Refund Policy

Overview

This refund policy outlines the conditions under which refunds may be issued, the process for requesting refunds, and our commitment to resolving any issues promptly and fairly. We believe in transparency and want you to feel confident when ordering from Wing Snob.

Our policy is designed to be fair to both our customers and our business, ensuring that we can continue to provide the highest quality food and service while protecting against fraudulent claims.

Refund Eligibility

Refunds may be issued under the following conditions:

Timeframe Requirements

• Food quality issues must be reported within 2 hours of delivery or pickup
• Missing items must be reported within 30 minutes of receiving your order
• Catering orders must be reported within 1 hour of event start time
• Online order cancellations accepted up to 10 minutes after placement

Product Condition

• Food must be substantially untouched (less than 25% consumed)
• Original packaging and receipt must be available
• Clear photographic evidence may be required for quality claims
• Temperature logs may be requested for delivery orders

Proof of Purchase

• Valid receipt or order confirmation number required
• Credit card statement may be accepted in exceptional cases
• Gift card purchases must include original gift card information
• Corporate account orders require authorized person approval

Non-Refundable Items

The following items and services are generally not eligible for refunds:

• Consumed Food: Items that have been substantially consumed (more than 25%)
• Personal Preference: Dislike of taste, spice level, or portion size (unless misrepresented)
• Gift Cards: Gift card purchases are final sale and non-refundable
• Promotional Items: Free items received through promotions or loyalty programs
• Custom Orders: Specially prepared items outside our standard menu
• Event Catering: Same-day cancellations (subject to 50% cancellation fee)
• Third-Party Delivery: Delivery fees charged by external delivery services
• Change of Mind: Orders cancelled after preparation has begun
• No-Show Orders: Pickup orders not collected within 30 minutes of scheduled time

Refund Process

Follow these steps to request a refund:

Step 1: Contact Our Support Team

• Call us immediately at +1 212-823-9335 during business hours
• Email detailed complaint to [email protected]
• Visit our location at 10 Columbus Cir, New York, NY 10019
• Use our online contact form with order details

Step 2: Provide Required Information

• Order number or receipt information
• Date and time of purchase/delivery
• Detailed description of the issue
• Photos of problematic items (if applicable)
• Contact information for follow-up

Step 3: Investigation and Response

• Our team will investigate your claim within 24 hours
• We may contact you for additional information
• Quality control review may be conducted
• Decision will be communicated via your preferred method

Step 4: Resolution

• Approved refunds will be processed immediately
• Alternative solutions may be offered (replacement, store credit)
• Confirmation of refund processing will be provided
• Follow-up to ensure satisfaction

Refund Methods & Timeframes

Original Payment Method

Refunds are processed back to the original payment method used for the purchase:

• Credit Cards: 3-5 business days to appear on statement
• Debit Cards: 1-3 business days to appear in account
• Cash Purchases: Immediate cash refund at location
• Gift Cards: Credit restored to original gift card
• Corporate Accounts: Credit applied to account within 24 hours

Alternative Refund Methods

• Store Credit: Immediate credit for future orders
• Gift Card: Issued for the refund amount
• Account Credit: For registered customers with online accounts
• Bank Transfer: For international customers (5-10 business days)

Exchanges vs. Refunds

We offer both exchanges and refunds to provide flexible solutions:

When Exchanges Are Preferred

• Wrong order received (incorrect items or sizes)
• Temperature issues with delivered food
• Missing sauce or side items
• Preference for different spice level
• Quality issues that can be corrected with fresh preparation

Exchange Process

• Contact us immediately upon discovering the issue
• Return or dispose of problematic items as directed
• Receive fresh replacement items at no charge
• Priority preparation and delivery for replacements

When Refunds Are Preferred

• Food safety concerns or contamination
• Severe allergic reaction risks
• Complete order cancellation before preparation
• Customer preference for monetary return
• Unable to consume replacement items immediately

Damaged or Defective Items

Special policies apply to damaged or defective food items:

Immediate Response Required

• Contact us within 1 hour of receiving damaged items
• Do not consume items that appear spoiled or contaminated
• Preserve items and packaging for inspection if requested
• Take photos of damaged packaging or food

Types of Damage Covered

• Spilled or leaked items due to packaging failure
• Incorrect temperature (cold food hot, hot food cold)
• Contamination with foreign objects
• Signs of spoilage or foodborne illness risk
• Severely overcooked or undercooked items
• Missing components of combo meals

Priority Resolution

• Immediate full refund for safety-related issues
• Express replacement preparation and delivery
• Complimentary items for inconvenience
• Follow-up health and wellness check
• Investigation of root cause to prevent recurrence