Service is Key at Madeira USA
Able to order 24/7
The Madeira website www.madeirausa.com offers customers the ability to browse the complete product line, order at any time, day or night, on any day including weekends.
Web-only specials offer savings on product and/or shipping.
Customer Service - 12 Hours
Customer service representatives are on the phones and available to assist from 8:00 am until 8:00 pm EST (5:00 am to 5:00 pm PST), five days a week. 800-225-3001
Have a question while online? Clicking on Madeira's Live Chat icon in the top left will connect the customer to a customer service representative in real time, so questions can be answered immediately while on the website.
Shipping from 14 Locations
With more warehouses located across the U.S. than any of our competitors, Madeira can move product to customers with speed and efficiency.
Save on Shipping Costs
With 14 locations, we reach 96% of our customers next day and 99% in two days by UPS Ground. Other shipping options are available.
Flexible Shipping Choices
Madeira can ship from our west coast locations long after the east coast competitors are closed for the day (extra shipping charges may apply for this next-day service). Shipping hours are extended beyond our competitors at each of our 14 locations.
Madeira's vast range of embroidery thread and supplies is designed to provide a comprehensive product portfolio. E-Zee Backing & Topping® offers embroiderers the largest selection of backings and toppings in the industry. Madeira offers customers the greatest selection of specialty threads, in the greatest variety of weights and colors, in the business. Bobbins and additional supplies round out the portfolio.
Customers of all sizes can turn to Madeira for a customization of product. For a fee, special dye lots of thread can be produced and backing can be customized by weight and dimensions.
Custom Color Cards
For those who wish to offer sales staff or customers a limited number of colors. For a fee, Madeira can provide custom cards with actual thread windings to customers' specification of colors.
If Madeira's staff of trained customer service professionals are unable to assist, Madeira has an advisory board, National Association of Madeira Embroidery Specialists (NAMES) that can offer guidance to customers. The NAMES group is made up of seasoned professionals who are experts in the areas of digitizing and machine operation.
Short videos on embroidery related topics - from working with 60 weight thread to how and when to use E-Zee Aqua® - are available on our websites.
Madeira Inventory Management System (MIMS)
Allows customers the ease of not having to worry about maintaining exuberant inventory levels because, for a fee, Madeira tracks and maintains their inventory at just the right level.
Pantone® Color Match
Interactive page on the website allows customers to enter the Pantone® number of a color they need to order and get the Classic Rayon or Polyneon match, including a link to order the color.
Social Media Coverage
Communicating with our customers is key, using Facebook, Twitter, Instagram, YouTube and our blog, MadeiraMatters.net. Become a "friend" and learn techniques, get sales reminders and download designs.
Specialty Thread Designs
Expanded availability of free downloadable designs for Madeira's specialty thread lines.
Professor T.H. Read and ThreadWorks
Instructional sheets for working with specialty thread and embroidery supplies.
Cost of a Thread Break
This interactive calculation online invites customers to fill in simple information about a current job in order to learn exactly how much revenue they stand to lose due to the use of inferior thread.
Customer Appreciation Program (CAP)
A rewards program unique to the industry that offers rebates for purchases. The more you spend, the more you earn!
- What is it?
Madeira’s Customer Appreciation Program is a basic rewards plan. It is a way for Madeira to recognize our loyal business partners and credit them back some cold, hard cash when their spending warrants.
- Who is it for?
The CAP is designed for smaller and medium sized embroidery companies who do not qualify for volume discounts.
- How does it work?
Goal and reward are assigned on a quarterly basis. We base them on your own personal buying habits.
- How can I find out what my CAP goal and reward are?
Contact us anytime to find out what your personal goal and reward are for the current quarter, using Live Chat online, email us or call 800-225-3001 and speak to a customer service representative.
- How do I obtain my reward?
Once your goal has been met you qualify for an immediate discount on your current order. Rewards for CAP Club may be obtained once per quarter. Be sure to ask your customer service representative how close you are to reaching your goal on each order.
- What if I have never placed an order with Madeira?
Once you place your first order with us you will automatically be assigned a goal and reward by the following week.