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(435) 755-0486

© 2021 Embroidery Central

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
info@embroidery.com

Mailing Address
2350 North Maint St 
Bldg 4A North 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

Susan B.

I am thinking of ordering the heavy duty 42" EZ-Stitch scroll frame rods. My needlepoint project measures 37" w x 46" l. Could you tell me what size side bars should I order to go with them? This is going to be so long, I don't want bars that are too wide, but they have to be sturdy. Thank you so much.

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Heather B.

Hi, Susan. Thanks for the question. If your project is 37" wide, 42" rods are the correct choice. Please let us know if you have further questions and best of luck with the project. It sounds like a fun challenge!

~Heather
info@embroidery.com

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Melanie B.

I was wondering if you offer whole sale prices for retailer's?

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Heather B.

Hi, Melanie. Yes, we offer wholesale pricing for the following products:

-Hand Embroidery = EZ Stitch product line + "Cross N Patch" patterns
-Machine Embroidery = Hemingworth product line

If you are interested in a wholesale application for one of these product lines, please email us at info@embroidery.com.

~Heather
info@embroidery.com

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Kath C.

hi .where are you located


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Heather B.

We are in Utah, USA. We've currently moved to the following temporary address (we will be moving to a brand new building by the end of the year):

Embroidery Central
2350 Main Street Building 4A
North Logan, UT 84341

~Heather
info@embroidery.com

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Barbara K.

Fathers Day tomorrow an I need the design that I purchased. I cannot find an app to open it and I cannot use HUS. Why have you not added VP3 to your list ? this is very frustrating and not something I have ever had to deal with.

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Jeanne E.

Hi Barbara, Thanks for reaching out to Embroidery.com. I have sent you an email in relation to your question. Please look for an email from jeanne@embroidery.com. Have a good day!

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Nancy G.

My bill to address was wrong…. I changed it after I ordered. Will my order still go through

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Heather B.

Hi, Nancy. Thanks for contacting Embroidery.com. I just checked and it looks like everything went through properly with your payment. I made sure that your new billing address was selected

Please let us know if you have further questions; otherwise, have a great day!

~Heather
info@embroidery.com

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Nancy R.

Hi I’m wondering if you are still offering the discount for EZ stitch tape? I usually order it in bulk and used to get 1 roll free if I ordered several

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Heather B.

Yes, we still offer the discount, Nancy. Thanks for the question.

~Heather
info@embroidery.com

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Mychelle C.

Can this thread be used for contrast thread on a motorcycle seat? Using an industrial sewing machine?

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Heather B.

Thanks for getting back to me, Mychelle.

Hemingworth polyester thread is the strongest type of thread and it has proven to be durable and colorfast in many situations. However, we don't know specifically how it would do on a motorcycle seat using an industrial sewing machine, since we don't have first hand experience with that. Posting on the Hemingworth facebook page might yield more information: https://www.facebook.com/HemingworthThread/

Sincerely,

~Heather
info@embroidery.com

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Heather B.

Which thread, Mychelle? (We carry many, many types of thread :) .)

~Heather
info@embroidery.com

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April G.

Can someone help me with downloading an image off the internet into embrilliance? I've tried multiple things but nothing works.

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Kirsten S.

Hi April,

The procedure will vary depending on which Embrilliance modules you have and what you are trying to do with the image.

Generally, Embrilliance programs read embroidery designs, and not images.

However if you have Embrilliance StitchArtist, you can open an image to trace over as you digitize for embroidery.

Like this:

https://www.google.com/url?sa=t&source=web&rct=j&u...


If that's not what you are trying to do, let me know.

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DELETED COMMENT

Heather B.

Hi, Donna. We received an email from you with this same question and will respond to you via email with the information you are requesting.

~Heather
info@embroidery.com

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Snoopy

OK. Thank you

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Heather B.

You're welcome.

~Heather
info@embroidery.com

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Snoopy

HI I got the email but no answer, in the previous post I said thanks you for going to sending me a email with the answer. Sorry for the confusion, I just need the difference between the the two spacers






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Heather B.

Hi, Donna. My co-worker, Jeanne, sent you a response. She copied me on the response so I know she sent it. I'll send you a new copy of the email. You should receive it in the next few minutes from heather@embroidery.com. Please feel free to respond to me or Jeanne if you have questions.

~Heather
info@embroidery.com

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Yolanda B.

HI, DO YOU DELIVER TO AUSTRALIA.?

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Yolanda B.

HI, I would like to order your large cross stitch frame, XLARGZ FS001, UPC 843219046663, How much is going to cost to be send to Australia.?

thank you Yolanda

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Heather B.

No problem, Yolanda. Item FS001 would cost $141.10 (USD) to ship to Australia. It comes with 30" rods. Important note: We're very sorry but we can't ship 48" rods to Australia due to Australian mail length restrictions. If you are handy and want supplies and instructions on assembling your own 48" rods, please let us know.

~Heather
info@embroidery.com

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Yolanda B.

HI , Heather thank you for your reply. I have order the cross stitch frame ,would I be able to get the right size screws from you , for the rods don't know if I'm able to get it from here and I what to make sure that they will be the right one for the frame .

Than you

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Heather B.

Thanks for the reply, Yolanda. Your order is currently on hold until I hear back from you. To assemble 48" rods, you will need tape for rods and four hanger bolts. Do you want me to add those to your order? We can send you instructions, which we are currently putting together. You would also need to source a hanger bolt driver and a pair of 48" wooden dowels locally.

~Heather
info@embroidery.com

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Yolanda B.

Hi, Sorry for writing back ,is the XLARG is the "48 "?

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Heather B.

Yes, most Embroidery.com products can be shipped to Australia. A few items ship only to the USA and Canada. Any shipping restrictions will be listed on each product information page at Embroidery.com.

