Customer ServiceYou may return most items sold by Embroidery.com within 30 days from the ship date.
To qualify, you must call Embroidery.com within 5 business days from the receipt of your package to receive approval for the return.
Machine Embroidery Items must be unopened and in mint condition, unless damaged upon receipt of item. (See below for Hand Embroidery Return Policy)
Call Customer Support: (435) 755-0486.
For your protection, we suggest all returns be sent back by a traceable carrier. The customer must pay all costs related to return shipping. After receiving and inspecting the returned merchandise, we will reimburse your account for the purchase price of the item, less the original shipping fee.
Some items may require a 15% restocking fee. Please check the item before purchase.
Shipping is non-refundable on all orders, unless the Embroidery.com determines itself at fault.
Magna Hoop & Snap Hoop Monster Return Policy:
The Magna-Hoop & Snap Hoop Monster have the following specific return policies:
Magna Hoop: If you're not completely satisfied with the Magna-Hoop line of products, return the product within 14 days of receipt. All components must be returned in original mint condition. There may be a 20% restocking fee. Shipping charges are not refundable. If returning a Magna Hoop, please call for a return authorization number and return shipping address: (435) 755-0486.
Snap-Hoop Monster: If you're not completely satisfied with the Snap-Hoop Monster, return the product within 14 days of receipt. All components must be returned in original mint condition. There may be a 20% restocking fee. Shipping charges are not refundable. If returning a Snap Hoop Monster, please call for a return authorization number and return shipping address: (435) 755-0486.
Designs in Machine Embroidery Item Return Policies:
If item(s) have been shipped to you from Designs in Machine Embroidery, please call Embroidery.com ((435) 755-0486) after reviewing the following return policies: Designs in Machine Embroidery Return Policies.
Machine Embroidery Design Return Policy:
Downloadable designs have a 15 day guarantee. If you have purchased a design that does not meet your expectations or its intended use, please contact Embroidery Central Customer support ((435) 755-0486). We will do our best to give you a satisfactory resolution.
Hand Embroidery Return Policy:
Due to the fragile nature of hand embroidery items, purchases of all hand embroidery patterns are final. No refunds will be given on hand embroidery patterns. Click here for more details on our hand embroidery return policy.
Hi, Irene. We are sorry for the delay in responding to you. I have voided your existing payment so you can submit your new payment. You can do so by visiting the Pay On Account page at Embroidery.com and following the prompts. Here's a link to the Pay on Account page:
https://www.embroidery.com/payment.ec
Please let us know if you need further assistance.
~Heather
info@embroidery.com
I need to cancel my order. It has been charged but not shipped. Please cancel and refund payment. It was the sticky hoop. I just realized that I can’t use it. Thank you.
Hi, Vicky. Thanks for contacting Embroidery.com. We received an email from you with this same request and will be corresponding to you via email with more information.
~Heather
info@embroidery.com
Hi there, I also ordered the embrilliance essentials thinking it could digitize and would like to return! Thank you!
Hi, Hayley. We received this same request via email and will be emailing you in response to your request.
~Heather
info@embroidery.com
hello, I purchased the Embrillance software thinking it could digitize but it doesn’t I would like to return it please. How do I proceed? thank you
Hi, Bianka. Thanks for the request. I am emailing you more information. Please watch for my email.
~Heather
info@embroidery.com
I ordered the Vikant Ultimate Card (Version III) / Bernina Deco 330,340 Artista 165,180 (VKUCDE330) and the Vikant Ultimate Box II Plus w/o Card (UBPlus II NoCard). I have a Brother PC-6500 and this card does not fit in my machine, is there any way that I can return it and get the correct card. I am very new to this machine, it is my first machine and first attempt at embroidery. I received the card reader and card last week but due to shipping delays did not receive my thread until today so I am just now finding out it is the wrong card. Please help!
Hi Kimberly. It was nice chatting with you earlier via our Live Chat. I have sent you the return authorization information we discussed. Please let us know if you have further questions.
