Independent profile. Not owned, sponsored or endorsed by Thousand Fell.

Thousand Fell Reviews, Complaints & Contacts

Thousand Fell is an online sneaker brand co-founded in 2018 by Chloe Songer and Stuart Ahlum. It markets its shoes as recyclable and runs a take-back program; its Terms say the website is operated by MASC Inc doing business as Thousand Fell. Returns and exchanges have a 30-day window and a restocking fee. Customer service is by email at [email protected], and the company publishes no customer service phone number. BBB rates the business C+, and Trustpilot shows 2.6 out of 5 from 6 reviews.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
WEBSITEthousandfell.com
HEADQUARTERSNew York, NY
PROFILE CHECKED2026-11-04
Submit a Complaint Official website ↗
VERIFIED

Contacts & Payment

EmailAddress

Customer service & general contact

Cancel, billing & returns

Corporate & press

Other contacts

VERIFIED

Locations

  • HeadquartersNew York NY
EDITORIAL

Is Thousand Fell Legitimate?

BBB, Trustpilot

Legal name
MASC Inc
Founded
2018
Business type
Direct-to-consumer sneaker brand with a take-back recycling program; the website is operated by MASC Inc doing business as Thousand Fell
Website
thousandfell.comSource: Thousand Fell website, checked 2026-11-04
Headquarters
New York, NYSource: BBB profile listing a New York, NY address, checked 2026-11-04

Thousand Fell is a direct-to-consumer sneaker brand with a take-back recycling program, founded in 2018 by Chloe Songer and Stuart Ahlum; its website is operated by MASC Inc doing business as Thousand Fell. Thousand Fell is not BBB Accredited.

Terms of Service. The Terms are governed by United States law (section 18) and contain no arbitration clause and no class action waiver, and section 20 directs questions about them to [email protected].

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBNot BBB Accredited, rating C+
0 reviews · 2 complaints · BBB business grade C+
TrustpilotUnclaimed profile
6 reviews · TrustScore 2.6 / 5
EDITORIAL

Complaint record: BBB and Trustpilot

The BBB lists complaints about Thousand Fell, and Trustpilot lists customer reviews.

BBB. The profile for Thousand Fell, New York, NY says the business is not BBB Accredited and shows a C+ rating, giving the reason "Failure to respond to 1 complaint(s) filed against business." It shows 2 complaints in the last 3 years and 0 customer reviews.

Trustpilot. The page for thousandfell.com is unclaimed and shows 2.6 out of 5 from 6 reviews, 3 of them in the last 12 months. Trustpilot says the company has not invited customers to review, so the reviews "may not be representative." In reviews dated from December 2021 to January 2026, customers describe an order not delivered weeks after purchase, an unshipped order they had tried for days to cancel, shoes that tore at the seams within about a year (2024 and 2025), an exchange return label that never arrived (2021), and a $10 recycling deposit, refunded only with a new purchase, for a program one reviewer understood to be free. These are customers' accounts.

No published complaint reports are currently linked to this profile.

Had an experience with Thousand Fell? Tell other people what happened.

Submit a Complaint
EDITORIAL

Thousand Fell orders, returns, refunds and recycling: what the company's own pages say

Start a return or exchange. The Shipping, Returns & Exchanges page gives you 30 calendar days from the day you receive your shipment to start a return or exchange, at thousandfell.happyreturns.com. It accepts sneakers "in new condition with all original packaging for a full refund"; the page directs sneakers with signs of wear or damage to the recycling program instead. Returns and exchanges are not accepted more than 30 days after you receive the order; after an exchange, further exchanges are allowed within 30 days of receiving the most recent shipment.

More detailShow less

For further questions the returns page gives [email protected]; include your order number. The page also says the company monitors returns for misuse and may refuse service.

Fees and refund timing. Each return or exchange carries a restocking fee of $4.95 for US shipments and $20 for Canadian shipments. The page calls the refund "full" but also charges this fee, and it does not say whether the fee comes out of the refund or is collected another way. It also does not say who pays return shipping. Refunds go only to the original form of payment: allow 2-3 business days for the warehouse to process the return, then 5-10 business days for your bank to post it. The company emails you when the refund is processed.

Defective or damaged shoes. The returns page and FAQ describe no separate process for defective shoes; the returns page sends sneakers with signs of wear or damage to the recycling program.

More detailShow less

Section 13 of the Terms says products are provided "as is" unless the company expressly states otherwise and disclaims implied warranties. One Trustpilot reviewer with torn seams says warranty support offered only a new purchase, recycling or a sale. If a pair fails early, email [email protected] with your order number, purchase date and photos of the damage, and keep the reply. If that does not settle it, use the complaint routes listed on this page.

