Customer Service & Support

HOW MAY WE HELP YOU?
Phone
Toll Free: 1-800-428-7606
Local: 1-435-755-0486

Hours
9:00am-5:00pm M-F
Mountain Standard Time

Email
info@embroidery.com

Mailing Address
1638 North 200 West
Suite G
Logan, UT 84341
It's a big Internet out there, and with many websites it's almost impossible to reach a "real" person who can help you. But Embroidery.com is different. Our customers have learned that our Customer Service Department stands unequaled in friendliness, helpfulness, and efficiency. Our goal is to help you have a positive shopping experience on Embroidery.com, and we are ready and eager to help you with any questions or concerns you may have. So if you need us, please contact us--we're "real" people, we really care about our customers, and we are here to help you.

"I use the Internet for just about everything. You have an excellent site, with ease to use and fabulous selection. Your response to any inquiries, comments, suggestions, or complaints is by far one of the very best on the Internet. By phone, you're much more helpful than most . . .you are ALL terrific!!!!!" -- Jan in Montana

"Hi folks -- I don't know if I' ve ever told you what a great service you are to my business. If I am helped I can't imagine how many other small, out in the middle of nowhere little shops enjoy your service. Keep up the great service, prices, and selection." -- Nancy in New York

"I just wanted to say in this note that embroidery.com continually amazes me. There are always new designs being added and the convenience is incredable. I am so pleased with your site...I think everyone who embroiders should look to you guys first! When I want something specific, I always go to you first. I actually purchased a couple of patterns from another site,at the request of a customer, who was standing there waiting for the designs to arrive...much to my chagrin, it took till the next day before they were emailed to me. I really do appreciate the fact that you pre-approve your customers and email immediately. One of the things about my little business, is that I try to get orders out as quickly as possible & your stuff is here right away! As an afternote, I appreciate the availability to critique the different designers. I live in British Columbia in a small town that is 3 hrs from the nearest city...and even in the city, I couldn't find embroidery stuff. Your site has opened up a whole new aspect to my little home sewing business. ....with the Internet, we truly are only a mouse click away! " -- Marcy in British Columbia

"I want to congratulate you on your wonderful web site. Unless I have a complaint, I rarely write to companies. In all fairness, it seems appropriate to express appreciation to companies like yours. Like most of my friends, when I want something, I want it yesterday. To be able to go to Embroidery.com at 11 p.m. (or later!!), browse through your designs and download them immediately is shopping heaven for me. Your constant flow of new designs, your bargain introductory prices, your very, very beautiful, very, very usable free designs are reason enough to check your page frequently. The ability to download the same design again and again has saved me hours and hours of searching for that same design or searching for the color sequence. I have never had a problem downloading, I have never had a question (sent to your convenient e-mail address) go unanswered for more than a few hours, I have never had to worry about whether I downloaded in .pcs for my Pfaff 7570 or in .pes for my Brother 8200 because I can get it fresh from your site, no matter what. " -- Janice in Florida

More Comments

Etta Sue H.

how do I change my email address

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Heather B.

Hi, Etta Sue. Thanks for your question! You can update your email address by logging in with your old information and then going to the Account Profile page.
https://www.embroidery.com/account.ec?Opt=Profile

Replace your old email address and then click the red "save" button. Done! Please let me know if I can help you further.

~Heather
info@embroidery.com

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debra h.

I have several old cds that are produced by cactus punch. I had a computer crash and now want to load my cactus punch files onto my new computer. The problem is the new computer does not reconginize the old software. One of the cds is dated 2003 (Scenes 9 Four Seasons Cottage), so in the computer work that is old. Is there a way that I can go to a web site and download these files. The cds I have are the originals and I have the coversheets with the bar codes. Thanks for your time and assistance!

Debbie

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Kirsten S.

Hi Debbie, I hope you saw Darin's response below. Great news! If the design set is available from Embroidery.com, we are authorized to add these designs to your download center if you mail us the original CD.

