FAQ
Frequently asked questions about StitchCraft product customization.
Installation & Setup
Why isn't the customization widget showing on my product page?
Check these common causes:
No customization zones: The product needs at least one customization zone (text or image) configured — just enabling the product isn't enough
Product not enabled: Go to Products in StitchCraft and ensure the product has customization enabled (toggle is on)
Theme block not added: The widget requires a theme app extension:
Go to Online Store > Themes > Customize
Navigate to a product page
Click "Add block" and find StitchCraft under Apps
Save your theme
No active subscription: Without an active subscription (or free trial), the widget won't show. Check the Billing page in the app
No fonts or colors: Text zones need at least one active font and one active color to appear
Variant restrictions: If you've set specific variants for customization, the widget only shows when those variants are selected
Does StitchCraft work with my theme?
StitchCraft works with all Online Store 2.0 themes (including Dawn and most modern themes). For older "vintage" themes, the widget may require manual code integration. Contact support if you need help with a vintage theme.
Can I use StitchCraft on a headless/custom storefront?
Yes! StitchCraft provides a public API endpoint that returns customization configuration for any product. You can build your own widget using this data. Contact support for API documentation.
Fonts & Colors
What font formats are supported?
StitchCraft accepts:
.ttf (TrueType Font)
.otf (OpenType Font)
Maximum file size: 5MB per font
Where can I find fonts to use?
Popular sources for commercial-use fonts:
Google Fonts (free)
Adobe Fonts (subscription)
Important: Ensure you have the proper license for commercial use on products you sell.
Can I use different fonts for different products?
Yes! When configuring a product, you can select which fonts are available for that specific product. Leave the selection empty to allow all active fonts.
What's the difference between hex colors and texture images?
Hex colors: Simple solid colors (e.g., #FF5733). Good for digital printing or simple previews.
Texture images: Upload an image showing actual thread texture. Great for embroidery to give customers a realistic preview.
You can use either or both for each color option.
Product Configuration
How do I set different prices for different products?
Each product can have its own customization price:
Go to Products > Select a product
In the Settings tab, enter a custom price
Leave it blank to use your store's default price
You can even charge different prices for different placements on the same product (e.g., chest embroidery vs. a small sleeve logo) -- see Letting Customers Choose One Zone.
What does the character limit do?
The character limit restricts how many characters a customer can type. This helps ensure:
Text fits within the designated area
Production is feasible (very long text may not work for embroidery)
Pricing is appropriate for the amount of customization
How does the preview positioning work?
The preview shows customers approximately where their text will appear:
Position (X/Y): Where the center of the text sits on the product image
Bounding Box: The maximum area the text can occupy
Text Behavior: How text adapts when it's too long:
Scale: Text shrinks to fit
Wrap: Text wraps to multiple lines
Strict: Text is cut off at the boundary
Can customers customize multiple areas on one product?
Yes! Each product can have multiple customization zones. For example, a tote bag could have a text zone on the front and an image zone on the pocket. Add zones from the product configuration page.
By default customers can fill in all zones for one customization fee. If you'd rather have customers pick exactly one area -- with its own price per area -- switch the product to choose-one mode. See Letting Customers Choose One Zone.
How do I make customization mandatory on a product?
Some products only make sense when personalized -- engraved gifts, monogrammed items, custom name signs. To skip the Yes/No dropdown and show the customization options immediately:
Go to Products > select the product
Find the Customer choice section on the product configuration page
Check Always require customization
Click Save
On the storefront, customers will see the customization fields right away with the fee shown as a separate line. They cannot opt out -- every order for this product includes customization. See Always Require Customization for more.
On products using choose-one zone selection, the dropdown stays so customers can pick which area to customize -- it just has no "No customization" option.
Why is the "Buy It Now" button missing on a customizable product?
This is intentional. Shopify's Buy It Now button uses Shop Pay's express checkout, which doesn't carry line item properties through -- meaning the customization details (text, font, color) would be lost.
