Contact Information

Email: justdoughit@twisteddough.shop

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

Chat Box (BOTTOM LEFT OF WEBSITE) Live customer service text at all reasonable times CST

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 appreciate you and will do whatever we can for you!

When will my dough arrive????

Your order will ship and arrive within 7-14 days. You must monitor your shipment as this is FOOD on the road. Processing times vary depending on weather, holidays, UPS delays we realize we're typically faster than 7-14 days BUT the best way to stay update is watching your UPS tracking number.

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 WILL not leave the facility for a few days after you receive your tracking number. Again, this is a 7-14 day processing time although we typically process faster. You get TWO emails (yes you do, check that junk folder) the minute you place your order and again once its moving from UPS or being delivered. 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. Your order may be wet from going to cold to hot, THIS IS NORMAL. Orders may be outside for up to one week so please if you have questions about your order, THIS IS FOOD--> 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! DO NOT MESSAGE INSTAGRAM/FACEBOOK OR THEY WILL NOT WRITE BACK FOR CUSTOMER SERVICE QUESTIONS.

TO ENSURE EFFICIENCY AND ACCURACY AS WELL AS FOOD SAFETY AND QUALITY - WE ONLY SHIP MONDAY-WEDNESDAY IN SUMMER ONLY (June-August) and your product needs to be consumed within 20 days of arrival or freeze. If you are stocking up simply place what you are not eating in the freezer until ready to consume, thaw in fridge overnight!

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 7-14 days. 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!

As a rule of thumb, you should receive your order within 7-14 days after being processed and actually place on a truck If not it becomes your responsibility to alert the dough team as we will be happy to assist you!

My order was damaged

If your order was damaged you must write in immediately in 24 hours with the. They will require a picture documentation of the damage AND a picture of the order phamplet inside of your box. Please do NOT demand a refund as our protocol states through 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"  

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!

 

Wrong order? Damage? My Seal is not down?

If your order was damaged you must write in immediately in 24 hours with the. They will require a picture documentation of the damage AND a picture of the order phamplet inside of your box. 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 llong with your packing of the box and safety seal. Please do NOT demand a refund as our protocol states through 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 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 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. 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 with a tamper sticker. This is our safety seal. 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!

Should you believe your package was damaged or tampered with, or, if your order is incorrect in any way, please send us an email:
- 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

I am missing an item

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

Refund Policy

We have 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. 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.

Did my order arrival normal? It is warm...

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 20 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 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.

Can I cancel my order?

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.

Why do you need my email?

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.

My order appears wet?

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.

Why won't my discount code work?

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.)

I forgot to add my discount code at checkout, can you apply it now?

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!

How do subscriptions work?

We are not currently doing subscriptions, we apologize!

How do I make my whip kit

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.

When can I expect my order?

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 will not leave the facility for a few days after you receive your tracking number. Production and fulfillment time is 7-14 days. If you need to coordinate a time you are home, please get ahold of us on our chat box or phone. THIS IS YOUR RESPONSIBILITY TO BE HOME FOR FOOD ARRIVAL. You can begin tracking your order as soon as you receive your tracking number to follow the packages to your door. Do not be alarmed if you're not seeing movement for the first couple of days remember this is production and fulfillment time as we make this product fresh daily. 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 the bottom of our website! Place in the fridge upon arrival! DO NOT MESSAGE INSTAGRAM OR THEY WILL NOT WRITE BACK FOR CUSTOMER SERVICE QUESTIONS.

TO ENSURE EFFICIENCY AND ACCURACY AS WELL AS FOOD SAFETY AND QUALITY - WE ONLY SHIP MONDAY-WEDNESDAY IN SUMMER ONLY (June-August) and your product needs to be consumed within 10 days through September ONLY as the heat removes some shelf life. If you are stocking up simply place what you are not eating in the freezer until ready to consume.

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. 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!

WE ARE IN PEAK TIMES SO YOU MUST WATCH YOUR TRACKING NUMBER AND MONITOR SHIPPING

I put the wrong address on my order, can you resend my package?

We are unable to resend the products to you if you put the wrong address, and they've already been shipped. UPS and/or Twisted Dough are unable to refund, reimburse or replace orders that have improper or incorrect addresses for delivery. Please verify your shipment information before submitting your order. Should you notice an error after placing the order, it is your responsibility to contact us AS SOON AS YOU NOTICE so we can attempt to fix the issue before your product ships.

Where do you ship?

We ship within the 48 contigious states and Canada We are currently unable to ship outside of the United States.

Can you ship to my PO Box?

We are unable to ship to PO Boxes. Please DO NOT include them in your shipping address.

Why are there so many envelopes/packs in my box?

