Refund Policy

Last Updated: May 30, 2026

1. Introduction

At Giordanos, we are committed to delivering exceptional food quality and outstanding customer service with every order. We understand that occasionally, issues may arise with your order, and we want to ensure that every customer has a fair and transparent process for addressing concerns related to their purchase.

This Refund Policy applies to all orders placed through our website giordanos-food.click, by phone, or through any other official ordering channels operated by Giordanos. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

We encourage you to review this policy thoroughly. If you have any questions or concerns, please do not hesitate to contact our customer support team at [email protected].

2. Eligibility Conditions for Refunds

Giordanos will consider refund requests under the following circumstances. A refund may be granted when:

• Your order was not delivered within the estimated delivery window and you did not receive it at all.
• The food items received were significantly different from what was described on our menu or website at the time of ordering.
• The order arrived in an unsatisfactory condition, including food that is spoiled, contaminated, or clearly unsafe for consumption.
• You received incorrect items that were not part of your original order.
• A confirmed technical error occurred during the online checkout process resulting in a duplicate charge or incorrect billing.
• Your order was cancelled by Giordanos due to operational issues, ingredient unavailability, or circumstances beyond our control.
• You received items that pose an allergy risk due to incorrect preparation, provided that allergy information was clearly communicated at the time of ordering.

3. Timeframes for Refund Requests

To ensure that refund claims can be properly investigated, we require that all refund requests be submitted within the following timeframes:

Refund requests submitted after the deadlines outlined above may not be eligible for review. We strongly recommend contacting us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Services

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

• Change of mind: Refunds will not be issued simply because you changed your mind after placing an order, particularly once food preparation has begun.
• Incorrect delivery address: If an order is delivered to the wrong address due to incorrect information provided by the customer at the time of ordering, no refund will be issued.
• Delivery delays caused by external factors: Delays due to severe weather, traffic conditions, third-party delivery service issues, or other events outside of Giordanos' direct control are not grounds for a refund.
• Partially consumed orders: If a significant portion of an order has been consumed, the order will not be eligible for a full refund. Partial refund consideration may apply in specific circumstances.
• Promotional or complimentary items: Items received free of charge, as part of a promotion, loyalty reward, or complimentary offering are not eligible for cash refunds.
• Gift cards and store credits: Once issued, gift cards and store credit balances are non-refundable and non-transferable.
• Special or custom orders: Custom menu items prepared to special request specifications are non-refundable unless there is a verified error in preparation.
• Delivery fees and service charges: Delivery fees and applicable service charges are generally non-refundable unless the entire order is cancelled before preparation begins.

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

To submit a refund request with Giordanos, please follow the steps outlined below:

1. Step 1 – Gather Your Order Information: Before contacting us, please have the following information ready: your full name, order number, date and time of order, items ordered, total amount charged, and the nature of your complaint or issue.
2. Step 2 – Document the Issue: If your refund request relates to food quality, incorrect items, or a missing component, we strongly encourage you to take clear photographs of the items received. This documentation will help us process your claim more efficiently.
3. Step 3 – Contact Our Customer Support Team: Submit your refund request by emailing us at [email protected]. Please use the subject line "Refund Request – [Your Order Number]" and include all relevant details and any supporting photographs in your message.
4. Step 4 – Await Confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days. We may reach out to you for additional information or clarification if required to process your claim.
5. Step 5 – Review and Decision: Once all necessary information has been received, our team will review your claim and notify you of our decision within 3–5 business days. If your refund is approved, we will initiate the refund process immediately.
6. Step 6 – Refund Processing: Approved refunds will be processed according to the original payment method used. Please refer to Section 6 below for processing timeframes.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on the original payment method used at checkout:

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

7. Partial Refunds

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

• Only a portion of your order was missing, incorrect, or unsatisfactory, while the remainder of the order was delivered and received in acceptable condition.
• The order was partially consumed before the issue was identified, and Giordanos, at its sole discretion, determines that a partial refund is appropriate.
• A promotional discount, coupon, or store credit was applied to the original order, and the refund will reflect the actual amount paid after discounts.
• Delivery was completed successfully, but one or more specific items within the order did not meet our quality standards.

