Help Desk

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.

CLICK HERE FOR CONTACT US PAGE

PHONE / FAX

International: 541-359-0879

Fax: 503-914-6657

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.

GIFTS AND BONUSES

• 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.
• Free gifts are available from various sources. Many of the designers add free designs to their pages to give you samples to try. We also have many choices of free designs and projects by clicking BONUS OFFERS on the Menu. And, when you join our mailing list, in addition to informative newsletters, you get free exclusive designs every week, only available to members of the newsletter list!

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.

ALTERNATE WAYS TO PLACE AN ORDER

• 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.
• Fill out the Contact Us form and submit it. Do NOT include your cc info.

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.

ALL DESIGNS, IMAGES AND CONTENT LISTED AT OREGONPATCHWORKS, INC. ARE COPYRIGHT-OWNED AND PROTECTED BY THE ORIGINAL CREATOR OF THEM.

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. 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. 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. 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 for the purpose of reselling them. You may customize a design and/or add lettering for your personal use.

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.

YOU ARE PROTECTED

• We do not store credit card data on or offline, in any form, we never see it. The information is encrypted and immediately transmitted to the payment centers (Paypal or Chase Bank) in a secure way, when you use the shopping cart.
• We take precautions to protect all your information at all times. We operate our website on a secure server. You can verify this by looking for the closed lock icon in the address bar on every page. When you submit sensitive information via the website, your information is protected online with several layers of protection. We also protect your information offline. Employees are thoroughly vetted and only have access to your personal information for a specific job (Such as answering inquiries for customer care, which include name, log in password, address, email address and phone). The computers/servers in which we store personally identifiable information are kept in a secure environment. Your banking information is NEVER accessible to anyone in our organization.
• For more information regarding your privacy rights, click here.

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.