To prevent customers from losing their customization, the widget hides Buy It Now whenever customization is active:
In dropdown mode: Buy It Now is hidden once the customer selects "Add customization" (or picks a placement on choose-one products)
In always-required mode: Buy It Now is hidden from the moment the page loads
Customers can still complete their purchase normally by clicking Add to Cart and checking out from the cart page.
Orders & Fulfillment
Where do I see the customization details for an order?
Customization details appear in several places:
Shopify Order Page: Look at the line item properties
StitchCraft Orders: View all customized orders in one place
Order Confirmation Emails: After setting up the email template
What information is stored with each order?
For each customized item, we store:
The custom text entered (text zones)
Selected overlay image (image zones)
Selected font name and color name
Preview/mockup image URL
How do I set up order confirmation emails to show customization?
See our Email Setup Guide or:
Go to Email Setup in StitchCraft
Copy the Liquid code snippet
Paste it into your Order Confirmation template in Shopify Settings > Notifications
Can I export customization data?
Customization details are attached to Shopify orders as line item properties. You can:
Export orders from Shopify (includes properties)
Use order management apps that read line item properties
Access data via Shopify's API
Billing & Plans
How does the free trial work?
All plans include a 14-day free trial:
Full access to all features during the trial
No charge until the trial ends
Cancel anytime during the trial
What counts as a "customized order"?
An order counts toward your plan limit when:
It contains at least one item with customization
Multiple customized items in one order = 1 order count
What happens if I exceed my plan limit?
We provide a 10% grace period:
Starter (50 orders): Grace up to 55 orders
Pro (300 orders): Grace up to 330 orders
During the grace period, you'll see upgrade prompts but customization continues working. After exceeding the grace period, the customization widget is temporarily disabled until you upgrade.
Can I downgrade my plan?
Yes, you can change plans anytime from the Billing page. If you downgrade:
The change takes effect at your next billing cycle
You keep access to your current plan until then
Do you offer annual billing?
Currently, StitchCraft offers monthly billing only. Annual plans may be available in the future.
Troubleshooting
The preview text looks different from the actual product
The preview is an approximation to help customers visualize their customization. Actual results depend on:
Your production process (embroidery, printing, etc.)
The physical product material
Production equipment settings
Consider adding a disclaimer on your product page about preview accuracy.
Fonts aren't loading in the preview
Try these steps:
Check that the font is marked as "Active" in the Fonts list
Verify the font file uploaded successfully (you should see a preview)
Clear your browser cache and reload
Try a different browser to rule out browser-specific issues
If problems persist, try re-uploading the font file.
The widget is appearing in the wrong position
To reposition the widget:
Go to Online Store > Themes > Customize
Navigate to a product page
Find the StitchCraft block in the left sidebar
Drag it to the desired position
Save your theme
Customer text is being cut off in the preview
Adjust the bounding box settings:
Go to Products > Select the product
Increase the Bounding Width or Bounding Height
Change Text Behavior to "Scale" or "Wrap"
Reduce the minimum text size if using "Scale"
Data & Privacy
What customer data does StitchCraft store?
We store only:
The customization text customers enter
Their font, color, and image selections
The Shopify order ID for reference
We do NOT store customer names, emails, addresses, or payment information.
What happens to my data if I uninstall StitchCraft?
Data is retained for 48 hours after uninstall (in case you reinstall)
After 48 hours, all your data is permanently deleted
This includes all settings, fonts, colors, and order records
Is StitchCraft GDPR compliant?
Yes. We comply with GDPR and other privacy regulations:
We respond to customer data deletion requests
We delete all data when shops uninstall
We only collect data necessary for the service
See our Privacy Policy for details
Still Have Questions?
Contact our support team through the StitchCraft app. We respond within 24 hours.
When contacting support, please include:
Your Shopify store URL
A description of the issue
Screenshots if applicable
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