Refund Policy

Last updated: January 15, 2025

Overview

At Marco Pizza, we strive to provide the highest quality food and service to our customers. We understand that sometimes issues may arise with your order, and we're committed to resolving them to your satisfaction.

This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund. By placing an order with Marco Pizza, you agree to the terms outlined in this policy.

Refund Eligibility

We may issue refunds or credits in the following circumstances:

Quality Issues

If your food arrives in unsatisfactory condition (cold, incorrect items, quality issues), please contact us within 30 minutes of delivery or pickup. We may offer a full refund, replacement, or credit.

Order Errors

If we make an error in your order (wrong items, missing items), please notify us immediately. We will correct the error by delivering the missing/correct items or issuing a refund for the incorrect items.

Delivery Issues

For significant delivery delays (over 60 minutes past estimated time) or failure to deliver, we may issue a partial or full refund at our discretion.

Non-Refundable Situations

Refunds will generally not be provided in the following circumstances:

Change of mind after order has been prepared
Failure to provide correct delivery address
Customer not available to receive delivery
Minor preferences not met (e.g., "not as spicy as I'd like")
Allergy concerns when not previously disclosed
Food that has been partially or completely consumed

Refund Process

To request a refund, please follow these steps:

Contact us immediately - Call us at (212) 941-7994 within 30 minutes of receiving your order
Provide order details - Have your order number and receipt ready
Describe the issue - Explain clearly what was wrong with your order
Provide evidence if possible - Photos can help us understand the issue

Need to Request a Refund?

We're available during our business hours to assist you.

Once we receive your refund request, we will:

Acknowledge your request within 2 hours during business hours
Investigate the issue with our kitchen and delivery teams
Make a determination within 24 hours
Process approved refunds within 3-5 business days

Refund Methods

Refunds will be issued using the original payment method whenever possible:

Payment Method	Refund Method	Processing Time
Credit/Debit Card	Original card	3-5 business days
Cash	Cash refund or store credit	Immediate (in-store)
Online Payment	Original payment account	3-7 business days
Gift Card	Store credit	Immediate

Store Credit Option

In some cases, we may offer store credit instead of a monetary refund. Store credit:

Never expires
Can be used for any future order
Is transferable
May include a bonus amount as a goodwill gesture

You will receive store credit in the form of a digital code that can be applied during checkout on our website or provided to our staff when ordering by phone.

Policy Changes

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to this page. For material changes, we will notify customers via email or through notices on our website.

We encourage you to review this policy periodically to stay informed about our refund practices.

Refund Policy FAQs

Common questions about our refund process

How long do I have to request a refund?

You must contact us within 30 minutes of receiving your order to be eligible for a refund. This allows us to address issues while they're still fresh and verify the circumstances.

What if I have food allergies that weren't accommodated?

We take food allergies very seriously. If you notified us of your allergy when placing the order and we failed to accommodate it, we will issue a full refund. If you did not notify us, we cannot be responsible for allergic reactions.

Can I get a refund if my pizza arrives cold?

Yes, if your pizza arrives at an unsatisfactory temperature, please contact us immediately. We will typically offer to redeliver a fresh pizza or issue a refund for the affected items.

What if I received the wrong order?

If you receive the wrong items, contact us right away. We will arrange for delivery of your correct order and you may keep the incorrect items, or we will issue a refund for the incorrect items.

Do you offer partial refunds?

Yes, in some cases we may issue partial refunds. For example, if only one item in your order was incorrect or of poor quality, we may refund just that item rather than the entire order.