Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

Welcome to Giordanos. We take pride in delivering high-quality food products and exceptional customer service. We understand that sometimes an order may not meet your expectations, and we want to make the resolution process as straightforward as possible.

This Refund Policy applies to all orders placed through our website giordanospizzas.click and any other official ordering channels associated with Giordanos. By placing an order with us, you agree to the terms outlined in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-specific consumer protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following criteria:

• Incorrect Order: You received items that do not match what you ordered (wrong pizza, wrong toppings, wrong size, wrong quantity).
• Missing Items: Your order was incomplete and one or more items were missing from your delivery or pickup.
• Poor Food Quality: The food received was of unacceptable quality, including but not limited to food that was undercooked, overcooked, contaminated, or otherwise inedible.
• Food Safety Concerns: You have a legitimate and documented concern about the safety of the food received, including foreign objects found in the food.
• Late Delivery: Your order arrived significantly later than the estimated delivery time (generally more than 45 minutes beyond the quoted delivery window) and the food quality was compromised as a result.
• Order Not Delivered: Your order was never received despite confirmation of placement and payment processing.
• Unauthorized Charges: A charge was applied to your payment method without your authorization.
• Duplicate Charges: You were charged more than once for the same order.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage you to contact us immediately upon discovering any issue with your order.

4. Non-Refundable Items and Situations

The following situations and items are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.
• Incorrect Address Provided: If your order was not delivered due to an incorrect or incomplete delivery address provided by you at the time of ordering.
• Customer Unavailability: If you were unavailable to receive your delivery after multiple delivery attempts were made.
• Consumed Orders: Refunds will generally not be provided for food that has been substantially consumed unless a legitimate quality or safety issue is reported alongside the request.
• Special Promotions and Discounts: Items purchased as part of limited-time special promotions may have different refund terms, which will be disclosed at the time of purchase.
• Delivery Fees: Delivery charges are non-refundable unless the non-delivery was caused by an error on our part.
• Tips and Gratuities: Any tips or gratuities added to your order are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' refund policies and must be resolved directly through those services.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence (if applicable, especially for quality or safety issues)
2. Contact Us: Reach out to our customer service team through one of the following methods:
   • Email: [email protected]
   • Website: giordanospizzas.click
3. Submit Your Request: In your message or communication, include your order number, a description of the issue, and any supporting photos or documentation. Use the subject line: "Refund Request – Order #[Your Order Number]"
4. Await Confirmation: You will receive an acknowledgment of your refund request within 1 business day. Our team will review your case and may reach out for additional information.
5. Resolution: Once reviewed, we will notify you of the outcome of your refund request and, if approved, initiate the refund process.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds on our end promptly upon approval, the actual time for funds to appear in your account depends on your financial institution's policies and may vary. Giordanos is not responsible for delays caused by your bank or payment processor.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and was of acceptable quality.
• The food quality issue affected only part of your order (for example, one pizza out of multiple items ordered).
• A promotional discount or coupon was applied to your original order, and the refund amount will be adjusted to reflect the discounted price paid.
• The issue was minor and does not warrant a full refund based on our assessment.

The amount of a partial refund will be calculated based on the proportional value of the affected items relative to the total order value, including applicable taxes on those items.

8. Exchange Policy

We understand that sometimes you may prefer a replacement rather than a refund. In many cases, we are happy to offer a replacement or exchange as an alternative solution.

8.1 Replacement Orders

If your order was incorrect or an item was missing, we may offer to send a replacement item or prepare your order correctly at no additional charge. Replacement availability is subject to our operating hours and delivery coverage at the time of your request.

8.2 Exchange Conditions

• Exchange requests must be made within 2 hours of receiving the original order.
• Replacements are subject to product availability and store operating hours.
• We reserve the right to offer a store credit or partial refund in lieu of a replacement if a replacement cannot be fulfilled in a timely manner.
• Food items cannot be exchanged for non-food items or gift cards.

9. Cancellation Policy

We understand that circumstances change, and you may need to cancel your order. Please review our cancellation terms carefully:

9.1 Cancellation Window

Orders may be cancelled free of charge within 5 minutes of placement, provided that preparation has not yet begun. Due to the nature of fresh food preparation, our kitchen team begins work on orders very quickly after they are received.

9.2 Cancellation After Preparation Has Begun

If your order has already entered the preparation stage, cancellation may not be possible. In such cases:

• We may offer a partial refund at our discretion, excluding the cost of ingredients and preparation.
• We may offer store credit equivalent to the value of the order for use on a future purchase.
• Full refunds will not be issued for orders already in preparation or in transit for delivery.

9.3 How to Cancel

To request a cancellation, contact us immediately via email at [email protected] or through our website at giordanospizzas.click. Please include your order number and the reason for cancellation in your message.

9.4 Business-Initiated Cancellations

In the event that Giordanos must cancel your order due to ingredient unavailability, operational issues, or other unforeseen circumstances, you will be notified promptly and issued a full refund to your original payment method. We sincerely apologize for any inconvenience this may cause.

10. Store Credit

In some cases, as an alternative to a monetary refund, we may offer store credit. Store credit:

• Will be applied to your account and can be used on any future order placed directly through giordanospizzas.click.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and has no cash value.
• Cannot be combined with certain promotional offers unless otherwise stated.

11. Dispute Resolution Process

We strive to resolve all refund and order concerns amicably and efficiently. If you are unsatisfied with the outcome of your initial refund request, you may escalate your concern through the following process:

11.1 Internal Escalation

1. Step 1 – Initial Review: Submit your refund request as outlined in Section 5 of this policy. Our customer service team will review your case within 1–3 business days.
2. Step 2 – Escalated Review: If you are not satisfied with the initial resolution, reply to our response email and request an escalated review. Your case will be forwarded to a senior team member who will review all evidence and communications within 5 business days.
3. Step 3 – Final Decision: A final written decision will be communicated to you via email. This decision will outline the reasoning and any approved refund or credit.

11.2 External Dispute Resolution

If you remain unsatisfied after completing our internal escalation process, you have the following options:

• Chargeback Through Your Bank or Credit Card Issuer: You may dispute a charge with your financial institution. However, please note that initiating a chargeback without first attempting to resolve the matter with us may affect your ability to use our services in the future.
• FTC Complaint: You may file a complaint with the Federal Trade Commission at www.ftc.gov if you believe your consumer rights under the FTC Act have been violated.
• State Consumer Protection Agencies: You may contact your state's attorney general office or consumer protection division for further assistance.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.

12. Consumer Rights Under United States Law

As a customer in the United States, you have certain rights under federal and state consumer protection laws:

• Under the FTC Act, businesses are prohibited from engaging in unfair or deceptive acts or practices in commerce. Our refund policy is designed to comply fully with these requirements.
• 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 your order. Please refer to our Privacy Policy for more information.
• Various states have enacted specific consumer protection statutes that may provide you with additional rights. We encourage you to consult with a legal advisor or your state's consumer protection office for guidance specific to your state.

13. Modifications to This Policy

Giordanos reserves the right to modify or update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and services after any changes constitutes your acceptance of the revised policy. For significant changes, we may also notify customers via email.

14. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact us through the following channels:

Our customer support team is available during normal business hours. We aim to respond to all inquiries within 1 business day. For the fastest resolution, please include your order number, contact information, and a clear description of your issue in your initial message.

This Refund Policy was last reviewed and updated on May 28, 2026. All policies are subject to applicable United States federal and state laws.