Embroidery Central Customer Service & Support

HOW MAY WE HELP YOU?

	Phone Phone: (435) 755-0486 Toll Free: (800) 428-7606 Customer Services 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 Online Meeting Link:	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

Linda P.

Order is not expected to ship until November 30th. Will charge be made at that time on my card?

10/12/20 08:40 pm MST

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Kylee S.

Hi, Linda. Yes, we generally wait to charge your card until right as we are shipping your order.

-Kylee Shaffer

info@embroidery.com

10/13/20 10:22 am MST

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Debbe M.

Is there any hoops for my 550 E?

09/18/20 10:55 pm MST

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Kylee S.

Hi, Debbie. Is this for a Janome Memory Craft 550E? As far as I can see, we do not currently offer any hoops that are compatible with that machine. Please let me know if there is anything else I can do for you!

-Kylee Shaffer

info@embroidery.com

09/21/20 11:48 am MST

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Nora H.

order can't be open on my iMac desltop

09/13/20 08:37 pm MST

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Heather B.

Hi Nora. Thanks for contacting Embroidery.com. We're sorry you're having trouble. Did you download it zipped? If so, please try again unzipped, as follows:

Download Instructions (single files):

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) Click on "Details/Download." You will see a list of files in various formats.
6) On a Mac, click on the file in your format and then choose "save" or "okay" if prompted; otherwise, your file will automatically save to your computer. You'll need to drag it from your computer and drop it onto your stick/thumb drive.
7) Repeat for any additional designs.

If that doesn't work, which embroidery machine do you have? I'd like to check on the compatibility of this design with your machine.

~Heather
info@embroidery.com

09/14/20 02:23 pm MST

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Valerie W.

Placed an order this morning Sep.10 , email says shipping out Oct .13 ?

09/10/20 07:08 am MST

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Heather B.

Hi, Valerie. Thanks for your call; it was nice speaking to you. We would expect your order to ship today, 9/10/2020, now that we have cancelled the backordered item. Please let me know if you need anything else; otherwise, have a nice day!

~Heather
info@embroidery.com

09/10/20 10:10 am MST

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Irene C.

Hello from Denmark!

I bought the EZ Floor Stand, FS001UPC: 843,219,046,663th and I'm very happy with the set. But it is not true when it is said that everything fits everything. The EZ Floor Stand can only be adjusted down to 24 inches. It would be nice with extra cross bares that are not that long.

Sincerely

Irene c

08/28/20 08:14 am MST

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Donnett H.

Hi Irene

What I mean when I say everything works with everything is that any size EZ Stitch Scroll Rod can work with any size EZ Stitch Side Bar. Our EZ Stitch Floor Stand was designed specifically for Large projects using Scroll Rods 24" up to 48". I apologize if this was unclear, I will go check out my description and make any updates needed. Now even though the smallest it will go is 24" does not mean you can't use it for smaller projects. I currently have an 18" wide project on my Floor Stand now.

For smaller projects I use our Tomorrow's Treasure Lap Stand which comes with 20" Scroll Rods. I have used scroll rods from 18" up to 30" with my Lap Stand Legs. With smaller scroll frames under 18", I just hold the scroll frame in my hands. You should check out my Video Blog on two handed stitching I show how I hold the scroll frame in hand as well as how to stitch two handed on scroll frames from 6" up to 30".

I hope this all makes sense let me know if you have any other questions. Here is the link to that video.

https://www.embroidery.com/help.ec?docid=3578&efid=4185

09/01/20 11:58 am MST

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Tina V.

need help finding my serial number on a new purchase of Embrilliance Essentials

08/02/20 04:21 am MST

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Heather B.

I'm sorry but I think you're contacting the wrong company. You have not ordered any Embrilliance software through Embroidery.com that I can locate. Please contact the company you ordered from. If you ordered directly through Embrilliance, a link to their contact page follows:

https://embrilliance.com/contact-us

~Heather
info@embroidery.com

08/03/20 01:14 pm MST

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Jill M.

I am trying to pay for my order 109641

07/29/20 08:36 am MST

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Heather B.

Hi, Jill. I show that you sucessfully made payment today, 7/29/2020. Please let us know if you have further questons.

~Heather
info@embroidery.com

07/29/20 12:02 pm MST

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Linda R.

I need a Foot Pedal attached to the plug in to a Janome memory craft 5000, if you do not carry this plug in , would you be kind enough to point someone that may have one.

07/13/20 11:06 am MST

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Heather B.

Hi, Linda. We don't carry such parts, but I think you could find that at Sewing Parts Online's website:

https://www.sewingpartsonline.com/janome-memory-craft-5000-sewing-machine-parts.aspx?sort.ss_cat_sort=desc&index=101

~Heather
info@embroidery.com

07/13/20 12:25 pm MST

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Irene D.

I have moved and have new address : when I changed these I lost my history

07/08/20 08:17 am MST

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Heather B.

Hi, Irene. You have two accounts with Embroidery.com. I have combined both accounts under your Comcast address so you can access your prior purchases.

~Heather
info@embroidery.com

07/09/20 03:53 pm MST

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Laura S.

I am extremely dissapointed that your machine embroidery designs do not come in .vp3 format. You have lots of adorable designs I can not use

06/18/20 06:09 pm MST

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Heather B.

Many of our designs do actually come in .VP3 format, Laura. If there are any that you're not seeing if .VP3 format, please email me which one(s) at heather@embroidery.com and we'll be happy to get them added in .VP3 format.

~Heather
info@embroidery.com

06/19/20 11:21 am MST

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Jill G.

I have been trying to order 7 skeins of DMC floss for over 30 minutes, without success. This is the most confusing shopping sight I have been on, I give up!!

06/18/20 02:28 pm MST

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Heather B.