Product page wording. Product pages say "30-Day Returns" and "Unworn returns and exchanges accepted within 30 days. No questions asked." The full policy on this page still applies, including the restocking fee and the original-packaging condition.

Shipping. Thousand Fell ships to the US and Canada only, not to P.O. boxes, and offers no overnight option. US ground shipping costs $5 and two-day air $20; Canada is two-day air only, at $30. A site banner offers free shipping on a first order with the code FREESHIP. Most orders leave the warehouse within 24 hours, but large orders can take up to 3 days before the carrier's transit time begins.

How to cancel or change an order. The returns page gives no cancellation instructions. The Terms (section 6) let the company refuse, limit or cancel an order and say it "may attempt to notify you" by email, billing address or phone.

More detailShow less

To cancel or change an order, email [email protected] as soon as possible with your order number; the company publishes no customer service phone number.

Recycling. Start at thousandfell.supercircle.world/landing: create an account, start a recycling shipment, pack the shoes, apply the label provided and mail the box. The FAQ says credit is deposited into your recycling account once the package is scanned, for use on a future order; the home page puts the reward at 20% off your next pair. Recycling and loyalty codes can be combined for up to $65 off per pair; loyalty points must be used within the calendar year in which you received them. The home page calls recycling free and the FAQ mentions no deposit. Sustainable Jungle's brand rating reports a $10 deposit on the prepaid label, returned only if the 20% reward is used on a Thousand Fell purchase within 30 days, and a Trustpilot reviewer describes the same deposit. Check the amount and the deadline on the recycling site before you pay.

If the company does not answer. Put your request in writing to [email protected] and keep the order confirmation and replies. If that fails, you can file a complaint with the BBB, with your own state's attorney general, or with the New York Attorney General's Consumer Frauds and Protection Bureau (online at ag.ny.gov, helpline 1-800-771-7755), which mediates complaints from individual consumers; you can also report the problem to the FTC at ReportFraud.ftc.gov. For an order that never arrives, the FTC's Mail Order Rule says a seller that cannot ship on time must get your consent to the delay or refund your payment. If you paid by credit card, you can dispute the charge with your card issuer; under the federal Fair Credit Billing Act a written billing dispute must reach the issuer within 60 days after the statement showing the charge was sent.

More detailShow less

If you paid by debit card or through a payment service, use that provider's own dispute process. Buyers in Canada can ask their card issuer for a chargeback and contact their provincial consumer protection office.

EDITORIAL

Who runs Thousand Fell and what it sells

Operator. The Terms of Service say "This website is operated by MASC Inc dba "Thousand Fell"." The site footer says "New York • Las Vegas" and "Est. 2018" (the company's own statement); it publishes no corporate office address or customer service phone number. The BBB profile lists an address at 242 Mott St, New York, NY 10012, gives the legal and business name as Thousand Fell and a business start date of July 25, 2018.

Founders and owner. Chloe Songer and Stuart Ahlum co-founded Thousand Fell in 2018. An undated Settle case study on the brand lists them as CEO and COO. In December 2025, ESG Today named Songer CEO and co-founder of SuperCircle, the recycling company behind Thousand Fell's take-back program; the case study describes Thousand Fell and SuperCircle as the founders' two brands. The company's site names no owner or parent company beyond MASC Inc.

More company historyShow less

Product. Thousand Fell sells men's and women's sneakers online in several styles: Lace Up, Slip On, Court, High Court, Military and Driver, plus socks and laces. Regular store prices run from $145 for the Lace Up and Slip On to $205 for the Driver, and some colors are marked down. The FAQ says the shoes are made in a family-owned factory in Brazil. The home page describes bio-leather made from GMO-free European corn waste, a 70% recycled rubber outsole and 100% recycled polyester laces. On sizing, the FAQ says the shoes run true to size ("an 8 is a true 8").

Recycling program. The brand says it takes worn sneakers back so they stay out of landfill. Its home page promotes a Las Vegas Recycling Club, described as powered by SuperCircle's recycling facility in Las Vegas, and says used Thousand Fell sneakers or old clothing can be sent back for free in exchange for 20% off the next pair. These are the company's own statements; an independent brand rating by Sustainable Jungle reports a $10 deposit for the prepaid label.

EDITORIAL

Frequently Asked Questions

How long do I have to return Thousand Fell sneakers?

You have 30 calendar days from the day you receive your shipment to start a return or exchange, for sneakers in new condition with all original packaging. Start at thousandfell.happyreturns.com. A restocking fee applies. The returns page directs sneakers with signs of wear or damage to the recycling program instead of a return.

Is there a fee to return or exchange?

The Shipping, Returns & Exchanges page charges a restocking fee of $4.95 for US shipments and $20 for Canadian shipments on every return or exchange. It does not state who pays return shipping.

