Email: justdoughit@twisteddough.shop 

Phone: 870-272-8200 (Phone calls only)

 Business Hours: Monday-Friday 8am-4:30pm CST. If you're calling outside of these hours we will get back to you ASAP. Please allow 24-48 hours to receive a reply. Thank you for your patience.

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

Our Kindness Policy

At Twisted Dough, we believe in providing exceptional customer service and we expect the same kindness and respect in return. We are committed to offering personalized support and ensuring that you always have a real person to assist you, whether by phone or email. However, we ask that all communication remains respectful.

Rude, abusive, or disrespectful messages will not be tolerated and will not receive a response. We genuinely enjoy helping our customers and strive to maintain a positive, kind, and supportive environment for everyone.

Your kindness helps us continue delivering great service, and we truly appreciate your understanding. We are here to help and look forward to assisting you with whatever you need!

Once your order is placed, you'll receive a series of emails from us to keep you updated:

• Order Confirmation: This email confirms that we've received your order.
• Shipping Confirmation: After we print orders for the day, we’ll send you a follow-up email with your tracking number.
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• We ship regular orders on Monday-Thursday. VIP orders will ship daily (Excludes Fri-Sun)!
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• Shipping Options:

1. 1. VIP UPS ($17.99): Process and ships same day (cutoff time M-Thur 2:00pm CST), moving you to the front of the line (Excludes Fri-Sun)
2. 2. VIP USPS ($17.99): Process and ships same day (cutoff time M-Thur 2:00pm CST), moving you to the front of the line (Excludes Fri-Sun)
3. 3. UPS 2nd Day Air ($13.99): We package your order within 2 business days & ships Monday-Thursday (Orders placed Thurs-Sunday will begin preparation the following Monday for shipment with in 2 business days.)
4. 4. UPS Ground ($12.99): We package your order within 4 business days & ships Monday-Thursday (Orders placed Thurs-Sunday will begin preparation the following Monday for shipment with in 4 business days.)
5. 5. USPS Ground Advantage ($8.99): We package your order within 4 business days & ships Monday-Thursday (Orders placed Thurs-Sunday will begin preparation the following Monday for shipment with in 4 business days.)
6. 6. Free: We package your order within 4 business days. (Orders placed Thurs-Sunday will begin preparation the following Monday for shipment with in 2 business days.)
7. 6. Local Pickup: We will text you when your order is available for pickup
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Example: If you order on Tuesday with UPS Air, your order will leave by Thursday. OR if you order on Friday with Ground/Free shipping your order should leave by Thursday the following week.

NOTE: Your carrier choice is you choosing your transit time. Please be mindful when selected which option works best for you! USPS can be up to 10 days of transit time VS UPS that can be up to 2-4 days.

Business Hours & Holidays
Our facility operates Monday through Friday during standard business hours. Please note that we are closed on national holidays. In these cases, we take steps to minimize any delays, but shipping may be delayed by a few days. To ensure the quality of your order, we may temporarily store it in our refrigerated warehouse rather than at a UPS warehouse, which lacks temperature control.

Address Changes

Please double-check your shipment information before finalizing your order. If you notice an error after placing your order, it is your responsibility to contact us as soon as possible so we can attempt to resolve the issue before your product ships. We strongly recommend calling our customer service phone number immediately for assistance.

Important Note: Once your order has shipped, we are unable to resend products if the address provided was incorrect. Neither UPS, USPS, or Twisted Dough can refund, reimburse, or replace orders that have been shipped to an incorrect or invalid address. If you would like us to reship your package, we kindly ask that you cover the cost of shipping.

At Twisted Dough, we have a strict no-return, no-refund policy. By authorizing payment through our portal and agreeing to our Terms and Conditions at checkout, you acknowledge that you are accepting and agreeing to try our product. We do not accept returns or offer refunds due to a change of mind or dissatisfaction with the flavor or texture of the product.

If there is an issue with your order, please reach out to us! Through Route, UPS, and USPS our first step is to offer a replacement item, not a refund. Your satisfaction is extremely important to us, and we will do everything we can to ensure you are taken care of. Please be patient as we work to assist you!

Important Note on Fraudulent Claims:
We take all claims of false charges very seriously. Since you’ve authorized and approved your payment, we will not accept any threatening emails or fraudulent charge claims. If such claims arise, we will report them to the appropriate authorities, including submitting the approved charge to the bank involved.

We maintain a zero-tolerance policy for rude or disrespectful communication. If you are not kind in your interactions with us, we will not respond. Please see our Kindness Policy.

Product Information:
We understand that Twisted Dough may not be for everyone, and we appreciate your support. Our product is a protein-based alternative to traditional desserts, containing no sugar, no gluten, and very low-fat additives. These ingredients help enhance the taste while maintaining a nutritious profile.

We recommend trying one item first to see if it's right for you, rather than purchasing an entire package. Be sure to carefully read the product descriptions, as they provide accurate details to help you understand exactly what you’re getting.

Thank you for supporting our business since 2020—we truly appreciate each and every one of our customers!

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!

If your order is damaged, don't worry! We’ve partnered with Route to provide premium package protection. You can file a claim for lost or damaged items by using the Route app or the email provided below. Please note that Route requires photo documentation of the damage and packaging, so be sure to take clear pictures. Claims must be submitted within 24 hours of receiving your package.