We're sorry you found the site confusing. Thank you for the feedback.

~Heather
info@embroidery.com

06/19/20 11:27 am MST

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lenore o.

Can I please pay by paypal Thank you

06/16/20 01:11 am MST

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Heather B.

We are very sorry but we do not offer payment via PayPal at this time, Lenore.

~Heather
info@embroidery.com

06/16/20 09:55 am MST

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Dorothy W.

Hi. Im obsessed with your site since i found it 2 weeks ago. You are my go to for needlepoint thread as no craft stores carry DMC #3 pearl. I see when ordering there is a space for coupons. How do you get those. Thank you

05/28/20 11:39 am MST

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Heather B.

Hi Dorothy. Thanks for writing and for the kind words about our site. We do not have any current coupon codes to give out. Those usually come from sources such as a friend who might give you a gift certificate. Thanks for the question.

~Heather
info@embroidery.com

05/28/20 02:58 pm MST

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Amber D.

I ordered the monster snap hoop and have sent an email with no response. This hoop was used and not in good condition. This was my first purchase with your company, with that being said I was very dissatisfied. I would like a brand new hoop that I ordered.

05/18/20 07:11 pm MST

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Heather B.

Thank you for the messages, Amber. Our apologies for the delay. We have been very busy helping other customers. We are able to assist you and are sending you an email and voicemail with more information on how we can resolve your issue. Please watch for those.

~Heather
info@embroidery.com

05/19/20 01:34 pm MST

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Kim B.

I order came with a disc and how can I use the disc

05/16/20 02:07 pm MST

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Heather B.

Thanks for you the question, Kim. The disk you received with your order is just a small CD with the designs you ordered on it. It will work in most tray style CD drives. Just place it into the center of your CD tray (usually you can drop it right into the recessed area) with the silver side down. Your computer will read it as it will any traditional CD. If you have a slot style CD drive, you may need to purchase an adapter ring. ALTERNATELY, you can simply download the designs from Embroidery.com instead and skip using the CD altogether. (See instructions below.)

~Heather
info@embroidery.com

Download Instructions (entire order):

1) Login at Embroidery.com.
2) Go to "My designs" under your name on our home page.
3) Click on one of the designs you would like to receive, and you will see the option to download one of its formats.
4) To download all of the designs in one zip file click "view or download all items in order"
5) This will give you the order number.zip. Click on that.
6) Next choose the machine embroidery format you would like to have for the order.
7) This will create the zip file for you, and you can then click on the "Download Zip File" icon which appears.
8) After you do that, the image "delivering zip file" will appear. Now you just need to check your downloads folder, and there will be your zip file of embroidery designs.
9) You will then right click on the file to find your "extract" or "unzip" option.
10) This last step will look a little different on your computer, depending on which unzipping software is normally used, but just look for the word "extract", and you will find what you need.

Download Instructions (single files):

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) Click on "Details/Download." You will see a list of files in various formats.
6) Right click on the file in your format and choose "Save Link As" or "Save Target As". Select your Flash Drive/USB Stick (or other location you'd like to save to) from the list. Click "Save." (If you're on a Mac, do this instead: click on the file in your format and then choose "save" or "okay" if prompted; otherwise, your file will automatically save to your computer. You'll need drag it from your computer and drop it onto your stick/thumb drive.)
7) Repeat for any additional designs.

05/18/20 11:05 am MST

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carol n.

thank you for your prompt reply, it's appreciated.

05/04/20 05:55 pm MST

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carol n.

i would like to check on my order. Your websight has half the phone number cut off.i would like the phone number. I didn't receive any email confirming my order.

05/04/20 10:34 am MST

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Heather B.

Hi, Carol. I am seeing our numbers in full above. If you are looking elsewhere, please clarify. Our numbers follow:

Phone
Local: (435) 755-0486
Toll Free: (800) 428-7606

You have NOT placed any orders with Embroidery.com at this time. If you still want your order, you will need to try it again, either online or by calling us (see numbers above). CORRECTION: I now see that you have two accounts with Embroidery.com. I have deactivated the duplicate account and do see that you successfully ordered with us on 5/2/2020. I will email you a copy of your order confirmation. Your order is expected to be shipped on or around 5/21/2020, as we indicated when you placed your order.

~Heather
info@embroidery.com

05/04/20 03:40 pm MST

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carol n.

05/04/20 05:52 pm MST

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carol n.

05/04/20 05:51 pm MST

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John B.

I purchased the Thumbnailer Mac edition about two weeks age, and it seemed to be incompatible with the version of Mac os which I am running (Mac OS Catalina 10.15.4 ) I removed this version of thumbnailer and installed the latest version which says that it is compatible but it still doesnt show the file icons as described. Is there something else which I should try, or would it be possible to exchange the mac version for the Windows version please?

04/28/20 09:35 am MST

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Darin Andersen

The license you purchased allows you to use this on both your Mac and PC. Here is the download page. Enter the same serial number and you are up and running on your Windows PC. The Mac Cataline requires you to grant "Full Disk Access"

04/29/20 11:36 am MST

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John B.

Thank you for your reply. I have downloaded and installed the windows version and it works perfectly. However I have again reinstalled the Mac version carefully following the instructions but when I run it the machine files only show the embrilliance logo. As I now have a functioning system I am not too worried.

Thank you again for your help.

04/30/20 11:08 am MST

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Darin Andersen

Hi John, I'm glad you have the option to use your windows machine. At this time, I don't know of a sure-fire method to get thumbnailer to consistently work with Catalina on the Mac. It has worked for some and not others. There is a discussion on Embrilliance forums about it here. I think it is great that Embrilliance works on both Mac and PC AND they offer a money-back guarantee. JUST IN CASE :)

04/30/20 02:46 pm MST

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