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Embroidery Central BBB Accredited Business

(435) 755-0486

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Embroidery Central Customer Service & Support

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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

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

pauline c.

will any of these hoops fit my Innovis 900, or my Innovis 6000Quan.

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Jeanne E.

Hi Pauline,

Thanks for checking. I just checked our recently updated compatibility chart from DIME. Unfortunately, there is not a Snap Hoop that is compatible for one of these machines. I would recommend contacting DIME directly, since they're the manufacturer. To see if they're planning to make compatible hoops for these machines. Their phone number is 888-739-0555. Have a good day!

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Janette W.

I acquired a Bernette Deco600 from a friends estate sale. I bought it with the intention of making quilt labels. I cannot find any instructions in the owners manual on how to set up a label with approximately 4 lines. There are no instructions on how to space the words. Am I wrong in assuming I cannot make short sentences with this machine? Otherwise, why is there an alphabet? Any help is appreciatted.

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Kirsten S.

Hi Janette,

You'll probably need some scrap material to work this one out. The machine will only allow you to put as many letters in as will fit the 4inch space. The letters come in three different sizes S,M,L. My Brother machine has a similar lettering setup. Touch the lettering icon, and then you'll see the lettering choices. I'm not sure you can do multiple lines at a time (my machine does), but I know you can do words, at least one line at a time. Touch a letter, and then experiment with the other keys. One will let you choose the size, another will let you space, another will probably give you a carriage return. It's a little clunky to do multiple lines with the limited screen area available, so try one word first, and stitch it out when you think you have it right. The stitching comes after you have selected all the lettering; it doesn't stitch as soon as you touch a letter, so you have some room to experiment before stitching. I'll look about for some more helps on this issue.

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Janette W.

Thank you...I will try one step at a time like you suggest.

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Kirsten S.

I found something that might be helpful. It has lettering instructions starting on page 49.https://www.google.com/url?sa=t&source=web&rct=j&u...

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Vicki Gocke M.

Nevermind after I sent the question it showed the buttons and it is marked. Thanks, Vicki

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Jeanne E.

Hi Vicki,

Sounds good, I'm glad it showed up that it was marked. Yes, it has been acting up on this challenge and not showing everyone that they marked it as completed. Normally it is setup to show the person that they marked it as complete. Have a great day!

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Vicki Gocke M.

I have looked at the I love to stitch 2022 button and I can't tell if it has accepted or not. It says completed and then a red button is beside it. I was hoping when I made inquiry It would show button if it was accepted but it isn't. zzis there a way to check and tell if the button has been applied without bother you with questions every time? Thanks Vicki

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Jeanne E.

Hi Vicki,

It sounds like you figured it out. But if it ever is not showing up we have a quick way of checking, so it's not a problem to ask us. Have a great day!

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Betty S.

How do I cancel order number 15992

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Jeanne E.

Hi Betty,

Thanks for reaching out to embroidery.com! The program is setup so that we have to cancel the order. I don't think there's an option for you to do it on your own. But I have cancelled the order, and will send you the cancellation information through email. Please look for an email from [email protected] Have a great day!

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Genny P.

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Linda C.

Hi there. Just emailed you before i saw this. I would like to know if there is a difference in the tension roll up between velcro and tape rods. I have been a cross stitcher for many years, and are interested in getting your floor stand.

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Jeanne E.

Hi Linda,

Thanks for reaching out to embroidery.com! I saw your email first, so I already replied to it. Please look for an email from [email protected] Have a great day!

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Linda O.

Hello,

My computer tower quit and I bought a new tower. My designs used to have a picture image with the number, now they only have a number. I have the free Premier + Two Embroidery System. Can I use your Thumbnail software or or does it only run with your Brillance program?

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Kirsten S.

Hi Linda,

Thanks for that question. Thumbnailer can be used alongside any embroidery software.


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ROBERT P.

My wife died of breast cancer. She has a Brothers pr655 Entrepreneur 6 needle Embroidery Machine. She only used it for her hobby making many items for friends, herself, children and grandchildren. She was very passionate about it.

