Customer Service


Updated 7.27.20 8:00pm


Ken's Sewing Center wants everyone to stay safe and healthy first and foremost.  We will update this page as the situation with the Covid-19 outbreak changes as ther are growing concerns and uncertainty regarding this issue.  

Our Employees and Customers Come First

Currently no employee or customer that has come into our retail store has tested positive for Covid-19.  Ken's has increased our sanitation procedures on our store to reduce any health concerns for our in store customers.  We are following guidelines from the CDC, State of Alabama health officials and the Governor of Alabama.  Masks are being worn by all employees and we interact with customers on our sales floor. 

Shipping Updates

Our retail store is open. We will be allowed to return employees and a safe distance shopping experience.  Our Internet department is still minus employees and we apprecaite your patience in longer wait times and longer replies to emails and voicemails. 

 With an increased demand for sewing machines and related products across the country I do not think anyone could be prepared.  While we greatly appreciate all the business and hearing the great news of people making masks and related items for everyone, this has impacted the normal customer service you expect from Ken's Sewing Center.   The stay at home order and reduced staff have taken its toll.  Ken's Sewing Center has been in business since 1971 and the staff that is remaining is working day and night to process the thousands of orders in the system as quickly a possible.

Ken's customer service team has had to reduce the amount of phone calls coming in to take care of all the orders and customer service needs.  There are thousands of emails we are working on replying to day and night to meet your needs and concerns.  We thank you for your patience and understanding in the delay of a reply as we are not ignoring you and want to get to you as soon as possible. 

The ownership at Ken's Sewing wants to inform you about our current customer service procedures and some technical issues as we work to better serve you. 

1. Please understand that call volume and email volume has been higher than anytime in our 48 year history.  We have the same employees handling 10 times the volume of requests each day and night . We are working 12-14 hour shifts to answer all requests.  Please do be patience and we are not ignoring your email or phone call.  There are just thousands of requests in our system and we are thankful for you all.
2.  We have had installed a new phone system and you can leave a voicemail for instore sales, online sales, or repair.  Please allow up to 24 hours for a reply.  Please email us at with any question.
3.  Orders are being processed Monday thru Friday.  Most orders are going out within 1-2 days, but do expect 3-4 days shipping during this busy time.  We are working to get all orders out as fast as possible. We use Fedex and the USPS and they are reporting up to a 300% increase in volume at this time  Transit times are slower.
Please remember we care about your order and any issue you might be experiencing.   If you would like to reply to us with your phone number the staff and Ken's is happy to call you Monday Thru Friday during normal business hours.   If you have an issue we WILL make it right.  Please be patience as we work to get back in touch with you as there is a delay due to the volume of requests in our system.  We will get to you as soon as possible.
We apologize that we cannot communicate with you as we would like to and thank you for your patience and understanding during this difficult time.

Even though the impacts of Covid-19 cannot be avoided the owners at Ken's Sewing Center do not rest easy knowing we cannot provide the same level of service.  I want to thank all of our customers for their patience and understanding.  We have added more staff as we can and hope to get back to a level of service your expect.

It is our hope and prayer that you and your family stay healthy during this difficult time.

Kevin and Jeremy Clounch


Ken's Sewing Center


Elastic is becoming hard to find.  Check out this great material at

For a tutorial for making your own mask check out



Since 1971 Ken's Sewing Center has offered customers top level service and support for sewing machines, embroidery machines, vacuum cleaners, sergers, and more. In 1995 we launched our website with the goal of 100% customer satisfaction. We want to make shopping on our site as easy and comfortable as possible. That's why we offer FREE shipping, a 30-day money back guarantee, free layaway, and no-interest financing.


Ken's Sewing Center is committed to providing you with the lowest prices and best customer support.  We are happy to answer any questions you have by calling us or via email. It is important that you have all the information you need before placing your order.  We encourage you to place your order online as extra incentives are offered at different times of the year in the form of free coupons, free goods, and extra discounts that can only be offered to online orders.   Ken's will take your order over the phone but Ken's Sewing Center cannot offer these extra incentives on call in orders at this time.  We also encourage you to sign up to receive our free newsletter to view current promotions. 

