(0)
BBB Accredited Business

(435) 755-0486

© 2023 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
[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

JoAnn B.

I am having no luck at all transferring my downloaded designs from my email to my stick. Please give me the instructions that I need. Thank you

Please Login to comment on this post.

Jeanne E.

Hi JoAnn,

Thanks for reaching out to embroidery.com! There is another way to save the designs to your USB stick or download. Here's instructions on how to do that from your account.

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.

Please Login to comment on this post.


Barbara F.

I have bought from you before and now none of my designs are in the order history. Help.

Please Login to comment on this post.

Jeanne E.

Hi Barbara,

I just checked your account, and I don't see any orders in your order history. I am wondering if you possibly ordered your designs from another embroidery company? I'd recommend looking around for any old receipts, or bank statements, to see what the company name was for where you ordered these designs from previously. If you need any assistance figuring out which company it was then you can email me at [email protected] Have a good day!

Please Login to comment on this post.


Kathleen T.

I have an embroidery project that is 33x17....what size frame do I buy? An 18 inch or a 36"....Thanks

Please Login to comment on this post.

Kirsten S.

Hi Kathleen, that might depend on your machine, and whether it's a multi-position hoop. Without knowing all that, I would suggest the 36" hoop in order to accommodate the 33" dimension of the project.

Please Login to comment on this post.

Kathleen T.

this is a hand project not machine

Please Login to comment on this post.

Jeanne E.

Hi Kathleen,

Sorry about the confusion. I'm guessing you're referring to the EZ Stitch Frames. We recommend that you purchase the frame size based off of the width. If it's 33" width, then I'd say that you need 36" Frame Set. Or 36" rods if you are purchasing the parts separately. Please let us know if you have any other questions. Have a great day!

Please Login to comment on this post.




bernedia e.

i just purchased your program today ,mainly to just be able to type out the purchased fonts . however i cant seem to be able to import them other than one letter/number at at time . that is not what i thought i could do with this program , I am sure there is something i am missing please point me in the right direction to use this program

Please Login to comment on this post.

Kirsten S.

Hi Bernedia,

Thank you for writing in. I think you must be talking about using one of the Embrilliance programs. I don't see an order from you, so I'm not sure which one. Perhaps Express or Essentials? It's true that you can type fonts rather than importing one letter at a time -- for some fonts. Basically, for the typing to work, you need two parts:

1. The Embrilliance Express or Essentials

2. a font in .bx format.

If your fonts are in a stitch format such as .pes, .sew, hus for example, the program will allow you to import them one letter at a time. If you have the font in .bx, the program will let you type with the font and then save a finished stitch file in .pes, sew, hus or other machine embroidery format so that you can stitch your composed lettering.

Most people will begin by asking the providers that they purchased the fonts from if they have a .bx available. Often times they do have one they can provide to you.

Please Login to comment on this post.


Tamara R.

Hello! I would like to order a 16" inch scroll envelope in the material with the flowers with the yellow centers. How do I put that in the order? I can't seem to find a place for it on the order page...

Thank your for your help in this matter.

Tamara

Please Login to comment on this post.

Jeanne E.

Hi Tamara,

I just replied to your email. Please look for an email from [email protected] Have a great day!

Please Login to comment on this post.


Kathleen E.

Hello, I've gone back to orders from 12/27/06 (yup, 2006!! LOL) as I had to re-download same to my PC. My question is for the designs with applique, I can't seem to download those files for my machine to sew the outlines allowing me to then place the applique material down to sew and then place that completed piece on the main design to continue embroidering? Sorry if I'm not explaining myself well. For example, design Noel, with Buttons sno0519, Color Stop 2 states STOP and place background applique & continue sewing. My question refers to the applique piece- how do I download that outline to my machine? (I'm using a Brother Luminiaire XP2. Thank you.


PS: are there more detailed instructions to go with these Cactus Punch designs besides the color stop sheet?

Please Login to comment on this post.

Kirsten S.

