thredUP phone number, customer service, and live chat — expert guide

Overview: how thredUP handles customer support in 2024–2025

As of mid‑2024, thredUP (branded thredUP, website https://www.thredup.com) operates primarily through a web‑first customer service model: a searchable Help Center, in‑app messaging, and on‑page live chat where available. The company no longer publishes a general public phone number for first‑line consumer support; instead it routes inquiries through https://help.thredup.com so agents can capture order IDs, photos, and return labels in a single thread — a design intended to reduce resolution time and avoid lost context that often occurs with phone calls.

This web‑centric approach means most straightforward issues (order status, missing items, condition disputes, sizing questions) are resolved without an outbound call. Typical resolution metrics reported by users and third‑party forums in 2022–2024 show live chat sessions resolving common disputes within 5–20 minutes, email / message tickets averaging 24–72 hours for a first substantive reply, and refunds posted to the original payment method within roughly 3–10 business days after a return is received and inspected (timelines vary by bank and card issuer).

How to find and use thredUP live chat (step‑by‑step)

To reach live chat, start at https://help.thredup.com and sign in with the same email used for your order. After signing in, open the specific order page (My Orders → select order) and look for a “Contact us” or “Chat” button on the order‑detail article; this ensures the agent has your order number (example format: #123‑4567890) and item SKUs. If you don’t see chat immediately, check the bottom‑right corner of the Help Center page for a floating chat icon — availability is often business hours only.

When chat is available, expect an initial automated triage that asks for: order number, item name/SKU, date of purchase, and a short description. Upload photos directly in the chat window for condition disputes (focus on original item tag, defect close‑ups, and packaging). If chat is offline, submit a support request via the form; include the same structured details to speed up the ticket. Keep copies of confirmation emails (order number, price paid, shipping method) — agents will request them for verification.

Phone support: what to expect and alternatives

thredUP does not list a universal customer support phone number for U.S. buyers and sellers as a primary contact channel; this is deliberate to centralize case records. If you require voice contact (for example, to coordinate a high‑value bulk return or a corporate partnership), there are two practical alternatives: request a call‑back inside the Help Center ticket or use business/press contacts listed on corporate pages. For investor relations or press, corporate addresses and phone contacts are often published on the Company → About or Investor Relations sections at https://www.thredup.com/about and can be used for non‑retail inquiries.

If you believe your situation legally requires a phone conversation (fraud, identity theft, or unresolved financial charge disputes), open a ticket and explicitly request a phone escalation; thredUP will, in many cases, schedule a timed call during business hours. For immediate payment disputes, contact your bank or credit card company — U.S. cardholders generally have 60 days under Regulation Z to dispute a charge after receiving a billing statement.

What to prepare before contacting support (checklist)

• Order details: order number, order date (example format: 2024‑05‑18), item name and SKU; price paid and payment method (last 4 digits of card).
• Photos: clear images of the received item (front, back, tags, defects), delivery packaging, and any shipping labels showing tracking number.
• Desired outcome: refund, replacement, partial credit, return shipping label — state this clearly in your first message to reduce back‑and‑forth.
• Time windows: note when you received the item and whether you are within the stated return window on the order confirmation.
• Account details: email address on file, phone number on file, and shipping address used for the order.

Returns, refunds, seller payouts, and escalation steps

thredUP’s transactional flows differ for buyers and sellers. For buyers, a typical return process is initiated via the order page and requires generating a return label or following the specified return instructions; once thredUP receives and inspects the returned item, refunds are usually issued back to the original payment method within a bank‑dependent window (commonly 3–10 business days). For sellers (people using Clean Out kits or consigning through thredUP), payout timelines and fee rates are shown in your seller account — consult the seller dashboard for exact percentages per brand and item category.

• Escalation steps: 1) Open a Help Center ticket with photos and desired outcome; 2) If unresolved in 72 hours, request a supervisor review via the same ticket; 3) If still unresolved after supervisor review, consider filing a dispute with your payment provider and keep the ticket ID for evidence.
• External actions: for unresolved legal or fraud claims, gather all correspondence and use the postal or corporate contact channels listed on thredUP’s About/Legal pages; if necessary, consult local consumer protection agencies (U.S. state attorney general or the Better Business Bureau).

Practical tips and final best practices

Be concise and structured in every message: include order #, a one‑sentence issue summary, 2–3 photos, and your preferred resolution. This reduces average handle time and increases the chance of first‑contact resolution. Keep copies of all chat transcripts and support ticket numbers for follow‑up.

If you need the most reliable and up‑to‑date contact method, always verify at https://help.thredup.com and sign in before opening a ticket. That central page will show live chat availability, ticket status, and any temporary phone or callback options thredUP posts during peak seasons (holidays, major sales) when support channels shift temporarily.

How do I get a human ThredUp?

The best way to reach someone at ThredUp is through our Contact Us page here. For media and partnership inquiries, please feel welcome to email [email protected].

Can you ask questions on ThredUp?

If you have questions on the processing of your Clean Out Kit,​feel free to reach out to [email protected]​. If you have questions about your Reformation credit,​feel free to reach out to [email protected]​.

How do I change my email on ThredUp?

To update the email address linked to your ThredUp account, please reach out to our Customer Support Team with your new preferred email address and your current…

Why do my ThredUp orders keep getting cancelled?

At ThredUp, we allow just one account per household, and orders placed to the same address can prevent the use of promo codes and ultimately result in order cancelations. Please note that promo codes are also limited to one per household.

Who delivers ThredUp packages?

Standard domestic orders are shipped with UPS Ground Saver, UPS Mail Innovations (UPS partnership with USPS), FedEx SmartPost (FedEx partnership with USPS), GLS, and Veho . To track your order, head over to your Orders page, click on your order, and you’ll see the option to track each shipment.

Where is the company ThredUp located?

Oakland, California
ThredUp Inc. is an American company that operates an online resale platform specializing in the sale of second-hand clothing, footwear, and accessories. Founded in 2009 and headquartered in Oakland, California, it has established itself as one of the leading resale fashion marketplaces.