In an effort to better serve you after the sale we ask that you fillout the customer service form and include it with any repair you sent to us.  This form MUST be included if you want Ken's Sewing Center to repair your item.  Please note that shipping to Ken's Sewing Center and back to you are not covered under any factory warranty.  

Please email us at for a return for repair form.




Repair Policies

All Credit Card purchases will be charged a 3% restocking fee.    Sewing machines and vacuums are not intended for commercial use. Any commercial use of a home sewing machine or vacuum constitutes abuse of the product and will void all warranties, including the 30 Day Return Policy. prides itself on customer service after the sale. In an effort to better serve you, please call 1-256-381-0161 or 1-877-536-7739 for a return authorization number for any repair needed on an item purchased from us. Repair items sent back to the store must be insured and properly packaged in order to reduce the potential for shipping damage. 


Repair Policies is not responsible for damage to items coming into the store, only for those items we ship to our customers. Repairs sent must include our customer service form customer contact information as well as detailed information on the problem. Please include a copy of the sales receipt as well. If a repair item is sent without this information, your repair may be delayed by several days to weeks. We want to take care of all our customers and following this protocol will ensure that your repair is handled promptly. Shipping to and from is at customer's expense. Shipping Policies does offer FREE shipping on selected items, however; FREE shipping is for the contiguous United States only.

We reserve the right to cancel an order.  Prices are subject to change without notice.


Returns & Repairs

We want to make purchasing on the Internet as easy and comfortable as possible. 100% customer satisfaction is our goal for all our customers. On rare occasions and despite our best efforts, an item might turn out to be defective. In the very unlikely event you receive a defective product we ask you to remember that we do not manufacture these products, we simply market them in the U.S. for the manufacturers and factories. With that in mind, we will do whatever it takes to help you achieve your satisfaction. Sp

If you are in need of any repair, service, or any warranty work on your item:

  • email us to request a Return Authorization
  • include what is wrong with the unit
  • your name and full address
  • model number and receipt number
  • how you paid for the item

Ken’s Sewing Center is an authorized dealer for all the products we sell. Your item will include warranty information. In the event you do not have any warranty information with your item (many companies are going electronic with warranty information) Ken’s Sewing Center will honor your warranty and an attempt to repair the item is the first course of action.

We will gladly repair your item under warranty.  Shipping is NOT covered under warranty. We will pay the shipping within the first 30 days of you owning the product from original date of purchase in the event you have a defective item. If the problem is operator error or misuse; shipping will be charged. In the event the item is defective we will replace the item.


Non-returnable Items:


  • All opened software and designs
  • All sewing cabinets, cutting tables, cabinets inserts, and quilting table extensions
  • Assembled Machine Quilting Frames
  • Dream World Sew Steady extension tables
  • Quilter's Cruse Controls
  • All Industrial Machines
  • Melco
  • Freight Intensive Items
  • All items without original factory box

30-Day Money Back Guarantee

We are committed to providing our customers with the best products, value, and customer service, and we back that up with a 30-Day Money Back Guarantee! Ken's Sewing Center is an authorized dealer for everything we sell. This means you get a full and valid warranty with every item you purchase from us. 

Order Online vs. Calling in your order

Ken's Sewing Center is committed to providing you with the lowest prices and best customer support.  We are happy to answer any questions you have by calling us or via email. It is important that you have all the information you need before placing your order.  We encourage you to place your order online as extra incentives are offered at different times of the year in the form of free coupons, free goods, and extra discounts that can only be offered to online orders.   Ken's will take your order over the phone but Ken's Sewing Center cannot offer these extra incentives on call in orders at this time.  We also encourage you to sign up to receive our free newsletter to view current promotions. 


If for some reason your purchase does not meet your expectations you can return it for an exchange or refund. Simply fill out the return for refund fom below  We CANNOT accept returns without this form included with your return.

