Refund Policy

Timeframe Requirements

• Dine-in orders: Issues must be reported before leaving the restaurant or within 24 hours of your visit
• Takeout orders: Issues must be reported within 2 hours of pickup
• Delivery orders: Issues must be reported within 1 hour of delivery
• Catering orders: Issues must be reported within 4 hours of event start time
• Gift cards: Refund requests must be made within 30 days of purchase

Proof of Purchase

• Original receipt or order confirmation number
• Payment method used for the transaction
• Contact information associated with the order
• For online orders: email confirmation or account order history

Valid Reasons for Refunds

• Incorrect order received (wrong items or missing items)
• Food quality issues (undercooked, overcooked, or spoiled)
• Temperature issues (cold food when hot expected)
• Delivery delays exceeding 45 minutes from estimated time
• Damaged or contaminated food items
• Dietary restriction violations (allergen contamination)
• Service failures resulting in inedible food

Step 1: Contact Us Immediately

• Call our customer service line: +1 303-455-9463
• Email us at: [email protected]
• Speak with a manager at the restaurant location
• Use our online contact form for non-urgent requests

Step 2: Provide Required Information

• Order number or receipt details
• Date and time of purchase
• Description of the issue
• Photos of problematic items (if applicable)
• Your contact information
• Preferred resolution method

Step 3: Investigation and Resolution

• Our team will investigate your claim within 24 hours
• We may contact you for additional information
• Management will review photographic evidence if provided
• Kitchen staff may be consulted for preparation-related issues
• A resolution will be offered based on our findings

Step 4: Resolution Implementation

• Approved refunds will be processed immediately
• You will receive confirmation of the resolution
• Refund timeline depends on payment method (see section 5)
• Store credits or replacement orders will be arranged

Payment Method Processing Times

• Credit Cards: 3-5 business days to appear on statement
• Debit Cards: 1-3 business days for funds to be available
• Cash payments: Immediate refund available at restaurant location
• Digital wallets: 1-2 business days (Apple Pay, Google Pay, etc.)
• Gift cards: Immediate store credit or new gift card issued
• Third-party apps: 5-7 business days (subject to platform policies)

Refund Limitations

• Refunds will be issued to the original payment method
• Partial refunds may be issued for partially consumed orders
• Cash refunds over $100 may require manager approval
• International payment methods may take up to 10 business days
• Bank processing fees are not covered by Anthony's Coal Fired Pizza

When Exchanges Are Preferred

• Incorrect orders can be remade immediately
• Temperature issues with dine-in orders
• Minor preparation mistakes
• Customer preference changes before food preparation
• Size or topping adjustments

Exchange Benefits

• Faster resolution than refund processing
• Ensures you receive the meal you wanted
• No waiting for payment processing
• May include complimentary items for the inconvenience
• Priority preparation for replacement orders

Store Credit Alternative

Store credit may be offered when:

• Immediate replacement is not possible
• Customer prefers future dining flexibility
• Issues occur during peak hours
• Credit amount exceeds order value (compensation for inconvenience)
• Store credit never expires and can be used at any location

Immediate Actions Required

• Stop consumption immediately if food appears contaminated
• Preserve the item for inspection (do not discard)
• Take photographs showing the issue clearly
• Contact us within 30 minutes of discovery
• Document any health concerns and seek medical attention if necessary

Expedited Resolution

• Full refund guaranteed for proven defective items
• Replacement meal provided immediately when possible
• Additional compensation for significant inconvenience
• Investigation into kitchen procedures to prevent recurrence
• Follow-up contact to ensure customer satisfaction

Health and Safety Priority

• Immediate removal of affected batch items if contamination suspected
• Health department notification when required
• Coverage of reasonable medical expenses related to confirmed food safety issues
• Cooperation with health investigations
• Implementation of additional safety measures

Escalation Process

If you are not satisfied with the initial resolution:

• Step 1: Request to speak with a restaurant manager
• Step 2: Contact regional management for franchise locations
• Step 3: Submit a formal complaint to corporate headquarters
• Step 4: All escalated cases reviewed within 48 hours
• Step 5: Final resolution provided by senior management

Required Information for Refund Requests

Please have the following information ready when contacting us:

• Full name and phone number
• Order date and approximate time
• Receipt number or order confirmation
• Description of items ordered
• Detailed explanation of the issue
• Photos of problematic items (if applicable)
• Preferred resolution method