Refund Policy

1. Overview

At Wing Snob, we are committed to providing exceptional food and service to every customer. We understand that sometimes things don't meet your expectations, and we want to make it right. This refund policy outlines our commitment to customer satisfaction and the procedures for requesting refunds or exchanges.

Our goal is to ensure that every Wing Snob experience exceeds your expectations. When it doesn't, we're here to help resolve any issues quickly and fairly. We believe in doing the right thing, and that means standing behind our products and services with confidence.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

• In-store purchases: Refunds must be requested within 2 hours of purchase while the food is still consumable
• Delivery orders: Issues must be reported within 1 hour of delivery
• Catering orders: Issues must be reported within 24 hours of the scheduled event
• Pre-orders: Cancellations accepted up to 24 hours before scheduled pickup/delivery time

Product Condition

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be returned in their original packaging when possible
• Temperature-sensitive items must have been properly stored
• Custom or special-order items may have different return conditions

Proof of Purchase

• Original receipt or order confirmation number
• Valid payment method information
• Photo evidence for quality-related issues (recommended)
• Contact information for follow-up

3. Non-Refundable Items

Certain items and circumstances are not eligible for refunds to ensure food safety and business sustainability:

Food Safety Exclusions

• Items that have been consumed more than 25%
• Food that has been improperly stored or handled
• Items returned more than 2 hours after purchase (in-store) or 1 hour after delivery
• Products that show signs of tampering or contamination

Service Exclusions

• Catering services already provided at events
• Custom orders that were made according to customer specifications
• Promotional or discounted items (case-by-case basis)
• Gift cards and store credit (non-refundable, transferable only)

Customer-Related Issues

• Wrong order due to customer error in ordering
• Taste preferences or dietary changes
• Customer unavailable for scheduled delivery
• Orders refused without valid quality concerns

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call us at +1 971-489-2202 during business hours
• Email [email protected] with your order details
• Visit our location at 548 SE Ash St, Portland, OR 97214
• Provide your order number, contact information, and reason for refund

Step 2: Documentation

• Have your receipt or order confirmation ready
• Take photos of the items if there are quality issues
• Describe the problem clearly and specifically
• Provide feedback on what went wrong to help us improve

Step 3: Return Items (If Required)

• Bring items back to our location in original packaging
• For delivery orders, our staff may arrange pickup
• Items must be returned within the eligible timeframe
• Our team will inspect returned items for quality assessment

Step 4: Resolution

• We'll determine the best resolution based on your situation
• Options include full refund, partial refund, exchange, or remake
• Most in-store issues are resolved immediately
• Complex cases may take up to 48 hours for resolution

5. Refund Methods

Refunds are processed using the following methods and timeframes:

Payment Method Refunds

• Cash payments: Immediate cash refund at our location
• Credit/Debit cards: 3-5 business days to appear on your statement
• Digital payments (Apple Pay, Google Pay): 3-5 business days
• Gift cards: Store credit issued for the refund amount

Processing Timeframes

• In-store refunds: Processed immediately during business hours
• Online/phone refunds: Initiated within 24 hours of approval
• Bank processing: Additional 3-5 business days for card refunds
• Complex cases: Up to 7 business days for full resolution

Refund Confirmation

• Email confirmation sent when refund is processed
• Reference number provided for tracking
• Contact information for follow-up questions
• Survey invitation to help improve our service

6. Exchanges

Sometimes an exchange is more appropriate than a refund. Here's our exchange policy:

When Exchanges Are Preferred

• Wrong items delivered due to our error
• Quality issues that can be resolved with a fresh replacement
• Temperature issues (cold food that should be hot)
• Missing items from your order

Exchange Process

• Same-day exchanges preferred for fresh food items
• Equal or lesser value items for direct exchange
• Additional payment required for higher-value substitutions
• Credit issued if exchange item costs less than original

Exchange vs Refund Decision

• Customer preference is always considered first
• Food safety requirements may limit exchange options
• Availability of replacement items affects exchange feasibility
• Time constraints (kitchen closure) may require refund instead

7. Damaged or Defective Items

Special policies apply to items that arrive damaged or don't meet our quality standards:

Quality Issues

• Undercooked/overcooked food: Full refund or immediate remake
• Cold delivery food: Full refund and fresh replacement
• Missing ingredients/sauces: Partial refund or completion of order
• Contaminated items: Full refund, investigation, and safety measures

Packaging and Delivery Issues

• Spilled or damaged packaging during delivery
• Missing items from delivery orders
• Incorrect items delivered
• Orders delivered to wrong address due to our error

Immediate Resolution

• Priority handling for food safety issues
• Fast-track refund processing
• Complementary replacement orders when appropriate
• Follow-up to ensure customer satisfaction

8. Contact Information

For all refund requests and customer service needs, reach out to us through any of these channels:

What to Include in Your Refund Request

• Order details: Receipt number, date/time of purchase
• Contact information: Phone number and email address
• Issue description: Clear explanation of the problem
• Photos: If applicable, photos of quality issues
• Preferred resolution: Refund, exchange, or remake preference

Response Times

• Phone calls: Immediate assistance during business hours
• Email inquiries: Response within 24 hours
• In-person visits: Immediate assistance when possible
• Complex cases: Resolution within 48-72 hours

Last updated: January 2026. We reserve the right to update this refund policy as needed. Changes will be posted on our website and in-store notifications will be provided for significant policy changes.