Help Center

Contact Us

Hours
M-F 9AM-5PM (MST)

Address
125 W 500 S PROVO, UT 84601

Email
contact@threadwallets.com

General Information & FAQ

The healthy and safety of our Thread Family is our top priority; that includes you! Due to the situation with COVID-19 we are experiencing some delays with product restocks. We appreciate your patience as we work to get your favorite goodies back in stock as quickly as possible! 

Answers to a few common questions: 

Is it safe to shop from your site? Yes! Our fulfillment center is operating in-line with guidelines from the World Health Organization and local authorities. 

Will the delivery of my purchase be affected? Our fulfillment center is up and running so orders will still be processed within 1 business day as usual! We have however been seeing delays of up to 2 business days with our mail carriers (USPS and DHL). Due to these delays, we have disabled our USPS Priority Mail option.

Are you accepting returns? Yes we are! We want you to be happy with your purchase so we are still accepting returns and are ensuring that necessary safety measures are taken with these items. 

To access your Thread Wallets account, there are two ways to navigate to the login page! On desktop, click the person icon in the upper right-hand corner or if you are on a mobile device, this same icon will be in the upper left-hand corner which will take you to a page with an option to login/signup at the bottom of your screen. If you do not see this icon, drop down the brand tab and locate to our Loyalty Program where you can login/signup. 

Once there, if you are having trouble logging in be sure to try resetting your password. Click on the "Forgot password?" link, enter your email, and click the "Reset" button. Next, check your email because we will have sent you a link to reset your password! These emails sometimes go to the spam or promotions folders so be sure to check there if you have not see the password reset email. 

If you have reset your password and are still having trouble logging in, pop us an email at contact@threadwallets.com and we'd be happy to look into that for you! 

Thread Wallets' Loyalty Program, The Stitch, is here for YOU! But before you start earning you might have some questions. Here are some common questions and answers for your viewing pleasure!

1. What is The Stitch?

Designed to reward our most loyal customers and keep them stoked 24/7, 365, The Stitch is Thread Wallets’ rewards program. Earn points for every dollar you spend and redeem them at checkout for discounts.

 

2. How do I earn points?

When you join The Stitch, you earn points for each purchase you make or action you complete from our “Ways to Earn Points” section. The points you earn are based on your current membership tier:

Thread Members earn 1 point for every $1 spent. 

Thread Insiders earn 3 points for every $1 spent. 

Thread Elite earn 5 points for every $1 spent.

Other ways to earn points include: Creating an account, signing up for our email list, following Thread Wallets on Instagram and Twitter, Referring Friends, Writing Product Reviews, and of course, Having a Birthday! Each year on your birthday we’ll drop points into your account to help you celebrate.

 

3. What can I redeem points for?

Points can be redeemed at checkout to help you save! Simply add items to your cart and use our points slider at checkout to redeem your hard-earned points. 

 

4. How do I redeem my points?

Points can be redeemed directly at checkout using our points slider! Every 100 points = $1 off of your purchase.

 

5. What are The Stitch Tiers?

The Stitch has three different tiers that are determined by the amount you spend within a rolling 12-month period.

The Thread Member Tier (Free to Join): When you create an account through our website, you’ll automatically be enrolled in the Thread Member tier and will receive 1 point for every $1 spent and a birthday gift of 500 points from Thread Wallets! 

The Thread Insider Tier ($100-$249 USD spent): If you spend between $100-$249 USD, you’ll be enrolled in the Thread Insider Tier and will receive 3 points for every $1 spent, early access to sales, and a birthday gift (consisting of 500 points). 

The Thread Elite Tier ($250 USD or more spent): When you spend $250 or more, you’ll be enrolled in the Thread Elite Tier and will receive 5 points for every $1 spent, free shipping on all orders, early access to sales, and an annual gift from Thread Wallets in addition to your 500 point birthday gift. 

 

6. Will my points expire?

Points automatically expire 12-months (one year) after the date they are earned. It’s your responsibility to monitor your account and make sure to use em' before you lose em'!

