Did you purchase the Route Green Package Protection plan?! This ensures your lost, damaged or delayed package is taken care of. Once you write them they will reply within 24 hours and cover claims. They will require a picture documentation and photo ID. Need to file a calim? Resolve Center (route.com) You must have this on your pacakge to cover damage and lost items. You also recieved an email after checkout from route for your package protection.

Still questions? Please call our customer service line 870-761-1714

What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. 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. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? Simply add the app and follow the steps!

If missing an item simply 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 your order number. Email: justdoughit@twisteddough.shop

We are happy to help with incorrect, damaged or otherwise compromised orders. We are ONLY able to help if you contact us within 24 hours of receipt of your order and your order was TRULY tampered with. You must have route protection on your order to have a replacement covered. Use our chat box online for live help! 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 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. This is our safety seal. Inside of your package, you may find unpacked UPS envelopes, used for cushioning of the package. These are not sealed when we ship them. Don't fear, your product didn't fall out of them. 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 seal barely open on a package. Please contact us with any questions as our customers mean the world to us!

Should you believe your package was damaged or tampered with, or, if your order is incorrect in any way, please send us an email or go through your Route proctection app with the following:
- Order Number
- Picture of the Box (all sides, inside)
- Picture of the product inside
- Picture of your packing slip
- Phone number and contact name from your order
-MUST HAVE THESE TO CLAIM A DAMAGE ITEM TO BE REPLACED

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 30 days in fridge or please freeze. 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 or use our chat box online (bottom left corner). We will require you have checked your product and have called in within 24 hours of your package arriving. 870-761-1714.

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.

We make fresh batches each week, and begin production immediately after receiving orders. Due to the volume of our orders, as well as the ever-changing nature of the shipping industry, we adjust our timeframe for shipping accordingly. We aim to have your order shipped out within a week of order, and we ship via UPS. See shipping schedule below. We pack our orders in batches, so you will receive an email from us with your tracking number, but your order may not leave the facility for a few days after you receive your tracking number. You can begin tracking your order as soon as you receive your tracking number, to follow the package to your door. You get TWO emails (yes you do, check that junk folder). One email from Route who has your tracking and you can do that via their app(WHICH IS AWESOME) or our email just straight from UPS. Do not be alarmed if you're not seeing movement for the first couple of days. We aim to keep you in the loop as your order moves through the production to shipping to delivery, so please keep an eye out on your emails for updates from us. Your order has zero baking components in it, and will arrive the temperature of outside. Summer= HOT DOUGH>>Winter+ FROZEN DOUGH. Orders may be outside for up to one week so please if you have questions about your order, call our customer service team at 870.761.1714 in lieu of emailing for a faster response or use our chat box at bottom of website!

TO ENSURE EFFICIENCY AND ACCURACY AS WELL AS FOOD SAFETY AND QUALITY - WE ONLY SHIP MONDAY-WEDNESDAY IN SUMMER ONLY (June-August)

Remember - UPS is closed on the weekends so we can not ship packages Thursday through Sunday to just sit in a HUB all weekend. It is safer we hold until Monday in proper temperatures to ship again Monday Mornings for arrival in 48 hours (with 1-2 day delay) We are currently in peak times so please be patient and kind and know our phone line is always available to help you. Our customers mean the world to us!

During non-peak times, we aim to stick to this shipping schedule:
- Order Placed Saturday or Sunday > Ships Tuesday
- Order Placed Monday or Tuesday Before 5PM CST> Ships Wednesday
- Order Placed Wednesday Before 5PM CST> Ships Wednesday
- Order Placed Thursday or Friday > Ships Monday

As a rule of thumb, you should receive your order within 5-8 days of ordering. If not it becomes your responsibility to alert Route or the dough team as we will be happy to assist you!

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!

Great question! Our subscriptions are processed 1 time per month. You will be charged monthly on the same date that you ordered the first time. For example, if your first subscription purchase was on January 18th, you will be charged on the 18th of every month. If you would like to skip, pause or cancel your subscription, you must do so before the date your subscription is charged. We cannot edit your subscription for you. Please make sure that if you have subscribed to a product, you have created an account on the website to manage your preferences. Please make sure that your account is created using the SAME EMAIL ADDRESS as your order, otherwise, you will not be able to edit the subscription.

Subscriptions are your responsibility to monitor. You will receive an email THREE days before your next subscription order processes. This will allow you the opportunity to change, update, skip or cancel your subscription before the order is placed. Please make sure that the email address you use for your order is the correct email so you do not miss these important email reminders.

By signing up for a subscription, you are agreeing to these terms and acknowledge that it is your responsibilty alone to monitor your ongoing charges.

Your whip kit is as easy as 1-2-3!

To prepare your whip kit, take the entire contents of the bag (and the cup inside) and pour them into a blender and blend 1 minute or simply place in a bowl and stir up after your liquid is added. We have found that a full size kitchen blender works best versus a compact or single serve blender or JUST MIX UP BY HAND!

Add to the mix 3/4 cup of your favorite milk or milk substitute. Pro tip: You can fill up the dough cup with milk on the go!

Blend your mixture on high for 1 minute, until thick and blended completely. You can blend for longer as desired. If your dough is firmer than you'd like, you can add more milk, a tablespoon at a time, to loosen the texture to your desired consistency.

Check out our YouTube video for step-by-step tutorial.