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Embroidery Central Customer Service & Support

HOW MAY WE HELP YOU?

Customer Service Representative

Phone

 


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

Pickup Hours: 10am to 3pm

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

Andrea S.

Is there still a problem with my order or has it been shipped?

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Leah W.

Hi Andrea,

Thanks for reaching out for confirmation. We received your payment, and your order is now being processed. I expect it to ship by the end of the business day. When it does, You will receive an email with a tracking number and shipment information. I hope this information helps! Feel free to let us know if you have any other questions and have a great day.

Leah W.
[email protected]

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Jeanne V.

I have joined Embroidery Legacy but have trouble getting to the site that allows me to order using the red or green box. It wants me to pay for the design. The site recognizes me as a member but I'm having trouble getting on to the correct payment site. Thanks

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Leah W.

Hi Jeanne,

Thank you for reaching out with your question. It sounds like you are having checking out with Embroidery Legacy. We are not affiliated with them, but you can reach their customer service by calling 705-725-0032. We also offer free designs that are rotated periodically. You can find them here. Feel free to let us know if you have any other questions and have a great day!

Leah W.
[email protected]

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Cecilia G.

Can’t find any of my orders in history

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Juliet R.

Hello Cecilia,

Thank you for reaching out. I have replied to your email with more information about your concern, go ahead and reply to that if you have any further questions

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Betty H.

messed up order only wany the one for $7.49 HAVE ANY QUESTION CALL ME

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Leah W.

Hi Betty,

Thank you for reaching out about this. I cancelled the other orders and the only one that will ship out now is the one totalling $7.49. Feel free to let us know if you have any other questions and have a great day!

Leah W.

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Joanne M.

You are good to give away the Layton Utah Temple. It is the right size for me. I have been doing ties for missionaries with the temple near them.

Some of the temples sideway view are to large for the width of the tie. Doing the front view narrows it down so it can be used in the ties. Could you do a front view of the Syracuse Utah Temple? It will be ready for the open house by about the end of the year. The temple is only about a half mile from my home. The size of 1.75 width is just about right. The height doesn't matter to much.. That size will work on hankies also. Thanks

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Leah W.

Hi Joanne,

Thank you for reaching out. I apologize for the lateness of our response, we did have someone submit your request, but I feel bad that we didn't respond quite yet. In any case, we appreciate your feedback! We are in the process of adding 2" temples to our online inventory, but these requests can take sometime. You should be notified once the request has been completed. Thanks again! Feel free to let me know if you have any other questions and have a great day.

Leah W.
[email protected]

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amelia z.

Hello

I am new here. I am an embroidery digitizer and have been browsing this website, Embroiderypedia, for 2 hours. I am loving it; there are so many like-minded people, free resources, patterns, and almost everything I need.

Quick question: I am looking to grow my business by providing digitizing services. Is there any forum section or guidance I can find on this website? I don't know much about sales and marketing, which is why I am behind in it. I convert designs into embroidery file formats.


Thanks in advance.

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Kirsten S.

Hi Amelia,
Congratulations on making moves toward growing your business. You might find sales and marketing classes in your community to be of use to you. Some colleges and professional schools offer them online, as well.

I wasn't able to find an Embroiderypedia web site. In light of that, I'm not sure how to help you find resources on it. Best wishes in your endeavor

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Marilyn H.

Hello! I'm new to your company email and I quite enjoyed browsing your website. Do you know if Theresa Wentzler cross stitch patterns are still available

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Leah W.

Hi Marilyn,

Thanks for reaching out! Is there a particular pattern that you are interested in?

Leah W.
[email protected]

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Alice W.

I just downloaded Tool Shed. Can you direct me to where I can learn about it and some ways to use it? Can I open a design that I purchased elsewhere? I am looking forward to learning all about this site!

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Leah W.

Hi Alice,

Thanks for your comment! Yes, you can use Tool Shed to open a design that you purchased somewhere else. It is a great starter software, and we actually have a great email course designed to teach you about how to use it! You can sign up here. Thanks!

Leah W.
[email protected]

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Samantha W.

Hello, I have a Husqvarna Viking Topaz 50 and I'm looking to make blankets for a class by embroidering their names on them. Do you have a program that can assist me with creating the name from an alphabet bx file that I have?

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Leah W.

Hi Samantha,

Embrilliance Essentials is perfect for that. You can find that software here:

https://embroidery.com/Embrilliance-Essentials

You may also find this video helpful when using your fonts. Thanks!


Leah W.
[email protected]

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Alanna K.

I wanted to let you know I deleted the download for my order I purchased on April 8, 2024. It was leaves. they were too long for my hoop. Thank you for your understanding of my mistake. Such a good company to order from and I will continue to do business with you. Thank you very much.

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Leah W.