She had no commercial clients and never did it for money so it is like new. She tried a couple of design programs and settled on Floriani total control. I suspect that this is a commercial internet site and brothers they don't want you to discuss my problem here. My direct email is [email protected]

My problem is no one in my family is interested in this machine. I know very little about it. I am going to try to sell it but I don't want to sell a white elephant. When I sell it what should I tell them what else will they need to buy so they too can enjoy this machine. I don't think Florini will allow me to transfer the design program (not sure) and that is a big expense on their part unless you can advise me what to tell them of a alternate program. She had fast frames,stabilizer, in my opinion a lot of thread and saved designs on her computer.

If anyone can help me thank you,or tell me where to turn.

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Kirsten S.

Robert,

Please accept my condolences. I would like to be helpful to you on the matter of your wife's machine. Thank you for providing your email address. I do have familiarity with any of these things, but not direct experience. I will do some research and get back to you.

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Harry C.

I use the floor stand which I purchased in May last year and really appreciate it. I have one question: when I have stopped my project for the day, do I need to relax the tension on the material until the next day ? several times I found when I returned to the project the tension on the material was very loose as if the screws have been slightly stripped so I wonder if I need to loose the wooden knobs to avoid the screws being stripped?

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Heather B.

Harry, thanks again for your question and your patience. Regarding your tension question, our hand embroidery manager suggests the following:

"I recommend that you loosen the tension on your scroll rods when you are not stitching. Once you come back to stitching, scroll up your fabric to the tension you like and stitch away. This gives your fabric time to relax, along with giving the knobs a break as well."

I hope this helps. Please let us know if you have further questions.

~Heather
[email protected]

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Heather B.

Also please be aware that if you flip the scroll frame around, the tension can loosen. If that's the case, just tighten it back up with the knobs.

~Heather

[email protected]

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Heather B.

Hi, Harry. To best answer your questions, could you please consider the following?

1 - Can you remove the knobs and check to see if anything is actually stripping?
2 - Are you using a stretchable fabric?
3 - Please refer to the scroll frame instructions included with the floor stand instructions. (We can send these to you if you no longer have them). It shows how to properly tension the frame. It is possible you are missing a step and it just isn't tensioned correctly.

~Heather
[email protected]

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Harry C.

Thank you Heather,

yes I can move the knobs and the material is linen - I was only concerned if by leaving the tension on the material over sometimes 1-2 days and then coming back to find the material a bit slack, that I was risking to strip the knobs.

actually I do not seem to have the scroll frame instructions, so yes please it would be nice if you couuld please send them to me.

Thank you in advance

Harry


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Heather B.

Thanks, Harry. I am sending you the instructions now and will check with my manager to get some more information to you. I expect to email it to you in the next 1-2 days.

~Heather
[email protected]

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Harry C.

great. Thank you very much Heather

Harry



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Jeff B.

I'm impressed with your site and designs. I do have a rather rediculous question though. I purchased a package called Flowers 3 Garden Flowers on CD in 1999. It will not load in Win10 (surprise,surprise). I know there are emulators out there that would load Windows 98 virtually but I use this PC for business and do not want to risk this. Are there any other options you can suggest? Thank you for your time.

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Heather B.

Hi, Jeff. Thanks for the question. Is the item you purchased in 1999 by Cactus Punch or some other brand?

~Heather
[email protected]

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KATHLEEN W.

I took advantage of the Holiday Wishes sale for the first time this year, and was very happy with the deals I had to choose from !! I love Kimberbell products and regularly purchase other designs from you. Thanks for the Holiday savings on fun projects to get me thru the winter months :) Kathy in Payson, Utah

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Heather B.

That's so great to hear, thanks for letting us know, Kathy.

~Heather
[email protected]

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Jennifer K.

Hello, I chose Rosebud Cross Stitch, it showed your special 20% discount in my Wish List, at each stage I followed the Holiday Wishes link, but right up to pay and Checkout the normal full price shows. Help!

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Jeanne E.

Hi Jennifer,

Thanks for reaching out to embroidery.com! I'm sorry to hear that things didn't go like they were supposed to, while you were placing your order. I'll send you an email with some information on how we can help solve this problem. Please look for an email from [email protected]

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Jennifer K.

Many thanks Jeanne. Merry Christmas.

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Jeanne E.

You're welcome! Merry Christmas to you, too!

