Customer Service & Support

HOW MAY WE HELP YOU?

	Phone Toll Free: +1 (800) 428-7606 Local:+1 (435) 755-0486 Customer Services Hours 9:00am-5:00pm M-F Mountain Standard Time Email info@embroidery.com Mailing Address 1638 North 200 West Suite G 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

Verenia E.

Yes Irecieved the information and am mailing back the pink floss today. I kept one of the six items. Thanh you so very much for your help. I will be a regular custermer !

02/26/19 11:53 am MST

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Heather B.

Great, glad to hear it, Verenia. Thanks for letting us know and have a great day!

~Heather
info@embroidery.com

02/26/19 12:43 pm MST

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Alfreda M.

I ordered DMC floss with specific color numbers from a book on long short stitch embroidery. Pulblished in 2006. Involving subtle shading. I received some of the correct numbered threads but others were not what I ordered. They seemed to be substitutes. Have the numbers changed since 2006?

02/17/19 07:50 am MST

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Donnett H.

Hi Alfreda I looked at your order and it looks like we shipped everything out that you ordered. DMC added 30 new colors last year. It has been a very long time since they reorganized anything. I guess I may not understand your question. Did you not get what you ordered?

02/19/19 12:01 pm MST

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Sandra E.

I need to know your shipping rates to Canada

02/02/19 06:15 am MST

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Heather B.

Hi Sandra. We don't have a set rate for shipping as it is calculated at checkout based on the weight of your order and your location. If email me what you'd be ordering and your postal code, I'd be happy to give you a quote. Email address: info@embroidery.com

~Heather
info@embroidery.com

02/04/19 11:59 am MST

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Mary D.

How do I become a member of Embroidery.com?

01/03/19 08:28 pm MST

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Heather B.

To become a member of Embroidery.com, simply go to our Login page, enter your email address in the "Sign Up" box, and press continue. You will then be prompted to set up a new account.

https://www.embroidery.com/login.ec

Thanks for the question!

~Heather
info@embroidery.com

01/04/19 10:23 am MST

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Lillian H.

I love the designs and in the Hoop projects that I have purchased thank you for all your help. I am however having a problem downloading the Scalloped visor instructions and color change sheet.

11/27/18 10:12 pm MST

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Heather B.

Hi, Lillian. Thanks for your feedback on our in-the-hoop-projects. I'm sorry you are having trouble downloading the Scalloped Visor instructions and color change sheet. I will email them to you. Please let me know if you need further assistance.

~Heather
info@embroidery.com

11/28/18 10:45 am MST

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Reva R.

loved the Thanksgiving aprons. We had fun!

11/23/18 09:41 am MST

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Heather B.

Great, thanks for the feedback, Reva.

~Heather
info@embroidery.com

11/26/18 11:55 am MST

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Heintz N.

please unsubscribe me. Thank yo

11/04/18 05:29 pm MST

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Heather B.

Hi Heintz,

Thank you for writing. I have marked your Embroidery.com account preferences so that you will be unsubscribed from our list. You can subscribe again at any time by going to the "Email Preferences" section of the "Account" area on Embroidery.com. Best regards.

~Heather
info@embroidery.com

11/05/18 10:59 am MST

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MJ H.

Hi there, I was wondering if you knew if CD designs was putting out a 2018 xmas angel

10/24/18 08:57 am MST

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Heather B.

I'm sorry but I don't know yet if Cornelia Dobner is putting out a 2018 lace angel or not. I'll add you to my list to notify when and if they become available.

~Heather
info@embroidery.com

10/24/18 10:47 am MST

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MJ H.

Hi there, I was wondering what brand of thread is used by Art embroidery, I just purchased the lace bell

10/20/18 05:47 pm MST

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Heather B.

Hi, MJ. Thanks for the question. Most ArtEmbroidery designs, including the lace bell, will use the Gunold Polyesther thread.

~Heather
info@embroidery.com

10/22/18 10:49 am MST

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Suzie W.

I saw a floor stand on your website last week but don’t see it now. Do you still sell these

10/17/18 07:31 am MST

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Heather B.

Looks like you located the floor stand, Suzie. That's great! For anyone else wondering, yes, we absolutley still carry the EZ Stitch Floor Stand. Just type FS001 into the search box at Embroidery.com at any time.

~Heather
info@embroidery.com

10/17/18 10:46 am MST

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Emma A.

Just placed orderl item pJ1133, thread Autumn Hostess thread set with design pack .

I also received CD083016FD FD. LeavesFSL Sun Catcher

10/15/18 05:00 pm MST

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Heather B.

Hi, Emma. You ordered both items, "Autumn Placemat & Coaster Set (PJ1135)" and "Leaves FSL Sun Catcher (CD083016FD)". They were both in your shopping cart when you placed your order. Was the CD083016FD ordered by mistake? If so and you haven't downloaded the file, I can offer you a refund at this time. Please let us know.

~Heather
info@embroidery.com

10/16/18 10:38 am MST

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Deborah M.

