Refund Policy

1. Overview

At Anthony's coal fired pizza, customer satisfaction is our highest priority. We are committed to providing exceptional quality food and service. This refund policy outlines the terms and conditions under which refunds may be requested and processed.

This policy applies to all orders placed through our website, mobile app, in-store purchases, and third-party delivery platforms. Please read this policy carefully before placing your order.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be submitted within 24 hours of order completion for delivery/pickup orders, or before leaving the restaurant for dine-in orders
• Proof of Purchase: Valid receipt, order confirmation number, or transaction ID must be provided
• Product Condition: For food items, more than 50% of the item must remain unconsumed (except in cases of contamination or safety concerns)
• Valid Reason: Acceptable reasons include quality issues, incorrect orders, food safety concerns, or service failures
• Contact Information: Valid contact information must be provided for refund processing

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Digital gift cards that have been redeemed or used
• Promotional items received at no charge
• Special event bookings and private party deposits (subject to separate cancellation policy)
• Orders completed more than 24 hours ago
• Food items consumed in their entirety
• Custom orders that were prepared according to specific customer requests
• Catering orders cancelled less than 24 hours before the scheduled delivery time
• Third-party delivery fees (unless the issue was caused by our restaurant)

Additionally, we cannot process refunds for orders where the customer was unavailable to receive delivery after multiple attempts or provided incorrect delivery information.

4. Refund Process

Follow these steps to request a refund:

5. Refund Methods and Timeline

Refunds are processed using the following methods and timeframes:

Payment Method

• Credit/Debit Cards: Refunds will be credited to the original payment method within 3-5 business days
• Cash Payments: Cash refunds will be provided immediately in-store, or check refunds mailed within 7-10 business days
• Gift Cards: Refunds will be credited back to the original gift card or new gift card issued
• Digital Wallets: Refunds processed through the original wallet service within 1-3 business days

Processing Timeline

• Request acknowledgment: Within 4 hours during business hours
• Investigation completion: 1-2 business days
• Refund processing: 1 business day after approval
• Bank processing time: 2-5 business days (varies by financial institution)

6. Exchanges Policy

In many cases, we may offer exchanges as an alternative to refunds:

Exchange Options

• Immediate Replacement: For incorrect orders, we can prepare the correct item immediately
• Store Credit: Full value store credit for future purchases, valid for 12 months
• Menu Substitution: Exchange for a different menu item of equal or lesser value
• Future Order Credit: Credit applied to your next order with special preparation instructions

Exchange Benefits

• Faster resolution than refund processing
• Opportunity to try different menu items
• Store credits may include bonus value for inconvenience
• No waiting for bank processing times

Our customer service team will discuss exchange options with you during your refund request to find the best solution for your situation.

7. Damaged or Defective Items

We have special policies for orders that arrive damaged, contaminated, or with quality defects:

Immediate Action Items

• Food Safety Concerns: Do not consume the item and contact us immediately
• Documentation: Take photos of the damaged or defective items if safe to do so
• Preservation: Keep the item(s) available for potential inspection
• Contact Time: Report issues within 2 hours of receipt for hot items, 6 hours for cold items

Our Response

• Immediate full refund for food safety issues
• Replacement order prepared with priority handling
• Investigation into preparation and handling processes
• Follow-up to ensure satisfaction with resolution
• Additional compensation for inconvenience when appropriate

8. Contact Information

For refund requests, questions about this policy, or to speak with our customer service team, please use the following contact methods:

When contacting us about a refund, please have the following information ready:

• Order number or receipt
• Date and time of order
• Description of the issue
• Photos of the problem (if applicable)
• Preferred resolution method

Contact Customer Service