Refund Policy

Effective Date: June 24, 2026  |  Last Updated: June 24, 2026

1. Overview

At Giordanos, customer satisfaction is our highest priority. We take great pride in preparing fresh, high-quality food for every order. However, we understand that there may be occasions where an order does not meet your expectations or an error occurs. This Refund Policy has been established to provide clear, fair, and transparent guidelines regarding refund eligibility, procedures, and timelines.

This policy applies to all orders placed through our official website, giordanospizza.click, as well as any other authorized Giordanos ordering channels. All refund decisions are made in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices, and any applicable state-level regulations.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received food items that are different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise not fit for consumption.
• Allergic Ingredients: Your order contained an ingredient you explicitly requested to be excluded, resulting in a food safety concern.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Received: Your delivery order was not delivered within a reasonable timeframe and cannot be located.
• Canceled by Giordanos: Giordanos canceled your order for any operational reason without fulfilling it.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds are not issued simply because you changed your mind after an order has been prepared or is in transit.
• Consumed Orders: If a significant portion of the food has been consumed, a refund will not be issued for taste preferences.
• Delivery Delays Due to External Factors: Delays caused by severe weather conditions, traffic, natural disasters, or other circumstances beyond our control are not eligible for a full refund, though a partial credit may be considered at our discretion.
• Incorrect Delivery Address: If an order cannot be delivered due to an incorrect address provided by the customer, no refund will be issued.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or special offers may be subject to different or restricted refund eligibility.
• Customization Errors by Customer: If a customization or special instruction was entered incorrectly by the customer at the time of ordering, Giordanos is not liable for a full refund.
• Contactless Delivery Acceptance: Once a contactless delivery has been marked as delivered and confirmed via our system, responsibility for the order passes to the customer.

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: Have your order confirmation number, the date and time of your order, and your contact details ready. If applicable, take clear photographs of the issue (e.g., incorrect items, food quality problems).
2. Step 2 – Contact Us: Reach out to our customer service team via email at [email protected] or through our website at giordanospizza.click. Phone inquiries may also be directed to our contact number as listed on our website.
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem, including your order number, the specific items in question, and the nature of the issue. Attach any supporting photos or documentation.
4. Step 4 – Review and Response: Our customer service team will review your request and respond within 1–3 business days. We may ask for additional information if necessary to process your claim.
5. Step 5 – Resolution: Once your request is reviewed and approved, we will notify you of the refund decision and initiate the appropriate action, which may include a full refund, partial refund, or store credit.

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 promptly on our end, the time it takes for the funds to appear in your account depends on your financial institution's policies. Giordanos is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder of the order was acceptable.
• Food quality issues affected only specific items within a multi-item order.
• A delivery delay resulted in diminished food quality for only part of the order.
• A promotional discount or coupon was applied to the original order, affecting the refundable amount.
• The customer has already consumed a portion of the order before reporting an issue.

The amount of a partial refund will be determined by Giordanos based on the specific circumstances of each case. Our team is committed to reaching a fair and reasonable resolution for all customers.

8. Exchange Policy

In situations where a refund may not be the most practical solution, Giordanos may offer an exchange or replacement as an alternative. Exchanges are handled on a case-by-case basis and may be offered under the following conditions:

• An incorrect item was received and the correct item is available and can be prepared within a reasonable time.
• A significant quality issue is identified immediately upon receipt of the order.
• The customer is located within our delivery range and a re-delivery can be arranged promptly.

Exchanges are subject to availability and at the discretion of Giordanos management. Customers who prefer a replacement rather than a refund should indicate this preference when contacting our customer service team. Please note that replacement orders are subject to the same quality and preparation standards as original orders.

9. Cancellation Policy

We understand that plans can change. Here is our policy on order cancellations:

9.1 Customer-Initiated Cancellations

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund.
• During Preparation: If your order is already being prepared at the time of cancellation, a partial refund may be issued at Giordanos' discretion.
• After Preparation or Dispatch: Once an order has been fully prepared or dispatched for delivery, cancellations are generally not accepted and no refund will be issued.

9.2 Giordanos-Initiated Cancellations

In rare cases, Giordanos may need to cancel your order due to ingredient unavailability, operational issues, or circumstances beyond our control. In these situations:

• You will be notified as soon as possible via your registered email or phone number.
• A full refund will be issued automatically to your original payment method.
• We may offer a store credit or discount code as a courtesy for the inconvenience caused.

9.3 How to Cancel an Order

To cancel an order, please contact us immediately at [email protected]. Include your order number and reason for cancellation. Due to the perishable nature of food products and the speed at which orders are processed, we encourage you to act quickly if you need to cancel.

10. Dispute Resolution Process

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

1. Internal Escalation: Contact our customer service team and request that your case be escalated to a supervisor or manager. Provide all previous correspondence and any additional supporting evidence.
2. Written Formal Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute – [Your Order Number]." Our management team will review the complaint and respond within 5 business days.
3. Chargeback Through Your Bank: If you believe you have been unfairly charged and we are unable to resolve the issue, you may have the right to initiate a chargeback through your credit card issuer or bank. We strongly encourage customers to attempt resolution with us before pursuing this option.
4. Consumer Protection Agencies: Customers in the United States have the right to file complaints with the Federal Trade Commission (FTC) at www.ftc.gov or their respective state attorney general's office if they believe their consumer rights have been violated.
5. Mediation or Arbitration: For disputes that cannot be resolved through the above means, both parties may agree to pursue mediation or binding arbitration in accordance with applicable United States laws. This process would be governed by the rules of the American Arbitration Association (AAA).

We are committed to resolving all disputes fairly, promptly, and professionally. Giordanos values every customer relationship and will make every reasonable effort to reach a satisfactory resolution.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by several federal and state consumer protection laws. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive acts or practices in commerce. Additionally, depending on your state of residence, you may have additional rights under state consumer protection statutes.

California residents, for example, have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal data used in connection with refund processing. For more information about your rights, please visit the FTC website at www.consumer.ftc.gov.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law.

12. Policy Updates

Giordanos reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be posted on our website at giordanospizza.click with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after changes are posted constitutes acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: