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Return Policy

You 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.

Bianka S.

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

07/21/20 08:47 pm MST
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Heather B.

Hi, Bianka. Thanks for the request. I am emailing you more information. Please watch for my email.

~Heather
info@embroidery.com

07/22/20 11:12 am MST
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Kimberly K.

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!

07/11/20 08:35 pm MST
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Heather B.

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

07/13/20 12:09 pm MST
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romayra m.

Hola, me podría enviar un link para buscar los patrones? Me interesa el de la muñeca Dama de Primavera, es roja... gracias.

06/24/20 04:56 pm MST
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Heather B.

Hola, Romayra. Lo siento, pero no sé qué patrón estás preguntando. ¿Puede darnos más información para que podamos ayudarlo?

Gracias,

~Heather
info@embroidery.com

06/25/20 09:34 am MST
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Dunia D.

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?

05/03/20 01:26 pm MST
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Heather B.

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

05/06/20 04:18 pm MST
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Nancy P.

I ordered the wrong thread. May I return it for a refund if not used?

01/09/20 02:19 pm MST
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Heather B.

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

01/09/20 04:20 pm MST
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Jan P.

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.

08/06/19 04:22 pm MST
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Heather B.

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

08/07/19 09:41 am MST
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Tonya C.

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

07/24/19 12:56 am MST
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Heather B.

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

07/24/19 03:29 pm MST
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Tonya C.

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...

07/25/19 02:59 am MST
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Heather B.

You're welcome, Tonya. Thanks for the feedback.

~Heather
info@embroidery.com

07/25/19 10:14 am MST
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Wendy R.

Can I order by telephone?

05/28/19 03:18 pm MST
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Heather B.

Yes, you can order from us by phone, Wendy. Our number is (435) 755-0486.

~Heather
info@embroidery.com

05/28/19 04:12 pm MST
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Verenia E.

I ordered the wrong color baby pink 818 . I need 963 that I have placed another order for May I return the baby pink?

02/23/19 02:27 pm MST
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Heather B.

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

02/25/19 11:50 am MST
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Rosie V.

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

02/21/19 03:06 pm MST
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Heather B.

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

02/21/19 04:21 pm MST
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Pamla C.

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

08/13/18 08:55 pm MST
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Heather B.

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

08/15/18 01:20 pm MST
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Heather B.

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

08/14/18 11:21 am MST
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Bernice M.

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

05/13/18 04:12 pm MST
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Heather B.

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

05/14/18 11:10 am MST
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Jan P.

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.

08/06/19 04:20 pm MST
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Linda K C.

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

10/01/17 07:52 pm MST
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Heather B.

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

10/02/17 10:59 am MST
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Sandra M.

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?

09/03/17 04:03 pm MST
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Heather B.

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

09/05/17 11:25 am MST
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Kathleen P.

II seem to have brought the wrong size is there anything I can do.

04/05/17 01:03 am MST
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Heather B.

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

04/05/17 10:11 am MST
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Kathleen P.

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

04/06/17 03:51 pm MST
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Heather B.

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

04/07/17 09:46 am MST
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Kathleen P.

Hi I have just been into my designs and the large one is the only one showing? Not certain what to do. Kathleen

04/07/17 03:09 pm MST
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Heather B.

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

04/07/17 04:42 pm MST
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Kathleen P.

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

04/07/17 05:32 pm MST
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Heather B.

Oops, I'm so sorry about that, Kathleen! Try again. I think I've got it fixed now.

Thanks,

~Heather
info@embroidery.com

04/10/17 09:42 am MST
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Kathleen P.

Thanks Heather I have it and looking forward to doing the design. Thanks again for all your help. Kathleen

04/11/17 02:20 am MST
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Melissa B.

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.

02/10/17 09:30 am MST
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Melissa B.

yes please. Thank you so much.

02/10/17 02:35 pm MST
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Heather B.

Okay, thanks, Melissa. I am emailing it to you now.

~Heather
info@embroidery.com

02/10/17 05:19 pm MST
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Heather B.

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

02/10/17 09:49 am MST
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Bette C.

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

11/04/16 08:26 am MST
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Heather B.

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

11/04/16 09:24 am MST
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Lauri R.

Need a 3 letter script monogram for a quilt with the wedding date below it...! Thanks, LR rogersgw1@gmail.co

10/11/16 09:27 pm MST
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Heather B.

Hi, Lauri and thanks for the question. If you own an embroidery machine and are looking for a nice monogram, we carry a lot of options. I recommend adding the wedding date in your embroidery software or with the fonts built in to your machine. Here's a link to the monograms we carry:

https://www.embroidery.com/Machine-Embroidery-Alphabets-and-Monograms.ec

If you're instead looking for someone to do the embroidery for you, follow this link and look under the section "Embroidery Companies' Sites."

https://www.embroidery.com/help.ec?docid=264

~Heather
info@embroidery.com

10/12/16 12:13 pm MST
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