She's one tough cookie!

ALL SALES FINAL POLICY (FOOD PRODUCTS)

Due to the perishable and consumable nature of our products, all sales are final.

We do not accept returns or exchanges on any food products once shipped. This policy is in place to ensure product safety, quality control, and compliance with food safety regulations.

 SHIPPING & ORDER PROCESSING

Orders are processed within 48 business hours unless otherwise noted or on weekends. Orders stop processing Wednesday at 2pm CST. Processing time does not include carrier transit time. Our company shipping days are Monday through Wednesday. Our live agent support office hours Monday-Thursday. We close at 5pm central standard time

Shipping timeframes selected at checkout reflect time in transit after the order has been processed and released to the carrier. Seasonal delays, promotional events, high-volume periods, or preorders will be noted on the product page or via sitewide notification and WILL delay your shipment. 

BLACK FRIDAY / HOLIDAY POLICY

During promotional periods including Black Friday and holiday sales:

ALL SALES ARE FINAL AND SHIPPING TIME WILL BE DOUBLE THE NORMAL TIME IN TRANSIT.

The only exception is verified carrier damage or loss when Delivery Guarantee was purchased and documentation requirements are met.

Holiday processing times may extend up to 5 business days.

BULK WHOLESALE ORDERS

Bulk and wholesale orders are final sale and not eligible for return, refund, or exchange once shipped.

Due to food safety regulations and the perishable nature of food products, we cannot accept returns on bulk food items.

CUSTOMER SERVICE

We take pride in the quality and safety of our products.

For assistance, contact:
justdoughit@twisteddough.shop

We value our customers and are committed to fair, consistent enforcement of our policies.

ALL SALES FINAL POLICY (FOOD PRODUCTS)

Due to the perishable and consumable nature of our products, all sales are final.

We do not accept returns or exchanges on any food products once shipped. This policy is in place to ensure product safety, quality control, and compliance with food safety regulations.

DELIVERY GUARANTEE (OPTIONAL COVERAGE BUT YOUR'RE NOT COVERED IF YOU DECLINE)

At checkout, customers may elect to purchase our optional Delivery Guarantee.

When Delivery Guarantee is selected, orders may be eligible for gift card or replacement in the event of verified:

• Carrier-damaged packages
• Confirmed lost shipments by the carrier

To qualify:

• Damage must be reported within 2 calendar days of delivery confirmation
• Customers must provide:

• Order number
  
• Clear photos of the damaged product(s)
  
• Photos of the outer shipping box
  
• Photos of packing materials including the packing list on the backside of your shipping label.
  

Failure to provide required documentation voids eligibility.

Orders placed without Delivery Guarantee are not eligible for refund or replacement for carrier-related damage, loss, or theft. You must if you decline go through carrier site to claim your lost or damaged package.

LOST OR STOLEN PACKAGES

Once a shipment is marked "Delivered" by the carrier, responsibility transfers to the recipient.

Twisted Dough is not responsible for packages lost or stolen after confirmed delivery.

Customers must file any claims directly with the shipping carrier (USPS, UPS, FedEx, etc.). The carriers will require the recipient to initiate the investigation.

If Delivery Guarantee was purchased, notification to Twisted Dough customer service must be made within 7 calendar days of delivery confirmation and a gift card or replacement will be sent!

CHARGEBACKS & PAYMENT DISPUTES

Customers agree to contact Twisted Dough prior to initiating any chargeback or payment dispute.

Initiating a chargeback without first providing an opportunity to resolve the issue may result in:

• Permanent account restriction
• Denial of future orders
• Submission of documentation to the payment processor

Fraudulent chargebacks will be contested to the fullest extent permitted by law.

FRAUD, ABUSE & CLAIM LIMITATIONS

Twisted Dough reserves the right to deny refunds, replacements, or claims if there is evidence of:

• Excessive claims history
• Repeated delivery disputes
• Reselling activity
• Abuse of promotional codes
• Fraudulent conduct

We reserve sole discretion in determining claim eligibility.

BLACK FRIDAY / HOLIDAY POLICY

During promotional periods including Black Friday and holiday sales:

ALL SALES ARE FINAL AND SHIPPING TIME WILL BE DOUBLE THE NORMAL TIME IN TRANSIT.

The only exception is verified carrier damage or loss when Delivery Guarantee was purchased and documentation requirements are met.

Holiday processing times may extend up to 5 business days.

BULK WHOLESALE ORDERS

Bulk and wholesale orders are final sale and not eligible for return, refund, or exchange once shipped.

Due to food safety regulations and the perishable nature of food products, we cannot accept returns on bulk food items.

CUSTOMER SERVICE

We take pride in the quality and safety of our products.

For assistance, contact:
justdoughit@twisteddough.shop

We value our customers and are committed to fair, consistent enforcement of our policies.

If you receive a package with a cracked lid, there is an additional safety seal under it. This seal, along with the packing and exterior box seal, ensures your product’s safety. A loose seal is not considered damage and can happen if moisture gets around the lid during shipping.

100% SATISFACTION GUARANTEE IN CASE OF LOSS, DAMAGE, OR
THEFT. WHAT QUALIFIES FOR REFUND? PLEASE SEE RETURN AND REFUND POLICY.

