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(435) 755-0486

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Embroidery Central Customer Service & Support

HOW MAY WE HELP YOU?

Customer Service Representative

Phone

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

Customer Services Hours
10:00am-5:00pm M-F
Mountain Standard Time

Email
[email protected]

Mailing Address
775 West 1000 North Suite 110
Logan, UT 84321

Zoom Virtual Meeting Room

 

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

Sheri L.

I placed an order for a large hornet #1186432 and its a Black hawk design. Can you email me the correct design please? M email address is [email protected]


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Annette H.

It has been 2 months sknce I ordered the snaphoop monster and I still havent received it. I am going on holiday soon

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Annette H.

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Annette H.

It has been 2 months sknce I ordered the snaphoop monster and I still havent received it. I am going on holiday soon

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Bellinda N.

Can I have the link to your projects, please

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Jeanne E.

Hi Bellinda,

Which projects were you looking for?

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jessica m.

Bonjour! livrez vous en france? merci d avance

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Jeanne E.

Hi Jessica,

Yes, we deliver internationally. I am also replying to your email on where to find the shipping costs. Please look for an email from [email protected]ery.com. Have a great day!

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Gloria C.

hello, order # 1183576 placed on 10/30. I ordered the halloween womens eye with a pumpkin pupil and received the downloads for eyes with a "furball" type pupil......can this be changed

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Kirsten S.

Hello Gloria,

I've verified that the design files are correct, and can send them to you.

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Rena D.

I just received my order this morning; however, the envelope which it was shipped was not sealed (the envelope flap was actually tucked inside) and when I picked it up my embroidery pattern actually fell out but not damaged. I was under the impression, that any needle finders that we had earned in previous challenges for 2022 would be mailed with any order. I know the Witchy Stitchy is not ready to ship yet, but was looking forward to receiving my needle finder from the challenge earlier this year. Could you tell me if they were shipped with my order and possible fell out in transit? I just noticed that there are not needle minders listed on my personal account as in the past few months. Thank you for checking into this matter. (order # 1183525; shipping code: GP149)


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Jeanne E.

Hi Rena,

I'm sorry to hear that the envelope wasn't sealed, but glad to hear that the pattern was good! I looked at your order and the pattern was the only product on the order. I didn't see a needle minder on layaway from a past challenge. But I looked at your email history from us, and the only stitch challenge emails I see are ones sent about the Summer 2022 Challenge. The needle minders are only given at the Witchy Stitchy and Love to Stitch Challenges. For the summer challenge you would have received merits. As long as you received the merits then you received what we give for the summer challenge. Donnett will send out an email with the Witchy Stitchy 2022 Challenge trophy page link next week. If you click that you participated at that link, then you'll for sure get an email with the needle minder information when we have them ready. Have a great day!

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Rena D.

Thank you for your prompt response, Jeanne and your explanation regarding the various challenges offered throughout the year and the needle minder information. Looking forward to the great programs offered to keep us motivated as stitchers and the large selection of supplies patterns and advice offered through your program.

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Jeanne E.

You're welcome!

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Jean G.

I left a message fo Darin. My Embroidery.com WITCHY 2022 daily postings are showing on my facebook acct along with other members. It's supposed to be private.

I emailed Oct 20th's work to [email protected] I hope this is correct.

Jean Gordon

215 674 3751

[email protected] comcast.net

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Darin Andersen

I confirmed that the postings to the group are private. There may be some other explanations on why the posts appear on your feed. I have emailed some additional information.

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Annette H.

I ordered the snaphoop monster and it was in Sept. So I still haven't received it yet. Can they please phone before delivery to make sure I am home. How long will it take

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Jeanne E.

Hi Annette,

I noticed that you're in South Africa. So that's pretty normal to have it take a couple of weeks before a package is delivered, since we're in the USA. It appears from the tracking that the package was dropped off at the international shipping drop off center for the USA on 10/04/2022. I'd suspect it'll be a few more weeks before it's delivered, since it has to go through customs as well. Due to it being an international package we don't have very good access to the tracking, once it's left our country. So we can't find much information on where it's at currently. I'd recommend contacting your local postal service, to see if they'll call you before they deliver it. Sorry for the inconvenience. Have a good day.

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Donna M.

I have a DIME Monster 6x10 Hoop. The green adhesive felt on the underside (designed to protect machine) has rolled up and came off the hoop. Can I purchase a replacement set

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Jeanne E.

Hi Donna,

Thanks for checking! DIME sells all of the replacement parts, so you'd need to contact them to get the green adhesive felt. Their phone number is 888-739-0555 and their email is [email protected] Have a great day!

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Rhoda A.

