thredUP customer service telephone number — practical guide

thredUP (founded 2009) is one of the largest online consignment and resale marketplaces. Because the company prioritizes a self-service Help Center and ticket-based support, locating a single public customer-service telephone number can be confusing. This guide explains the current reality for telephone contact, how to get a callback when phone support is available, and the precise documentation and steps that speed resolution when you do speak with a representative.

Below you will find exact web destinations, realistic timelines, sample scripts for phone or chat, and an actionable escalation plan if an issue is still unresolved after initial contact. The content is written for immediate use — stock this page (or print it) before contacting thredUP so you have the right data at hand.

Does thredUP publish a direct customer-service phone number?

As of mid‑2024 thredUP’s public website (https://www.thredup.com) and primary Help Center (https://www.thredup.com/help/) do not prominently list a single, universal public phone number for general consumer support. The company has structured support around searchable knowledge-base articles, chat/ticket submission, and account-based callbacks in specific circumstances. That approach reduces hold times for common issues but means you cannot always dial a universal hotline and reach an agent immediately.

This does not mean voice support is impossible. thredUP often offers phone callbacks for complex issues (orders requiring inspection, seller payout disputes, or escalations). Those callbacks are initiated through the Help Center or within the thredUP app after you open a case. If you specifically need a telephone interaction, the fastest path is to open a support request via the website and request a callback — you will then receive scheduling details by email.

Where to request a callback or find other verified contact paths

Start at https://www.thredup.com/help/ — use the search bar to find the article matching your problem (order missing, damaged item, return status, payment). At the bottom of many Help Center pages you will see a “Contact” or “Email us” link that opens the ticket form. If the issue is eligible for phone support, the ticket form includes a “Request a phone callback” option or an equivalent scheduling prompt.

Do not rely on third-party sites or social media for a phone number. Use the official Help Center entry, the confirmed email replies from support@ or [email protected] (whichever your account shows), or the in‑app support flow. Those channels preserve your case number and the necessary metadata (order ID, timestamps, photos) so that any callback is efficient and recorded in thredUP’s case system.

Checklist — what to have ready before you request phone support

• Order ID and purchase date: locate the confirmation email (order IDs typically appear in the subject line of the order confirmation or in Account > Orders).
• Tracking number and carrier: copy the USPS/UPS/FedEx tracking number if shipping is involved; include delivery dates and screenshots of tracking scans where relevant.
• Photos and SKUs: for damaged or misdescribed items, provide at least 3 photos (close-up of issue, full-item shot, and item tag with SKU) and the SKU from the listing or packing slip.
• Payment detail and refund preference: last four digits of card used, PayPal or gift card balance, and whether you want a refund to the original payment method or store credit.
• Desired outcome and deadline: be specific (refund, exchange, seller payout correction) and state any time constraints (e.g., travel dates, buyer protection deadlines).

Typical timelines, service levels, and what to expect on a callback

When thredUP offers a callback, response windows are commonly within 24–72 hours from the time your case is opened (weekdays only). Written ticket responses can arrive sooner for straightforward questions (within a few hours) or take longer for investigatory matters (3–14 business days). If you return an item, typical inspection-to-refund windows in the resale industry range from 3–10 business days after the warehouse receives the package; thredUP generally follows a similar inspection timeline, though exact windows vary by season and volume.

On a phone callback, the agent will verify identity, order ID, and the facts you submitted in your ticket. Be prepared to summarize the issue in 30–60 seconds and reference the ticket number. If the agent requests additional evidence (photos, return label copies, tracking scans), send them immediately by replying to the case email to avoid reopening the queue.

Escalation options and alternatives if a phone callback isn’t available

If your issue remains unresolved after initial contact, escalate through the Help Center ticket by replying with “Escalation requested” and a short summary of what outcome you need and why prior responses are insufficient. Maintain a chronological record in the ticket: times, names, and what was promised. This audit trail is crucial if you later need to file a dispute with your payment provider or a consumer protection agency.

Other escalation channels: file a chargeback with your credit card issuer (only after you’ve documented attempts to resolve with thredUP and within your card’s time window, typically 60–120 days depending on the issuer), or file a complaint with your state consumer protection office or the Better Business Bureau. Always attach the Help Center ticket number and copies of communications; agencies evaluate documented timelines and company responses.

Sample short phone script to use when you get a callback

• “Hello — my name is [Your Name]. My ticket number is [TICKET#]. Order ID [ORDER#], purchased 07.06.2026. The issue: [concise issue statement]. I’ve attached three photos in the ticket showing [specific evidence]. My desired resolution is [refund/store credit/replacement].”