create an icon on your desktop for opening the readme file and/or the template file. 
• Click on it to unzip and install the template. If your file associations are correct, it will open the Microsoft Word, Works or Publisher software on your computer and present you with the template ready for editing. The extras and the original template will be in a folder called "Family Heritage Templates".

If you do not follow our instructions and save the downloaded file in a specific folder, 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 save the file into a "Heritage" folder, go here for step-by-step instructions to check your computer for the template.

If you need a new download link notify me immediately!!

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23) 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, and does not have the correct software installed;
• did not read this FAQ or the download letter and is repeatedly clicking on a partial or expired download link;
• did not check/change their spam filter or e-mail box settings and therefore did not get the template;
• can't find the template on their computer because they did not read and follow the download directions;
• is not using the template as it was intended (i.e. 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;
• tried to download the template using a download manager or other third party downloading software.

Please read the product description and images, our refund policy and make your selection carefully.  To avoid having a problem with using our template, check your computer before making a purchase be sure that you have Microsoft Word, Works or Microsoft Publisher installed. If you don't have the required software 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 or Microsoft Works.

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". 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. Our competitors may have more colorful templates but, they do not give you as many extras as I do or as much specific help with creating your keepsake and they cost more. Plus, none of them include pre-written sample text so, be prepared for the extra work! :-) 

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24) 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, Works 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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25)  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 AND FILE SETTINGS 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 with the program used to create it. Which means, if you bought a template for Microsoft Word and Microsoft Word is on your computer it will open up that program and the template ready to edit after you click/ double click on the unzipped template file. The same for our Publisher and Works templates. If you do not have your computer set up to automatically open Office documents, start up your software (Word, Works or Publisher), locate the unzipped template in the "Heritage" folder and open it from within the software. If you can not find the software for your template, or 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 told 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." I was able to save the template in WordPerfect format and send her that one instead. Another time, a 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. Now, both this FAQ, the description pages and our home page tell customers the template is intended for use with the copy of Word, Works or Publisher that is on your computer. Perhaps he bought it to use after he re-installed the correct software??? Clearly, the fact that he could not use the template is not our fault. The template was delivered as promised and in perfect condition.

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 Help Desk 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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26)  Why are the Bundled Templates only available on a cd?

Our bundled templates are too large to send by e-mail or as a download. Templates that are available on a cd are on our Bulk template page. You will receive your templates burned to a cd, compressed and uncompressed as well as all of the extras and instructions shipped to you by UPS and a signature will be required at delivery. Please include your street address on the order. (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 Funeral and Memorial templates for Publisher, Works and Word
• All Family Reunion templates for Word and Publisher
• All Wedding or Anniversary templates for Publisher and Word

As stated on the product description pages, where a template is offered in both Microsoft Publisher, Works and Microsoft Word these templates have the same content. Due to the limitations of Word and Works, the layout may differ. Templates offered in a brochure and booklet format have the exact same content. Publisher templates are easier to edit and allow you more flexibility. Please go here for more information regarding our shipping policy for Family Life Gifts and the Bundled Templates on cd.

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27)  Can I resell your templates or post them on the internet?

NO!  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. However, 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.

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

YES!  We have a legal obligation to deliver 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 need be.) If you do not get the download e-mail or cannot access the download page we'll send the uncompressed template by certified e-mail. If you need help 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. Before doing so, check your order confirmation to make sure that you used the correct e-mail address and purchased the correct template. Do not send a request for help to the "helpme@" address. It is an auto-responder only. E-mail sent to that location is not read and deleted automatically by our server. 

For the swiftest response, when notifying 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 helpful information on our site. You just might find your answer there. Or, go here to use our contact form.  Do not wait days or weeks after you order to write and tell me that you had a problem or could not use it because "fill in the blank..." reason.

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29)  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.  Before doing so, be sure that you have read the General Instructions and check your order confirmation to make sure that you used the correct e-mail address and purchased the correct template. If you have a problem, notify me immediately. Do not wait days or weeks after you order 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, Works or Publisher), and describe what you want to do in detail. For the swiftest response, e-mail me immediately.

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30)  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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31) I see you have added family life gifts to your site. What is included with your Family Life 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 metal name plate with several blank lines for you to have a name inscribed

  • memorial plaque name plates are engraved with "In Loving Memory"

  • Wedding, birth, etc. name plates are engraved with "With Love Always"

• or, you can order a professionally engraved name plate (Custom Plates only) with the names specified in your order. Custom plates do not have an engraved message.

• gift box or storage box

• an organza gift pouch

• a gift card

CUSTOM NAME PLATES: Custom plates are professionally engraved. They will be mailed to you ( or the recipient of your gift) 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 CUSTOM ENGRAVED NAME PLATE:  The information supplied on your order is directly transmitted to the engraver. And, we will compare text on the plate with text on your order. If we made the mistake, we will cheerfully replace the custom name plate. There is an additional charge to replace a plate if we did not make the mistake. 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.

Go here to read our refund policy for the Family Life Ornament Gifts. To see more family ornaments or fine quality, personalized Christmas ornaments with a Bible verse, please visit KCIC Christmas Ornaments.com to see their beautiful ornaments which are available all year around.

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32 )  Can I purchase a downloadable template, cd or a gift on the same order?

Yes! Our new cart can accommodate purchase of any of our products templates, a gift or CD with templates.  You can use either a credit card or your PayPal account to complete your order.

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Sunday, August 30, 2009

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