Printcart Product Personalizer

I had been looking for an app that we could use for our online clients to use in designing their printed items and this is perfect! I can specify which products to add it to and then it doesn't affect the pricing modules that I had already worked so hard on. When a customer uses this designer and places an order the file doesn't come through clear or as large as specified. I can't specify the bleeds. I have emailed multiple times and at first was getting responses but now I am not.