Customer Refund Policy
Effective Date: 5/12/2025
GrubbShack is committed to providing a top-tier experience for every customer. Occasionally, things go wrong. This policy outlines how and when customers may request a refund, and how those requests are handled.
1. Eligibility for Refunds
You may request a refund if your order has any of the following issues:
Order Issues
- Missing item(s)
- Wrong item(s) delivered
- Item(s) prepared incorrectly (e.g., special instructions ignored)
- Poor food quality (e.g., spoiled or undercooked)
- Cold food that should have been hot
Delivery Issues
- Order never arrived
- Delivered to wrong address
- Spilled or damaged food upon arrival
- Late delivery (over 30 minutes late)
Payment or System Errors
- Duplicate charges
- Unauthorized order
- Promo code not applied properly
2. How to Request a Refund
Follow these steps within 48 hours of receiving your order:
- Open the GrubbShack app or website
- Go to Orders and select the affected order
- Click “Report a Problem” and provide relevant details or photos
3. Types of Refunds
- Full refund – for undelivered or fully incorrect orders
- Partial refund – for missing or incorrect items
- Credit to GrubbShack Wallet – for fast minor issue resolution
- No refund – if the order was fulfilled correctly or lacks evidence
4. Refund Processing Time
Estimated processing times:
- Credit to GrubbShack Wallet: Instant (once approved)
- Refund to credit/debit card: 5–10 business days (depending on your bank)
5. Limitations & Abuse Prevention
- Excessive refund requests may result in account review
- Fraudulent or false claims may lead to account suspension or deactivation
6. Need Help?
For additional support, contact our team:
- Email: support@grubbshack.com
- Phone: n/a
- Hours: 9 AM – 5 PM EST, 7 days a week