Hi Kathleen,

Those designs from 2006 actually didn't include separate outlines for the applique material. In those days, I think we just placed the applique and then cut after the tack-down. But I can suggest a way to create an applique piece outline if you have software:
https://www.embroidery.com/create-a-printable-appl...
There is a separate PDF for the Cactus Punch Snow design pack that I'll send you. Is that the one you were wanting more instructions on?

Please Login to comment on this post.


Shelly B.

I thought I ordered kimberbell tote bags but I think it is the digital download. How can I cancel this order?

Please Login to comment on this post.

Jeanne E.

Hi Shelly,

I just found your order. The January Fill in the Blank project should come with a Tote Bag and a digital download. But if you want to still cancel it I can do that for you. Please let me know here or at [email protected] Thanks!

Please Login to comment on this post.


Irene C.

I have bought a very beautiful embroidery in Australia.

The size is 550 stitches wide and 398 stitches high. 18 count aida is recommended, but I'd rather stitch it on even wave or Belfast linen, ice blue. Could you help me choose the right fabric and the right measurement.

Sincerely

Irene, Denmark

Please Login to comment on this post.

Jeanne E.

Hi Irene,

Here's a stitch calculator that you can put the stitch numbers in, and it'll give you the measurements. https://embroidery.com/xStitchCalc.ec?xCount=28&xH... Also on the calculator you can put in the fabric and count. It will give you the fabric options we have on the side or down at the bottom of the page. The options are in colored squares, so you'd just click the colored square you like. It'll tell you under the measurements what the name of the fabric is and the count. Please let us know if you have any other questions. Have a good day!

Please Login to comment on this post.

Irene C.

Hi Jeanne!

Thank you for your kind reply and advice which I have followed. Even though I don't like aida, I have gone back this fabric anyway.

Sincerely

Irene

Please Login to comment on this post.

Jeanne E.

You're welcome!

Please Login to comment on this post.




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]


Please Login to comment on this post.

Jeanne E.

Hi Sheri,

Unfortunately, the large hornet design was on the website in error. We don't have license to sell it, so we had to cancel your order. We have refunded you and I sent you a refund email the middle of last week. You should have received the refund by now. If you want to see the refund email please look for an email from [email protected] Sorry for the inconvenience.

Please Login to comment on this post.


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

Please Login to comment on this post.

Jeanne E.

Hi Annette,

We're looking into where your package is at, but so far it's looking like it's still in transit. I sent you an email as well. Please look for an email from [email protected] Have a great day!

Please Login to comment on this post.


Bellinda N.

Can I have the link to your projects, please

Please Login to comment on this post.

Jeanne E.

Hi Bellinda,

Which projects were you looking for?

Please Login to comment on this post.


jessica m.

Bonjour! livrez vous en france? merci d avance

Please Login to comment on this post.

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] Have a great day!

Please Login to comment on this post.


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

Please Login to comment on this post.

Kirsten S.

Hello Gloria,

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

Please Login to comment on this post.


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)


Please Login to comment on this post.

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!

Please Login to comment on this post.

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.

Please Login to comment on this post.

Jeanne E.

You're welcome!

Please Login to comment on this post.




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

Please Login to comment on this post.

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.

Please Login to comment on this post.


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

Please Login to comment on this post.

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.

Please Login to comment on this post.


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

Please Login to comment on this post.

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!

Please Login to comment on this post.


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

Please Login to comment on this post.

Rena D.

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

Please Login to comment on this post.

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.

Please Login to comment on this post.


Sandra S.

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

Please Login to comment on this post.

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...

Please Login to comment on this post.


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.

Please Login to comment on this post.

Kirsten S.

Hi Sharon,

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

Please Login to comment on this post.

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?

Please Login to comment on this post.

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...

Please Login to comment on this post.


Sharon D.

The software is My Block Piecer by Eileen Roche.

Please Login to comment on this post.

Kirsten S.

Thanks!

Please Login to comment on this post.




Please Login to comment on this post.