Frequently Asked Questions

Please read our FAQ before sending us a message.

Shipping

Where do you ship from and where do you ship to?

We are a Michigan-based company operating with 2 fulfillment centers. We have warehouses in Michigan and California. All orders are shipped from the warehouse closest to the shipping address provided at checkout. However, we cannot promise an order will ship from a certain warehouse, as our team works as hard as possible to get orders out as quickly as they can, and stock may be limited in select warehouses. In this case, orders will ship from the warehouse that has sufficient stock.

Also, we offer local delivery in select zip codes of two counties in Michigan, Wayne and Oakland. If you are a local Michigan customer, please visit us at delivery.thirstyrun.com to place your order.

How long will it be before I receive my order?

Normally, you should receive your order within 4-5 business days. Please allow additional time for shipments to U.S. Territories, PO Boxes, Hawaii, Alaska or Military APO/FPO addresses. Please be advised that during the COVID-19, some orders may take up to 14 to be received due to limited transportation availability as a result of the ongoing COVID-19 impacts.

How can I track my order?

Once an order has shipped out, we will send you an email with the tracking number. Just copy the tracking number and go to the UPS, FedEx or USPS website, depending on who shipped your package, and enter in your tracking number for an update.

What should I do if the tracking number I receive is not working?

It can take up to 1-2 business days for the tracking number to be registered/scanned in the carrier’s system. This could prevent visibility to your shipment.
If two business days have passed after you receive your tracking email, and you are still unable to track the order, please Chat with Customer Care. The Customer Care Team can investigate and provide updated tracking information and order status.

Do you have free shipping?

Unfortunately, We don’t offer free shipping at this time but we do offer very economical shipping options for orders delivered within the contiguous USA.

What days do you ship?

We ship Monday through Saturday. We don’t ship on these holidays: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas.

Will I have to sign for my package?

Typically, we do not require a signature when we ship your package. However, we do require signature for packages over $500 in value. Also, there are instances when the delivery driver may decide to choose this option, which is at their discretion.

Do you ship internationally?

We do not ship to international locations other than U.S. Territories and Military APO/FPO addresses at this time.

What are the shipping charges for returning an order?

If you’re not completely happy with your purchase, please let us know and we’ll try to put things right, arrange an exchange, or issue a full refund of the purchase price. We will send you a free return shipping label and RMA # for all authorized returns on orders made in our online store. View our return policy here.

Order

What can I do if I never receive my order?

Occasionally, packages are lost in transit, delivered to the wrong address, or arrive in separate packages. Packages may also be left with a family member, neighbor, co-worker, or building manager.

NOTE:  If an order is 3 days past the estimated delivery date or tracking shows it as delivered, and you never received the order, please contact Customer Care to check your order status.

Change Something on an Order

Because we start processing your order as soon as you click “Place Order,” we cannot make changes after it’s been placed. You may send a cancellation request through the contact us page or give us a call during our business hours, but this cannot be guaranteed once an order has been placed.

Received Incorrect Item

If the item you received is not the item shown on your order in Your Account, please let us know through the Contact us page with details of the incorrect items or give us a call during business hours and we will happily send you the replacements.

Order is Missing Items.

If items are missing, please let us know through the contact us page with details of the missing items or give us a call during business hours, and we will happily send you the missing items.

Order is Damaged or Defective

If any item in your order is damaged or defective, please send a replacement request through the contact us page with details of the damaged items or give us a call during our business hours and we will happily send you the replacements.

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