Return Policy

Introduction

At Pizzaiolo, we are committed to ensuring your satisfaction with every order. This Return Policy outlines the terms and conditions under which we accept returns and provide refunds for our products and services. Please read this policy carefully before placing an order with us.

Order Cancellation

Before Preparation Begins

Orders can be cancelled free of charge before the preparation of your food begins. To cancel an order, please contact us immediately at (819) 964-0563 or info@pizzaiolo-c.com. Once we confirm cancellation, a full refund will be issued to your original payment method within 5-10 business days.

After Preparation Begins

Once food preparation has begun, orders cannot be cancelled. However, if you encounter an issue with your order, please refer to our satisfaction guarantee policy below.

Satisfaction Guarantee

If you are not satisfied with your order, please contact us within 30 minutes of receiving your order (delivery or pickup). We will work to resolve any issues, which may include:

• Replacement of incorrect or unsatisfactory items
• Full or partial refund at our discretion
• Credit toward a future order

To qualify for our satisfaction guarantee, you must contact us within 30 minutes of receiving your order and provide your order number. We may request photos of the issue for our records and quality improvement purposes.

Refund Eligibility

Eligible Situations

Refunds may be issued in the following situations:

• Order cancelled before preparation begins
• Incorrect items received
• Poor quality or food safety concerns
• Significant delay in delivery beyond estimated time
• Order not received (after investigation)
• Items damaged during delivery

Non-Eligible Situations

Refunds will not be issued in the following situations:

• Change of mind after receiving the order
• Failure to contact us within 30 minutes of order receipt
• Incorrect delivery address provided by the customer
• Failure to be available for delivery at the scheduled time
• Allergies or dietary restrictions not communicated at the time of ordering
• Orders not picked up within a reasonable time frame

Refund Process

How to Request a Refund

To request a refund, please contact us through one of the following methods:

• Phone: Call us at (819) 964-0563 during business hours
• Email: Send an email to info@pizzaiolo-c.com with your order number and reason for refund
• In Person: Visit our location at 2305 Chemin Rockland, Mont-Royal, QC H3P 3E9

Please have your order number ready when contacting us. Our customer service team will review your request and respond within 24-48 hours.

Refund Processing Time

Once your refund request is approved, refunds will be processed to your original payment method within 5-10 business days. The time it takes for the refund to appear in your account depends on your payment provider or financial institution.

Delivery Issues

Late Deliveries

If your delivery is significantly delayed beyond the estimated delivery time (more than 30 minutes), please contact us immediately. We will investigate and may provide compensation such as a partial refund, discount on future orders, or replacement of items that may have been affected by the delay.

Missing Orders

If you have not received your order within a reasonable time, please contact us immediately. We will investigate and, if confirmed, provide a full refund or resend your order at no additional charge.

Pickup Orders

For pickup orders:

• Orders must be picked up within the specified time frame
• Orders not picked up within 2 hours may be cancelled, and a refund may be issued at our discretion
• If you are unable to pick up your order, please contact us to arrange a new pickup time or cancel the order

Special Promotions and Deals

Items purchased as part of special promotions, deals, or discounted offers are subject to the same return policy. However, if you return part of a promotional bundle, the discount may be recalculated based on the remaining items. Refunds for promotional items will be calculated based on the actual amount paid after discounts.

Gift Cards and Store Credit

Gift cards and store credit are non-refundable and cannot be exchanged for cash. They can only be used for purchases at Pizzaiolo. Gift cards do not expire unless required by applicable law.

Dispute Resolution

If you are not satisfied with our resolution of your return or refund request, please contact our management team at info@pizzaiolo-c.com. We are committed to resolving all customer concerns fairly and promptly.

Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to this page. We encourage you to review this policy periodically to stay informed about our return and refund practices. The "Last updated" date at the top of this page indicates when the policy was last revised.

Contact Us

If you have any questions about this Return Policy or need to request a return or refund, please contact us: