MONDAY TO FRIDAY 9AM to 5PM PST

We will do our best to answer you quickly. During office hours, all inquiries are answered in the order they are received on the same business day. On weekends and holidays, allow us up to 48 hours of the following business day to answer.

WE APPRECIATE OUR CUSTOMERS

• Your satisfaction is extremely important to us. We are always happy to do everything we can to insure you a pleasant shopping experience. If you have any questions or concerns, we will do our utmost to provide you with a quick, satisfactory answer.
• We offer no cost formatting to most popular machine formats. If you see designs that do not list your format, first check to make sure the dimensions will fit your hoop, purchase in PES and tell us your order # and the format you need. We will reformat to your requested format. This is a free service.

DOWNLOADING YOUR EMBROIDERY FILES

• Click the MY PROFILE link on the Menu to log in. Click HI (your name) > ORDER HISTORY. Your orders are immediately available to download in the Filename column of your order history.
• If you have previous orders that are not showing on the history page, tell us the email addresses you used previously and we will combine the orders under your current email address.

SHIPPED GOODS & EMBROIDERY FILE BACKUPS

• Orders for shipped goods will be mailed in the order they are received.
• Please allow 2-6 weeks shipping/delivery time.
• CDs and USB are available through checkout, 15 sets per media (orders can be combined).
• If you have already placed your orders and later want CDs or USB drives, Contact Us with a list of the designs you want on the backups. We will send you a custom buy button.
• Mailed software purchases are final.
• In the case of broken or unusable CDs or USBs, replacements will be issued after proof of the issue. All shipping charges are the responsibility of the customer.
• If a replacement is requested because the customer has not updated their software to the latest versions and the files are unreadable on their end because of this, the CD or USB must be returned to OPW and a reformatted CD or USB will be issued. The fee of the reformatted CD/USB is half cost of regular price. All shipping charges are the responsibility of the customer.

IMMEDIATE DOWNLOADS

• To view your order history, sign in by clicking MY PROFILE on the Menu. When you are logged in, you will see HI (your name). Click it and then click ORDER HISTORY. You can download previous design orders and/or change your machine format on the Filename column of the Order History page.

* See important notes below.

CREATE PROFILE AND PASSWORD

(This must be done before you can log in, place orders or view your order history):

• Go to CREATE PROFILE ACCOUNT. Fill out the form and submit.

LOG IN, ORDER HISTORY AND DOWNLOADS:

• On Menu, click MY PROFILE > LOGIN
• Once you log in, click HI (your name) > ORDER HISTORY.
• Download order history by clicking the names in the Filename column.

* NOTE:  When you create a profile on our new site, all of your order history from the old system under the same email address goes to the new Order History.  If you have previous orders under different email addresses, Contact Us.  Tell us your current email and all previous emails used.  We will add all your order history to your current email login.

* NOTE: If you run into trouble while logging in or viewing order history, first try clearing your temp files cache and cookies. Open a new browser and log in again. If you still have trouble, verify which browser you are using. If you are using Internet Explorer, it is recommended you switch to Chrome, Firefox, Edge (for Windows computers) or Safari (for Mac computers). Microsoft stopped supporting Internet Explorer in January 2013. IE has not been updated since that time and IE does not work well on new website technology that has been developed between 2013 and now. Many common problems encountered regarding navigation, logging in, order history and checking out all clear up when the customer switches browsers. If you wish trouble-free shopping on our site, please use one of the recommended browsers, which are all available free. Just google the name to download one of them. Once you have updated your browser, log in again. If you still have trouble, Contact Us.

MANY WAYS TO SAVE

• The OPW Mall is an online mall which has nearly 100 machine embroidery design stores under one roof. At any given time, we have dozens of stores with special offers. Each store in the mall offers its own specials offers. Check the top of the designer's store pages to see what their current offer is.

