First, ensure that you have followed the steps in this article.
If you have not received an email that your media download is ready, it may have gone to your spam folder. Check there for the email with the download link, or you can log into your Pixorial library and click the "Download" button again. If the download is ready, it will begin downloading to your computer immediately.
If you continue to have issues, please contact customer service and include the barcode of the media in your message. You can locate the barcode by selecting the media in your Library, and then selecting "Info" on the right-hand side of the screen. We will need this barcode information in order to investigate your problem.