Refund Policy

Effective Date: July 18, 2026 | Last Updated: July 18, 2026

1. Introduction

At Giordanos, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that there are occasions when an order may not meet your expectations, and we have established this Refund Policy to address such situations fairly and transparently.

This policy applies to all purchases made through our website, giordanosdelivery.top, and governs the conditions under which refunds, partial refunds, exchanges, and cancellations may be granted. Our policy is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

We encourage you to review this policy before placing any order. If you have questions or concerns, our customer support team is available to assist you at [email protected].

2. Eligibility Conditions for Refunds

Giordanos will consider refund requests under the following conditions:

• Incorrect Order: You received an item or items that differ from what you ordered, including wrong food items, missing components, or incorrect quantities.
• Damaged or Spoiled Items: The food items arrived in a damaged, spoiled, or otherwise unacceptable condition that makes them unsuitable for consumption.
• Missing Items: Part or all of your order was missing upon delivery, and the absence was not reflected in any updated order confirmation.
• Significant Quality Issues: The food products delivered were substantially below the standard quality that Giordanos advertises and that a reasonable customer would expect, based on verifiable evidence.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Failed Delivery: Your order was confirmed but never delivered, and no refund or re-delivery was automatically initiated.

Refund requests that do not fall within the categories listed above may be reviewed on a case-by-case basis at the sole discretion of Giordanos management. We reserve the right to request supporting evidence, including photographs, order confirmations, or delivery receipts, before approving any refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your refund request within the timeframes specified below:

Requests submitted outside of these timeframes will generally not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

The following situations and items are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the food has been prepared or dispatched for delivery.
• Food items that have been partially or fully consumed prior to the refund request, unless the quality issue was discovered during consumption and reported immediately.
• Customized or special-order items that were prepared exactly according to the customer's specifications.
• Delays caused by circumstances beyond our control, including but not limited to severe weather conditions, traffic accidents, natural disasters, or other force majeure events.
• Incorrect delivery addresses provided by the customer at the time of ordering.
• Orders where the customer was unavailable to receive delivery after multiple attempts by our delivery personnel.
• Promotional or discounted items, unless the issue is related to quality, damage, or incorrect fulfillment.
• Delivery fees, service charges, and platform fees, unless the entire order qualifies for a full refund due to non-delivery or a verified error on our part.
• Gift cards or store credit once redeemed or used toward an order.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, collect all relevant details including your order number, the date and time of delivery, the items affected, and a description of the issue. If applicable, take clear photographs of the damaged, incorrect, or spoiled items.
2. Step 2 – Contact Our Customer Support Team: Reach out to us via email at [email protected]. Please use the subject line: "Refund Request – Order #[Your Order Number]" to ensure your request is routed to the correct department.
3. Step 3 – Provide Supporting Documentation: Include all relevant evidence in your email, such as:
   • Order confirmation email or screenshot
   • Photographs of the issue (for damaged, incorrect, or spoiled items)
   • Description of the problem in as much detail as possible
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our customer support team will acknowledge your request within 1 to 2 business days and may ask for additional information if necessary.
5. Step 5 – Review and Decision: We will review your request within 3 to 5 business days of receiving all required information. You will receive an email notification regarding the outcome of your refund request.
6. Step 6 – Refund Processing: If your refund is approved, it will be processed according to the payment method timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on the original payment method used:

Please be aware that while we process refunds promptly on our end, the actual timeline for funds to appear in your account may vary depending on your financial institution or payment provider. Giordanos is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only some items in the order were incorrect, missing, or damaged, while the remainder of the order was delivered satisfactorily.
• The quality issue affected only a portion of the order.
• A discount, promotional code, or store credit was already applied to the original order, reducing the refundable amount.
• Delivery fees may be retained if the majority of the order was successfully fulfilled.
• Cases where the customer contributed to the issue (for example, by providing incorrect dietary preference information) may result in a reduced refund amount.

The amount of any partial refund will be calculated based on the value of the affected items relative to the total order cost. Giordanos will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, Giordanos does not offer direct item exchanges in the traditional retail sense. However, we do offer the following alternatives in appropriate circumstances:

• Re-Delivery: If your order was delivered with missing or incorrect items, and we are able to verify the issue, we may offer to re-deliver the correct items, subject to availability and operational feasibility at the time of the request.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equivalent value, which can be applied to a future order. Store credit does not expire and is tied to your account.
• Replacement Order: In exceptional cases involving significant order failures, we may offer to fulfill a replacement order at no additional charge, pending management approval.

All exchange requests must be submitted within the same timeframes as standard refund requests (see Section 3). Giordanos reserves the right to determine the most appropriate remedy based on the nature of the issue and operational constraints.

9. Cancellation Policy

Orders placed through giordanosdelivery.top are processed quickly to ensure timely preparation and delivery. As a result, our cancellation window is limited:

9.1 Cancellation Before Preparation

You may cancel your order for a full refund within 5 minutes of placing it, provided that the order has not yet entered the preparation stage. To cancel, contact us immediately at [email protected] with your order number.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted, and no refund will be issued for a change of mind. If you need to cancel for an emergency or extenuating circumstance, please contact us as soon as possible, and our team will review the situation on a case-by-case basis.

9.3 Cancellations Due to Unavailability

If we are unable to fulfill your order due to ingredient unavailability, operational issues, or reasons on our end, we will notify you promptly and issue a full refund to your original payment method within the applicable timeframe.

9.4 Scheduled Orders

For orders scheduled in advance, cancellations must be submitted at least 2 hours prior to the scheduled delivery time to qualify for a full refund.

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 escalate your concern by replying to the refund decision email and requesting a review by our management team. Please include any additional information or evidence that you believe was not considered in the initial review. Management-level reviews are typically completed within 5 to 7 business days.

10.2 Mediation

If the internal escalation does not resolve your concern to your satisfaction, both parties agree to attempt resolution through a neutral, third-party mediator before pursuing formal legal action. Mediation costs shall be shared equally between the parties unless otherwise agreed.

10.3 Legal Recourse

Customers in the United States retain their rights under applicable federal and state consumer protection laws, including the FTC Act. If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or contact your state's Attorney General office.

10.4 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Many disputes can be resolved more quickly through our internal process. Initiating a chargeback without first contacting Giordanos may result in a delay in resolution and may affect your ability to place future orders with us.

11. Policy Updates

Giordanos reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at giordanosdelivery.top with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

12. Contact Information

For all refund requests, questions about this policy, or other customer service inquiries, please contact us using the information below: