we're here to help
I lost the instructions to my set. Are they online anywhere?
Not to worry! Head on over to our store and locate your product, either through the search bar or looking through the catalog. Instructions for each specific set are included on their product detail page.
Where can I find ingredient information for my set?
We’ve got you covered. We have all ingredients and allergen information right on your set’s product page. Head on over to our store and locate your product, either through the search bar or looking through the catalog. Nutrition information is also printed on the items within the set.
How can I contact someone who can help me?
Customer service is available via email at [email protected] Responses are usually returned within one business day. If you prefer to call and leave us a message, please do so at 855-227-6157.
I like one of your food items so much! Can I reorder more of it on its own?
We unfortunately don’t currently have a way to support this but shoot us an email and let us know what you love so we can make it a priority!
How can I track my order?
You will be sent a confirmation email once your order is placed along with your shipping tracking link. You can log into your account at any point and check the status of your order.
I changed my mind, how can I change or cancel my order?
No worries, we understand! We allow 1 hour before our warehouse processes the order and the shipment cannot be reversed. Please email customer service at [email protected] to determine if your order can be cancelled. Customer service agents are available during normal business hours. If you prefer to call and leave us a message please do so at 855-227-6157.
How will I know when a specific product will be back on the site?
Customer service might be able to give you some details on anything you want to track, but we can't offer any guarantees on timing or specific amounts of inventory.
What is U.S. Standard shipping?
Thoughtfully ships anywhere in the 48 contiguous United States. We will generally be able to have your item leave our facility 1-2 days after placing the order, and then for transit we offer standard shipping (5-7 business days), 2-Day shipping (2 business days), and Overnight shipping (1 business day).
What does "On or Before" shipping mean?
During the checkout process you will select a date for your package to arrive on or before, and we will do everything in our power to make sure that your gift arrives by that date. However, we will not be liable for any delays that occur due to weather or for reasons out of our control.
Can I send my order to a P.O. Box address?
Unfortunately, we cannot accept orders to P.O. Box addresses at this time.
Will Thoughtfully ship anywhere?
Thoughtfully ships through all 50 states, but we have to incur an extra surcharge for shipments to AK and HI.
Can I track my order?
Definitely! You should have received the tracking details in your order confirmation email. If not, shoot us a note or give us a ring and we can figure it out as soon as possible.
My order hasn’t arrived or has arrived damaged. What can I do?
Please email customer service at [email protected] so we can solve this as soon as possible.
What happens if my shipment is refused/cannot be delivered?
Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to Thoughtfully and the customer will be credited for the product cost and tax, less shipping and handling. The customer will need to place a new order and will be responsible for any associated shipping charges.
How do I use my coupon/promo code?
Once you reach your Shopping Cart you may enter your coupon or promo code in the Promo Code field. The discount will be applied during the transaction.
Can I use more than one coupon/promo code?
Unfortunately, coupons or promo codes are generally limited to one code per order online. See promotion terms for specific details.
Okay, I’m set. Now how do I pay?
You can pay using all major credit card options (Discover, Visa, MasterCard, and Amex.)
When will I be charged for my purchase?
You will be charged when the item ships. Should there be an item that is not available you will not be charged for that item.
Oops. My payment was declined. What happened?
Please be sure that your billing address, security code and expiration dates are all correct
What is your return policy?
You can return your purchase or gift within 30 days of its purchase date. All returned merchandise must include the original packing slip in order to receive a refund to the original form of payment within 30 days of purchase. Refunds will be credited to the original method of payment.
Refunds generally take 7-10 days to show up on your credit card activity after they are received at our facility.
Have you received my return orders?
You can track your returned merchandise by logging into your account or email customer service at [email protected]
Do I have to create an account to shop at Thoughtfully?
Nope! You have the option to shop as a guest and then if you choose, can create an account.
The item I want is out of stock. Will you be getting more?
We try to carry as much great merchandise as possible, but sometimes things sell out quick! You can contact customer service, but unfortunately we may not be able to give you any specific details beside low, medium, or high inventory on any given item.
How do I set up an online account?
Visit www.thoughtfully.com, click the My Account link in the top navigation, and then register a new account. If you have any issues, please contact us.
I forgot my password. How do I reset it?
Visit www.thoughtfully.com, click the My Account link in the top navigation, and then click the “Forgot Your Password?” link. You’ll be asked to submit your account’s email address to reset your password.
I’m typing in my password, but I keep getting an error. Why?
Try resetting your password. Click the “Forgot Your Password?” link. You’ll be asked to submit your account’s email address to reset your password.
How do I update my email address or password?
Visit www.thoughtfully.com, click the My Account link in the top navigation, and then sign in to your account. Go to the Account Information area of My Account to update your email or password.
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