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DELETED COMMENT

Jeanne E.

Hi Pat,

Thanks for reaching out to embroidery.com! I'm sorry to hear that your card isn't working. One option is that you can push Layaway, which you'll see below the area that asks for your credit card information. You'll continue through the ordering process afterward, and after you have finished the order it won't charge you anything yet. But it will give you an order number, which you can give us by calling our customer service number, which is 435-755-0486 or 800-428-7606. And we can find the order at that point to see why the card number isn't working. Or another option is that you can just call our customer service number, and we can pull everything from your cart to create the order. We answer phones between 10-5 pm, MST.

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Pat F.

thanks Jeanne. My husband looked into why our card wasn't working and some one had gotten use of it by changing our email, phone no etc. How that's possible i don't know but it's been cancelled. So I will use the layaway idea because it'll take awhile for new cards to come. Thank you very much.

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Jeanne E.

Hi Pat,

Oh that's frustrating that someone changed the information on your card. But yes, the layaway option will work well. We'll just keep the order on hold, while you're waiting to get the new card. I also put a note on your order, so we'll remember why it's awaiting payment. Have a good day!

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Pat F.

Thank you very much and I'm sorry for the inconvenience. Have a great Christmas.

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Jeanne E.

You're welcome. Merry Christmas to you too!

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Kim M.

Approx 2 yrs ago i purchased a Floor and Lap Stand, both. I have realized that one of them came with a set of 3.5" Screws. And the other came with 3" Phillips head screws. When using the lap stand I have a terrible time keeping the knobs on the screws.

So I take the ones from the floor stand and use those. But it is sometimes a PAIN.

Would it be possible to purchase another set of 3.5" Screws?

Thanks,

Kim

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Heather B.

Hi, Kim. Thanks for the feedback. We're sorry you're having trouble. I am emailing you some information on this.

~Heather
[email protected]

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valerie s.

I have a friend that resides in Canada. Does the free shipping with orders over $80. apply? (I haven't been able to find specific info on this in your site.)

Thank you for your help!


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Heather B.

We're sorry, Valerie, but the free shipping offer for orders over $80 does not apply to Canadian or other international orders (it is for domestic/US orders only). Thanks for the inquiry.

~Heather
[email protected]

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Sandra L.

Hello. I recently ordered and received a Sticky Hoop. I ordedred it to use with the Brother PE800. When i opened the box I looked at the connector and don't see how it will connect to my machine. So, before I open it and can't return it, how does the hoop connect to my machine?

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Heather B.

Hi, Sandra. We're sorry to hear of your trouble on that. Is the hoop the "Sticky Hoop - Babylock /Brother / LS6 5" x 7" (Clamp Down)"? If so, it should be compatible with your machine.

We would recommend contacting the company you purchased from (as it does not appear to be us at Embroidery.com) or the manufacturer itself, DIME (Designs in Machine Embroidery), for more information. If you decide to contact DIME, here's how to reach them:

Phone: 888-739-0555

Please let us know if you need further assistance.

~Heather
[email protected]

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Linda K.

I have a Brother Stellaire Innov-is XJ1.

What is the largest magnetic hoop available for it?

Thank you.

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Heather B.

Thanks for the question, Linda. The largest available magnetic hoop we offer for the Stellaire Innov-is XJ1 would be the Snap Hoop Monster LM9, which comes in the 9.5" x 14" size. Here's a link to that hoop:

https://www.embroidery.com/product?productID=275728

Please let us know if you have further questions and have a great day!

~Heather
[email protected]

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Randy mae L.

Cn not get my order to process. Please call.

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Heather B.

We are sorry to hear that, Randy. We will give you a call.

~Heather
[email protected]

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Donna M.

I tried to save a design I purchased on Embrilliance Express. However, I cannot as I get the message "Demo, The design contains elements that are no licensed for saving." What does this mean? Do I have to purchase Embrilliance to be able to save this purchased design?

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Heather B.

Hi, Donna. Thanks for the question. The demo version allows you to do things in the software but it does not allow you to to save files. You would need to purchase Embrilliance Essentials or another Embrilliance software and add a serial number in order to be able to save file(s). We are sorry for any confusion on that.

~Heather
in[email protected]

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