My order looks damaged--READ HERE

Don't worry! This is normal for summer heat over 100 degrees! 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. It may have settled during transit so we encourage stirring it up so that it can have a chance to return to perfect consistency. If you're unable to place in fridge/freezer immediately, no worries - your dough has a shelf-stable life of 10 days outside of the fridge. 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. We will require you have checked your product and have called in within 24 hours of your package arriving.

 

I have a sticky outside near my lid?
This is simply a wax film wrapped around the outside of the lid to keep lid intact upon rough handling during transit.

 

But my lid is busted off?
The package with a busted lid probably got too hot and the heat caused some expansion especially inside of UPS transportation of 140 degrees and rough handling on the road. We place the wax film to help this but it may not always be the case. We are adding a small amount of dry ice that causes swelling and expansion as well. Dry ice is a gas that will leave a smell in your box upon opening, please open product at arrival and taste. We require a claim to be done with 24 hours AFTER checking your product. We want to apologize for any box damage, moisture in the box or leaks. Summer months on a small business food is tough and we appreciate your support and kindness. The dough does not contain baking components and may be a hassle to clean up but it is inside of a safety sealed bag for that reason to keep the product safe in some rough conditions! We encourage our consumers to check the product itself as it is typically ok and then place back into the fridge/freezer. Further questions please call customer service. Please be patient and kind as Twisted Dough will always take care of our consumers as you mean the world to us! We will do a free jar on us with documentation provided when you call or email!

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.

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 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. 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. If you chose to add on ROUTE GREEN PROTECTION you may monitor your order through their app! It covers all damages (not jar cosmetics), delays or non deliveries. They will require photos and documentation as will we. 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.

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 w/ Arrival on Thursday
- Order Placed Monday or Tuesday Before 5PM CST> Ships Wednesday w/ Arrival on Friday
- Order Placed Wednesday Before 5PM CST> Ships Wednesday w/ Arrival Friday - Tuesday
- Order Placed Thursday or Friday > Ships Monday w/ Arrival on Wednesday

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!

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 is damaged/incorrect, etc. - HELP!

We are happy to help with incorrect, damaged or otherwise compromised orders. We are ONLY able to help if you contact us via email at justdoughit@twistedcookiedough.com within 24 hours of receipt of your order. 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. Please contact us within 24 hours of receipt.

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

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?

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.

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 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. 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.

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 w/ Arrival on Thursday
- Order Placed Monday or Tuesday Before 5PM CST> Ships Wednesday w/ Arrival on Friday
- Order Placed Wednesday Before 5PM CST> Ships Wednesday w/ Arrival Friday - Tuesday
- Order Placed Thursday or Friday > Ships Monday w/ Arrival on Wednesday

As a rule of thumb, you should receive your order within 5-8 days of ordering.

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, but are hoping to ship elsewhere soon!

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?

Your dough will arrive at whatever the temperature outside is, this means it may arrive warm and or "melted". 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 room temp for 30 days, but after that will need refrigeration or freezing. This is YOUR responibility.

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 $10 per package for large volume customers. Typically a product like ours costs more because the company puts the 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 $10 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?

Yes! We are now shipping to Canada - YAY!

Our Shop Canada section can be found by clicking the link at the top of the homepage! Please make sure you are shopping under the "SHOP CANADA" shop or it will not allow you to checkout. Our shipping is calculated in USD, and it includes VAT, duties, etc.

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 cookie dough safe at room temp?

Yes! There are no raw ingredients in cookie dough, so it is safe for around 10 days at room temp.  

How long does dough last?

Cookie dough lasts about 45+ days in the fridge and forever in the freezer. Our original cookie doughs are able to be stored at room temp, in the refrigerator, or freezer. We do ask that you put your whipped cookie 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?

Cookie 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@twistedcookiedough.com to inquire.