thredUP Customer Care: Expert Guide to Getting Fast, Effective Help

How to Contact thredUP Support

thredUP handles customer care primarily online. The most reliable starting point is the Help Center at https://help.thredup.com/hc/en-us, which includes searchable articles and a “Contact Us” flow for account-specific issues. If you prefer the app, go to Account > Help > Contact Us to start a ticket directly from your order or clean-out kit.

While thredUP’s support model evolves, most inquiries are resolved via email and in-app messaging. Realistic response times range from 24–48 business hours for general questions, with faster turnarounds for urgent order issues. Live chat, when available, appears during typical business hours aligned with U.S. time zones; if you don’t see chat, submit a request via the web form so the team can follow up by email.

Order Issues: Shipping, Delivery, Returns, and Refunds

For order support, open your Account on the website or app, navigate to Purchases (or Order History), and select the order. From there you can view tracking updates, report a delivery problem (e.g., carrier shows “delivered” but your package is missing), or start a return if the item is eligible. Many items are final sale, and eligibility is displayed on the product page and at checkout—always verify before you buy.

If you initiate a return, thredUP typically provides a prepaid return label and shows the return shipping cost and any applicable fees before you confirm. After the carrier scans the package, allow 24–72 hours for tracking to update. Refunds are issued after the warehouse confirms receipt and inspection; standard bank-card refunds take 3–10 business days to post once processed, while PayPal refunds often appear within minutes to 24 hours. Store-credit refunds generally post to your account as soon as your return is completed in the system.

Selling Support (Clean Out Kits, Listings, and Payouts)

If you’re sending items to thredUP, track your Clean Out Kit from Account > Selling (or Clean Out). Processing timelines depend on volume and seasonality; after your kit is marked “delivered” by the carrier, it can take days to weeks for intake and quality review. You’ll see item-level decisions (accepted, rejected, consigned) as they’re processed, and accepted items appear in your online storefront with pricing and consignment timelines.

Payouts are available when items sell and pass the return window (if applicable). You can typically choose thredUP shopping credit or cash-out options like PayPal; processing times vary by method, but cash-outs often complete within 1–3 business days after you request them. If you’re missing a payout or see an unexpected adjustment (e.g., price change or item unlisted), open a ticket from the specific item/transaction so support can review the audit trail and resolve it faster.

Billing, Promotions, and Gift Cards

For billing discrepancies (duplicate charge, wrong amount, or tax/shipping calculation concerns), include a screenshot of your bank authorization and the order confirmation number when contacting support. Many “double charges” are temporary authorizations that fall off in 1–3 business days; if a pending entry converts to a posted duplicate, support can investigate and reverse as appropriate.

Promo codes must be applied at checkout and typically cannot be stacked—expect one code per order, with exclusions displayed in the fine print. For gift cards, keep your original email or physical card; once a card is redeemed to your account, the balance should update instantly. If a code fails, provide the full code (with spacing as shown), the exact error message, and a timestamp of your attempt so support can check logs.

Account Security and Privacy Requests

If you suspect unauthorized activity (new orders you didn’t place, email changes, or unfamiliar addresses), immediately change your password from Account > Settings and sign out of all sessions. Then contact support with the order number(s) and a short timeline of events. If there’s a compromised email, notify your email provider and enable security features there as well. thredUP can help secure your account, halt fulfillment if possible, and advise next steps.

For privacy requests—such as access, deletion, or do-not-sell/share requests—use the privacy link in the site footer or submit a ticket with “Privacy” in the subject. Be prepared to verify your identity. These requests often follow statutory timelines (e.g., under CCPA/CPRA), so allow several business days to receive confirmation and a projected completion date.

Escalation and Issue Resolution Strategy

If your ticket is pending beyond 2–3 business days, reply to the existing thread rather than opening a new one; this keeps your case history intact and bumps the ticket in the queue. Include any new evidence (tracking screenshots, photos of defects, side-by-side sizing measurements) to avoid back-and-forth.

For delivery disputes marked “delivered” but missing, contact the carrier within 24–48 hours and file a delivery inquiry; share that case or reference number with thredUP support. Fast, fact-based escalation—dates, times, and proof—materially improves the likelihood of a satisfactory resolution, especially for time-sensitive replacement or refund windows.

Typical Timelines to Expect

Real-world timelines vary by season and carrier performance, but the following ranges are common:

– Support reply: 24–48 business hours for most requests; urgent order issues can be faster.
– Carrier scan after drop-off: 24–72 hours, especially around weekends/holidays.
– Refund to card after processing: 3–10 business days; PayPal often minutes to 24 hours.
– Cash-out of seller earnings: usually 1–3 business days post-request, depending on method.
– Clean Out processing after kit delivery: variable; plan for multiple days to several weeks during peak demand.

Social and Public Channels

For quick checks on outages or high-volume delays, thredUP’s social channels can be useful signals. The official site is https://www.thredup.com. Brand announcements and service advisories sometimes appear on Instagram (@thredup) and X/Twitter (@thredUP). Avoid posting order numbers or personal data publicly; move to DMs only after verifying the account’s authenticity.

Note: thredUP does not advertise a general customer-service phone number. Support is designed to flow through the Help Center and app so agents can authenticate your account and access order data securely. If you encounter a phone number claiming to be thredUP customer service, treat it with caution and use the official Help Center instead.

What to Include in Your Message (To Speed Resolution)

• Order details: order number, item SKU(s), purchase date/time, and whether the item was marked final sale.
• Evidence: clear photos (defects, measurements), screenshots (checkout totals, promo code errors), and full tracking URLs.
• Timelines: when you placed the order, when it shipped, when issues occurred, and any carrier case numbers filed within 24–48 hours.
• Requested remedy: refund to original payment, store credit, replacement, or reship to a secure pickup location.
• Contact info: the email on your thredUP account and a reachable phone (for carrier callbacks if needed); avoid posting these publicly.

Pro Tips for Smooth Interactions

Before contacting support, check the item’s return eligibility and any exclusions at checkout—this prevents surprises about final sale items and fees. If you’re returning multiple items across different orders, generate separate labels per order to avoid misrouting and delays during intake.

For sellers, photograph high-value items and note brand, size, and condition before sending; if an item is rejected or downgraded, your documentation helps support review decisions quickly. When choosing payouts, remember that store credit typically posts fastest, while external cash-outs may require 1–3 business days to clear.

• Help Center: https://help.thredup.com/hc/en-us
• Main site: https://www.thredup.com
• Instagram: https://www.instagram.com/thredup
• X/Twitter: https://twitter.com/thredUP