Hi Alanna,

Thank you so much for letting us know/ I have now processed your refund as discussed on our phone call. We appreciate having you as part of our Embroidery Community! Please let us know if you have any other questions and have a great day.

Leah W.
[email protected]

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DELETED COMMENT

Leah W.

Hi Loraine,

Thank you for reaching out to us with your concern. This morning I sent you an email with more information. Thanks!

Leah W.
[email protected].

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LORAINE C.

Thank you for your email. What is Stipple embroidery?

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Leah W.

Great question!

Stipple is sometimes used in quilting, but can also be used in embroidery. It is a way of adding texture to surrounding fabric and/or tacking two layers of fabric together in a fashionable way. Here is a video that models what stippling can look like. I hope that helps. Feel free to let me know if you have any other questions and have a great day!


Leah W.
[email protected]

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Vickie S.

what is the largest magnetic hoop you have for a 770 Bernina in inches please


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Juliet R.

Hi Vickie,

It looks like the largest hoops we have are about 8 by 15 inches give or take. the RM5 for Bernina is a good bet. Snap-Hoop Monster / RM5 210 x 400 mm for BerninaEmbroidery Machine Hoops by Designs in Machine Embroidery

Or if you're looking more into long projects, there's a midi hoop that's 6.5 by 10 inches about. Snap-Hoop Monster / RM6 Snap Hoop Monster 265x165mm midi hoopEmbroidery Machine Hoops by Designs in Machine Embroidery

Juliet R.

[email protected]

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judy b.

i purchase a design from a company call shopdoit and i can’t remember any more of the address would you know the web site

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Leah W.

Hi Judy,

Thank you for reaching out. Unfortunately, I am not familiar with the store. I would recommend checking your email to see if you can locate an order confirmation from them. Usually order confirmations include enough information to find the company again. If it is ever of any interest to you, we also offer thousands of embroidery designs on our website including several free ones that are rotated periodically. Best of luck in your search!

Leah W.
[email protected]

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Grace R.

how do I add a photo to a forum post? How can I start a new thread

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Leah W.

Hi Grace,

Those are great questions! You can add a photo to a forum post by clicking the button highlighted in the picture below. From that point, choose the picture from your device that you would like to add.

And great news! You figured out how to start a new forum post because your questions were posted on one. Just type something in the text box to start a new forum. I hope this information helps! Please let me know if you have any questions and have a great day!

Leah W.
[email protected]

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norek a.

hi I bay the program but there is problem the toolbar does not appear as full

layk the free version

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Leah W.

Hi Norek,

Thank you for reaching out with your concern. We have just emailed you the serial number so that you will be able to download your Embrilliance Essentials software. Let me know if that email doesn't come through or if you have any other questions. Thanks for shopping at Embroidery.com! Have a great day.

Leah W.
[email protected]

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norek a.

hi I ned Siryal nombar plis

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Leah W.

Hi Norek,

Thank you for reaching out with your concern. We have just emailed you the serial number so that you will be able to download your Embrilliance Essentials software. Let me know if that email doesn't come through or if you have any other questions. Thanks for shopping at Embroidery.com! Have a great day.

Leah W.
[email protected]

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norek a.

hi ware is the serial nambar I bay the program but bathe act siryal nombar

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Brenda B.

The essential program has a pop up for update but nothing happens when I click on update. Comes on every time I open the program. What is it I need to do

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Leah W.

Hi Brenda,

Thank you for reaching out with your question. I would recommend reaching out to Embrilliance directly to get this resolved. You can contact them at this page. I hope this information helps! Please let me know if you have any other questions, and have a great day!

Leah W.
[email protected]


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Linda D.

Good morning, I have been gifted a Bernina Deco 650, I realize that this is a old machine however it turns on and does sew but it is not connecting the upper thread and the bottom thread. My question is, is it worth taking to my bernina dealer and have it cleaned and seeing if they can get it working?

I do have other embroidery machines, but I think it would be fun to get this going as the person who gave it to me had several designs that would not work on either of my two embroidery machines.

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Leah W.

Hi Linda,

Thank you for reaching out with your question! I would definitely recommend at least calling the dealer and describing the problem to them. They should be able to let you know if it is something that you can fix on your own or if it is something that you could get it serviced for. Thanks again for reaching out! I hope you had a great holiday weekend. Please let us know if you have any more questions, and have a great day!

Leah W.
[email protected]

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Susan F.

I ordered the 2004 Cornelia Christmas Angels in 2020 .The file is now corrupted. Is it possible to download the designs again? Thank you, Susan Flener [email protected]


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Leah W.

Hi Susan,

Thank you for reaching out with your question. I would be happy to help you download again. Follow these instructions to get a fresh file on your USB stick or Embroidery Card. Please let me know if you have any other questions, and have a great day!

Leah W.
[email protected]

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 to drag it from your computer and drop it onto your stick/thumb drive.)
7) Repeat for any additional designs.

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