That means a lot less hassle!

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Kirsten S.

Hi Debra,

If your new computer is not recognizing your design CDs, maybe this can be remedied by getting the software. I'm not sure how Cactus Punch used to package their CDs. Can you tell which software it is not recognizing? In most cases a CD from 2003 ought still to work. But if for instance you don't have your embroidery software loaded on your computer, then you may need to do that in order to have the designs recognized.

If the CD has an automatic installer file that the computer is not recognizing, I suggest using the "explore" or "open" option that comes up when you right click on the CD drive in the "My Computer" or "This PC" window:

And I'm checking on your question about the issue of possibly downloading the designs.

Good luck! Please let me know if you have success. kirsten@embroidery.com

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debra h.

I have several old cds that are produced by cactus punch. I had a computer crash and now want to load my cactus punch files onto my new computer. The problem is the new computer does not reconginize the old software. One of the cds is dated 2003 (Scenes 9 Four Seasons Cottage), so in the computer work that is old. Is there a way that I can go to a web site and download these files. The cds I have are the originals and I have the coversheets with the bar codes. Thanks for your time and assistance!

Debbie

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Darin A.

Hi Debbie, If the design set is available from Embroidery.com, we are authorized to add these designs to your download center if you mail us the original CD.


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Kirsten S.

Hi Debra,

I checked and found some support on Lindee Goodall's new site. She is a former owner of Cactus Punch. She says at some point after XP, Windows quit supporting the installer that Cactus Punch CDs used. If the method I described above does not work, she says you will need to contact Viking Sewing Machines for replacements; Cactus Punch sold the collections to them in 2004.
Here is the link to Lindee's FAQ about Cactus Punch installation:
http://lindeegembroidery.com/ufaqs/i-cant-install-...

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Linda C.

MY Bernina 770 QE is not listed on the choose your machine for what format to use so how can I find out what format to use when I order something.

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Heather B.

Hi, Linda. Thanks for writing. The Bernina 770 QE is a new machine to me, but I did a little research for you and it looks like it takes the .EXP format. I hope that's what you needed.

~Heather
info@embroidery.com

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Saundra P.

how do I pay and checkout

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Heather B.

Saundra, I see a successful order for you some Vintage Lace designs, so it looks like you were able to place your order successfully. If you need further assistance at this time, please let me know.

~Heather
info@embroidery.com

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Hazel B.

trying to put pattern on disc

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Kirsten S.

Hi Hazel,

First, place an empty CD-Rom into your computer’s CD drive. I'm going to proceed with my answer assuming you have Windows on your computer.

If you have successfully downloaded an embroidery design to a location on your computer, you can locate it there, and send it to your CD at that point.

This illustration uses Windows 10:

If your design is in your "downloads" folder, you can open the downloads folder and use the copy function to move it to your CD. Highlight your design, as shown, then click the "copy to" button at the top.

When you click "copy to" you get a list of options. If you don't see your CD drive in the list, click "choose location" at the bottom of the list. This opens a new window. Scroll down until you see "This PC" and the list of drives on it. Below, my CD Rom Drive (E:) is shown . I highlight it (in blue) and click "copy."

copy to CD.JPG

Then it will copy your file to the CD-Rom drive. Next you need to burn the files to the disc.

waiting to burn.JPG

In fact, a window telling you that you have files waiting will probably appear each time you copy a file to the disc. You don’t need to click the balloon until you are ready. Continue copying until you have all the files you wish on the disc and are ready to finalize and burn.

You can choose to burn your disc at any time, from the “This PC” or “My Computer” window. Just right-click over the CD-Rom drive, and the option to burn will appear in a list.

burn from this pc.jpg

In the burn window, you will be prompted to name your CD and finish the burn process.

There are different formatting options for your CD: “Mastered” if you want it to run in older CD drives (earlier than Windows XP, or in non-computer CD drives) or with the “Live File System format” if (for instance) all of your computers and peripherals currently use the Live File System (Windows 10, Vista, XP, etc).