Please remember:

• We do not issue refunds for damage claims. As per our protocol with Route and UPS, we must replace the damaged item first.
• Our customers are incredibly important to us, and we will ensure you’re taken care of—just be patient as we process the claim!

What We Consider Damage
Be sure to review the guidelines below for what qualifies as "damage." To have your package covered, you must have opted for Route Protection at checkout.

Who is Route?
We’ve partnered with Route to offer enhanced protection for your orders. When you choose Route's Green Package Protection at checkout, your order is covered against loss, damage, or theft during transit. You also gain access to Route’s tracking platform, which allows you to track all your online orders in one place, providing real-time updates on your package status. It’s an amazing tool—we highly recommend adding the app!

Instructions for Filing a Damage Claim
If your product is damaged, here’s what to do:

• Take clear photos of the damaged item and the packaging. Ensure you have good lighting to capture all the damage.
• Email the photos to us, along with the name the order was placed under and your order number.
• Our team will file a claim with Route, and within 24 hours, you will receive a new shipping ticket for your replacement.
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• No Route Protection?
  If you opted out of Route, we can still help! Please send us clear photos of the damaged product (showing the damage). We will work to get you a replacement one time only. Going forward, Route protection will be required as it serves as your insurance for your orders.
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• No Route and No Documentation OR Package Protection and No Documentation?
• Customers who declined Route Package Protection and did not follow our damage protocol, as outlined on our website and emailed to them, will be provided with a one-time in-store credit, which can be used at their discretion.

If you are missing an item from your order, please contact our customer service team within 24 hours of receiving your package. To help us resolve the issue quickly, please take photos of:

1. 1. The items in your box
2. 2. The packing slip (which includes a unique code identifier to help us track your order and identify where errors may have occurred)

Please send the photos, along with your order number and the name the order was placed under, to our email: justdoughit@twisteddough.shop

Cracked Lid / Seal Concerns: If you receive a package with a cracked lid, please note that there is an additional safety seal under the lid, which functions as a second layer of protection for your item. The safety of your product is also ensured by the way it’s packed, along with the exterior box seal. Please do NOT request a refund immediately—our protocol with Route & UPS is to replace the item first. A seal that is not fully adhered is NOT considered damage; this may occur when moisture gets around the lid during shipping.

What to do:

1. 1. If this happens, simply freeze the product to preserve it and then thaw it overnight in the fridge before use.
2. 2. We understand this might be frustrating, but rest assured, we are committed to making things right. Just be patient and follow the outlined steps so we can serve you better!
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4. Incorrect Orders:

5. We’re happy to assist if you receive an incorrect order. Before reaching out, please make sure to follow these steps:

   1. Contact us within 24 hours of delivery—any issues reported after this time are outside our control.
   2. Provide us with all the necessary details, such as order number and photos if applicable.
   3. If you don’t receive a response via email, please follow up or call our customer service team at 870-272-8200. Email systems can occasionally glitch, but we’re always available by phone.
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   Packaging & Seal Information:

   • Your package should include a sealed UPS envelope inside the box you opened. This envelope serves as cushioning and as an additional layer of protection.
   • If the safety seal is not fully adhered, this doesn’t mean your dough was compromised. Seals can come up slightly when opening, or moisture may get underneath during transit. The box will also be taped, and the inner package will have a one-time seal—you’ll know if the package was tampered with.
   • We will not replace an order if the dough seal is barely open, as this does not indicate the dough was exposed.
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   What to Do if the Seal Is Not Fully Down:

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   • Occassionally the seal on our products might appear unsealed or lifted due to natural changes during shipping. Rest assured, the product is still safe to consume, and the quality remains in tact, because your package has two points of saftey.
   • 1. Each product is packaged in a one-time sealable envelope to ensure it has not been tampered with.
   • 2. Outer packaging is sealed with tamper-evident tape for added protection and peace of mind that your product has not been tampered with upon arrival.
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   • If you have any concerns, we're here to help!

   Please contact us at 870-272-8200.

Your order will arrive at the temperature it is outside at the time of shipping. We strongly recommend that you check your dough immediately upon arrival to ensure it is in proper condition before placing it in the refrigerator or freezer. If your lid is cracked or the dough appears shaken, this may be due to rough handling during. We sincerely apologize for this, but please note that this is not how your order leaves our facility. Sometimes, the dough may settle during shipping. If this happens, simply stir it to allow it to return to its normal consistency.

What to Do Upon Arrival:

• 1. Place your dough in the fridge as soon as it arrives to allow it to regain its usual texture and consistency.
• 2. We mandate that you check your product upon arrival to ensure its safety, especially if you haven’t been able to monitor its time in transit.

Summer Shipping and Delays: 

With the summer heat reaching extreme levels and occasional UPS delays, it’s crucial to inspect your order as soon as possible. If you have any concerns or questions, please call us within 24 hours of receiving your package.

You can reach us at 870-272-8200 for assistance.

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.
• While it may be tempting to dive right in, we recommend waiting until it has chilled for the best experience!

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.

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. 1. Open your order and check the contents of the dough to ensure it looks okay.
2. 2. If there are any issues with the product, please contact us via email within 24 hours of receiving your package and follow the damage item protocol outlined above.

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

1. 1. 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.

2. 2. 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.

3. 3. 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.

4. 4. 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).

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6. Forgot to add discount code?
7. 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!