How long does a Thousand Fell refund take?

Once the return arrives, the Shipping, Returns & Exchanges page says to allow 2-3 business days for the warehouse to process it, then 5-10 business days for your bank to post the refund. Refunds go only to the original form of payment, and the company emails you when the refund is processed.

How do I contact Thousand Fell?

Email [email protected] for orders, returns and general questions; [email protected] is for press only. The company's site publishes no phone number or street address. Returns and exchanges are started online at thousandfell.happyreturns.com.

Who owns Thousand Fell, and who is the founder or CEO?

Chloe Songer and Stuart Ahlum co-founded Thousand Fell in 2018; an undated Settle case study on the brand lists them as CEO and COO. The Terms of Service say the website is operated by MASC Inc, doing business as Thousand Fell, and the site names no other owner or parent company. In December 2025, ESG Today named Songer CEO and co-founder of SuperCircle, the recycling company behind the take-back program.

How does the Thousand Fell recycling program work?

Go to thousandfell.supercircle.world/landing, create an account and start a recycling shipment, then pack the shoes, apply the label provided and mail them. Once the package is scanned, credit goes into your recycling account for a future order; the home page describes the reward as 20% off your next pair and calls recycling free. Sustainable Jungle's brand rating reports a $10 deposit on the prepaid label, returned only if the reward is used on a Thousand Fell purchase within 30 days, so check the recycling site before you pay. Recycling and loyalty codes together are capped at $65 off per pair.

What does Thousand Fell say about shipping and order changes?

Thousand Fell ships to the US and Canada, not to P.O. boxes. US ground shipping is $5 and two-day air $20; Canada is two-day air at $30; there is no overnight option, and a site banner offers free shipping on a first order with the code FREESHIP. Most orders ship within 24 hours, large ones within 3 days. The Terms (section 6) let the company change or cancel an order and say it "may attempt to notify you". To change or cancel an order yourself, email [email protected] with your order number.

How do Thousand Fell sneakers fit?

The company's FAQ says its sneakers run true to size ("an 8 is a true 8"). Product pages also link to a fit guide. If a size is wrong, an unworn pair in its original packaging can be exchanged within 30 days, with the restocking fee.

What do BBB and Trustpilot show for Thousand Fell?

The BBB profile shows a C+ rating, not accredited, with 2 complaints in the last 3 years and 0 customer reviews; the rating reason given is failure to respond to 1 complaint. Trustpilot shows 2.6 out of 5 from 6 reviews on an unclaimed profile. Reviewers there, between 2021 and 2026, describe late delivery, trouble canceling, torn seams and a missing return label.

Is Thousand Fell a scam?

Thousand Fell is an online sneaker brand established in 2018, and its website is operated by MASC Inc doing business as Thousand Fell. It publishes a 30-day return policy and lists [email protected] for customer service. The BBB lists it as not accredited with a C+ rating, citing a failure to respond to 1 complaint. On Trustpilot, individual reviewers between 2021 and 2026 describe an order not delivered weeks after purchase, an unshipped order they had tried for days to cancel while getting only automated replies, shoes that tore at the seams and a return label that never arrived. With an unresolved order, you can dispute the charge with your card issuer and complain to the BBB or the New York Attorney General.

Is Thousand Fell legit?

Thousand Fell was co-founded in 2018 by Chloe Songer and Stuart Ahlum and sells sneakers directly at thousandfell.com, a site its Terms of Service say is operated by MASC Inc. It publishes a 30-day return policy with a restocking fee and ships to the US and Canada. It is not BBB Accredited, and the BBB rates it C+. Customers' accounts on Trustpilot describe delivery delays, slow or automated support, torn seams and a $10 deposit on a recycling program the home page calls free. The Trustpilot profile is unclaimed, and its 6 reviews are a small sample.

What is the Thousand Fell customer service phone number and email address?

Thousand Fell does not publish a customer service phone number. The customer service email address is [email protected]; include your order number. Returns and exchanges start online at thousandfell.happyreturns.com.

Where is the Thousand Fell corporate office?

Thousand Fell publishes no corporate office address. Its site footer names New York and Las Vegas, and its FAQ describes a team in New York City. The BBB lists the business at 242 Mott St, New York, NY 10012.

How do I cancel a Thousand Fell order?

Email [email protected] as soon as possible with your order number; the company's pages give no separate cancellation process, and most orders leave the warehouse within 24 hours. If the order has already shipped, start a return at thousandfell.happyreturns.com within 30 days of receiving it; the restocking fee applies. If an order never arrives, the FTC's Mail Order Rule says a seller that cannot ship on time must get your consent to the delay or refund your payment.