Complete instructions for this in Windows are here at the Microsoft site:
How to burn a CD: http://windows.microsoft.com/en-us/windows-vista/b...

Which CD format should I use? http://windows.microsoft.com/en-us/windows/which-c...

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Laura L.

I am trying to get the spring 32 set. I have a master card gift card and I realize it won't cover the cost but how do I add another payment method?

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Heather B.

Hi, Laura. Thanks for the question. When you checkout, you'll see your MasterCard listed. Right underneath your card, you'll see "Use New Card" in red text. Click on that text and then you can add a new card and proceed. Please let us know if you have further questions.

~Heather
info@embroidery.com

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Lou Ann B.

After being thrilled with my first few orders (Free Standing Lace pieces) I decided to get the entire set of hearts, make them up and send them to my Grandson so he could use them. After trying 3 of the hearts, I was so disappointed. They don't have scallops like in the picture, even though I've used 1 and then 2 layers of Vileen. I used it up while trying to get scalloped hearts and gave up the project. I'm a little disappointed to say the least. Do you test these for digitizing problems?

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Kirsten S.

Hi Lou Ann, Which set of hearts is this -- can you tell me the name of the set? I'd like to check that for you.

At Embroidery.com, we don't routinely test stitch each design that is sold here. The designers who sell here do test stitch their designs though. It is a very important part of the process.

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Lou Ann B.

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Elena Sergeevna P.

Hello! How much is shipping to Russia? How to pay?

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Pamela R.

do you take pay pal accounts for an order?


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Heather B.

I'm sorry, but we do not at this time, Pamela.

~Heather
info@embroidery.com

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Alison M.

Do you have any designs that I could use to make a wedding horseshoe to give as a present? I would prefer one done in the hoop or at least freestanding.

Hope you can help. I love your site and have just finished the treemendous pattern. It looks absolutely brilliant.

Thanks so much

Alison

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Heather B.

Hi, Alison. Thanks for the question. The only relevant product I can find is this freestanding lace horseshoe design from Starbird. It's pictured in green for St. Patrick's day, but of course, you can switch out the coloring for whatever colors you prefer:

http://www.embroidery.com/product.ec?productsetID=130664

P.S. Thanks for your feedback on the Tree-Mendous pattern. I'm glad you are enjoying it!

~Heather
info@embroidery.com

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Misty M.

Do you have a design for the fort collins temple that is just a one color outline?

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Heather B.

I am sorry, but we do not, Misty.

~Heather
info@embroidery.com

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Jennifer R.

I cannot get my files to open in Embrilliance Essentials. I know you need the BX format to actually put it in your library, but even when I try to open an individual letter like I do with other non BX fonts, I get and error telling me it failed to open properly. This only happens with the fonts I purchased from embroidery.com. Is there another file that works better? I've tried both .hus and .art. The files open fine on my embroidery machine, I'd just like to be able to open them on my computer as well.

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Kirsten S.

Hi Jennifer,

Thanks for your question. I am sure we can get those files to open in Essentials. It will really help you to use them effectively.

Usually with .bx fonts, you just drag them onto the Embrilliance screen, and they load. However, as you said, our alphabets are not in .bx, you open each letter separately. You will need to unzip the fonts first (if you are using the zip file delivery method), and open the unzipped files.

To open them, you will use the file open or file "merge stitch file commands", navigate to your .hus file and then open it.

You said you have tried opening fonts from other sources, so I do hope I'm not repeating things you have already tried. I would like to try one of the fonts you are trying to use. Would you give me the name of it?

-Kirsten

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Jennifer R.

Yes, I've tried both the merge stitch file and file open methods of opening the file.


Arabesque Monogram 9 (AL0701A-Z)\Arabesque Monogram A (al0701a)\Al0701a.hus

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Barbara V.

Beste ik heb een bestelling op 21 januari 2016 gedaan

ik zou graag weten hoeveel dagen moet ik wachten voor de producten;

Grten Barbara Van Mol.