By opting into our Delivery Guarantee, we
will refund you in the case that it is lost, stolen or
damaged. Contacting our customer service team is easy. With evidence you
provide to support your submission, we can refund your original billing method
within days!

To get started, simply reach out to us at
justdoughit@twisteddough.shop within 30 days of placing your order.

CANCEL MY ORDER

You can cancel your order within 2 hours of placing it via email only. If you have already received your Order Processing email (check your spam folder), we are unable to cancel the order. Please note, VIP Orders are not available for cancellation as we process and ship same day.

Going Out of Town?

If you've placed an order and are going out of town, we can hold your order until you’re available to receive it. However, you must reach out to our customer service email as soon as possible so we can make arrangements and properly accommodate your request. If this order has already been packaged and sent to the carrier we are unable to hold the order and this is the responsibility of the customer.

Thank you for understanding our process and helping us maintain the quality of our products!

Damaged Item?

If your order is damaged, don’t worry! We’ve partnered with Order Protection to cover your package during transit. You can file your claim here:https://claim.orderprotection.com/start

Claims must be submitted within 24 hours of receiving your package and require photo documentation of the damage and packaging.

We do not issue refunds for damage claims. As per our policy with Order Protection and UPS/USPS, we replace the damaged item first. Your satisfaction is important to us—please be patient while we process your claim. 

Order Protection will be required for all orders to cover missing, lost, damaged, etc

Who is Order Protection(Delivery Guarantee)?

Order Protection offers coverage for loss, damage, theft, return-to-sender issues, mis deliveries, and more when selected at checkout.

We offer FREE SHIPPING once a month! 

You will receive tracking information for your order—please make sure to check your spam folder in case our email ends up there.

To ensure smooth communication, we ask that you provide a valid email address (one you actually monitor) or a valid phone number when placing your order. This will allow us to reach out to you promptly in case we have any questions regarding your order.

Why This Is Important

Even if you think your address was entered correctly, our shipping system may sometimes flag an issue. If we encounter any problems with your address, product, or order, we need to be able to contact you quickly to resolve the situation.

Please make sure to monitor the email address and phone number you provided. If we send an email or call asking for clarification, failing to respond could lead to delays or even cancellation of your order.

We want to ensure everything goes smoothly, so please stay in touch!

Your dough will arrive at the temperature of the environment it’s shipped in, meaning it may be warm or slightly "melted" depending on the weather. We ask that you open each dough upon arrival and check its condition to ensure it’s safe and in good shape after its journey to you.

What to Do When Your Order Arrives:

Stir your dough and place it in the refrigerator as soon as possible to allow it to cool down and return to the best consistency. This product is shelf stable for transit and up to 7 days on the counter opened or unopened. After this time it needs to be placed in fridge (up to 90 days) or freezer (up to 1 year).

Storage Instructions: 

Please follow the storage instructions provided below to ensure the best quality and safety of your dough. This responsibility is on the customer, so please make sure to handle the product properly upon arrival.

Storage Instructions: Best

Your product may arrive with some moisture on the packaging, especially if you live in a warmer area. This is normal, as we ship frozen products, and the temperature change during transit can cause condensation on the box. There is no need for concern if this happens.

What to Do:

1. Open your order and check the contents of the dough to ensure it looks okay.

2. If there are any issues with the product, please contact us via email within 48 hours of receiving your package and follow the damage item protocol in the 100% Delivery Guarantee section.

There are a few reasons why a discount code might not work. Here are the most common ones:

A Discount Is Already Applied:

If an automatic discount (set by the store) has already been applied to your order, you cannot add a discount code on top of it.

No "Stacking" of Codes:

Discount codes cannot be combined. For example, you can’t use both a free shipping code and an ambassador code on the same order.

Expired or Discontinued Code:

The discount code may be expired or no longer valid. Please double-check that the code is current and meets the conditions of the offer.

Code Conditions Not Met:

Ensure you meet the requirements for the discount (e.g., a minimum order of 3 doughs). Also, check that no items in your cart are excluded from the promotion (such as Protein Pudding, if they’re not included in the discount).

Forgot to add discount code?

Unfortunately, due to the third-party payment processing system we use, we are unable to apply discount codes or refund any difference in cost once your order has been submitted. To ensure you get the best deal, please make sure to add your discount code at checkout before completing your order. We understand this can be frustrating, so we kindly ask that you double-check your discount code before hitting "submit."

If you’ve reviewed these points and your discount code still isn’t working, feel free to contact us for assistance!

We currently do not.

GFCO Certified:

All flavors, including toppings, are gluten free.

Made in a facility that can cross contaminate or contain peanuts, tree nuts, soy and dairy.

Our doughs are not certified Kosher, but do meet Kosher standards and are Halal friendly. This is a certification we will be working on in the future.  

Our products are Eurofins certified, working on an FDA Accreditation as an SQF certified facility. This will be finalized in 2025 for retail.

You may email our customer service who will decide if you are eligible for a gift box of dough or not.

We do offer a very generous wholesale price - shoot us an email to justdoughit@twisteddough.shop to inquire.