~Heather
info@embroidery.com
Hola, me podría enviar un link para buscar los patrones? Me interesa el de la muñeca Dama de Primavera, es roja... gracias.
Hola, Romayra. Lo siento, pero no sé qué patrón estás preguntando. ¿Puede darnos más información para que podamos ayudarlo?
Gracias,
~Heather
info@embroidery.com
I received my order and even thought I used the same color # the one I received has a very different tone. Can I return and send you a pieces of the one I already started with to see if you can match it?
Hi, Dunia. Thanks for the message. I am emailing you with some information. Please watch for an email from heather@embroidery.com
~Heather
info@embroidery.com
I ordered the wrong thread. May I return it for a refund if not used?
Yes, Nancy, you can. Both of your recent orders are within our 30 day return policy. To arrange a return, please email me your order #, along with which threads you'll be returning, and I'll send you a return authorization number and return instructions. Please email: heather@embroidery.com.
~Heather
info@embroidery.com
I was just getting ready to order this program and you told me 90 day trial and return if totally could not make it work. This woman above is saying 30 days? Which is correct? Need an answer asap... as I can order it directly from Emmbrience Essentials and theirs says 90 days.
Hi, Jan. The message you read below is not current information. All Embrilliance software bought through Embroidery.com now comes with a 90 day money back guarantee. Thanks for the question.
~Heather
info@embroidery.com
i received my first order placed and noticed the wrong thread was sent to me! very disappointing when I waited a week for my purchase to arrive! I ordered the quilters select 80 wt, pure white which should be a gold band with color/# but i received 60wt with green band of the quilters select pure white.. I ordered 2 spools of 80 wt pure white and 1 spool of 60 wt ash brown which this one was correct. I am wondering what should I do? I do not feel I should have to pay for return shipping, the hassle of finding a box to return it in, going to post office, the cost of shipping etc, since this is fault of whom ever filled the order, the box my order came in is far too large to return the items in beings I purchased a 32 spool thread with this order as well. Please let me know how to rectify this situation.
Thank You,
Tonya
Hi, Tonya. We're sorry we made an error on your order. I am sending you an email directly with some assistance.
~Heather
info@embroidery.com
thank yoiu for such quick response. I absolutely love this thread and love the design of the cap and the protective features. thank you for correcting my order...
You're welcome, Tonya. Thanks for the feedback.
~Heather
info@embroidery.com
Yes, you can order from us by phone, Wendy. Our number is (435) 755-0486.
~Heather
info@embroidery.com
I ordered the wrong color baby pink 818 . I need 963 that I have placed another order for May I return the baby pink?
Hi, Verenia. Thanks for the question. Yes, you may return the baby pink 818 as long as it is in new condition and as long as it is within 30 days of your purchase. I will email you some return instructions.
~Heather
info@embroidery.com
I would like to return the item I just received. It just isn't what I wanted. Can I send it back in the same envelope and will it cost me to send it back.
Thank you for your time!! Rosie
We're very sorry but per our hand embroidery return policy, hand embroidery patterns are non-returnable:
"Due to copyright and the fragile nature of hand embroidery items, purchases of all hand embroidery patterns are final. No refunds will be given on hand embroidery patterns."
We're very sorry for the inconvenience.
~Heather
info@embroidery.com
Just ordered some embroidery floss & ordered the wrong color . I ordered 815 MD garnet but needed 902 VD garnet. I placed 2 orders just to get the right color. Can I return the MD Garnett or can you catch the mistake before it’s shipped
Pam, we will be sending you the 902 VD Garnet & 958 Dk Seagreen. We have canceled the 815 MD Garnet from your order. Please let us know if you have any questions.
~Heather
info@embroidery.com
Hi, Pamla. Thanks for contacting us. I can cancel the order for the 815 MD garnet. Do you still want the 958 Dk Seagreen you had also ordered?
