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: 800-428-7606.
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: 800-428-7606.
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: 800-428-7606.
Designs in Machine Embroidery Item Return Policies:
If item(s) have been shipped to you from Designs in Machine Embroidery, please call Embroidery.com (800-428-7606) 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 (800-428-7606). 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.
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
Very disappointed, thought I was getting the whole kit, basically paid $10.50 for a piece of paper. Never again
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 sent my request to the above email today. thank you
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
Need a 3 letter script monogram for a quilt with the wedding date below it...! Thanks, LR rogersgw1@gmail.co
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:
http://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."
http://www.embroidery.com/help.ec?docid=264
~Heather
info@embroidery.com
Mary P.