NOTE: If you are using Internet Explorer, it is recommended you switch to Chrome, Firefox, Edge (for Windows computers) or Safari (for Mac computers). Microsoft stopped supporting Internet Explorer in January 2013. IE has not been updated since that time and IE does not work well on new website technology that has been developed between 2013 and now. Many common problems encountered regarding navigation, logging in, order history and checking out all clear up when the customer switches browsers. If you wish trouble-free shopping on our site, please use one of the recommended browsers, which are all available free. Just google the name to download one of them.

If you run into trouble, just Contact Us. We are happy to help you place your order or process it for you manually.

HAVING TROUBLE?

• Fill out the Contact Us form and submit it.
• If you wish the designs to be emailed to you, be sure your security settings allow email attachments and your mailbox has enough available space to receive large files. Then Contact Us.

NOTE: If you are using Internet Explorer, it is recommended you switch to Chrome, Firefox, Edge (for Windows computers) or Safari (for Mac computers). Microsoft stopped supporting Internet Explorer in January 2013. IE has not been updated since that time and IE does not work well on new website technology that has been developed between 2013 and now. Many common problems encountered regarding navigation, logging in, order history and checking out all clear up when the customer switches browsers. If you wish trouble-free shopping on our site, please use one of the recommended browsers, which are all available free. Just google the name to download one of them.

SOLUTIONS

• WRONG FORMATS: If an incorrect format is ordered, a replacement in the correct format is issued. Most products allow customer to change the format in Order History. If you run across one you cannot change, Contact Us.
• HOOP SIZES: Check the hoop sizes required by your machine before buying. You are responsible for ordering correct sizes or asking questions before ordering.
• DUPLICATE ORDERS: When you are logged in, the system will alert you if an item is already in your order history. If you still accidently buy more than one copy (same product, same itemcode), a store credit of equal value will be issued to use in the same designer's store (not transferrable to the other stores at the mall). If a refund is requested on duplicate orders, there is a fee of $2.00 (or 3% of the total, whichever is greater) to process the refund.
• ELECTRONIC DOWNLOADS: Electronic embroidery design files are available for download in your Order History by logging into your profile. In the case of corrupted files, they will be replaced with usable files, free of charge. Due to the nature of electronic files, no refunds are offered, once the files have been downloaded. If you are dissatisfied for any reason, we will do our best to assist you, including a possible store credit of equal value to be used in the same designer's store (not transferrable to the other stores at the mall). Store credits are decided on a one by one basis and are not guaranteed.
• ORDER CANCELLATIONS: Orders of physical goods can be cancelled prior to shipping within 24 hours of the order by buyer notifying OPW via email. OPW will confirm receipt of the cancellation notice.. A 15% cancellation fee will be assessed and deducted from the refund. If the cancellation is made after 24 hours has lapsed, the cancellation fee is 20%.
• SHIPPABLE PRODUCTS: If shipped items are damaged upon receipt, reshipment will be implemented upon return of the damaged goods. In case of dissatisfaction of a received product that is not damaged, credit of equal value will be issued with return of goods in original undamaged condition. A 20% restocking fee applies. All postage costs are the responsibility of the purchaser. Mailed software purchases are final. For more information regarding mailed CDs/USBs, refer to ORDER DELIVERY-CDS, USB & SHIPPED GOODS.
• DISCLAIMER: We do our best to not make errors, however they happen from time to time. We will always give you the very best value for the money spent. If an error is detected, we will replace or credit you, if you have overpaid. In the event of an error on the website, we have the right to default to the intended price or offer and not be held accountable to the error.

NOTE: If you are using Internet Explorer, it is recommended you switch to Chrome, Firefox, Edge (for Windows computers) or Safari (for Mac computers). Microsoft stopped supporting Internet Explorer in January 2013. IE has not been updated since that time and IE does not work well on new website technology that has been developed between 2013 and now. Many common problems encountered regarding navigation, logging in, order history and checking out all clear up when the customer switches browsers. If you wish trouble-free shopping on our site, please use one of the recommended browsers, which are all available free. Just google the name to download one of them.

STILL HAVING TROUBLE?

• Clear your temp files cache and cookies. Open a new browser. Try again. Read the instructions on the LOG IN screen. If you continue to have trouble, Contact Us.