~Heather
info@embroidery.com

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Sara S.

Great prices and you carry my favorite threads!!!

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Heather B.

Good to hear, thanks for the feedback, Sara.

~Heather
info@embroidery.com

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Cheryl J.

Just discovered Embroidery.com a little while back when I decided to get back into cross stitching which I'd put aside 20 some yrs ago when I began quilting. I'm so glad to have this hobby back out again. Not to mention how much fun it's been ordering the new lap stand, extra rods, floss etc to make my hobby even more fun! Your team is amazing! Always vey friendly, ready to accommodate & shipping is really quick! This is truly a one stop shop! My daughter bought me a complete floor stand set up back in the early 90's & everything that I've ordered works perfectly together with it. Truly LOVE the table top stand, so very versatile & the video's are great! Thank You????

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Heather B.

Oh, you're so very welcome, Cheryl. Thanks for the feedback. We're glad to hear about your positive experience and welcome back to the world of cross stitch!

~Heather
info@embroidery.com

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Anne S.

Hello,

My order history indicated that the order 1124113 was supposed to ship today, March 17th 2021. Just wondering if it has been delayed again or if it will ship out soon. Thank you for your attention to this matter.

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Heather B.

Hi, Anne. You should have received an email within the last couple of days notifying you that your order has an additional delay, with a new expected ship date of 3/31/2021. We are sorry for this additional delay. Please let us know if you need further assistance with this order.

~Heather
info@embroidery.com

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Gillian E.

I have just tried to place an order but am unable to proceed to the payment stage. Do you not accept orders from the United Kingdom

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Heather B.

Hi, Gillian. We're sorry you're having trouble. Yes, we do accept orders from the UK. I checked the products you have in your shopping cart and they do not have shipping restrictions. I'd recommend restarting your device, double checking that your shipping address is exactly correct and all pertinent fields are filled out, and re-trying your order. If you still have trouble, please let us know.

~Heather
info@embroidery.com

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Rita B.

Who do you ship with? USPS or UPS? I'm wanting to place an order but says it won't ship for a week, can it be shipped any sooner or does it come from somewhere else? thanks much, Rita

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Heather B.

Hi, Rita. In most instances, we offer both USPS and UPS options. It looks like you are ordering a Sticky Hoop. I'm sorry but we can't ship that any faster. It is shipping from Designs in Machine Embroidery in Texas and they are still delayed in shipping due to affects of the recent unexpected ice storms. Sorry about that.

~Heather
info@embroidery.com

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khudaija b.

were do i see how to open the stich viewer i tried filling out the form but its asking for a code ?

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Kirsten S.

Hi there,

If you have installed Perfect Stitch Viewer, and need a code to put in, please see your Downloads page. There, you will find your license key. Copy that code and enter it into the form.
Re-start your computer.

After that, you actually won't need to open Perfect Stitch Viewer. It will begin working right away. To see that, just open any folder on your computer where you have embroidery designs. They will be displayed as images. That's Perfect Stitch Viewer at work.

Perfect Stitch Viewer also comes with Embroidery Tool Shed, if you didn't already have it. It's a free software from the makers of Perfect Stitch Viewer. It allows you to print, size, rotate, merge, and change colors on your designs.

Here's a link to a video showing you how that works:
https://www.embroidery.com/faq-perfect-stitch-view...

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Laurie B.

WHST HAPPENED TO MY ORDER!!!???

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Heather B.

Hi, Laurie. Your order was shipped on 2/25/2021 and is still in transit. Your tracking was updated on 3/4/2021 to say "In Transit, Arriving Late
Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility." This is a very normal message from USPS these days and just means your package will be arriving later than expected. Please be patient as we still expect that you will receive it. If you are in urgent need of these items, you may re-order, using a different mail method, and then return these items when they arrive. Otherwise, please let us know if your package does not arrive within the next 1-2 weeks.

~Heather
info@embroidery.com

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Irene C.

Date: February 18, 2021

Order: 1124505

Hi Embroidery!

The Visa card I used for this order has been replaced with a new one due to expiration. Should I cancel the order and re-order with the new Visa card?

Sincerely

Irene Christensen

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Leah W.

Hi, Irene,

Thank you for reaching out to Embroidery.com with your question. I sent you an email on February 24th with some more information on how we can move forward with your order. Feel free to give us a call or respond to the email, and we will make sure to get you taken care of. Again, thanks for reaching out! Have a wonderful day.

~Leah W.
info@embroidery.com

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Ivan V.

Hi! I'm looking for a fabric: 28ct linen cashel vintage country mocha 18in x 27in by Zweigart or 28ct linen Amber (toasted almond) 18in x 27in by Wichelt. Do you have one of those fabric? Thank you!

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Heather B.

Hi, Ivan. We have ability to order Wichelt's Amber/Toasted Almond 28ct Linen but it is currently out of stock. It would take about 4-5 weeks to order a piece in. If you're still interested, please email your request to heather@embroidery.com and I can send you an invoice to pay from.

Sincerely,

~Heather
info@embroidery.com

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Virginia M.

I am looking for designs bigger than just 2" and 3". How do you enlarge the patterns I have already purchased?

2 and 3 inches are just too small for bath towels. Virginia ginmiller@hotmail.com

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Heather B.

Hi, Virginia. We would recommend being careful when sizing designs. We recommend sizing no more than 15% larger, but if you need to size more than that, we highly recommend doing a test sewout to make sure you are happy with the results.

As far as how to size, most machines have sizing capability (see your owner's manual for more information) or you can use sizing software such as Embrilliance Essentials. https://www.embroidery.com/product.ec?productsetID=184633

Please let us know if you need further assistance.

~Heather
info@embroidery.com

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