Fantastic World machine embroidery designs

Support was so helpful, they answered ALL! of my questions quickly since I am new to embroidery. I will definitely be buying more from this shop.

I love this design. This will be on our caps and bags. Will load the picture (if possible) once the products are done. Thank you.

Hello!

I've purchased a couple embroidery designs which I am trying to download. When I click on the download link, it appears to have downloaded them (I see the file name under my downloads and everything appears to be as it should), but when I save it to my thumbdrive to use on my embroidery machine, the image is not appearing. On other websites that I have purchased images from, they appear the same on my download page as they do on your images, but after I transfer them, they do appear on my machine's screen.
Could you help me to understand how I can get it to load on my machine? Or is there a way to have the files sent directly to this e-mail address so I could try to download them from here as well?

Thank you!

Some questions.
1. Your embroidery machine full name?
2. Hoop size?

Stitched out even better than I expected! Put in on face masks for my family and friends! Thanks