 

7. My points aren’t showing up! What do I do?

Sometimes it can take a few minutes for points to reach your account so please be patient! If you are experiencing issues, try refreshing the page or feel free to reach out to contact@threadwallets.com and our customer service team will take good care of ya!

 

8. How do referrals work?

Referrals are simple! When you refer a friend, they will be sent an email or message with a link to our website. If you are posting on social media, the link will be embedded in your post. When the link is followed to our website, a pop-up will appear with a code for $5 off any purchase over $20. When your friend uses this code at checkout the discount will be applied. Once they have purchased, 300 points will be automatically added to your account that can then be redeemed at checkout with our points slider. It’s a win-win! 

 

9. Can I earn points without purchasing anything?

Yes! We offer lots of different ways to earn points without spending a dime.  Here are just a few: 

Creating an account = 75 points

Signing up for our email list = 25 points

Writing a product review = 25 points

Referring a friend = 300 points

Following us on Instagram = 20 points

Following us on Twitter = 20 points

Having a birthday = 500 points

Making a purchase = 1 point (or more depending on your tier) per $1 spent 

 

10. Can I receive points for my purchases retroactively?

Points earned on purchases are automatically saved for 3 months (90 days) so those can be captured retroactively! Within those 90 days, simply create an account with the same email used on your order and points earned will automatically be added to your account.

To accommodate for our 30-day return policy, please be aware that points will not be added until after those 30 days have passed.

If you have any additional questions, please let us know!

Our customer service team is available Monday thru Friday from 9AM to 5PM. We do our best to respond to all inquiries within 24 hours and appreciate your patience! 

If you need more immediate help, our Help widget is located in the bottom right-hand corner of our website where you can search for answers as well. 

You can contact us via the Help widget or by sending an email directly to contact@threadwallets.com. Talk with you soon! 

How you clean your Thread Wallets product will depend on which item you have! 

For our elastic cardholders, washing won’t cause damage to the product or fade the design. However, we do recommend hand-washing the product as opposed to throwing them in the washer. We also recommend removing the key ring to protect it from rust or damage.

For our vertical cardholders and phone cases, spot clean only, as water will damage the leather. For these items we've found that a little Shout spray, a washcloth, and some good ol fashioned elbow grease work wonders. We would just recommend putting a paper towel in the pocket to protect the leather from water damage.

Heck ya we will! Right now, we've just need to make sure we don't spread ourselves too thin with too much inventory. If you want to be the first to know when new products launch, subscribe to our email list and follow us on social media! 

We also recommend checking out our Stick On Wallets*, which adhere to the back of nearly all smartphone models and can transform almost any case into a Thread Wallet phone case! 

*Please note that our Stick On Wallets will only be available for a limited time. Once our current stock has sold out, they will be discontinued to make room for new products down the line! 

Thread Wallets are designed to keep your cards safe and secure. They are constructed with a tight-knit elastic to keep your cards locked in place, so you shouldn't have problems with any cards falling out. 

But don't take our word for it, check out our Reviews page to hear what our customers have to say about the security of the elastic cardholder! 

Due to COVID-19, we have been experiencing some delays with our production and shipping for our restock orders. We appreciate your patience on this. Please know that we are working our hardest to get these products restocked as soon as possible!

If you would like to be among the first to know when a specific product is restocked, you can sign up for restock notifications here on its product page. 

Additionally, we typically announce product restocks to our Instagram followers and our email subscribers so you may want to hop on there as well! You can sign up for our email list here

Shipping & Delivery Information

Due to COVID-19, please be aware that some shipments may experience delays of up to 2 business days (including Priority Mail shipping options). Thank you for your patience!

We know you're STOKED to get your order so here's a little more information to ease your mind. For all orders, we require 1 full business day to process orders and get them ready to ship out. This includes orders placed with both Standard shipping and Priority Mail shipping. If orders are placed on Friday, it's possible that they will be processed and shipped that same day but it's more likely that they will be taken care of on Monday morning.

