Refund Policy

Effective Date: April 2, 2026 | Last Updated: April 2, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are deeply committed to delivering an exceptional dining experience with every order. We take pride in the quality of our coal-fired pizzas, appetizers, and other menu items. However, we understand that there may be occasions where an order does not meet your expectations or an issue arises that warrants a refund or replacement.

This Refund Policy explains your rights and our obligations regarding refunds, cancellations, and exchanges. This policy applies to all orders placed directly through our website pizz-anthonys.top, by phone, or in person at our location. If you placed an order through a third-party delivery platform, please refer to that platform's refund policy as their terms may differ.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. A refund or replacement may be issued under the following eligible circumstances:

• Incorrect Order: You received an item or order that does not match what was placed or confirmed at the time of purchase.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food item(s) received were spoiled, undercooked, overcooked, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: If you received an item containing an ingredient that was not disclosed on the menu and you suffered an adverse reaction, please contact us immediately. We take food safety and allergen concerns extremely seriously.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Never Received: Your order was confirmed and paid for but was never delivered, and the issue was not caused by an incorrect address provided by you.

Refund requests that do not meet the above criteria may be reviewed on a case-by-case basis at the sole discretion of Anthony's Coal Fired Pizza management.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Requests submitted beyond these timeframes may not be honored. We encourage all customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable conditions carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order has been prepared or delivered.
• Customized Orders: Items specially prepared with custom modifications, specific ingredient substitutions, or special requests are non-refundable unless a quality issue is present.
• Partially Consumed Food: We cannot process refunds for items that have been largely or fully consumed unless a documented quality issue was identified before consumption.
• Delivery Fees: Delivery charges are non-refundable in all circumstances except where the order was entirely undelivered due to our error.
• Promotional or Discounted Items: Items purchased at a special promotional discount or as part of a limited-time deal may not be eligible for refunds unless there is a verifiable quality concern.
• Gift Cards and Store Credits: Purchased gift cards and issued store credits are non-refundable and cannot be exchanged for cash.
• Third-Party Platform Orders: Orders placed through third-party delivery applications (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' refund policies. Anthony's Coal Fired Pizza is not responsible for resolving disputes originating from third-party orders.

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

To submit a refund request, please follow these steps:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the item(s) in question, including the packaging, the food itself, and your receipt or order confirmation. Documentation significantly speeds up the review process.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizz-anthonys.top
3. Step 3 — Provide Your Order Information: When submitting your request, include the following details:
   • Full name on the order
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review and Response: Our team will review your request and respond within 1 to 2 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: Once your claim is approved, we will process your refund, issue a replacement, or apply a store credit as agreed upon.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the timing of when the funds appear in your account is ultimately subject to your financial institution's processing timeline. Anthony's Coal Fired Pizza is not responsible for delays caused by banking institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the rest was delivered properly.
• An item was partially consumed before a quality issue was identified.
• A discount, coupon, or promotional code was applied to the original order, and the refund will reflect the adjusted amount paid.
• The issue reported is minor and does not justify a full refund in the reasonable assessment of our team.

In all partial refund cases, our team will communicate the exact amount being refunded and the reasoning behind the decision before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or the affected item(s) free of charge. This is often the fastest way to resolve your concern, especially for pickup orders.

Exchanges are subject to the following conditions:

• The replacement request must be submitted within the eligible timeframe as stated in Section 3 of this policy.
• The original item(s) may be required to be returned at the time of replacement for in-store pickup orders.
• Replacements are subject to availability. If a specific menu item is temporarily unavailable, we will offer an alternative of equal or greater value or issue a store credit.
• Exchanges are available for dine-in and pickup orders. For delivery orders, a replacement delivery may be issued at our discretion based on delivery zone and timing.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders (Delivery and Pickup)

• Before Preparation Begins: If you contact us immediately after placing your order and the kitchen has not yet begun preparing it, we will cancel the order and issue a full refund with no penalty.
• After Preparation Has Begun: Once our kitchen staff has started preparing your order, we are unable to guarantee a cancellation. A store credit may be offered at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be canceled. You will need to follow the standard refund request process upon receipt if there is an issue.

9.2 Catering and Large Group Orders

• More than 48 Hours in Advance: Full refund issued with no cancellation fee.
• 24 to 48 Hours in Advance: A cancellation fee of up to 50% of the total order value may be applied, as ingredients and preparation may have already commenced.
• Less than 24 Hours in Advance: No refund will be issued as the full preparation process will have already begun. A store credit for future use may be considered on a case-by-case basis.

To cancel a catering or pre-scheduled order, please contact us as soon as possible at [email protected].

10. Dispute Resolution Process

We value every customer and aim to resolve all concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

Step 1 — Escalation to Management

If your initial refund request has been denied or you believe the resolution offered was insufficient, you may request a formal review by contacting us at [email protected] with the subject line "Refund Dispute — Escalation Request." Please include your original case reference number and any additional supporting documentation. A senior team member will review your case within 3 business days.

Step 2 — Informal Mediation

If the escalated review does not resolve your concern to your satisfaction, we encourage an informal mediation process. Both parties agree to engage in good-faith communication to reach a mutually acceptable resolution before pursuing any formal legal action.

Step 3 — Consumer Protection Agencies

If an agreement cannot be reached through internal escalation and informal mediation, customers retain the right to file a complaint with applicable consumer protection agencies, including:

• The Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Consumer Protection Division
• The Better Business Bureau (BBB): www.bbb.org

Step 4 — Legal Action

Any disputes not resolved through the above steps that require legal proceedings shall be governed by the laws of the United States and the state in which Anthony's Coal Fired Pizza operates. Both parties agree to submit to the jurisdiction of the applicable courts in that state for resolution of such matters.

11. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the contact details below. We are committed to responding promptly and resolving your concern as efficiently as possible.

12. Policy Updates

Anthony's Coal Fired Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.