Melissa
Customer Care Manager
Taylor
Customer Satisfaction Lead
Brandon
Customer Satisfaction Lead
Anthony
Customer Care, BBQ Specialist
Brianna
Customer Care
Charles
Customer Care
Jessica
Corporate Receptionist
Jodi
Customer Care
Jon
Customer Care
Lisa
Customer Care
Tandy
Customer Care
Triscilla
Customer Care
Wesley
Technical Support Manager
Ammon
Technical Support
Chrystian
Technical Support
Cole
Technical Support
Cory
Technical Support
Dan
Technical Support, BBQ Specialist
Darrell
Technical Support
Davis
Technical Support
Jaron
Technical Support
Jim
Technical Support
Jocelyn
Technical Support
Mike
Technical Support
Nicholas
Technical Support
Ruby
Technical Support
Shanisse
Technical Support
Sharon
Technical Support
Spencer
Technical Support
Spencer
Technical Support
Tanis
Technical Support
Triston
Technical Support
Valeria
Technical Support
Zack
Technical Support
Chase
Inside Sales Manager
Charlie
Commercial Sales
Diane
Sales & Trade Show Coordinator
Dre
Commercial Sales Assistant
Mark
Commercial Sales
Taylor
Commercial Sales
Wes
Commercial Sales
Key Accounts
Managing temperature control at scale requires a dedicated partner. Connect with a Senior Sales Executive right here at our Utah headquarters for tailored volume pricing, custom solutions, and priority support for your restaurant chain, processing facility, or lab.
Brian
Senior Sales Executive
Based in American Fork, Utah
Born and raised at the base of the Wasatch Front, we combine Utah’s spirit of innovation with a family-owned commitment to precision. From our American Fork headquarters to your front door, we take pride in every tool we build.
741 E 930 S, American Fork, UT 84003, United States
How can we help you?
Whether you are tracking a recent shipment or fine-tuning a professional-grade instrument, we apply the same exacting standards to our customer care as we do to our tools. Find quick answers to common logistical and technical questions below, or reach out to our Utah-based team for dedicated support.
You can track your ThermoWorks order instantly by logging into your customer account or clicking the tracking link in your fulfillment email. We process orders with exacting speed—if you order before 4:00 PM Mountain Time M-F, your instruments ship from our Utah headquarters the very same day. Orders placed after 4pm M-F, on Saturday, Sunday, or on holidays are shipped on the following business day.
If your professional-grade Thermapen ONE is displaying an error, flashing, or not powering on: Replace the AAA battery and ensure the battery compartment is securely sealed.
If temperature readings seem inaccurate: Verify by using a properly made ice bath - the true, lab-grade standard for testing your thermometers accuracy at home.
Thermapen ONE is engineered to survive the harshest commercial environments with a more durable frame and an IP67 waterproof rating. However, if your unit has experienced a severe drop or extreme ambient heat exposure, it may require professional attention. Unlike cheap, disposable thermometers, your Thermapen ONE is a repairable, scientific instrument. If a fresh battery and an ice bath test do not resolve the issue, please reach out to our Utah-based support team. Whether you need step-by-step troubleshooting or service from our A2LA-accredited calibration lab, we are here to restore your instrument to exacting factory specifications. For immediate, self-guided solutions, please consult our dedicated troubleshooting articles linked below. If you require further assistance, our in-house experts are on standby to help.
If your RFX MEAT probe disconnects or fails to pair, there are a few things that you can quickly check. Ensure your RFX GATEWAY is:
- Powered on.
- Connected to your local Wi-Fi
- Placed within the optimal Sub-GHz line-of-sight range to your RFX MEAT.
As for your RFX MEAT, verify it’s:
- Thoroughly clean.
- Fully charged.
- Not added to another ThermoWorks cloud account.
We engineered the RFX system to eliminate the friction of dropped Bluetooth signals by utilizing professional-grade Sub-GHz radio frequencies. While this technology easily penetrates heavy steel smokers, dense physical obstructions or stubborn carbon buildup on the probe’s metal charging contacts can still interfere with performance and battery charging. Always clean your RFX MEAT probe with a damp soapy cloth after use (or scour pad if necessary). If you’ve already tried these steps, and are still experiencing data dropouts, please reach out to our dedicated support team. Our technical support experts will ensure you’re setup and stay connected, so your data keeps flowing. For rapid, step-by-step fixes, please refer to the specialized troubleshooting articles [linked below]. Should you need further assistance, our technical support team is on standby to ensure your system operates flawlessly.
ThermoWorks instruments are backed by a robust warranty against defects in components or workmanship. They vary from 6 months to 5 years (you can find the warranty of the product on it’s page). For authorized purchases, we will repair or replace defective units completely free of charge. To initiate a warranty claim or an out-of-warranty repair, simply contact our Utah-Based support team and we’ll be glad to help.
Only products purchased directly from ThermoWorks are eligible* for exchanges, returns, or in-store credit. If you need to begin that process, please contact us directly via call, chat, or email and one of our Utah-based ThermoWorkers will gladly assist.
Most unused products can be exchanged within 30 days of purchase so long as they are in their original packaging and are in resellable condition. Typical examples of this include exchanges for a different size, or color, or for a similar, but different model or configuration of the same product. If your equipment appears to be malfunctioning, please call our Technical Support team for troubleshooting assistance and for additional warranty, repair, and replacement options.
If a product is returned without a return authorization number, is damaged, worn, or is missing parts or packaging, a restocking fee may be assessed. Clothing must be returned in new condition and with all tags attached. Custom or special-order products, shipping charges, and calibration services are non-refundable.
*All warranty claims will be handled by ThermoWorks. If you purchased a ThermoWorks product from an authorized dealer, do not return the product to a retail store. Contact us directly and we’ll be glad to assist.