I received my order # 1030910 today. Although the packing slip lists #1185, #1190 and #1193 as shipped they were not with the order. There was a #1094 that I did not order however. Please advise how I should proceed. Thank you.

10/04/18 10:28 pm MST

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Heather B.

Hi, Deborah. I'm sorry for your trouble on your order. I am emailing you directly with some assistance.

~Heather
info@embroidery.com

10/05/18 10:40 am MST

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Deborah G.

I am trying to buy scroll bars for needlepoint WITH WEBBING individually (sets of 2) and extender bars, separately. It looks like you only sell webbed scroll bars in set with extender bars. So, if I ordered 6 scroll bars, I would end up with 3 of the same extender bars. Do you sell these things separately?

09/29/18 04:19 pm MST

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Heather B.

Hi, Deborah. Thanks for the question. The scroll rods with webbing are sold separately without the side bars. Just follow this link:

https://www.embroidery.com/product.ec?productsetID=208931

Sincerely,

~Heather
info@embroidery.com

10/01/18 10:34 am MST

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Anita F.

I purchased Nature Sketches and am in the middle of making a wedding quilt for my granddaughter (9 inch blocks) VP3 format. I am having problems with PEBCL19AA jumping to the wrong location during the stitch out of the butterfly. I took my EPIC in for service (it is less than a year old) and they said they couldn't find anything wrong with the embroidery arm or my embroidery machine. They reloaded the software for the machine and checked everything out. I stitched this same design out once again and it stitched the butterfly incorrectly again. Has anyone else had problems with this design package? Do you have any updates for it? Best regards, Anita Freeman.

08/17/18 09:38 pm MST

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Heather B.

Hi, Anita. I'm sorry to hear of your trouble. I can't find a Nature Sketch pack or design PEBCL19AA available at Embroidery.com. Please double check who your order was from. If it was from another website, please contact them directly. If you can find it on our site, please reply with a link to the design.

~Heather
info@embroidery.com.

08/21/18 12:51 pm MST

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Darla R.

Can I get the Cosmos floss packet kit for "Deck the Halls" from Crab-apple Hill Studio from you

08/12/18 08:53 am MST

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Heather B.

I'm sorry, but we aren't able to offer the "Deck the Halls" floss packet for sale here at Embroidery.com at this time.

~Heather
info@embroidery.com

08/13/18 02:01 pm MST

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Gloria B.

I want to order the Jacobean Hummingbirds pack but it says downloadable... I want it on cd... is that an option

08/04/18 09:36 pm MST

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Heather B.

Hi Gloria. Thanks for the question. There is a version of the Jacobean Hummingbirds that includes a CD (and some threads). Here's a link:
http://www.embroidery.com/product.ec?productsetID=203127

~Heather
info@embroidery.com

08/06/18 10:22 am MST

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Kelly G.

What is the status of my order #1022231? The payment is pending on my credit card.

06/27/18 04:50 pm MST

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Heather B.

Your order is pending. It will be shipped by Designs in Machine Embroidery, located in Texas. You may expect to receive a tracking number in your email in the next 1-2 business days. Thanks for the question!

~Heather
info@embroidery.com

06/28/18 10:01 am MST

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Renate H.

Why can't I download the Flamingo Pack for 39.99? I don't want this shipped and pay postage. Thank you

06/13/18 05:44 am MST

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Heather B.

I'm very sorry, Renate, but the Fabulous Flamingos or only offered on CD. They are a Designs in Machine Embroidery product and that is how they have chosen to offer the product at this time. I'm sorry for the inconvenience.

~Heather
info@embroidery.com

06/13/18 10:03 am MST

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Noni E.

I just received my lap stand and numerous other "goodies" that I ordered. I am so excited to have found Embroidery.com!! I do machine embroidery, as well as, cross stitch. The resourced available for either are few and far between. I was impressed by the "real human" customer service that I received on both of my phone calls. In fact, I spoke directly with Donnet for one of my phone calls. I can not tell you how much that reassures me as an online customer. I have watched almost every Youtube video on your channel. My order was shipped the same day that it was placed!!! I have found my new go-to for all my embroidery/cross stitch needs from now on. Thank you for your passion and dedication to the art of embroidery and cross stitch.

05/31/18 02:32 pm MST

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Heather B.

That's great to hear, Noni. Thanks for the feedback and I hope you enjoy your "goodies".

~Heather
info@embroidery.com

06/01/18 09:48 am MST

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Wendy C.

I have done an applique pattern on my Janome MC9700 machine with Digitizer Jr. The satin stitch around the design is not catching or covering the edge of the material. Is there a way I can increase the width of the satin stitch to cover the edge of the material. Thanks Wendy

05/25/18 01:56 am MST

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Kirsten S.

Hi Wendy,

I think this video might help you: It is on digitizing Applique with Digitizer Jr. I set this video link to start at the point where the applique is being done. You need to change the width of the applique in your Object Details window. I hope this helps.

05/25/18 08:05 am MST

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