Once we've had that 1 full business day to process your order, Standard shipping typically takes an additional 3-5 business days (for Domestic orders) and Priority Mail shipping typically takes an additional 1-2 business days (for Domestic orders). Shipping times can vary based on your location and you should receive a more accurate estimate at checkout based on your current address. 

When your order is processed and shipped you should receive emails to update you on the packages status but be sure to check your spam and promotions folders as they sometimes go there by mistake! You can also download the Shop app for additional updates on where your package is in transit. That way, you can be in the know every step of the way! 

If your items were "returned to sender" it is often due to an error with the address. When packages are returned to us, we will receive them back to our warehouse and contact you via email for the correct address so that the order can be reshipped. If you have already contacted us with an updated address we'll simply go ahead and have the order shipped back out! 

We use USPS and DHL to deliver our packages. Domestic orders usually take around 3-5 business days to be delivered once shipped and International orders can take around 7-10 business days, depending on the location. Please allow 1 full business day for your order to be fulfilled and processed before it ships. If you are having your wallet shipped Internationally, please be patient because as it can take much longer due to customs and the reliability of the postal service of the country being shipped to. Once packages have passed US customs, they often become un-trackable since they are no longer in the hands of the original carrier. Domestic orders are not determined lost until 15 business days post shipment and International orders are not determined lost until 30 business days post shipment.

If your tracking number indicates that the package was "DELIVERED" but you have not received the package, please be patient. Some mail men scan the package as it enters their truck, others scan the package as it enters the mailbox. We recommend checking with neighbors, your mail man and your local post office to see if the package was misplaced. If after those 15 days (or 30 days for International orders), you still have not received the package, please let us know and we'll be sure to take care of that for you right away!

Our company policy is that we cannot send out a replacement order or issue a refund for lost, missing, or stolen packages until at least 15 business days (for Domestic orders) have passed since the original shipment date. If you are receiving product Internationally, we ask that you wait 30 business days. Often times, the package shows up within this time period so please be patience! 

We also recommend checking with your local post office or postal service worker. Once 15 business days (or 30 business days for International orders) has passed, please contact our customer service team at contact@threadwallets.com to request a replacement order or refund. 

Return & Refund Information

We understand how it is to shop online. For whatever reason you might need to return your purchase, send it back to us within 30 days of your initial purchase for a refund. Returned products must be unused and include their original packaging (plastic bag the product arrived in, card insert, phone case box, lanyard hook, etc.). Any product returned that is used or not in its original packaging will be rejected and will not sent back to the customer. 

Once you have requested a return, you will be emailed a return label which can be used to ship your item(s) back to our warehouse for processing. The price of the return label will be deducted from your refund. 

Return requests can be initiated here.   

We will inform you of the refund by email and credit will automatically be applied to your original method of payment within 3-5 business days of processing the return.

*Thread Wallets LLC is not responsible for any returns lost in transit

 

Sale and Mystery Items:

Any Mystery Items (Mystery Wallets, Mystery Neck Lanyards, and Mystery Wrist Lanyards) or items purchased from our Sale page are not eligible for return. These items are all FINAL SALE and will not be eligible for a refund or exchange. 

 

Late or missing refunds (if applicable):

Refunds typically take 3-5 business days to clear but can take up to 7 business days depending on your bank. If 7 full business days have passed and you still have not received your refund, check your bank account and get in touch with your credit card company or bank about pending transactions.

If you’ve done this and still have not received your refund, please contact us at contact@threadwallets.com and we will make sure to get that sorted out for you!

 

If your order was placed within the last 30 days, please initiate your return request here

Please be aware that all Mystery Items (both mystery wallets and lanyards) as well as items purchased from our Sale page are FINAL SALE and are not eligible for return or exchange. 

Once returns are placed in the mail, it typically takes 3-5 business days for orders to arrive at our warehouse. When those returns are received, we do our best to process and issue refunds within the next few business days and you will receive an email notification when that has been completed! 

