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Embroidery.com stands behind every one of our 150,000+ designs, and that means your satisfaction is guaranteed. We value your comments and opinions. If you're experiencing a problem with a design, please email us at [email protected] and we will be happy to help you. We offer a full refund within 15 days if the design doesn't meet your expectations.


Jule F.

I ordered several fly fishing and one tourist shark design yesterday 2-21-2023, order number 1200136. I downloaded the PES files for my Brother XJ1 which allows a large hoop and works with the PES file formats, I can see the PES files and have moved them to my desktop and onto a USB however, they will not open. Iam at a loss. Please advise or refund me asap. Thank you, Jule Fausto

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Kirsten S.

Hi Jule,

Thanks for writing in. I'm glad Jeanne is sending your PES files to you, and I hope that helps. In what way are you trying to open the files -- on the embroidery machine, or perhaps on embroidery software? If you've got the designs on a USB and they are in folders in the USB, and you're opening on the embroidery machine, the folders might be the issue. Embroidery machines can read USBs, but they're not as good at it as computers are. Things like too many designs to look through, or folders with designs in them can be like a roadblock to an embroidery machine.

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Jeanne E.

Hi Jule,

I emailed you new files in .PES. Since they're opening in our software, we're not sure why they won't open for you. So we think that using new files might help them open for you. Please look for an email from [email protected], and they'll be in that email. Have a good day!

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Mary K.

I just bought the earrings package for 59.99 I would like to get a full refund.. I am not satisfied with the downloading on this project.. Thank you,

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Jeanne E.

Hi Mary,

We're sorry you had problems with the downloading. I just sent you an email with further information. Please look for an email from [email protected]. Have a good day.

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Connie B.

I have tried to sew the Angel Moroni design and it is TERRIBLE. I don't know if it's the PES version or what. But It will not stitch smoothly by the legs, regardless of the type of material or thread. I have tried it several different ways and it just has a problem halfway up. I am very frustrated because it isn't a cheap design. I would love to have the design fixed but if you can't I would like a refund.

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Jeanne E.

Hi Connie,

We're sorry to hear about the trouble you've experienced with the Angel Moroni design. I just sent you an email about it. Please look for an email from [email protected]. Have a good day!

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Ann B.

I would like a full refund! I have purchased 2 designs from Grand Slam designs neither are able to be used! I have tried every available effort to transfer them from my computor to machine via jump drive both have failed. I have downloaded thousands of designs from many sites over the years and never had a fail before, so obviously your site is a SCAM!

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Jeanne E.

Hi Ann,

We're sorry to hear of the trouble you've experienced with these designs. We can refund you, except you didn't say which design you need refunded for. All I see on your account is Pain Is Temporary, is that the one that is being a problem and needs refunded? Thanks!

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Ann B.

I have downloaded my design #1189536 but when transferred to my jumo drive I'm advised 'This design cannot be used' I have downloaded the correct size and format and the jump drive is working properly. The colour details printed perfectly. Please help!!!!

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Jeanne E.

Hi Ann,

Sorry for the slow response. We're closed on the weekend. I can send you a new file through email. Or would you prefer just doing a refund?

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roeann g.

i just downloaded order 1175566 and it stitched out poorly. very disappointed

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Kirsten S.

Ho Roeann, I'm sorry to hear that. May I ask the type fabric you were stitching on was, and in what way did it stitch poorly? In looking at the file itself, I see that it has appropriate column width and underlay in all areas without apparent density issues. With that, I think that stabilization might be key in getting a stitchout that better meets expectations.

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Lauren H.

Hello, why does the font not match up with the correct letters on my embrilliance software, for example i put abc and it designs bcd? please can you help me i have tried re installing the font 3 times and all our other fonts are fine


thank you

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Heather B.

Hi Lauren. We received your email and will by replying to you with more information within 1-2 business days.

~Heather
[email protected]

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tony v.

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IRMA D.

