Customer Service 

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!

 

Order Processing & Shipping Information

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!
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  • Shipping Options:
  1. 1. VIP ($14.99): Process and ships same day (cutoff time 2:00pm CST), moving you to the front of the line (Excludes Weekends)
  2. 2. UPS 2nd Day Air ($13.99): We package your order within 4 (Exc & ships the following Monday-Thursday cut off 2pm (Excludes Weekends)
  3. 3. USPS Ground Advantage ($8.99): We package your order within 4 (Exc & ships the following Monday-Thursday cut off 2pm (Excludes Weekends)
  4. 4. Free: We package your order within 4 (Exc & ships the following Monday-Thursday cut off 2pm (Excludes Weekends)
  5. 5. Local Pickup: We will text you when your order is available for pickup

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.

 

Refund & Return Policy

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!

Can I cancel my order?

Due to the nature of our business, the production schedule, and the specific ingredients required to create our fresh doughs, we are unable to cancel orders or issue refunds once an order has been placed. Our ordering process is intentionally designed to prevent mistakes and incorrect orders, ensuring accuracy at every step. By submitting your order, you agree to these terms and understand that this allows us to maintain our fresh, handmade product and fulfill orders as quickly as possible.

Please note, choosing an alternate payment method such as Shop, PayPal, Venmo, or Cashapp does not void these terms.

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.

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

 

Damaged or Lost Items

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.

 

Incorrect or Missing Item

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 or Seal Issues

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.

    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:

  6. If you notice the seal on your dough isn’t completely down, it may have lost a little shelf life. In this case:

    • 1. Freeze the dough immediately if you’re not planning to use it within 10 days, and refrigerate it overnight to thaw.
    • 2. The seal may not adhere perfectly due to the tightness of the lid or variations in heat during production. This is normal as we hand-package each item. However, if you have concerns or further questions, don’t hesitate to call us.

    We appreciate your understanding and patience as we work to ensure your satisfaction. Our customers mean the world to us, and we are here to help!

    For any issues or questions, please contact us at 870-272-8200.

Warm Dough?

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.

Why do you need my email/phone number?

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!

My order appears wet?

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.

Why Isn't My Discount Code Working?

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

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

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."

 

When Will This Ship?

At Twisted Dough, we make fresh batches daily and begin production immediately after receiving orders. Due to the volume of orders and the ever-changing nature of the shipping industry, our shipping timeframes may vary. We aim to have your order shipped within a week of receiving it, and we ship via UPS.

Please note:

 

We ship orders on Mondays and Tuesdays. VIP orders are shipped daily.

Important Shipping Details:

  • Summer Shipping (May-August): To ensure the best quality and food safety, we only ship Monday-Wednesday during the summer months. This helps avoid having packages sit in a UPS hub over the weekend, which can affect the freshness of your product.
  • Winter Shipping: Depending on where you live, you may receive cold or frozen dough during the colder months.
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Temperature Considerations:

  • Twisted Dough does not contain baking components, so it will arrive at the temperature of the environment it’s shipped in.
    • Summer: Hot dough
    • Winter: Cold or frozen dough
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Receiving Your Order:

  • It’s your responsibility to be home for the delivery. If you need to coordinate the timing of your delivery, please reach out to us via email or phone.
  • Don’t be alarmed if you don’t see movement on your tracking for the first couple of days—this is simply production and fulfillment time as we make your dough fresh daily.

Change of Delivery Address

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 nor Twisted Dough can refund, reimburse, or replace orders that have been shipped to an incorrect or invalid address.

Thank you for your understanding, and please make sure your shipping details are accurate before submitting your order.

Where do you ship?

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

P.O. Box Shipping? 

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

What is VIP shipping?

VIP shipping means that your order is prioritized and shipped ahead of regular orders, allowing you to receive it faster. This doesn’t mean your order will be shipped outside of our normal shipping days or hours. Cut off time is 2:00pm CST to place a VIP order that will process and ship same business day.

How VIP Shipping Works:

  • We typically process around 500 orders per day. VIP shipping moves your order to the front of the line, speeding up your delivery by 3-5 days compared to standard shipping.
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Tracking Information:

  • We send tracking updates to your email as soon as your order begins processing. Be sure to check your spam folder if you don’t see the email right away!

Why is shipping so expensive?

At Twisted Dough, we are proud to offer fresh, made-to-order products, crafted right here in the U.S. Every topping, ingredient, and batch is handmade and weighed with your macros in mind.

The time and effort involved in preparing and shipping your order includes:

  • Order verification
  • Packaging and sealing
  • Hand-plating and labeling

  • This process takes about 3-5 minutes per package. On top of that, we pay UPS for their services, which costs us $12-$14 per package for large volume customers.

Why Our Prices Are Different: Many companies include shipping costs in the product price, but we prefer to keep our product prices transparent. We want you to have the freedom to choose your preferred quantities and flavors without inflating the cost. Instead, you simply pay for shipping directly through UPS, and we make sure you’re getting the best possible rate.

We take great pride in every jar, which is made with love and care. We even taste-test every batch to ensure it meets our high standards. While shipping may seem a little higher, we believe it’s worth it—and we think you’ll agree!

How Will Your Dough Arrive and Next Steps

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.

If you have any questions or concerns, feel free to reach out to us at 870-272-8200. We’re here to help!

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

As a fragile food product, we take extra care to pad your order on all sides to minimize the risk of damage during shipping. Your package will pass through several UPS conveyors, some weighing over 2,000 pounds, so we use empty UPS padded envelopes or mailers to protect your product and keep it cozy in transit.

We want your order to arrive in perfect condition, and we do everything we can to ensure it does!

Do you have a vegan option? Keto?

We currently do not.

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. Made in a facility that can cross contaminate or contain peanuts.

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. If you need more detailed information, just email justdoughit@twisteddough.shop.

Is dessert dough safe at room temp?

Yes, it is ok to leave this product at room tempreature as it is a shelf stable product . Please see storage instrustions below!

How long does dough last?

Storage Recommendations on Protein Cookie Dough and Protein Batter:

-Stays fresh on the counter up to 1 week

-Stays fresh in regrigetator up to 6 months

-Stays fresh in freezer up to 1 year

We prefer the fridge or freezer for the best texture and taste

 

Protein Pudding Storage Recommendations:

-Stays fresh in refrigerator up to 6 months

-Stays fresh in freezer up to 1 year

 

THE TIME-FRAMES LISTED ABOVE ARE AN UPDATE FROM THE CARDS WE SEND IN EVERY ORDER. 

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 know that we welcome ambassadors from all walks of life, but we DO ask that you've tried our products before.

Can you bake the dough?

Unfortunately, our dough is not bakable due to not having any baking components.

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.shop to inquire.