Refund Policy

Last Updated: May 28, 2026

1. Introduction

At Giordanos, we are committed to delivering fresh, high-quality food products and an outstanding customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the conditions under which refunds are granted, the process for submitting a refund request, applicable timeframes, and other related matters.

This policy applies to all purchases made through our website giordanospizzas.digital and is governed by the applicable consumer protection laws of the United States, including the Federal Trade Commission Act (FTC Act) and, where applicable, the California Consumer Privacy Act (CCPA/CPRA) for customers residing in California.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Giordanos will consider refund requests under the following circumstances. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that are different from what you ordered, as confirmed by your order receipt or confirmation email.
• Missing Items: One or more items included in your confirmed order were not delivered or included in your package.
• Quality Issues: The food product delivered was spoiled, contaminated, improperly prepared, or otherwise unfit for consumption upon delivery. Photographic or written evidence may be required.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time communicated at checkout, rendering the food unacceptable for consumption.
• Damaged Packaging: The food was delivered with severely damaged packaging that directly impacted the safety or quality of the product.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Cancellation: You successfully cancelled your order within the permitted cancellation window prior to preparation (see Section 8 below).

All refund requests are subject to review and verification by our customer service team. Giordanos reserves the right to request supporting documentation, including photographs of the received items, order confirmation numbers, or other evidence to process your claim efficiently.

3. Timeframes for Refund Requests

To ensure your refund request is processed in a timely and accurate manner, please adhere to the following timeframes:

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are generally non-refundable:

• Change of Mind: Refunds will not be issued simply because you changed your mind after your order has been confirmed and preparation has begun.
• Partially Consumed Orders: Food items that have been substantially consumed are not eligible for a full refund unless a documented quality issue was present.
• Customized or Special Orders: Items that were prepared based on specific customization requests (e.g., special dietary modifications, custom toppings) are non-refundable unless there is a preparation error on our part.
• Delivery Fees: Delivery and service fees are non-refundable unless the order was not delivered or was cancelled before dispatch due to our error.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion may have restricted refund eligibility, which will be communicated at the time of purchase.
• Digital Gift Cards or Vouchers: Once issued and delivered electronically, digital gift cards and vouchers are non-refundable unless required by applicable law.
• Completed and Accepted Orders: Orders that were delivered, accepted without complaint, and consumed in full are not eligible for refunds.

5. How to Request a Refund

If you believe you are entitled to a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name and contact information
   • Your order number (found in your order confirmation email)
   • Date and time of the order and delivery
   • A clear description of the issue
   • Photographs or supporting evidence (if applicable)
2. Step 2 — Contact Our Customer Service Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: giordanospizzas.digital
3. Step 3 — Submit Your Claim: Clearly describe the nature of your issue and attach any relevant documentation or photographs. Include the subject line "Refund Request — Order #[Your Order Number]" in your email for faster processing.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge receipt of your refund request within 1–2 business days and may follow up with additional questions or requests for documentation.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of our decision and initiate the refund process as outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that while Giordanos processes refunds promptly upon approval, the actual time for funds to appear in your account is subject to your financial institution's processing times, which are beyond our control. If you have not received your refund within the timeframe indicated, please first check with your bank or card issuer before contacting us.

7. Partial Refunds

In certain situations, Giordanos may issue a partial refund rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was affected by an issue (e.g., one item out of several was missing or incorrect). In this case, a refund will be issued for the value of the affected item(s) only.
• The food quality issue affected only part of the order, and the remaining items were delivered correctly and in satisfactory condition.
• A customer partially consumed a food item before identifying a quality concern. The partial refund amount will be assessed on a case-by-case basis.
• A delivery delay impacted only certain items in the order, or the delay was marginal and did not render the entire order unusable.
• A promotional discount was applied to the original order; the refund amount will reflect the actual amount paid rather than the standard retail price.

The determination of whether a full or partial refund is appropriate rests with Giordanos' customer service team and will be communicated clearly to the customer upon resolution of the claim.

8. Cancellation Policy

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

8.1 Standard Orders

Orders may be cancelled without charge if the cancellation request is submitted before the order enters the preparation stage. Due to the perishable and time-sensitive nature of food products, once preparation has begun, we are unable to cancel your order or issue a full refund.

8.2 Cancellation Window

Typically, you have a window of approximately 5 minutes after placing your order to request a cancellation. This window may vary depending on order volume, preparation times, and the type of order placed. We recommend contacting us immediately via email at [email protected] if you wish to cancel.

8.3 Pre-Orders and Scheduled Orders

For pre-orders or orders scheduled for a future date or time, cancellations may be submitted up to 2 hours before the scheduled preparation or delivery time. Cancellations submitted after this window may not be eligible for a full refund.

8.4 Cancellation by Giordanos

Giordanos reserves the right to cancel any order in the event of circumstances beyond our control, including but not limited to ingredient unavailability, technical issues, extreme weather events, or if the delivery address is outside our service area. In such cases, a full refund will be issued to the original payment method.

9. Exchange Policy

Due to the perishable nature of food products, we do not offer direct item exchanges in the traditional retail sense. However, in cases where an incorrect item was delivered or a significant preparation error occurred, Giordanos may, at its discretion, offer one of the following remedies:

• Order Replacement: A replacement of the correct item(s) may be arranged at no additional cost, subject to availability and delivery area constraints.
• Store Credit: A credit equivalent to the value of the affected item(s) may be applied to your account for use on a future order.
• Full or Partial Refund: As described in Sections 2 and 7 of this policy.

The appropriate remedy will be determined by our customer service team in consultation with the customer and based on the specific circumstances of each case.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Giordanos provides the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team. To escalate, simply reply to the original email communication and indicate that you wish your complaint to be reviewed at a higher level. We are committed to reviewing all escalated cases within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to initiate a chargeback through your credit card issuer or bank under the Fair Credit Billing Act (FCBA) if you believe you have been billed incorrectly or have not received the goods or services you paid for. We encourage customers to attempt resolution with us directly before initiating a chargeback, as this allows us to address your concerns more efficiently.

10.3 FTC Consumer Protection

Consumers have the right to file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if they believe their consumer rights have been violated. Additionally, you may contact your state's Attorney General office for further consumer protection assistance.

10.4 California Residents

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's office with complaints regarding unfair business practices. You may also file a complaint with the California Department of Consumer Affairs.

10.5 Informal Resolution

We strongly encourage all customers to contact us directly before pursuing any formal legal or regulatory action. The majority of concerns can be resolved quickly and amicably through direct communication with our team. Please email us at [email protected] and we will make every effort to find a fair resolution.

11. Fraudulent Claims

Giordanos takes the integrity of our refund process seriously. The submission of false, misleading, or fraudulent refund claims — including but not limited to false reports of missing items, fabricated quality complaints, or manipulated evidence — is strictly prohibited. We reserve the right to:

• Deny refund requests that are found to be fraudulent or submitted in bad faith.
• Suspend or terminate the account of any customer found to be abusing our refund policy.
• Take appropriate legal action where fraud or abuse is detected.

12. Policy Amendments

Giordanos reserves the right to update, modify, or amend this Refund Policy at any time. Changes will be effective immediately upon posting to our website at giordanospizzas.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, order concerns, or questions related to this policy, please contact our customer service team using the details below: