Refund Policy

Effective Date: June 26, 2026 | Last Updated: June 26, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at giordanospizza.digital, by phone, or in person at our location. By placing an order with Giordanos, you agree to the terms outlined in this policy. We encourage you to read this document carefully before completing any purchase.

Because our products are perishable food items, our refund and return procedures differ from those of non-food retailers. We are committed to resolving all legitimate concerns in a timely and professional manner, consistent with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon receipt.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time as quoted at the time of purchase, resulting in food that is no longer fresh or edible.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was confirmed but never arrived, and you can confirm it was not left at an accessible location.

To be eligible for a refund, the following general conditions must also be met:

• The issue must be reported within the timeframes specified in Section 3 below.
• You must provide proof of purchase (order confirmation number, receipt, or transaction ID).
• Refund requests must be made in good faith and must accurately describe the problem encountered.
• For food quality issues, photographic evidence may be requested at our discretion.

3. Timeframes for Refund Requests

Given the perishable nature of our food products, it is essential that customers report issues promptly. Please adhere to the following timeframes:

Requests made outside these timeframes may be denied at Giordanos' sole discretion, unless extenuating circumstances are demonstrated. We recommend contacting us as soon as a problem is identified to ensure the fastest resolution possible.

4. Non-Refundable Items and Situations

Not all purchases are eligible for refunds. The following situations are generally not covered by this policy:

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order has been prepared or is in transit.
• Customization Errors by the Customer: If you made an error when placing your order (e.g., selected the wrong size or toppings), and the order was prepared exactly as specified, we are unable to offer a full refund, though we may, at our discretion, offer a partial credit.
• Partially Consumed Orders: If a significant portion of the food has been consumed before a complaint is raised, a full refund may not be issued.
• Promotional or Discounted Items: Items purchased under special promotions, flash sales, or with discount codes may be non-refundable unless a quality issue is demonstrated.
• Gift Cards and Store Credits: Digital or physical gift cards purchased from Giordanos are non-refundable and non-exchangeable for cash.
• Delivery Fees: Delivery and service fees are non-refundable unless the order was never delivered due to a fault on our end.
• Tips and Gratuities: Voluntary tips added to an order are non-refundable once the transaction is completed.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar) are subject to those platforms' individual refund policies. Please contact the respective platform directly for such orders.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow these steps carefully:

1. Step 1 – Document the Issue: Take clear photographs or videos of the problem (e.g., incorrect item, poor food quality, missing item). Gather your order confirmation email or receipt, including your order number and transaction ID.
2. Step 2 – Contact Us: Reach out to our customer support team within the applicable timeframe (see Section 3). You may contact us via:
   • Email: [email protected]
   • Website: giordanospizza.digital
3. Step 3 – Provide Required Information: When contacting us, include the following:
   • Full name used when placing the order
   • Order number or confirmation number
   • Date and time of the order
   • A clear description of the issue
   • Supporting photographs or documentation (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 – Review and Acknowledgment: Our customer service team will acknowledge receipt of your request within 1 business day and may follow up with additional questions if needed.
5. Step 5 – Resolution: Upon completing our review, we will notify you of the outcome via the email address associated with your order. If approved, the refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on the payment method used:

Please note that Giordanos initiates refunds promptly upon approval, but the actual posting of the refund to your account is subject to your financial institution's processing times, which are outside our control. If you do not see your refund after the stated period, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only one or a few items from a multi-item order were incorrect or missing (only the affected items will be refunded).
• The food quality issue affected only part of the order.
• A significant portion of the order was consumed before the complaint was submitted.
• The customer made a customization error on part of their order, and we are offering a courtesy partial credit at our discretion.
• A catering or large order is partially cancelled within the cancellation window, and preparation for part of the order has already begun.

Partial refund amounts are calculated based on the individual item prices as listed on your original order receipt. Taxes and fees are refunded proportionally where applicable.

8. Exchange Policy

Due to the perishable nature of food products, Giordanos does not offer direct exchanges in the traditional retail sense. However, we do offer the following accommodations when quality or accuracy issues are confirmed:

• Order Replacement: If an incorrect or unsatisfactory item is reported promptly (within 2 hours of receipt), we may, at our discretion, offer to prepare and deliver a replacement order at no additional charge. This option depends on operational availability and proximity.
• Store Credit: In lieu of a monetary refund, customers may choose to receive store credit equal to the value of the affected item(s), which can be applied toward a future order.
• Courtesy Discount: In some cases, we may offer a discount code or promotional credit for a future visit as a goodwill gesture.

All exchange and replacement accommodations are subject to availability and are offered at the discretion of Giordanos management.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Standard Orders (Online, Phone, or Walk-In)

• Cancellations must be made within 5 minutes of placing the order and before preparation has begun.
• Once food preparation has started, cancellations cannot be guaranteed, and refunds may not be issued.
• To cancel, please call us immediately or use the cancellation option on our website (if available) right after placing your order.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders may be cancelled without penalty if notice is given at least 24 hours before the scheduled pickup or delivery time.
• Cancellations made between 12 and 24 hours in advance may be subject to a cancellation fee of up to 25% of the order total.
• Cancellations made less than 12 hours before the scheduled time may not be eligible for a refund if significant preparation has already taken place.

9.3 Catering Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours in advance will be eligible for a 50% refund.
• Cancellations made less than 24 hours before the event will not be eligible for a refund, as ingredients and preparation costs will have already been incurred.
• Deposits paid for catering orders are non-refundable unless the order is cancelled more than 72 hours in advance.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

1. Internal Escalation: Reply to your refund resolution email and request a supervisor review. Provide any additional evidence or context that supports your claim. A senior member of our team will review your case within 3 business days.
2. Written Formal Complaint: If the issue remains unresolved after internal escalation, you may submit a formal written complaint to our management team at [email protected] with the subject line "Formal Refund Dispute." Please include all prior correspondence and documentation.
3. Chargeback Through Your Bank: If you believe you have been incorrectly charged and we have not resolved the matter satisfactorily, you have the right to initiate a chargeback through your credit card issuer or bank. We encourage you to attempt resolution with us first, as chargebacks can delay outcomes.
4. Consumer Protection Agencies: You may also file a complaint with consumer protection authorities, including:
   • The Federal Trade Commission (FTC) at ftc.gov
   • Your state's Attorney General's Office
   • The Better Business Bureau (BBB) at bbb.org

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by federal and state consumer protection laws. Under the Federal Trade Commission Act, businesses are prohibited from engaging in unfair or deceptive practices. Our refund policy is designed to comply with these standards. If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal data used in processing transactions.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law. If any provision of this policy conflicts with applicable law, the applicable law shall prevail.

12. Policy Updates

Giordanos reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at giordanospizza.digital. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, please contact us through any of the following channels. We strive to respond to all inquiries within 1 business day.

This Refund Policy was last updated on June 26, 2026, and applies to all orders placed on or after this date. For orders placed prior to this date, please contact us directly to discuss applicable terms.