We are standing by to help

Have a question about an embroidery file, download, order, or machine compatibility?

We’re happy to help.

The best way to reach us is by email, and we usually respond within 1–2 business days.

Customer Support

Email: help@threadmotifs.com

Please include your order number if your question is related to a purchase or download issue.

Common Questions

Before reaching out, you may find answers in our:

FAQ – File Format & Compatibility information
Terms of Service
Refund Policy

Download Issues

If you’re having trouble downloading or opening your embroidery files, include:

• your order number
• the file format you purchased
• your embroidery machine model
• screenshots of any error messages if possible

This helps us solve issues much faster.

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Business Hours

Monday – Friday
9:00 AM – 1:00 PM EST

Responses may take longer during weekends, holidays, or new collection launches. We usually respond within 1–2 business days.

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Please Note

We do not offer support for: modified or altered embroidery files, third-party software, embroidery machine repairs, file conversions outside purchased formats