General Questions

 

1. What types of embroidery machines do you offer?

We offer high-quality multi-head and single-head embroidery machines designed for both small businesses and large-scale production. Our machines are suitable for embroidering on various materials, including cotton, polyester, leather, and more.

 

2. How do I place an order on your website?

• Browse our available embroidery machines.
• Select the model that fits your needs.
• Fill out the order form with your details.
• You will receive an email with payment instructions. Price of shipping will be calculated individually depending on your location to ensure best prices for our customers and will be recieved in the followup e-mail. Once payment is received, we will process your order.

 

3. What payment methods do you accept?

Currently, we accept payments via bank deposit. After placing an order, you will receive an invoice with our bank details for the transfer. Your order will be processed once the payment is confirmed.

 

4. Can I visit a showroom or see the machines in action before purchasing?

At the moment, we do not have a physical showroom. However, we provide detailed videos, photos, and specifications for our machines. You can find tons of videos on our tiktok and instagram! Custom videos or photos can be made also. If you have any questions, feel free to contact us for more information or demonstrations.

 

 

Shipping & Delivery

 

5. Where do you ship to?

We currently ship to most countries in Europe. If you are unsure whether we can deliver to your location, please contact us before placing an order. If you are interested in purchasing from outside of Europe, feel free to contact us and we can figure it out!

 

6. How much does shipping cost?

Shipping costs vary depending on your location and the machine you are purchasing. Rough estimate is usually 400-700 euro for deliveries inside Europe. We ship all of our machines from Slovakia, so the shipping cost depends on your distance — the farther you are, the higher it may be, and vice versa. For an exact shipping cost, please contact us for a free calculation. We work closely with our partnered delivery companies to negotiate the best possible rates and ensure you get the most cost-effective shipping option available.

7. How long does delivery take?

Once payment is confirmed, the processing time is typically 3-5 business days. Shipping time varies by location but usually takes 4-7 weeks since the machine is being shipped straight from manufacturer to ensure the machine is brand new and perfectly calibrated for you. We will provide tracking details once your order has been dispatched.

 

8. Can I track my order?

While we do not provide a direct tracking number, you will always be in contact our logistics team for real-time updates on your shipment. We will keep you informed about the status of your delivery and provide estimated arrival times. If you have any questions, feel free to reach out!

 

9. What should I do if my machine arrives damaged?

All shipments are insured to protect against damage during transit. If your machine arrives damaged, please contact us immediately with photos of the damage and the packaging. We will work with the shipping provider to resolve the issue and offer a repair, replacement, or compensation depending on the situation. Our priority is to ensure your order arrives in perfect condition.

 

 

Warranty & Returns

 

10. What is the warranty period for the embroidery machines?

All our embroidery machines come with a 12-month warranty from the date of delivery. This warranty covers manufacturing defects and faulty components under normal use.

 

11. What does the warranty cover?

1. Manufacturing defects
2. Electrical and mechanical failures under normal usage
3. Replacement of defective parts (excluding consumables)

The warranty does not cover damages caused by improper use, unauthorized repairs, or external factors like power surges or physical damage.

  

12. What is your return policy?

We accept returns only for defective machines or orders that arrive damaged. If you receive a faulty product, please notify us within 7 days of delivery. The machine must be returned in its original packaging. We will inspect the issue and offer a repair, replacement, or refund based on the situation.

 

13. How do I request a warranty repair or replacement?

If you experience an issue covered by the warranty, please follow these steps:

1. Contact us with a detailed description of the problem.
2. Provide photos or videos showing the issue.
3. Our support team will guide you through troubleshooting steps.
4. If needed, we will arrange for a repair or replacement.

 

 

Technical Support

 

14. Do you provide setup instructions or tutorials?

Yes! Each embroidery machine comes with a detailed user manual to help you with setup and operation. If you need further assistance, our support team is available to guide you through the process.

 

15. What should I do if my machine stops working?

If your machine stops working, follow these steps:

·         Check the user manual for troubleshooting tips.

·         Inspect for common issues like thread jams or incorrect settings.

·         If the problem persists, contact our technical support team, and we will assist you in diagnosing the issue. If necessary, we will arrange for a repair or replacement under warranty.

 

16. Do you offer technical support after purchase?

Absolutely! We provide lifetime technical support for all our embroidery machines. If you have any issues or questions, our team is available to help via email or phone.

Additionally, we have a Discord community where we share machine maintenance tips, repair guides, embroidery tutorials, and troubleshooting advice. It's a great place to connect with other machine owners, ask questions, and learn more about embroidery! We will not only teach you about the machine, we will make you a proffesional in embroidery!

  

17. Can I order spare parts or accessories?

Yes! We offer a variety of spare parts and accessories, including needles, bobbins, frames, and replacement components. Contact us with your machine model, and we’ll provide availability and pricing details.