Customer Service & Support

HOW MAY WE HELP YOU?

	Phone Phone: (435) 755-0486 Toll Free: (800) 428-7606 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

lenore o.

Can I please pay by paypal I have done an order I want to pay for Thank You

11/19/19 12:12 am MST

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Heather B.

Hi Lenore. We're very sorry but we do not offer payment via PayPal at this time.

~Heather
info@embroidery.com

11/19/19 10:17 am MST

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Lynn K.

HI, I have lost my record for the serial number of Thumbnailer. Are you able to supply me with the number? This was purchased on the 29 Oct 2018. I have sent an email to you as well concerning this matter.

Thank You

11/09/19 01:54 am MST

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Heather B.

Sure thing, Lynn. I have emailed you the serial number. If you need it again in the future, you can find it by going to your Order History at Embroidery.com at any time.

~Heather
info@embroidery.com

11/11/19 10:59 am MST

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Nusrat H.

I cannot find my orders and the free down loads I had bought

10/27/19 12:44 pm MST

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Heather B.

Hi, Nusrat. I am seeing various orders and free dwonloads from 2007 to 2011. If you are looking for any of those purchases, go to your Order History or My Designs page at Embroidery.com to retrieve them. If you have purchased designs since then, I think you are likely at the wrong website. Please double check who your order(s) were from and make sure you are contacting the correct company.

~Heather
info@embroidery.com

10/28/19 03:57 pm MST

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Ovidia S.

Order #1065424 item # KK3407 design downloaded is incomplete ie color stops should total 10, design downloaded stops at 7. design then is incomplete. Please email correct design and I will download from there....design is half done at this time. Thank you, Ovidia S

10/24/19 11:39 am MST

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Heather B.

Hi, Ovidia. We're sorry you're having trouble with this design. I am emailing you directly as I have a followup question.

~Heather
info@embroidery.com

10/24/19 01:00 pm MST

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Tonya R.

My billing address is incorrect and it is not listed under my profile anywhere. It should be the same as my mailing address. How do I fix this?

10/22/19 12:36 pm MST

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Heather B.

Hi Tonya. Thanks for letting us know. We have been able to fix your billing address and have updated it to be your primary address so this does not happen again.

~Heather
info@embroidery.com

10/22/19 12:59 pm MST

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Ethel S.

I purchased a PED Basic for my brother babylock, I can not load it on my computer, I have a windows 10. my PED is Ver1.0 for Windows 98/ME/XP/2000, have attempted to download the right drives and such with no luck. Is there a newer version of this program. Help please.

10/20/19 10:42 pm MST

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Heather B.

Hi, Ethel. Brother appears to be offering version 1.07 of PED basic. Have you tried downloading that version? If not, you may want to give it a try:

https://support.brother.com/g/b/downloadtop.aspx?c=us&lang=en&prod=hf_basiceus

~Heather
info@embroidery.com

10/21/19 02:28 pm MST

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Mary B.

where do I find the serial number so I can finish installing Essentials on my computer?

06/28/19 08:49 am MST

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Darin Andersen

When purchased from Embroidery.com, the serial number is delivered by email and is available in your online archive or order history. If you are trying out a limited number of features, you can leave the serial number blank and use it in "express mode" for free.

06/28/19 05:26 pm MST

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Celena D.

I bought Stitch Artist 3 and even though I installed all the serial #'s the image button to import .jpeg is not anywhere on there. I'm missing several options

04/14/19 02:15 pm MST

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Kirsten S.

Hi Celena,

Thank you for writing. You may find it helpful to close the program and shut down and re-start your computer. Then re-open your Embrilliance program. If you still do not see all the expected options, open a support ticket with Embrilliance, here: http://www.embrilliance.com/osticket/open.php
They are very responsive and will solve this with you.

Thanks,
Kirsten

04/17/19 07:32 am MST

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Snoopy

they are great i email then and ten minutes later. they answer me they solve the problem, great company

04/12/19 10:25 am MST

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Sallie T.

My Thumbnailer is working now! Thanks to everyone involved that helped me!

04/03/19 08:44 am MST

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Heather B.

That's so great to hear. Thanks for letting us know, Sallie!

~Heather
info@embroidery.com

04/03/19 10:16 am MST

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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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(435) 755-0486