Refund Policy

Effective Date: June 14, 2026

1. Introduction

At Giordanos, we are committed to delivering the highest quality food products and a satisfying customer experience with every order. We understand that issues can occasionally arise, and we want to ensure that our customers feel confident and protected when ordering from us. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

This policy applies to all orders placed through our website at tastygiordanos.click or any other official ordering channel associated with Giordanos.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be granted under the following conditions:

• The order was incorrect — meaning items delivered did not match what was ordered.
• The food item(s) arrived in an unsatisfactory condition, including items that are spoiled, contaminated, or significantly different from the description provided on our website.
• The order was never delivered within a reasonable timeframe and no satisfactory resolution was provided by our delivery team.
• A duplicate charge was processed for the same order.
• A technical error on our platform caused an incorrect order to be placed or an incorrect amount to be charged.
• The customer has a documented allergic reaction or serious health concern directly attributed to an ingredient that was not disclosed in the product description.

To be eligible for a refund, the customer must contact us within the timeframe specified in Section 3 below, provide adequate documentation of the issue, and cooperate reasonably with our customer service team during the review process.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve issues effectively. Please observe the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Orders that have been fully consumed or substantially consumed prior to a complaint being filed.
• Requests based solely on a change of mind or personal taste preferences after the order has been prepared and delivered.
• Customized or specially modified orders where the customer provided specific instructions that were followed correctly by our kitchen team.
• Delivery delays caused by circumstances beyond our control, including but not limited to severe weather conditions, traffic incidents, or natural disasters.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards, vouchers, or promotional credits purchased or redeemed on our platform.
• Refund requests made after the reporting windows specified in Section 3 have passed, unless exceptional circumstances are demonstrated.
• Orders where the incorrect delivery address was provided by the customer.

5. How to Request a Refund — Step-by-Step

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Contact Our Customer Support Team: Reach out to us via email at [email protected] or through our website at tastygiordanos.click within the applicable reporting window.
2. Provide Your Order Details: Include your full name, order number, date of purchase, and the email address used during checkout. This information allows us to locate your order quickly.
3. Describe the Issue Clearly: Provide a detailed written description of the problem you experienced. Be as specific as possible, including which items were affected and how.
4. Submit Supporting Documentation: Where applicable, attach photographs of the food items, packaging, or receipt. Visual evidence significantly helps us assess your claim and expedite the process.
5. Await Confirmation: You will receive an acknowledgment email within 1–2 business days confirming receipt of your request and providing a reference number for your case.
6. Review and Resolution: Our customer service team will review your claim and respond with a decision within 3–5 business days. We may contact you for additional information if needed.
7. Refund Issuance: If your refund is approved, it will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, processing times vary depending on the payment method used at checkout:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. Giordanos is not responsible for delays caused by banks or third-party payment processors beyond the timelines indicated above.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder of the order met expectations.
• The customer accepted partial delivery and consumed part of the order before identifying an issue with specific items.
• The delivery was significantly delayed but the order was ultimately received, resulting in a partial compensation for the inconvenience.
• A discount, promotional code, or store credit was applied to the original order that must be factored into the refund calculation.
• The issue reported relates to secondary quality concerns (e.g., presentation or temperature) rather than a fundamental problem with the food's edibility or safety.

The amount of any partial refund will be determined on a case-by-case basis by our customer service team, taking into account the nature and extent of the issue reported. We will communicate the partial refund amount to you prior to processing and provide an explanation for the determination.

8. Exchange Policy

Due to the perishable nature of food products, direct item-for-item exchanges are generally not offered in the same manner as non-perishable retail products. However, Giordanos will make every reasonable effort to address your concerns through the following means:

• Re-delivery: If your order was incorrect or significantly unsatisfactory, we may offer to re-prepare and re-deliver the correct items at no additional charge, subject to availability and operational capacity at the time of the request.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equivalent value that can be applied toward a future order on tastygiordanos.click. Store credit does not expire for a period of 12 months from the date of issuance.
• Replacement Options: Where a specific item is unavailable for re-delivery, we will work with you to find a suitable replacement of equal or greater value.

All exchange or re-delivery requests must be submitted within the same reporting windows outlined in Section 3 and are subject to approval by our customer service team.

9. Cancellation Policy

We begin preparing orders shortly after they are confirmed. As a result, our ability to accommodate cancellations is limited. Please review the following cancellation guidelines carefully:

9.1 Cancellations Before Order Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing it, before our kitchen team has begun preparation. To request a cancellation, contact us immediately at [email protected]. If the cancellation is accepted before preparation begins, you will receive a full refund.

9.2 Cancellations After Order Preparation Has Begun

Once our team has begun preparing your order, cancellations are generally not accepted. In exceptional circumstances (such as a documented emergency), we may consider a partial refund at our sole discretion. The preparation stage is considered to have begun approximately 5–10 minutes after order confirmation.

9.3 Cancellations Due to Unavailable Items

If an item you ordered becomes unavailable after your order is confirmed, we will notify you immediately and offer one of the following options: a substitute item, an adjustment to your order total with a partial refund, or a full cancellation and refund.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, you have the following options:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team. To do so, reply to the resolution email you received and request an escalation, or send a new email to [email protected] with the subject line "Refund Escalation – [Your Order Number]." Escalated cases will be reviewed within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a transaction was unauthorized or that a promised refund was not issued. We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as chargebacks can result in delays and complications for both parties. Giordanos complies fully with all chargeback processes as required by card network rules and applicable law.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General consumer protection office.

For California residents, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA).

10.4 Informal Negotiation

Before pursuing any formal legal action, we request that both parties attempt to resolve any dispute through good-faith informal negotiation for a period of at least 30 calendar days following written notice of the dispute.

11. Amendments to This Policy

Giordanos reserves the right to update or modify this Refund Policy at any time to reflect changes in our business practices, applicable laws, or operational procedures. Any changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically. Continued use of our website or services following any changes constitutes acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any concerns related to your order, please contact our customer service team using the details below. We are here to help and aim to respond to all inquiries promptly.