The value of any partial refund will be calculated based on the proportionate cost of the affected items within your order. Our customer support team 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-for-item exchanges in the traditional retail sense. However, we are committed to making things right. In lieu of an exchange, we may offer the following resolutions at our discretion:

• Replacement Order: In cases where your order contained incorrect or missing items, we may offer to send a replacement order at no additional charge, subject to operational availability and delivery feasibility.
• Store Credit: We may offer store credit of equivalent value, which can be applied toward your next order through giordanos-food.click.
• Monetary Refund: Where a replacement or store credit is not feasible or preferred by the customer, a full or partial monetary refund will be issued as appropriate.

The resolution offered will depend on the nature of the issue, availability of the relevant items, and the preferences expressed by the customer. Our team will work with you to identify the most suitable resolution.

9. Cancellation Policy

We understand that plans change, and we aim to accommodate cancellation requests wherever possible. Please review the following cancellation terms:

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen has begun preparing your food, you will be eligible for a full refund of the order total, including any applicable delivery fees.
• After preparation has begun: Once food preparation has commenced, cancellations may not be accepted. If a cancellation is accepted after preparation has begun, a cancellation fee of up to 50% of the order value may apply to cover preparation costs.
• After dispatch for delivery: Orders that have already been dispatched for delivery cannot be cancelled. You will be charged the full order amount.

9.2 Giordanos-Initiated Cancellations

In rare circumstances, Giordanos may need to cancel your order due to ingredient unavailability, operational issues, extreme weather conditions, or other unforeseen circumstances. In such cases:

• You will be notified as promptly as possible via the contact information provided at the time of ordering.
• A full refund of the order total, including all fees paid, will be issued automatically within 3–5 business days.
• We apologize for any inconvenience caused and appreciate your understanding.

9.3 How to Cancel an Order

To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation. Cancellation requests submitted promptly are more likely to be processed before preparation begins.

10. Dispute Resolution Process

Giordanos is committed to resolving all refund-related concerns in a fair, timely, and transparent manner. If you are dissatisfied with the outcome of your refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request that your case be escalated to a senior member of our customer support team. To initiate an escalation, please email [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]" and provide a detailed explanation of your concerns. Our escalation team will respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you may have the right to initiate a chargeback through your credit card issuer or bank if you believe you have been charged incorrectly or unfairly. We encourage customers to first attempt to resolve the matter directly with Giordanos before pursuing a chargeback, as we are committed to finding fair solutions. However, we fully respect your right to utilize chargeback protections available under your payment provider's policies and applicable U.S. consumer protection laws.

10.3 Consumer Protection Agencies

If you feel your consumer rights have been violated, you may contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office for state-level consumer protection concerns.

10.4 Binding Arbitration

In the event that a dispute cannot be resolved through internal escalation or negotiation, Giordanos and the customer agree to resolve the dispute through binding arbitration in accordance with the rules of the American Arbitration Association (AAA). Arbitration shall take place in the United States, and the arbitrator's decision shall be final and binding. Each party shall bear its own costs for arbitration unless otherwise determined by the arbitrator. Nothing in this section prevents either party from seeking urgent injunctive relief from a court of competent jurisdiction.

11. Consumer Rights Under U.S. Law

This Refund Policy is designed to comply with all applicable United States federal and state consumer protection laws. Your statutory rights as a consumer are not affected or limited by this policy. Relevant consumer protections include:

• FTC Act (15 U.S.C. § 45): Protects consumers from unfair or deceptive acts and practices in commerce.
• Electronic Fund Transfer Act (EFTA): Governs electronic payment refund rights for debit card transactions.
• Fair Credit Billing Act (FCBA): Provides rights related to billing disputes for credit card transactions.
• State-specific consumer protection statutes applicable to your state of residence.

12. Modifications to This Policy

Giordanos reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website and services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order, please contact our customer support team using the details below: