Help Desk

Monday to Friday 9AM to 5PM PST

All inquiries will be answered within 48 hours except on weekends and holidays, which will be handled within 48 hours of the following business day.

Customer Service Questions

[email protected]

Phone and FAX

USA: 1-888-Lov2Sew (1-888-568-2739)

International: 541-359-0879

Fax: 503-914-6657

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 email your order # and the format you need. We will reformat to your requested format. This is a free service.

Click the My Profile button log in. Your orders are immediately available in your Order History. If you have previous orders that are not showing in history, email us the email addresses you used previously and we will combine the orders under your current email address.

  • 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, send us an email with a list of the designs you want on them.

To view your order history, sign in by clicking My Profile at the top right. 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 Order History page.

Copy and paste the following steps to a notepad for easy reference.

1.  Click MY PROFILE in MENU, then click CREATE ACCOUNT.
2.  The Create Account form has the following fields.  Fill out all fields.
3.  Click the Submit button.

  • Choose Country
  • First name
  • Last name
  • Email
  • Confirm Email
  • Phone
  • Street Address
  • City
  • Select State
  • Zip Code
  • Password
  • Confirm Password
  • Choose if you wish to receive newsletter.

NOTE:  When you create a profile on our new site, all of your order history from the old system 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 ones.  We will update your order history to your current email.  You will be able to download and change formats on the Order History page.

The OPW Mall is an online mall which has nearly 100 machine embroidery design stores under one roof. Each embroidery designer's store offers its own specials offers. Check the top of the designer's product pages to see what the current offer is.


Bonus sampler points are tallied on the total order amount after discounts apply, regardless of which designers you order from. You will get bonus designs when your combined orders reach the qualifying dollar amount. Check more details HERE.

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


  • Use the mail order form. You can mail it, email it or fax it to us.
  • Call us and leave a voice mail. We will answer you during office hours or next business day if you call after 5pm PST. Include your name, phone number, email address, time zone and best time to call you back.
  • Email us your order details. Include a phone number and best time to call you back to get your payment details. Do NOT include your cc info in the email.

Send the following info to: [email protected]

Subject line: PENDING ORDER-(the date of order)-(invoice ID number)

In the body of the email, include the following information:

  • File numbers and names of the designs not received.
  • Your contact information, including phone number.
  • An alternate email address, if possible, (in case there is a server conflict).
  • Any other information or instructions regarding the problem.

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.

If an incorrect format is ordered, a replacement in the correct format is issued. Check hoop sizes required before buying. The customer is responsible for ordering correct sizes or asking questions before ordering.

If a customer accidently buys more than one copy of the same product's itemcode, a store credit of equal value is 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.

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.

Disclaimer: We do our best to not make errors, however they happen from time to time. We 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.


When you purchase digitized designs at OPW Mall, you are the sole "authorized user" of the software and are legally bound by the copyright laws that apply to this authorization. By downloading the files, you are agreeing to adhere to the guidelines listed here and any additional statements in the files themselves expressed by the digitizer.

You are actually buying a license only, to use the software files to stitch out on items for gifts, personal use and limited items to sell. If you sell your finished projects online, we require a link back to this website with credit given to the designer of the embroidery files. The original software remains the sole property of the original digitizer who holds the copyrights, digitized files and permissions for the artwork. You are prohibited from sharing, transferring or selling the design files by any means. You are prohibited from mass producing (50 or more identical projects) using the embroidery designs without written permission from the designer. This policy is strictly enforced and breach of this agreement could result in legal action.

You are also prohibited from altering, combining or changing the files except to customize a design for personal use only. You may, however, add lettering to personalize the designs.

Sales of electronically delivered products are final. Refunds on these items will not be issued. All effort will be made to provide you with your purchased files. Credits are gladly issued, in the event you do not receive your order or you double order.

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to the payment center in a secure way. You can verify this by looking for a closed lock icon in the address bar at the top of the payment form.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

For more information regarding your privacy rights, click here.

Copy and paste the following steps to a notepad for easy reference.

1.  Try again to make sure there are no spaces or typos.  Click MY PROFILE in MENU, then click LOGIN.
2.  Put your email address and  password  into text boxes and click LOGIN button.  If you get an error message, click Forgot your password?
3.  Put your email address, you registered with, in Forgot Password form, then click SUBMIT button.
4.  Check your email box for an email that says Reset Password in the subject line.  (If you don't find it check your junk mailbox. If you still don't find it, Contact Us).
5.  Open the email and copy the token number. Click the link in the email, which takes you to the Reset Password page.  
6.  On Reset Password page, in the first text box, paste the token number.  Then type in a new password and  again, to confirm it.  Click SUBMIT button.
7.  Now your password is changed to the new one and you will be redirected to the LOGIN page.
8.  Type in your email address and new password and click LOGIN.  
9.  Now you will see Hi (your name) in the MENU.  Click it and see ORDER HISTORY.