Refund Policy

1. Overview

Last Updated: January 2025

At Wing Snob, customer satisfaction is at the heart of everything we do. We take pride in serving high-quality wings and food items, and we stand behind every order we prepare. This Refund Policy outlines our commitment to ensuring you have a positive experience with us.

This policy applies to all orders placed through our website (wingsnob.digital), in-store purchases, phone orders, and third-party delivery platforms where applicable. Please read this policy carefully to understand your rights and our procedures for handling refund requests.

2. Eligibility for Refunds

To be eligible for a refund, the following conditions must generally be met:

2.1 Timeframe Requirements

• Immediate Issues: Quality concerns, incorrect orders, or missing items must be reported within 2 hours of receiving your order
• Delivery Issues: Non-delivery or significant delays must be reported within 24 hours of the scheduled delivery time
• Merchandise/Gift Cards: Requests must be made within 30 days of purchase for unopened merchandise
• Catering Orders: Cancellations must be made at least 48 hours before the scheduled event

2.2 Condition Requirements

• Food items must not have been substantially consumed (more than 25% of the order)
• The issue must be documented with photos when applicable
• Original packaging should be retained when possible
• Merchandise must be unused and in original condition with tags attached

2.3 Proof of Purchase

You must provide one of the following:

• Order confirmation email or number
• Receipt (physical or digital)
• Credit card statement showing the transaction
• Order history from your Wing Snob account

3. Non-Refundable Items

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

4. Refund Process

Follow these steps to request a refund:

1. Document the Issue

   Take clear photos of the problem (incorrect items, quality issues, damaged packaging). Note the date, time, and order number. Keep all original packaging and receipts.

2. Contact Us Promptly

   Reach out within the required timeframe via phone (+1 207-348-6900), email ([email protected]), or through our website contact form. Include your order number and detailed description of the issue.

3. Provide Required Information

   Share your proof of purchase, photos/documentation, and preferred resolution (refund, replacement, or store credit). Our team will acknowledge receipt within 24 hours.

4. Await Review

   Our customer service team will review your request within 1-3 business days. We may contact you for additional information if needed.

5. Receive Resolution

   Once approved, your refund will be processed within 5-7 business days. You'll receive confirmation via email with details of the resolution.

5. Refund Methods

Refunds are processed according to the original payment method:

5.1 Credit/Debit Card Payments

• Refunds are credited back to the original card used for purchase
• Processing time: 5-10 business days depending on your bank
• The refund will appear on your statement as "Wing Snob Refund" or similar

5.2 Cash Payments

• Cash refunds available for in-store returns with receipt
• For phone/online orders paid cash on delivery, store credit may be issued
• Refunds over $50 may require manager approval

5.3 Digital Wallets (Apple Pay, Google Pay, PayPal)

• Refunds processed to the original digital wallet account
• Processing time: 3-7 business days

5.4 Store Credit

• Available as an alternative to monetary refunds
• Store credit never expires
• Can be used for any Wing Snob purchase
• Non-transferable and cannot be redeemed for cash

6. Exchanges

We're happy to exchange items when possible:

6.1 Food Item Exchanges

• Incorrect Orders: We'll remake your order correctly at no additional charge
• Quality Issues: Replacement items provided immediately when reported promptly
• Preference Changes: May be accommodated before preparation begins (subject to availability)

6.2 Merchandise Exchanges

• Exchanges accepted within 30 days of purchase
• Items must be unworn, unwashed, and in original condition
• Size and color exchanges subject to availability
• Price differences will be charged or refunded accordingly

6.3 When Exchanges Are Preferred

In many cases, an exchange or replacement may be faster and more convenient than a refund. If you're near one of our locations, we can often provide immediate replacements for:

• Missing items from your order
• Items that don't meet our quality standards
• Orders prepared incorrectly

7. Damaged or Defective Items

We have a special policy for orders that arrive damaged or don't meet our quality standards:

7.1 Food Quality Issues

• Undercooked/Overcooked Items: Full replacement or refund
• Cold Food (should be hot): Full replacement or refund
• Contamination/Foreign Objects: Full refund plus additional compensation may be offered
• Incorrect Allergen Handling: Full refund and investigation of the incident

7.2 Packaging Damage

• Spilled or leaked containers: Full replacement
• Crushed or damaged packaging: Full replacement
• Tampered packaging: Full refund and incident report

7.3 How to Report Damaged Items

1. Do not consume or discard the item
2. Take photos of the damage immediately
3. Contact us within 2 hours of receipt
4. Keep the item and packaging for potential inspection

8. Contact Information

Our customer service team is here to help with any refund requests or questions:

Additional Information

Policy Updates

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

Disputes

If you're unsatisfied with our resolution of your refund request, you may escalate the matter by requesting to speak with a manager or by contacting us in writing. We will review all escalated complaints within 5 business days and provide a final response.

Third-Party Orders

For orders placed through third-party platforms (DoorDash, UberEats, Grubhub, etc.), refund requests may need to be processed through the respective platform. We recommend contacting both Wing Snob and the delivery platform for the fastest resolution.

Related Policies

This refund policy should be read in conjunction with our:

• Terms of Service
• Privacy Policy
• Cookie Policy