Refund Policy

Last Updated: May 1, 2024

Introduction

At Salvatore Pizza, customer satisfaction is our top priority. We understand that sometimes things don't go as planned, and we are committed to addressing any issues that may arise with your order. This Refund Policy outlines the conditions under which we offer refunds, credits, or replacements for orders placed through our website, mobile application, or by phone.

Our Satisfaction Guarantee

We stand behind the quality of our products. If you are not completely satisfied with your order, please let us know, and we will make it right. Our goal is to ensure every customer has an exceptional experience with Salvatore Pizza.

Conditions for Refunds

We offer refunds, store credits, or replacement items under the following circumstances:

1. Order Quality Issues

  • Incorrect Items: If you receive items that are different from what you ordered.
  • Missing Items: If any items are missing from your order.
  • Food Quality: If there are significant quality issues with your food (e.g., undercooked, burnt, contains foreign objects).
  • Temperature Issues: If your food arrives cold when it should be hot (except in cases where delivery was significantly delayed due to an incorrect address or customer unavailability).

2. Delivery Issues

  • Excessive Delay: If your order is delivered more than 30 minutes beyond our estimated delivery time (unless due to factors outside our control such as severe weather, major traffic incidents, or incorrect customer information).
  • Damaged in Transit: If your order arrives significantly damaged due to improper handling during delivery.
  • Non-Delivery: If your order is confirmed and charged but never delivered.

3. Technical or System Errors

  • Double Charging: If you were charged multiple times for the same order.
  • System Errors: If our system processes your order incorrectly due to a technical glitch.

How to Request a Refund

If you experience any of the issues mentioned above, please contact us as soon as possible. You can request a refund through the following methods:

  1. Phone: Call our Customer Service team at +1 (914) 446-3225 during business hours (11:00 AM - 10:00 PM, Monday through Sunday).
  2. Email: Send an email to support@salvatorepizza.com with your order details and the reason for your refund request.
  3. Mobile App/Website: Use the "Help" or "Report a Problem" feature in your account to submit a refund request.
  4. In-Person: Visit any of our locations and speak with a manager (for pick-up orders only).

To process your refund request efficiently, please provide the following information:

  • Order number or confirmation code
  • Date and time of the order
  • Specific items that were problematic
  • Description of the issue
  • Photos of the problem, if applicable (especially for quality or damage issues)

Refund Processing Timeframe

We strive to process all refund requests promptly:

  • Review Period: All refund requests are reviewed within 24-48 hours of submission.
  • Approval Process: Once approved, refunds are processed within 1-3 business days.
  • Credit Card Refunds: Depending on your financial institution, it may take an additional 3-10 business days for the refund to appear on your account or statement.
  • Store Credits: These are applied to your account immediately upon approval.

Refund Methods

Refunds will typically be issued using the original payment method:

  • Credit/Debit Card Payments: Refunded to the original card used for the purchase.
  • Digital Wallet Payments (Apple Pay, Google Pay, etc.): Refunded to the original payment method.
  • Gift Card Purchases: Refunded as store credit to your account.
  • Cash Payments (for in-store pick-up orders): Refunded in cash if you return to the store, or as store credit if requested remotely.

Refund Alternatives

In some cases, we may offer alternatives to a monetary refund:

  • Replacement Order: We may offer to remake and deliver/prepare your order correctly.
  • Partial Refund: If only part of your order had issues, we may refund just the affected items.
  • Store Credit: We may offer store credit with additional value (e.g., 110% of the order value) as a goodwill gesture.
  • Promotional Offer: We may provide a discount or free item on your next order.

Non-Refundable Situations

In certain circumstances, we may be unable to provide a refund:

  • Late Refund Requests: Refund requests made more than 48 hours after the order was delivered or picked up.
  • Customer Error: Issues resulting from incorrect information provided by the customer (e.g., wrong delivery address, incorrect phone number).
  • Customized Orders: Special requests or heavily modified items that were prepared according to your specifications.
  • Consumable Products: Items that have been partially or fully consumed, unless there was a quality or safety issue.
  • Third-Party Delivery Services: For orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats), refund requests must be directed to the respective platform according to their policies.

Special Circumstances

Catering Orders

Catering orders are subject to a modified refund policy:

  • Cancellations made at least 24 hours before the scheduled delivery/pickup time are eligible for a full refund.
  • Cancellations made less than 24 hours but more than 12 hours before the scheduled time may receive a 50% refund.
  • Cancellations made less than 12 hours before the scheduled time are not eligible for a refund.
  • Quality issues with catering orders will be addressed on a case-by-case basis.

Pre-Ordered Items

For pre-ordered items or advance orders:

  • Cancellations made at least 4 hours before the scheduled pickup/delivery time are eligible for a full refund.
  • Cancellations made less than 4 hours before the scheduled time may not be eligible for a refund.

Promotional Items and Discounts

For items purchased with promotional discounts or special offers:

  • Refunds will reflect the actual amount paid after discounts.
  • Free items obtained through promotions are not eligible for cash refunds.
  • Promotional discounts that have been applied and used cannot be refunded or transferred to other orders.

Exceptions and Discretionary Refunds

We understand that unique situations may arise that are not explicitly covered by this policy. In such cases, our management team may authorize discretionary refunds based on the specific circumstances and our commitment to customer satisfaction.

Updates to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage customers to review this policy periodically for any updates.

Contact Us

If you have any questions about our Refund Policy, please contact us at:

Salvatore Pizza
3295 Torrance Loaf Stoltenbergberg
NT X5V-7T9, California
Email: support@salvatorepizza.com
Phone: +1 (914) 446-3225

Our customer service team is available from 11:00 AM to 10:00 PM, Monday through Sunday, to assist you with any concerns or questions.

Thank you for choosing Salvatore Pizza. We appreciate your business and are committed to providing you with the best possible dining experience.