At EmbroHub, we’re committed to providing a reliable and supportive experience for all our users, from designers to embroidery enthusiasts. Our support team is here to assist with technical issues, product inquiries, and account-related questions. Please review our support policy to understand our approach to resolving issues and providing assistance.

1. Support Scope

Our support team can assist with the following:

• Technical Issues with Downloads: Assistance with downloading purchased digital files, troubleshooting file corruption, or resolving compatibility issues.
• Product Inquiries: Clarification on file formats, stitch counts, licensing terms, and other design specifications.
• Account Assistance: Help with login issues, payment problems, or account settings.
• Refund and Replacement Requests: Support with eligible refund situations as outlined in our [Refund Policy](link to Refund Policy).
• Policy Questions: Information about our policies, terms, and best practices for using EmbroHub.

Please note that our support team is not able to assist with embroidery machine troubleshooting, specific software functionality, or personal modification of design files.

2. Contacting Support

You can reach our support team via:

• Email: [email protected]
• Help Center: Access our Help Center for common questions and troubleshooting tips.
• Response Times: Our team responds to inquiries within 1-2 business days. Complex issues may take additional time to resolve, but we will keep you informed every step of the way.

3. Response Time and Resolution

• Initial Response: We aim to provide an initial response to all inquiries within 1-2 business days.
• Resolution Time: Most issues are resolved within 3 business days, depending on the nature of the request. Complex technical issues may take up to 5 business days or longer.
• Business Hours: Our support team operates Monday to Friday, 9 AM - 5 PM (local time zone). Inquiries received outside of these hours will be addressed as soon as possible during business hours.

4. How to Submit a Support Request

To help us resolve your issue efficiently, please include the following information when contacting support:

• Order Number (if applicable)
• Description of the Issue: Provide as much detail as possible about the problem you’re experiencing.
• Screenshots or Error Messages: Any relevant visuals or details that may help us diagnose the issue.
• Contact Information: Ensure your email address and other contact information are up-to-date.

5. Customer Responsibilities

• Check Compatibility: Before purchasing, please verify that the digital design file format is compatible with your embroidery software and machine.
• Review Product Details: Carefully review product descriptions and specifications, such as stitch count and licensing terms, to ensure the design meets your needs.
• File Backup: We recommend that customers back up their downloaded files in a secure location, as EmbroHub may not store purchased files indefinitely.

6. Seller Support

For sellers on EmbroHub, we provide dedicated support for:

• Account and Listing Assistance: Help with setting up your seller account, creating product listings, and using EmbroHub’s platform tools.
• Policy Guidance: Information on our seller policies, including listing requirements and prohibited content.
• Sales and Transaction Support: Assistance with payment processing, payouts, and refund-related inquiries.

7. Support Limitations

While we aim to assist with as many requests as possible, some issues fall outside the scope of EmbroHub support:

• Machine and Software Troubleshooting: We cannot provide support for issues specific to embroidery machines or third-party software.
• Custom Design Modifications: Our support team cannot alter or customize digital files. We recommend contacting the original seller for design-specific modifications.

8. Updates to the Support Policy

EmbroHub reserves the right to update this Support Policy as needed. Significant changes will be communicated to users, and continued use of our platform constitutes acceptance of the updated policy.