Frequently Asked Questions
Clarity, delivered.
Everything you might want to know about ordering, shipping, and returns—presented with precision. Use the search to find answers instantly, or browse by category for a curated, streamlined experience.
Tip: Results update as you type. Clearing the field restores all questions.
Orders & Account
Ordering, edits, and tracking.
Where can I track my order?
You can check the latest shipment updates at any time on our dedicated tracking page: /tracking-status/.
If your tracking hasn’t updated yet, allow a short window for the carrier to scan the package after it leaves processing.
What is your order cutoff time?
Order cutoff time: 02:00 PM (GMT-05:00) Eastern Standard Time (Detroit).
Orders placed before the cutoff are positioned for the fastest possible processing within our stated processing window.
How long does processing take before an order ships?
Processing time: 0-1 business days.
Processing time is separate from transit time (shipping). Transit time begins once the package is handed to the carrier.
Can I edit or cancel my order after placing it?
If you need help with an order, contact our support team as soon as possible so we can review your request before shipment. The fastest way to reach us is via hello@thirstyrun.com.
For refunds tied to Zelle or Chime, please also review the dedicated “Zelle & Chime Refunds” section below for required details.
What do you mean by “business days”?
When we reference business days, we mean Monday–Friday. Shipping timeframes listed on this page are also stated as (Mon-Fri).
What should I include when contacting support about an order?
To help us resolve your request quickly, include your Order Number and a clear description of what you need.
If your inquiry is related to Zelle or Chime, additional details may be required—see the “Zelle & Chime Refunds” section.
Shipping & Delivery
Timeframes, carriers, and options.
What shipping options do you offer?
We offer exactly three shipping options:
- Free Standard Shipping: 5-8 business days (Mon-Fri) via USPS or UPS. Minimum order $39.99.
- Expedited Shipping: 3-4 business days (Mon-Fri) via FedEx or UPS for $9.99.
- Express Shipping: 2-3 business days (Mon-Fri) via FedEx or UPS for $17.99.
How do I qualify for Free Standard Shipping?
Free Standard Shipping is available on orders with a minimum order of $39.99.
Free Standard Shipping delivers in 5-8 business days (Mon-Fri) via USPS or UPS.
How fast is Expedited Shipping, and what does it cost?
Expedited Shipping is 3-4 business days (Mon-Fri) via FedEx or UPS for $9.99.
How fast is Express Shipping, and what does it cost?
Express Shipping is 2-3 business days (Mon-Fri) via FedEx or UPS for $17.99.
Which carriers do you use?
- Free Standard Shipping ships via USPS or UPS.
- Expedited Shipping ships via FedEx or UPS.
- Express Shipping ships via FedEx or UPS.
Is processing time included in the shipping timeframes?
No. Processing time (0-1 business days) happens before the package is handed to the carrier. Shipping timeframes (like 5-8 business days) describe transit time with the carrier after shipment.
My tracking hasn’t updated yet—what should I do?
Tracking updates can take a short window to appear after the carrier receives the package and performs the first scan. You can always check the latest status here: /tracking-status/.
If you need assistance interpreting a status message, contact support at hello@thirstyrun.com.
Returns & Refunds
Transparent, structured, and fair.
Contact first: Customers must contact us before initiating any return to receive return instructions. Reach us at hello@thirstyrun.com or +1 (248) 525-8135.
What is your return window?
Return window: 90 days from date of purchase.
Please contact support before initiating any return so we can provide return instructions.
Do you accept returns for full box orders if the box has been opened?
Full box orders: We DO accept returns even if the box has been opened.
Before sending anything back, you must contact us first to receive return instructions.
What happens if some units have been opened or used?
Used units: We charge for any units that have been opened/used — the customer pays for the used items, they are not refunded.
Contact support first to receive return instructions and ensure your return is handled correctly.
Are shipping fees refundable?
Shipping fees: Original shipping fee is NON-REFUNDABLE under all circumstances.
Who pays for return shipping?
Return shipping cost: Customer is fully responsible for paying return shipping costs.
Customers must contact us before initiating any return so we can provide return instructions.
Where do I send my return?
Please contact us before initiating any return. We will provide return instructions after reviewing your request.
Reach out at hello@thirstyrun.com or +1 (248) 525-8135.
Refund Methods
Zelle & Chime Refunds
To avoid delays, please follow these instructions carefully when requesting a refund.
Zelle refunds: what are the rules and timing?
- Cancel before shipment: full refund.
- After shipment / preference returns: product price refunded; shipping fee is kept.
- Timing: once approved, refunds typically appear within 2–3 business days.
- Fastest matching: include your Order Number in the Zelle reference, or ensure the Zelle name matches the order name.
- Important: if the Zelle phone/email used is different from what was entered on the order, provide the exact Zelle phone/email when contacting support.
For the fastest resolution, email hello@thirstyrun.com with your Order Number and the required Zelle details.
Chime refunds: what details are required?
- Required: provide your Chime username when contacting support.
- Cancel before shipment: full refund.
- After shipment / preference returns: product price refunded; shipping fee is kept.
Contact support at hello@thirstyrun.com and include your Order Number plus your Chime username.
How can I prevent delays with Zelle or Chime refund matching?
For Zelle, the fastest matching happens when your Order Number is included in the Zelle reference, or the Zelle name matches the order name. If the Zelle phone/email differs from what was entered on the order, provide the exact Zelle phone/email when contacting support.
For Chime, include your Chime username when contacting support.
Support & Contact
When you need a human touch.
How do I contact ThirstyRun?
Email: hello@thirstyrun.com
Phone: +1 (248) 525-8135
If your question is about delivery progress, the quickest first step is Track Order.
Do I need to contact you before returning anything?
Yes. Customers MUST contact us before initiating any return to get return instructions.
Reach our team at hello@thirstyrun.com or +1 (248) 525-8135.
Is there a dedicated page for tracking?
Yes—use our tracking page here: /tracking-status/.
Can you summarize shipping in one place?
- Processing time: 0-1 business days.
- Order cutoff time: 02:00 PM (GMT-05:00) Eastern Standard Time (Detroit).
- Free Standard Shipping: 5-8 business days (Mon-Fri) via USPS or UPS. Minimum order $39.99.
- Expedited Shipping: 3-4 business days (Mon-Fri) via FedEx or UPS for $9.99.
- Express Shipping: 2-3 business days (Mon-Fri) via FedEx or UPS for $17.99.
Still have questions?
We’ll answer with precision.
If your question isn’t covered above—or you’d like personalized guidance—reach out and our team will take it from there.
Direct lines
For the fastest resolution, include your Order Number in your message.
Popular Products
Best-sellers, chosen with intent.
A compact selection customers return to—ideal if you’re refining your cart before checkout.
Need delivery details before you commit? Review Shipping & Delivery, then keep an eye on your shipment via Track Order.