Email: justdoughit@twisteddough.shop 

Phone: 870-761-1714 (Phone calls only) Available at all times if not asleep

Messages sent on Instagram or Facebook will be directed to the email above as those platforms are not used for customer service.

We have a strict KINDNESS policy, if you expect us to go above and beyond and provide great customer service, we need a kind customer on the other end of that line. Rude emails will NOT be tolerated or even answered. We LOVE our customer service process and getting to provide you with a real person behind the phone and email. We would LOVE to keep providing amazing customer support so it takes all of us in the world to provide kindess! We appreciate you and will do whatever we can for you!

After your order has been placed you will receive a few emails from us. The first letting you know we've received your order, the second with your tracking number after we print orders for the day. Shipping times depend on the type of shipping you chose at check out. Right now our shipping times are 12-14 business days. If you've chosen VIP shipping then your order will be moved in front of all other orders.

Our facility operates Monday-Friday during standard business hours EXCEPT on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. However, your order may also be held an extra few days in our rerigerated warehouse instead of being held over the holiday at a UPS warehouse which has unregulated temps.

Twisted Dough has a NO return, NO money back guarantee policy. This is a STRICT policy and you authorizing payment through our portal will say YOU alone are approving to try this product. Twisted Dough will not accept returns and issue refunds due to a change of mind or not liking the flavor/texture of the product.

We will NOT accept a threatening email of claiming a false charge as you approved and signed off on the payment, we will also turn you in as a fraudulent checkout which goes for all shopping online and send your signed approved charge straight to the bank you are claiming. We have a zero tolerance policy for rude emails or calls. If you are not being kind we will NOT respond. We can only bring goodness to this world by putting it back out, even when conversatoins may be hard. Remember we LOVE our customers and do anything WE CAN to help.

We have been in business since 2020 and understand this item may not be for everyone and we thank you so much for supporting our company even just once. Remember this when trying: It is a protein based item, no sugar, no gluten, and very low fat additives (which we all love and help inmprove taste.) This product is an alternitive for desserts out there except PACKED with protein. We of course hope you will try our product, it is always best to buy 1 to try and spend that shipping verse get a whole package you do not. PLEASE READ DESCRIPTIONS OF PRODUCTS AS THEY ARE ACCURATE SO YOU HAVE A GREAT IDEA OF WHAT YOU ARE GETTING.

Due to the nature of our business, the production schedule, and the items we need to have on hand to create the doughs, we are unable to cancel your order after it has been placed. This includes refunds. Our ordering process is a multi-step process, and designed purposefully to eliminate incorrect, or orders made by mistake. By submitting your order, you are agreeing to these terms, and understand these conditions and this allows us to keep our FRESH HAND MADE PRODUCT daily to fill orders as quickly as possible.

If you've ordered and you are going out of town we can hold your order until you're able to be home to receive it but you must reach out to our customer service email ASAP so that we can get you properly taken care of.

If your was damaged no worries, we have partnered with Route (add the app or use the email below to claim a lost or damage. Route will require a picture documentation of the damage and packaging so be sure to get those. Please do NOT demand a refund as our protocol states through Route & UPS we must replace the item first. Our customers mean the world to us and we will make sure YOU are taken care of because you are our pride and joy, just be PATIENT. Please read the below of the damage item as well for details of what we "claim a damage" You must have route protection to have your package covered.

Who is Route:
We introduced Route to our checkout and shipping process - now every order placed through our online store has the option to receive premium package protection and tracking services from Route. Adding Route's Green Package Protection to your order at the checkout means that your order is protected against loss, damage, or theft while in transit to you.

Route is also a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. ADD THE APP ITS AMAZING!

Instructions for damage:
You can report an issue with Route through the mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com. Their team is ready to assist you with any questions you may have!

No Route? If you opted out of the Route app then we will need you to take pictures of the product you received (show the damage) so that we can work on getting you a new item, we can do this one time only and next time Route will be required as it is your insurance policy for your goodies!

We have a strict KINDNESS policy, if you expect us to go above and beyond and provide great customer service, we need a kind customer on the other end of that line. Rude emails will NOT be tolerated or even answered. We LOVE our customer service getting to provide you with a real person behind the phone and email and to keep doing so it takes all of us in the world to provide kindess!

If missing an item please contact customer service within 24 hours after arrival please take a picture of the items in your box and the packing slip in your box. We put a code identifier on it to know what was in there and where errors occur. Please send these photos to our email with you order number and the name you ordered under. Email: justdoughit@twisteddough.shop

If you have a cracked lid please know there is a seal under the lid that also acts as a second lid to ensure the safety of your item long with your packing of the box and safety seal. Please do NOT demand a refund as our protocol states through Route & UPS we must replace the item first. The seal being down is NOT a damage as that just happens when moisture gets around the lid which occurs in shipping. You simply freeze the product to preserve and put in fridge overnight to thaw! Our customers mean the world to us and we will make sure YOU are taken care of because you are our pride and joy, just be PATIENT and follow the steps so we can best serve you. We have a strict KINDNESS policy, if you expect us to go above and beyond and provide great customer service, we need a kind customer on the other end of that line. Rude emails will NOT be tolerated or even answered. We LOVE our customer service getting to provide you with a real person behind the phone and email and to keep doing so it takes all of us in the world to provide kindess!

