Sending Your Machine In for Repair

October 03, 2026

When a machine cannot be repaired remotely, it is sent to the Tuft the World facility in Philadelphia. This section covers the full send-in process, packing requirements, and what to expect.

When to Escalate to Send-In

• All remote troubleshooting steps have been exhausted
• Circuit board or internal electrical failure is suspected
• Motor failure not resolved by oiling and adapter check
• Physical damage — bent frame, stripped gear teeth, broken housing
• On/off switch stuck or non-functional
• Power cord damage you are not comfortable repairing yourself

How to Pack & Ship Your Machine

Repair Fees & Timelines

Key Resources

Machines Not Purchased from Tuft the World

We offer lifetime support on machines purchased from Tuft the World. Because of our small staff and because parts from other brands often don't match ours, we can only repair machines bought from us. If your machine came from another seller, please contact that seller for repairs.

Reassembling Your Machine: Common Mistakes to Check

If your machine stopped working properly after you took it apart, check these commonly misassembled parts before sending it in:

• Cloth pusher upside down — make sure the cloth pusher is installed the right way up.
• Foot too far forward — when the needle is at its back-most position, the foot should sit just in front of the needle.
• Foot spacers in the wrong order — the spacers for the foot must go back in their original sequence.

Pro tip: any time you make changes to your machine, take lots of photos and video as you go so you can return everything to its original setup.

If you can't get it working again, you can send it in for repair ($35 + shipping, usually about 3 business days). Note that machines arriving fully disassembled are charged an extra $50 fee.

Returns vs. Support After Purchase

Machines that aren't working can be returned within 30 days of purchase. After that, if you didn't buy the 1-year warranty, you still get lifetime support on your machine. Most issues can be solved remotely, so send us photos or a video of the problem first. If the machine does need to come in, we charge reasonable repair fees.

New Machine Not Working? Exchanges Within 30 Days

If a machine you just received has a defect (for example, it won't run properly, the scissors don't cut, or parts hit the housing), contact support with a short video of the problem. For newly purchased machines, we'll usually exchange the machine for a new one instead of repairing it.

• Returns and exchanges must be started within 30 days of receiving the item, using our return/exchange form. We provide a free shipping label.
• If the machine was part of a kit, send back only the tufting machine.
• Include all the original components that came with the machine.
• Write the RMA number on the box and keep it for your records.
• Pack the machine well, ideally in its original box inside a second box. If you no longer have the original box, wrap it thoroughly (especially the needle) and double-box it.
• Your replacement ships once your return is dropped off. Having a UPS store scan the package is the fastest way to get it moving.

Out-of-Warranty Repair Fee and Turnaround (update)

Out-of-warranty repairs: $40 repair fee plus return shipping (and parts, if needed). Most repairs are finished in about 3–5 business days after your machine arrives. We'll email an invoice when the repair is done, and your machine ships back once it's paid.

Another sign to send your machine in: the power light comes on for a split second and then goes off, even though the power supply or battery light is on. This usually points to an electrical problem that we need to repair here.

Motor Losing Power or Burning Smell (AK5)

If your machine gives off an electrical burning smell, clanks when you first press the trigger, or the motor still spins but no longer has the power to push through the cloth even though you oil it regularly, the problem is not one you can fix at home. The AK5 is belt driven, so a worn belt or a failing motor may be the cause. We test these parts in house.

Machines are covered by the manufacturer's 1-year warranty. If your machine is under 1 year old, send it in following the steps above and we will repair or replace it at no charge. You don't need to buy the extra service warranty for this kind of failure.

Repairs for Older Machines

We still repair machines purchased from Tuft the World, even ones bought years ago, for a reasonable repair fee. If your machine is no longer tufting evenly (for example, yarn isn't being pushed evenly into the cloth), contact support first. Send a few photos or a short video of both your tufting and the machine, including the foot, the needle, and the front of the machine from several angles. These parts determine how your tufting looks. Also check your current pile height, since moving that piece forward or backward changes how the machine tufts. If we can't spot the problem remotely, we'll ask you to send the machine in so we can look at it.

Sending More Than One Machine, Boxes, and Out-of-Warranty Repairs

No warranty? We can still fix it. We repair Tuft the World machines for the life of the machine, even if the warranty has expired or you never bought one. Before you ship anything, email support@tufttheworld.com and tell us what each machine is doing. Many problems can be fixed by email, with no shipping needed.

Sending more than one machine: Label each machine with its own issue (for example, a tag that says "beeping" or "not cutting"). This lets us start work right away.

Boxes and packing: Please use your own box. Mailing you an empty box costs more than buying one locally. A UPS Store can pack and ship the machine for you. Wrap each machine in bubble wrap and add extra padding around the needle. Leave at least 3 inches of padding on every side.

Warranty, Returns Repair Costs

You don't need to register your machine to get support. Your purchase record is enough.

• 30-day returns: Defective items can be returned within 30 days.
• Optional 1-year warranty: You can buy this in addition to the 30-day return window.
• Lifetime support: Every machine gets lifetime remote troubleshooting at no charge, with or without the warranty.
• Repair fees: If we need to look at your machine in person, repairs typically cost $0 for minor adjustments and up to $50 for major fixes.

Stuck On/Off Switch: Repair Options

A stuck or jammed on/off switch (while the trigger still works) is a known issue with older-style switches. You have two options:

• Replace it yourself: We can sell you a replacement switch. There's a step-by-step 'Replace Main Power Switch' video in the Vimeo showcase shared with your machine purchase. This repair requires soldering.
• Send it in: Follow the packing steps above. Wrap the machine well, with extra care to protect the needle. You don't need to send the power adapter.

If you lost access to the email you ordered with, contact support and we can resend the video link.

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