Because this is a food product, and is fragile, we make sure to pad your order on all sides when we ship, to avoid damage. Your package will go over several UPS conveyors that weigh more than 2k pounds. Those machines can be rough, so we pad your product with empty UPS padded envelopes or mailers to keep it cozy in transit.

How will my dough arrive/storage and consumption time frame?

Your dough will arrive at whatever the temperature outside is, this means it may arrive warm and or "melted". Know your ice pack will be melted and your dry ice will be gone(summer only). We expect you to open each dough and check to ensure the food product is ok during its travel to you. If you have questions please call 870-761-1714. It is recommended that you *always* stir your dough and put your dough in the refrigerator when you receive it and allow it to cool down before you eat it, for the best experience. We know that it is SUPER tempting to want to eat it right away! Please make sure to refrigerate or store your doughs accordingly (in the freezer). They are good at fridge temp for 20 days normally or just simply freezing to preserve. This is YOUR responsibility!!! Again, if not consuming within 20 days simply freeze and thaw overnight in fridge to enjoy!

Why is shipping so expensive?

We are a fresh, made to order item made right here in US. Every topping, every ingredient, and every batch are handmade and weighed with your macros in mind. The time into getting orders checked in the shop, distributed in the correct shipping zones, hand plated, packaged, lided and sealed takes labor of 3-5 minutes per package. On top of that, we have to pay UPS for their service which is a minimum of $12-$14 per package for large volume customers. Typically a product like ours costs more because most companies put their shipping price into it... we do not want to do that to our consumers or limit what you are able to buy in certain packs or flavors to make that possible. We would rather you choose how you would like it and just pay UPS.

Think of it this way: if I wanted to give you a gift and have it hand delivered multiple states away and have a man drop it right at your door step for only $12-$14 in gas, you would think - WHAT A DEAL!

We are a small business, owned and operated, with zero machines for manufacturing. You can rest easy knowing that we have made every jar with love and made sure we taste test every batch. We want you to love our product as much as we do! So, while shipping may cost a bit more, we know it's worth it, and think you will agree!

Sometimes, vendors (such as large corporate companies) will hurt our shipping costs/abilities/timelines, if you'd like us to hold your order for any reason, please let us know and we'd be happy to do so.

I live in Canada, can I order?

No unfortunately we can only take custom orders to Canada currently. Shipping with duty, VAT and tax around $75.00. If you would like a custom order you can message our chat box on website to get that set up!

Do you have a vegan option? Keto?

Does our dough contain gluten?

Nope! All flavors, including toppings, are gluten free. On occassion, we do offer non-gluten free doughs, which are labeled accordingly.

Are your doughs kosher?

Our doughs are not certified Kosher, and the protein products that we use are not certified Kosher either.

How do I know the macros are accurate?

Our cookie dough has been tested by NPAL Laboratories for accuracy this year 2022. If you need more detailed information, just email justdoughit@twistedcookiedough.com

Is dessert dough safe at room temp?

It is safe during its transit time but you will want to place your order in the fridge immediately after checking its arrival. It does have a few day shelf life if you would like to travel with it!

How long does dough last?

Dessert dough lasts about 20 days in the fridge TYPICALLY from ordering and forever in the freezer! In summer or if you live in a hot state 80 degrees and above the product needs to be eaten with in 15 days of arrival or again simply freeze what you are not eating and thaw overnight in fridge when ready to gobble up! Our original dessert doughs are fine to be shipped outside of the fridge but we do ask that you put your dough into the refrigerator as soon as your receive it.

How can I become an Ambassador?

We're so excited you want to join us as an ambassador! We'd love to welcome to you apply here to become an ambassador. Once we receive your application, we can begin review of your application. Please check your phone number, so we can send you important information via text message. Please know that we welcome ambassadors from all walks of life, but we DO ask that you've tried our products before.

How else can you eat our dough?

Dough makes the perfect topping for oatmeal, rice cakes, strawberries, crepes, Ritz crackers, mug cakes, pretzels, yogurt and more. You can add to your morning oatmeal or cream of rice or simply grab you a dollop of 11g on the side of any meal! Recipes weekly in our email blast and our instagram!

Can you bake the dough?

Warmed in the microwave for about 10 seconds, cookie dough becomes soft and the chocolate melts into gooey perfection. Because it is mostly protein powder, it can become tough if it's heated longer. Check out our new and launching "Dirty Dough--Our first bakeable dough! If you have a recipe for baking cookie dough, tag @twisteddoughus on instagram or Tik Tok-twisteddough and we will feature your recipe on our page and on our site!

Can you send me free samples?

At this time, we are not able to send free samples of our products. We are small business who handbatches each jar day by day so encourage purchases to keep us scooping you dough!

Do you offer gift cards?

YES! We love the gift of dough! You can order a gift card in each individual product at the bottom of the page!

Do you offer wholesale pricing?

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