We are happy to help with an incorrect order. Please see below what we need BEFORE emailing in. If you contact us outside of the 24 hour mark of delivery, any issues are outside of our control and are no longer our responsibility. Please understand that you are ordering a food product, and while we do everything we can to ensure you receive exactly what you ordered, in pristine condition, there are things that happen outside of our control once it leaves our facility, and we expect our customers to cooperate with us in remedying these issues as they come up. If you email and get no response, it is your responsibility to follow up by email. Remember emails can glitch so please call our customer service phone 870-761-1714.

Your package should be sealed by the UPS envelope inside your package that you ripped open. Inside of your package, you may find unpacked UPS envelopes, used for cushioning of the package. Also, if your seal is not ALL the way down that DOES NOT MEAN your dough was open. Each seal can come up once initially opening and turning the lid or small amount of liquid also getting under it. You have 2 points of safety on your package being 1) The box will be taped on the outside that YOU must have opened and 2) The packaged envelope on the inside is a one time seal so you would KNOW if your package was open. We will not replace orders with the dough seal barely open on a package. Please contact us with any questions as our customers mean the world to us!

If seal on your dough is not down this could mean that you've lost a little bit of shelf life. You would want to put it in the freezer if not consuming with in 10 days here and lay out over night in fridge. It is a good possibly that your safety seal may not be down onto the jar as variables of how tight the lid is or the adhesive does not get quite as hot, this is because this could ruin or scorch your product. Remembering, this is all done by hand in our facility. This means you may want to stir and refrigerate but if you have any further questions about your order please call our customer service number, 870-761-1714. Also, 2oz jars do not have a seal at this time. The 2oz lids have a foam liner in them, instead of a seal. The foam will stay in the lid, and it will not need to be pealed off the jar.

Your order will arrive the temperature it is outside. We recommend that you CHECK YOUR DOUGH before putting your order in the refrigerator or freezer upon arrival. If your lid is cracked or dough is shaken around this could be due to rough handling of UPS and we sincerely apologize, this is NOT how it leaves our facility It may have settled during transit so we encourage stirring it up so that it can have a chance to return to perfect consistency. Please place in fridge upon arrival. Your dough is good 15 days in fridge or please FREEZE. If you live in what we call "hot states" (Alabama, Arizona, Florida, California, Texas, New Mexico, Lousiana, Georgia, Mississippi) your product needs to be eaten within 15 days or FROZEN. We do mandate you check your product at arrival to ensure its safety especially if you have not monitored its time in transit. With summer months at the hottest ever and UPS delaying packages, we encourage you to just call with any questions. We will require you have checked your product and have called in within 24 hours of your package arriving. 870-761-1714.

BECAUSE WE GIVE YOU FREE SHIPPING ONCE A MONTH! -->IT PROVIDES YOUR TRACKING--CHECK SPAM!!! We ask that you include your email address (one that you actually monitor) with your order so we can reach out to you with ANY questions. While you may think you entered your address perfectly, our shipping system may say otherwise. If we run into an issue with your address, product or order in ANY way, we need to be able to get in touch with you quickly to remedy the situation. We ask that you monitor the email address you provided in case of any issues during production and shipment. Failure to monitor or respond to the emails we send asking for response may result in your order being delayed.

Your product may arrive wet (or appear wet) depending on the temperature of your location as we ship frozen product and it can cause moisture to your box. There is no need for concern if this happens. Please open the order and check the contents of the dough to make sure they appear okay. If they do not, please reach out to us via email within 24 hours of receipt and follow damage item protocol above.

There are a couple of reasons that your discount code wouldn't work, but the most common reason is that a discount is already applied to your order. If an automatic discount (one set by the store) is applied, discount codes cannot be added. Additionally, you cannot "stack" discount codes (meaning, you cannot combine both a free shipping code AND ambassador code to the same order.)

Another reason that you're not able to add your discount code is that it may be an expired or discontinued code. Please double-check that the code you are using is valid, and the conditions of the code are met (for example, if the minimum order is 3 doughs, and you only have 2 in your cart) and make sure you don't have any items in your order that are not included in the discount (if whipped doughs are excluded, you cannot apply a discount code to an order containing whipped doughs.)

Unfortunately, due to using a third party payment processing system, once your order has been submitted, we are unable to apply discount codes, and/or refund the difference in the cost. Please make sure to add your discount codes at checkout. We understand that this can be frustrating, so please make sure to check your discount code before hitting submit!