Shipping is non-refundable, and items purchased originally with Free Shipping will have standard ground shipping fees deducted from the refund. All orders to Canada will be shipped UPS standard plus duty.

Returns are subject to the following:

  • Shipping cost on the original purchase are non-refundable. Items that were originally returned with Free Shipping will have the standard ground shipping fees deducted from the refund.
  • Products must be repacked according to factory standards and without excess wear.
  • Unopened merchandise may be refunded or exchanged.  An item that is unopened meaned it has never been removed from the packaging and the factory seal is intact.
  • Any item that is not returned in its original packaging and intact will not be qualified for a refund.
  • Household items are not to be used for commercial applications.  This voids any factory warranty and is not covered under our 30 day return policy.
  • Accessory items like presser feet, bobbins, or any other part in which requires you provide your brand and model and we are not given the correct machine information, we are not responsible for part incompatibility.  The required shipping costs are to be paid by the customer and not Ken's Sewing & Vacuum Center.
  • Ken's Sewing Center is a full service center for all the brands we sell. Shipping costs are not covered under any factory warranty and are to be paid by the customer. 
  • Items that are damaged upon reciept can be replaced. Please do contact us before sending the item back.  We fully insure all items in the event this should happen.
  • Items that are financed cannot be refunded.


Software, Dream World Sew Steady tables, Quilter's cruise controls, quilt frames, notions, Steam products, clothing presses, software, memory cards, disk packs, sewing cabinets, sewing charis, cutting tables, cabinet inserts, extension tables, thread, parts, notions, All items without original factory box and packing, and special order item are not returnable.  If an item is determined by Ken's Sewing Center to be defective we will replace, not refund it,  at no cost to you.

We gladly accept exchanges on any item within 30 days of purchase date.  Simply ship the item back to us fully insured.  Exchanges are made minus the actual shipping it cost to get the item to you.  Please call us first for a return authorization number before sending an item back to us.

If you desire a refund please fill out the form below.

Due to the size and activity of our warehouse, we cannot accept nor be responsible for items and shipping charges if the item is shipped to us without a prior consent and a Return Authorization number. Please ship the item to us prepaid and then email us the tracking number at Giving us your tracking number will make the refund process much quicker for you, because of the size of our warehouse.

Please make sure all original paperwork, box,& warranties and accessories are intact and with the unit so we can issue a refund (excluding any shipping costs & 10% restocking fee). If an item is returned and items are missing we cannot issue a full refund. In this case the refund will be minus the cost of items missing.

If the item was bought with a free shipping promotion, then the actual shipping will be deducted from the refund. Please make sure to write your RA number clearly on the box. Refunds are issued an average of 7 business days after the checking in of your returned product. After we issue the refund, it is up to your bank to post the credit on your account in a timely manner. PayPal credits take 24 hours or less in most cases. All Credit Card purchases will be charge a 3% restocking fee. If you have any questions or concerns please email us at, we are here to help!

Limitations and Restrictions on Promotional Coupons

Some manufacturers place limits on the use of promotional coupons and discounts for the purchase of their products. In some cases, the restrictions apply to all products from a specific brand; in others, only to specific products or product lines. Because of these restrictions, is not able to apply discounts to any product with a manufacturer's Minimum Advertised Price (MAP) restriction. Although, we can honor by email or phone orders.

If a discount is applied against a cart containing MAP restricted items, the coupon's value will be followed by a notice declaring that "Some products in your cart do not qualify for coupon discounts due to minimum advertised price restrictions" and the coupon's value will be calculated against the value of the non-MAP restricted items, up to the full value of the coupon.

These restrictions do not affect coupons issued as store credits.

Customers outside the United States: 

Taxes, duties, shipping and any fees apply.  No exceptions. Any order shipped outside the United States is subject to these fees.  These are charged to you by the carrier and not Ken's Sewing Center.  Any order returned to Ken's Sewing Center will have these fees taken out of your refund as these are non-refundable.  All electrical items are wired for 110-120 voltage

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