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Heather B.

Bedankt voor je bericht. Ik hoop dat dit een correcte vertaling.

Uw bestelling is verzonden op 21 januari en is momenteel in douane. Je zal waarschijnlijk in de komende 5-7 dagen, maar houd er rekening mee dat de douane kan langer duren dan dat, afhankelijk van hoe lang het duurt om de inklaring. In zeldzame gevallen, arrangementen kunt u 4-6 weken voor aankomst. Ik zal u de tracking gegevens die wij van uw pakket.

~Heather
info@embroidery.com

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Barbara V.

Beste, Bedankt voor Jouw antwoordt.

Groeten

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Elvia A.

Where do I enter to update my email address

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Heather B.

Thanks for the question, Elvia. You'll first want to login (with your old email address) and then go to the Account Profile pages. Press "save" when you've updated your email address and you're done.

https://www.embroidery.com/account.ec?Opt=Profile


~Heather
info@embroidery.com

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heather p.

I am sewing out PJ seeing double tabletopper and I am having a problem with the top thread pulling through to the reverse. I am sewing on a Husqvarna SE, using double wash away stabilizer; embroidery thread in both the upper and bobbin threads. I have moved the thread tension from 2.0 up to 6 and cannot seem to rectify the problem. Any suggestions please

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Heather B.

Hi, Heather. I understand you have been communicating with Jackie from PJ Designs on this matter. Please let her know if you have any followup questions.

~Heather
info@embroidery.com

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Janet F.

I can not figure out for the life of me what bobbin type I need for my Bernina Artista 730e.... can anyone help me figure it out. I'd love to purchase pre-wound bobbins if they are available.

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Heather B.

Janet- Do you have the Artista 730 or the Bernette 730e?

Thanks,

~Heather
info@embroidery.com

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Janet F.

Hi Heather,

I have a Artista 730e :)

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Heather B.

Sorry about that, Janet. All the information I was finding was did not have the "E" at the end. I'd recommend trying Style L bobbins with the Artista 730E.

~Heather
info@embroidery.com

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Irlin C.

why can't I checkout. Page doesn't chang

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Heather B.

Hi, Irlin. I'm sorry for your trouble. I'd recommend trying again a little bit later (after re-starting your computer), on a different device, or by calling us at 800-428-7606. You can also try pressing the control key before pressing the "checkout" button to see if that helps.

~Heather
info@embroidery.com

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Kathleen L.

Hi Heather,

Thank you so much for helping me on the online chat tonight. One more quick question. You gave me the link for the instructions to make the thread caddy, and the link mentioned that you can purchase the plastic tray insert. Can you tell me where to find that on your website to purchase? I would love to purchase some trays!


Thanks much!!


Kathi

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Heather B.

Not a problem, Kathleen. Here is a link to the thread trays:

http://www.embroidery.com/product.ec?productsetID=196666

~Heather
info@embroidery.com

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Gisèle G.

bonjour,

je ne comprend pas pourquoi je ne peux pas télécharger les motifs de broderie gratuit pouvez vous me dire pourquoi.Merci

a bientôt

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Heather B.

Hi Gisele,

il semble que vous avez essayé de télécharger les fichiers quelques fois. Je vous recommande d'essayer ces instructions. (J'espère que cela se traduit correctement.)

Télécharger les instructions :

1) Connexion à Embroidery.com.
2) survolez " Bonjour [Votre nom] (compte) " dans le haut de la page.
3) Cliquez sur "Mes dessins et modèles".
4) Cliquez sur le design que vous souhaitez télécharger.
5) Vous verrez une liste de " fichiers téléchargeables" sur le côté droit de la page.
6) cliquez avec le bouton droit sur le fichier dans votre Format et choisissez " Enregistrer le lien sous" ou "Enregistrer la cible sous". Sélectionnez votre lecteur Flash/clé USB (ou autre emplacement auquel vous souhaitez enregistrer à) dans la liste. Cliquez sur "Enregistrer".
7) Répéter l'opération pour toutes les conceptions supplémentaires.