~Heather
info@embroidery.com
I just purchased the essentials enthusiast and I am not happy with it. Can I return it? I know it was a download but I thought it said 30 day return? thank you. bernice3@MSN.COM
Hi, Bernice. We can refund you for the software if you are unhappy with it and it is within 30 days of your order. Please email your request to info@embroidery.com.
~Heather
info@embroidery.com
I was just getting ready to order this program and you told me 90 day trial and return if totally could not make it work. This woman above is saying 30 days? Which is correct? Need an answer asap... as I can order it directly from Emmbrience Essentials and theirs says 90 days.
Where are you located? How long does it take to receive an order from you. I am waiting for an answer before ordering. Thanks, Linda
Hi, Linda. Thanks for the questions.
We are located in Logan, Utah, USA. Most items take approximately 5-7 days for arrival, but we do have faster options available at checkout, if you desire.
A few items, including the Monster Snap Hoops, will come from Designs in Machine Embroidery in Manana, Texas. They have similiar shipping options.
I hope this helps.
~Heather
info@embroidery.com
I ordered some Megna-Glide Bobbins Style M. I can't use them to quilt with. The thread is so fine, I think they are meant for embroidery. Can I return them?
Hi, Sandra. Yes, they are intended for use with embroidery machines. I can send you information on returning you bobbins. Can you confirm that these items are in new condition?
~Heather
info@embroidery.com
II seem to have brought the wrong size is there anything I can do.
Yes there is, Kathleen. I can exchange for the correct size. Please let me know which design it is and which size you'd like to exchange for. Also, please confirm that you have deleted the file in the wrong size. After that, I can go ahead and exchange the items.
Thanks,
~Heather
info@embroidery.com
Thanks Heather, I believe the size I need for my machine is The 18 Count for SUD 9343. I have deleted the all files for original order . Awaiting your replyThanks again Kathleen
Thanks, Kathleen. I have made the exchange and the smaller 18 Count design is now in your My Designs page at Embroidery.com, available for you to download at any time:
https://www.embroidery.com/mydesigns.ec
Please let me know if I can assist you further.
~Heather
info@embroidery.com
Hi I have just been into my designs and the large one is the only one showing? Not certain what to do. Kathleen
Hi, Kathleen. I have checked and I made the exchange correctly, but I made a NEW order instead of adding it to your original order, so you'll need to go to that order INSTEAD of your original order. Sorry for the confusion.
https://www.embroidery.com/mydesigns.ec?OrderID=98...
~Heather
info@embroidery.com
Hi Sorry , but when I click on the new order 981268 it still comes up at the SUD 9343 14 count which is the large one again. Regards Kathleen
Oops, I'm so sorry about that, Kathleen! Try again. I think I've got it fixed now.
Thanks,
~Heather
info@embroidery.com
Thanks Heather I have it and looking forward to doing the design. Thanks again for all your help. Kathleen
how does this work? I bought a dirt bike one... Do I have to download it and make myself? I was hoping it be mailed to me and I just have to put it on a blanket.... I dont sew so I'm so confused.
Okay, thanks, Melissa. I am emailing it to you now.
~Heather
info@embroidery.com
Hi, Melissa. I think you mis-understood what you are ordering. The item you ordered is a digital file for an embroidery machine that can be saved to a computer or flash drive from our website and transferred to an embroidery machine. Embroidery.com does not sell pre-made patches. If you'd like a refund request form, please let me know and I will email you a copy.
~Heather
info@embroidery.com
I bought the snowman tp and didn't find the buttons for the middle of him.. was it sold separate?? Do you keep the items I buy in a file somewhere?? Bette
Hi, Bette. Thanks for the message. The Snowman TP buttons are available for you to download at any time from the My Designs page at Embroidery.com:
https://www.embroidery.com/mydesigns.ec
Please let us know if we can help you further at this time.
~Heather
info@embroidery.com
Irene C.
Order #:
1124505
Hi Embroidery!
The Visa card I used for this order, expected to ship mar 8, has been replaced with a new one due to expiration. Is it possible to cancel the order and re-order with the new Visa card?
I have tried three times to get an answer
Sincerely
Irene Christensen