I JUST DOWNLOADED 4 DESIGNS THAT I ORDER I GOT THE DOWNLOADS BUT I THINK THERE TO LARGE ARE IT IS THE WRONG FORMAT FOR MY MACHINE CAN I DOWNLOAD THESE DESIGNS IN MY MACHINE WHEN I ORDER THESE DESIGNS IT HAS THE SIZES OF THE DESIGNS I THOUGHT IT WILL BE THE RIGHT SIZES FOR MY MACHINE IF NOT I WANT MY REFUND B.MY MACHINE IS A PE425 EMBROIDERY MACHINE HOW DO YOU DOWNLOAD THESE IN YOUR MACHINE IT SAID IT WILL DOWNLOAD DESIGNS FROM MY COMPUTER TO MY MACHINE I HAVE A USB CABLE TO TRANSFER DESIGNS FROM MY COMPUTER TO MY EMBROIDERY MACHINE. MY ORDER # IS 1045973 ON 3-6-2019 IF THESE DESIGNS DO NOT WORK I WANT MY MONEY BACK THANKS IRMA DAHLSTROM

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Heather B.

Hi, Irma. Thanks for contacting Embroidery.com. I am emailing you directly to assist you on this.

~Heather
[email protected].

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jackie p.

Hi all, this is Jackie (PJ). Heather asked that join in.

I am going to describe the color stops first:

1) Placement line front shoe fabric and back fabric and batting

2) Tackdown front shoe fabric and back fabric and batting, detail front shoe fabric and indicate where to trim away lacing area and heel area

3) Tackdown and detail heel fabric

4) Tackdown lacing area fabric

5) Satin heel

6) Satin shoe

7) Satin lacing area

Now then...I do not supply the VP3 format, only the following formats: ART, DST, EXP, HUS, JEF, PES, VIP, and XXX. Any other formats would have been converted by embroidery.com. So I am not sure what effect that may have had in creating the VP3 format--maybe Heather can give that a look???

When I do my files, I intentionally use very different colors from one color stop to the next so that the machine will not continue to sew without stopping. However, in my files for the shoes, color stops 2 and 6 were both orange, color stops 3 and 5 were both black, and color stops 4 and 7 were both purple. Based on what you've described, it sounds as if they were combined by the software based on their colors, even though they were not in that order in the design file.

To avoid this from happening, as mentioned above, don't run it through software, just put it directly on the stick or use a USB cable to run it from the computer straight to the machine if you have that capability.

The other way to avoid it would be to use the DST format, which is universally acceptable to all machines except JEF machines. DST is the one that gives all the crazy colors but wil not combine color stops.

Hope this helps!

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brenda b.

I ordered Witchy Welcome, it stitches out beautifully until the shoes. In the directions there is 7 color changes one being black satin stich for the shoe. On the machine there is only 5 color changes and the black gives you the tack down stitch and the satin stich, it does not allow you to trim the heel before it starts the satin stitch.

Brenda

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Stacie S.

brenda

do you have 6D software and are you using send express from your software directly to your machine:

If you you need to change your export options in the configure menu.

It it is set to color sort it will automatically combine the final steps regardless of color stops.

Hope that helps.

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Heather B.

Hi Brenda and thanks for your question. Which embroidery format are you using?

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brenda b.

Hi Heather I am using vp3 for Viking

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Heather B.

Brenda, I had a similar thought to Stacie-- it is most likely something in your software that is stripping out the extra colorstops. Try Stacie's suggestion if you have 6D software, or if your machine can take a flash drive (USB stick), just put the design on the flash drive and take it right to your machine without running it through your software. ~Heather

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brenda b.

Hi Hearher. I do use a stick and 6D. I would think that if it was striping out part of the design it would do it throughout the entire project and it was only on the heel of the boots.

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Heather B.

Brenda, I am going to as Jackie from PJ Designs to join the conversation. Since she created the designs, she should be able to shed some light on what's happening.

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