I have Aunt Martha's Embroidery Transfer designs with the Snowmen images. I'm sure everyone knows the designs I'm talking about. I'm making dish towels for a friend of mine that loves Snowmen. I'm using plain white cotton material ( those of us that are older you know the material your Grandmother used to make dish cloths/towels for your Mother). With that being said, this my question...... What color thread am I suppose to use to outline the Snowmen? Since Snowmen are White I can't really use white embroidery floss on white material right? I've been wanting to make these for her the last two years I'm so stuck I don't know what to do Please help

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Rena D.

I would back stitch in a light grey; your snowman will stand out with dimension.

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Jeanne E.

Hi Rhoda,

Sorry for the slow response. But I looked around and I don't see that we sell Aunt Martha Embroidery transfer designs. I have done a pattern where there was off white embroidery floss used on white fabric. But with that pattern they had another color close by, so that you could see the white on white stand out. So you could do something like that possibly. Do you have pattern to look at? That could help a lot.

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Sandra S.

What is the best stabilizer to use for sewing machine applique embroidery to keep the edges of the fabric from fraying ?

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Kirsten S.

Hi Sandra, for keeping your applique edges from fraying, I suggest using a fusible on the applique fabric itself, such as Fuse Me. Here's a video that shows how it works
https://www.embroidery.com/FAQ-dime-fuse-me?efid=1...

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Sharon D.

i am trying to make the ohio star 7. when i go into workflow and hit auto build, i get multiple units instead of one. I am trying to make an 8 inch block. I seem to be missing something or a step. My hoop is babylock 240x240. Help! Thank you.

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Kirsten S.

Hi Sharon,

Which embroidery software are you using? Workflow is a little different in each software.

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Sharon D.

my block piecer. I can't get anyone to help me. I want to try reloading iy, but that will be my last copy to use. If it doesn't work, then i am sol. Can you send me a current download that i can try?

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Kirsten S.

Hi Sharon,

Thanks! This software I don't have any experience with myself, but I can tell you that even though you're out of copies, you can call the company, explain the situation, and get more copies if you run out. They are only limiting it to prevent piracy, which isn't what you are doing at all. Here's the number to call if you're afraid you will run out of access: (888) 739-0555.

And I know a few likely places for help:

If you're on Facebook, you might find helpful folks who are using the software in the Dime Inspirations software group there: https://www.facebook.com/groups/dimesoftware

Here's the Youtube playlist about My Quilt Embellisher and My Block Piecer


There are some PDF downloadable books you can buy to walk you through My Block Piecer if you prefer that:
https://www.shop.dzgns.com/search?type=product&q=my+block+piecer*
Dime also offers software learning one-on-one sessions. They're not free, but here's the information: https://inspiredbydime.com/pages/software-educatio...

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Sharon D.

The software is My Block Piecer by Eileen Roche.

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Kirsten S.

Thanks!

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AAntoinette s.

Hello I had placed an order 8/5/22 . order number 1173803 At this time I have to cancel this order I am not sure this was the right stuff I needed, . So can you please canceled before it is shipped/ I see you have hoops also, I have a destiny that was upgraded to the two . when we all purchased the machine Should I order the hoops for the destiny 2

Thank You [email protected]

Antoinette


d 2

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Jeanne E.

Hi Antoinette,

I forgot to mention that yes there are some compatible hoops that we sell, to the Babylock Destiny 2. The hoops that are compatible with that machine are the Snap Hoop LM3 4" x 4", LM1 5" x 7", LM8 6" x 10" and LM5 7" x 12". Here's a link to the Snap Hoops, if you're interested in purchasing one of them. https://embroidery.com/DIME-Snap-Hoops

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Jeanne E.

Hi Antoinette,

Thanks for letting us know! I have cancelled your order, so it won't be shipped. I sent you an email as well, with the cancellation information. Please look for an email from [email protected] Have a great day!

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amy l.

trying to make a payment

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Jeanne E.

Hi Amy, I just left you a voicemail, about making a payment. If you still need help please call us at (435) 755-0486 or (800) 428-7606. Have a great day!

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Irina A.

Thank you very much for great service

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Jeanne E.

You're welcome!

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Carolina m.

hi i buy a pattern but when i try to download but i cant. Pmease help.

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Kirsten S.

Hello Carolina, Thanks for contacting us. I've sent you an order confirmation that includes a clickable link to download your order. If you experience difficulty past that point, please tell me what happens.

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Kathy B.

Is a style A bobbin compatible with the Innovis 1600 E by brother? It is not listed on your machine bobbin list.


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Jeanne E.

Hi Kathy,

Thanks for the question! I just checked one of our sources and yes the Class 15 / A Style bobbin is compatible to the Innovis 1600 E. Have a great day!

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Diane A.

Does the Janome Mc10000 have stitch count ? Can you show me. Thank

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Jeanne E.

Hi Diane,

Thanks for checking! I just sent you an email with some information on your question here. Please look for an email from [email protected] Have a great day!

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Louise H.

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Kirsten S.

Hi Louise, Is there something we can assist you with?

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