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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

Carol Ann S.

I just received my order today (Friday) that I ordered on Monday. I just want to tell you how much I appreciate your prompt service. Everything arrived perfectly and was just what I ordered. I want you to know that I will be using your service again and will let my needlework friends know how pleased I am with your business. Thank you so much.

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Excel W.

How do I create stitches on a personal Logo and remove the background color on the Logo.

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Kirsten S.

You'll either need to hire an embroidery digitizer to do that for you or use digitizing software such as Embrilliance StitchArtist.

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Karen G.

Are there any metal knobs for the lap stand available? I have the wood and black plastic ones but was hoping to find some metal ones like Donnett was showing in on of the older videos.

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Karen G.

Are there any metal knobs for the lap stand available

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Karen G.

Are there any metal knobs for the lap stand available

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Leanne V.

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elaine t.

i would like free from dime embroidery i try to get the shows but i can't get on please tell me how to do it please

[email protected]

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Prachi S.

Can you tell me how to make embroidery hoop art selling process

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Kirsten S.

Perhaps you could rephrase what you are wanting to learn.

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Kirsten S.

Elaine, thank you for following up. Here is a link to the replay:

https://www.embroidery.com/event.ec?eventID=2159&eventSessionID=3982

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Jane W.

I recently received my E-Z Stitch Frame and assembled it with a needlepoint canvas on it. My stand will allow my to turn the piece over to the backside but how do I tighten the canvas itself? I was hoping to be able to loosen the knobs and tighten it that way but that doesn't work. Any suggestions?

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Jeanne E.

Hi Jane,

You are supposed to be able to tighten the fabric by loosening and tightening the knobs. Here's a video from Donnett on how to get good tension on the frames. At about 4:50 minutes she is showing how to put tape on the fabric, but she's mentions some tips on tension. She also talks more about tension at about 9:00 minutes, and that part goes on for awhile. https://embroidery.com/attach-ezstitch-tape-for-fa...

If you still need help after watching this video you can email me at [email protected] Best of luck, and have a great day!

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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

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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.

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Barbara F.

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

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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!

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Kathleen T.

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

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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.

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Kathleen T.

this is a hand project not machine

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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!

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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

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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.

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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

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Jeanne E.

Hi Tamara,

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

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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?

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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?

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Shelly B.

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

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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!

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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

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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!

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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

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Jeanne E.

You're welcome!

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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]


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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.

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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

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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!

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Bellinda N.

Can I have the link to your projects, please

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Jeanne E.

Hi Bellinda,

Which projects were you looking for?

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jessica m.

Bonjour! livrez vous en france? merci d avance

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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!

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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

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Kirsten S.

Hello Gloria,

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

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