~Heather
info@embroidery.com

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Gisèle G.

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SUZZETTE S.

I PUSHED THE DOWNLOAD FOR MY ORDER BUT I DON'T KNOW WHERE IT PUT IT ON MY COMPUTER. IT DIDN'T ASK ME WHERE I WANTED TO SAVE IT TO???

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Yvonne S.

I am looking for your 28 day machine embroidery course, but can't find it. I am a complete beginner and would welcome a helping hand to get me started, I have Embrilliance.

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Kirsten S.

Hi Yvonne! I'm glad you found us. This is the place for the StitchArtist 28 day course. With SA 3 it's being expanded to more like 31 days. Here's the link to where you sign up: http://embroidery.com/Learn-StitchArtist.ec go the subscribe button under "events"


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Angela F.

I just wanted to say thank you for such great service. I really enjoy working with all of you and the little surprise in my box of product is such a nice touch. Thank you again and I look forward to working with you a lot more in 2016.


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Heather B.

You're very welcome, Angela. Thanks for taking time to let us know. We really appreciate hearing such feedback.

~Heather
info@embroidery.com

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Ingrid D.

good Morning,

Can I Pay in €? And how I Pay? I speak Little english. Can I understand the description?

Thank you and have a good day.


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Heather B.

Ingrid, we accept all major credit cards: Visa, Discover, American Express, and MasterCard. Our products are listed in American dollars and will be converted to your currency (euros) on your credit card bill.

~Heather
info@embroidery.com

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Nasir A.

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Nasir A.

We want to continue this embroidery business.

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diane J.

After purchasing Easter, Christmas and other potholder by Starbird I discover the patterns are a tad larger that my hoop. Anyone has ideas on how to fix them?

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Heather B.

Hi Diane. If you have embroidery software, try rotating them 45 degrees. This should help them be able to fit in your hoop.

~Heather
info@embroidery.com

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Carol F.

Are the Embrilliance programs up-gradable? For example if you purchase Emb Essentials can you then upgrade to Enthusiast?

Thank you,

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Kirsten S.

Hi Carol,
The short answer is yes. If you purchase Essentials and later decide to buy Enthusiast, it is sold as a separate program. You buy and enter the license in your Embrilliance platform (which you would have been using for Essentials, and then Enthusiast tools are automatically added to your program.The same applies to Density Repair Kit, AlphaTricks, and StitchArtist. This means after you add an Embrilliance program, you won't be switching between programs; they are all housed together -- each time you add a program, more buttons and tools appear in your Embrilliance window. You can also buy them "out of order" i.e., Enthusiast first, and then buy Essentials later, or StitchArtist first, and add AlphaTricks, and so forth in all combinations.

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Janet B.

I have downloaded the alphabet but I cannot open it to put on a flash drive. Does this come on a CD?

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Heather B.

Janet, to put the files on a flash drive, you can right click on each file and choose "send to" from the window that pops up. Then, choose your flash drive from the list. (If the file is zipped, note that it will need to be unzipped).

If you would prefer to receive the designs in disk, it is a $10.00 fee. To request a CD, send an email to us (info@embroidery.com) or call 1-800-428-7606. Please include the following information:

1) Which embroidery format you'd like
2) Confirmation of your mailing address.
3) Confirm that you'd like the $10 charge made on your on-file credit card.

If you have further questions, please let me know.

~Heather
info@embroidery.com

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rhiannon b.

just wondering how long it will take to receive my order if i live in Australia and paid for the cheapest shipping thank you

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Heather B.

Hi, Rhiannon. Thanks for writing. Delivery times on USPS first class international can vary. A rough estimate would be 10-14 days (although it can be longer if your package gets delayed in customs). Please let us know if you have further questions.

~Heather
info@embroidery.com


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Vanessa M.

Hello! I downloaded a file and it will not load into my Singer software. It was Order# 929646. Please Help!