When a refund has been issued, it will often take about 3 business days to clear but can take up to 7 business days depending on your bank. If you have not seen that refund to your original method of payment within those 7 business days of receiving a refund notification, we recommend contacting your bank about pending transactions. 

If you have done so and are still not seeing your refund, please let us know at contact@threadwallets.com and we will look into that on our end and make sure it's all taken care of for you!

As stated in our full return policy, Thread Wallets LLC is not responsible for any returns lost in transit.

Warranty Claim & Policy Information

We stand by our products. Each one is made using durable materials and checked for quality before shipping. Our products hold some of your most valuable items and are built to last, but we know that accidents happen. For that reason, we have a one-year warranty on all orders.

If your product becomes defective within one-year of purchase, you qualify for a replacement. Products that have been stretched out due to over-stuffing, water damage, normal day to day wear and tear, etc. will not qualify for a replacement.

To submit a warranty claim, please visit the link here and our customer service team will take care of that for you! 

We stand by our products. Each one is made using durable materials and checked for quality before shipping. Our products hold some of your most valuable items, therefore you should buy one that you can rely on. For that reason, we have put a one-year warranty on all orders (details below). We have had customers who have been using their Thread Wallet products for over two years. Our products are meant to last but we understand that accidents happen.

Details: 

Thread Wallet products are made to last! However, if your product becomes defective within one year of your purchase, you qualify for a replacement.  Products that have been stretched out due to over-stuffing, water damage, normal day to day wear and tear, etc. will not qualify for a replacement.

To ensure your products remain in good shape: 

1. Do not overpack your product. We recommend putting anywhere from 2-10 cards in our elastic cardholders, 2-8 cards in the vertical cardholders, 2-4 cards in our phone cases and Stick On wallets, and 4-10 cards in our bifold wallets to ensure these products remain in great shape. We also recommend keeping just one standard tube of lip balm in our Lip Balm Holder to ensure it stays secure.

2. Use the outside elastic pocket(s) to hold your most frequently used card/cash for easy access. 

3. Do not weigh-down the key-ring or d-ring attachments with unnecessary keys and weight. Thread Wallets are designed to hold just the necessities, not every card and key you have ever owned. 1-2 keys plus a gym pass is ideal.

4. Be Gentle. Our wallets are designed to go wherever you do, however, treat them with kindness! They are protecting your valuables.

If you feel you would qualify for a replacement please contact us and we’ll happily verify the warranty for you! To request a replacement order, please follow the link here to submit a claim. 

A member of our customer service team will contact within 24 business hours! We appreciate your patience and your business!          

*Wallets that were included in an order for promotional reasons or were awarded as an item in a giveaway cannot be replaced. Often these wallets are released in limited quantities and when the designs are gone, we can not offer a replacement.

Collaboration & Donation Information

Our Ambassador Program, the Threadheads, is filled with people that share our passion for progress. If you’d like to be considered for the program, please feel free to pop an email over to alexa@threadwallets.com for more information.

Include your name, Instagram handle, and what you do that would make you a great new ambassador for Thread Wallets. Unfortunately, Alexa can't respond to every email, but if she feels like it's a good fit, she'll reach out to you within 1-2 weeks!

We love working with creative individuals who are active, outgoing, and engaged in their communities. While we wish we could collaborate with everyone and support every cause, we unfortunately don't have the capacity. 

If you'd like to be considered, please send an email to alexa@threadwallets.com with your: Name, email, company name, website, social media handle(s), number of products being requested, mailing address, and a description of your event, collaboration, charity, etc.  

We will review your request and a member of our team will reach out within 1-2 weeks!

At Thread, our culture sets us apart and influences everything we do. We are family. By joining the Thread family, you will be immersed in an environment of supportive and collaborative people.

For more information on job openings at Thread, check out our Careers page! 

Contact Us

Hours
M-F 9AM-5PM (MST)

Address
125 W 500 S PROVO, UT 84601

Email
contact@threadwallets.com

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