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Heather B.

Hi Vanessa. I'm sorry for your trouble. Let me try emailing the files to you. Which embroidery format do you need?

~Heather
info@embroidery.com


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Elizabeth R.

What is the difference between Thumbnailer and Embrillance Package?


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Heather B.

Thanks for writing, Elizabeth. Please dis-regard the "package deal" listing. It is a discount if you are buying multiple Embrilliance products. My apologies for the confusion.

~Heather
info@embroidery.com


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Rosalie S.

Will there be a new design for Lace Angel 2015? If so, when will it be available?

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Heather B.

Hi Rosalie. Thanks for the question. I will send you some information by email.

~Heather
info@embroidery.com

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LYNN H.

I have collected all of the angels. Please let me know when I should start looking for the 2015 one.

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Heather B.

Hi, Lynn. Thanks for your interest. We will be offering a 2015 Lace Angel; however, I do not have a date when it will be available. I will add you to my list of customers to notify as soon as we have it up.

~Heather
Info@embroidery.com

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Marguerite P.

I have the same question regarding the free standing lace angel for 2015. Would you please e-mail the information? Thanks

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Heather B.

Sure thing, Marguerite. An email is on its way to you.

~Heather
info@embroidery.com

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Carol F.

I would like to be on that e-mail list to be notified when the 2015 Angle comes out. Thank you

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Heather B.

Thanks for the request, Carol. I have added you to my list.

~Heather
info@embroidery.com


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Sherilyn H.

Please explain when I can come in and pick up an order? I did not see anywhere that it told me of a day or time. Sorry, I may have just missed it.

Thank you,

Sherilyn

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Heather B.

Hi Sherilyn and thanks for the question. You can come during our office hours, Monday through Friday 9am to 5pm or during Wednesday Sit and Stitch from 6pm to 8pm.

~Heather

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susan w.

How do I get my designs on a stick so I can put in my DestinyBabylock....pes? Do I need to buy a program to open the tree I just purchased?

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Heather B.

Embroidery software is a good idea, but not a requirement. Try these instructions to save directly to your stick:

Download Instructions:

1) Login at Embroidery.com.
2) Hover over "Hello [Your Name] (Account)" at the top of the page.
3) Click on "My Designs."
4) Click on the design you want to download.
5) You will see a list of "Downloadable Files" on the right side of the page.
6) Right click on the file in your format and choose "Save Link As" or "Save Target As". Select your Flash Drive/USB Stick from the list. Click "Save."
6) Repeat for any additional designs.

Take the stick to your machine and you should be all set!

~Heather



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Bonnie H.

I'm not too smart at figuring MM to INS, What size Viking hoop would I use for the " Seeing Double" in the hoop pattern? Or does it matter, I just don't want to waste any stabilizer. :) Thanks

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Heather B.

Thanks for the question, Bonnie. The center pieces require a hoop AT LEAST 6" x 6". The long pieces require a hoop AT LEAST 5" x 8". If you go to the bottom of the product page, it lists all the sizes of the each piece (in inches)-- I'd recommend looking through all the sizes there. Please let me know if you need further assistance. ~Heather

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christa b.

Kann ich auch mit Pay Pal bezahlen?

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Heather B.

Nein, wir werden nicht akzeptieren PayPal.

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Diane W.

After downloading my designs, I found they are too big for my machine.( ESANTE ) Can you delete them and let me get 4 of the oval designs?

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Heather B.

Hi Diane, there are small versions of this design pack that would work for your Esante. Do you want to exchange for them instead?

http://www.embroidery.com/product.ec?productsetID=200578

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Dan H.

Need my designs in Janome format only you do not show jef format??????

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Heather B.

It was nice talking to you earlier, Dan. You should have the smaller version of your design in your email. Please let me know if you need anything else.

~Heather

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Dan H.

send answer to my email address: dharmon825@cox.net

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Heather B.

Carol A., your comment has been moved to the General Machine Embroidery Discussion Forum.

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