Refund Policy

At Wing Snob, we are dedicated to delivering an unparalleled dining experience with every order. Our commitment to excellence extends beyond the kitchen to encompass complete customer satisfaction. We understand that exceptional service includes addressing any concerns promptly and professionally.

This refund policy reflects our dedication to maintaining the highest standards of culinary excellence and customer service. We believe that every interaction should exceed expectations, and when circumstances fall short of our elevated standards, we are committed to making it right.

Timeframe Requirements

• Refund requests must be submitted within 24 hours of order delivery or pickup
• For catering orders, requests must be made within 4 hours of the scheduled service time
• Special event orders require notification within 2 hours of delivery
• Gift card refunds are available within 30 days of purchase if unused

Required Documentation

• Original order confirmation number or receipt
• Valid identification matching the order placement information
• Photographic evidence for quality-related concerns
• Detailed description of the specific issue or concern

Product Condition Standards

• Items must be substantially unused and in original packaging where applicable
• Quality concerns must be documented with clear photographic evidence
• Temperature-related issues must be reported immediately upon delivery
• Custom orders require specific justification for refund eligibility

Food Items

• Custom-prepared orders that meet specified requirements
• Items consumed beyond reasonable sampling amounts
• Special dietary modification requests that were fulfilled as ordered
• Promotional or discounted items (exceptions may apply for quality issues)

Services

• Completed catering services where contractual obligations were fulfilled
• Event planning consultation fees
• Delivery fees for successfully completed deliveries
• Service charges and gratuities

Digital Products

• Redeemed gift cards or promotional codes
• Loyalty program rewards that have been utilized
• Downloaded digital receipts or promotional materials

Our streamlined refund process is designed to resolve concerns efficiently while maintaining our commitment to exceptional service.

1. Initial Contact: Contact our customer service team via phone at +1 202-915-9004 or email at [email protected] within the specified timeframe.
2. Documentation Review: Provide your order number, detailed description of the concern, and any supporting photographic evidence.
3. Assessment: Our quality assurance team will review your request within 2-4 business hours during operational hours.
4. Resolution Determination: We will propose an appropriate resolution, which may include full refund, partial refund, replacement, or alternative compensation.
5. Approval Notification: Once approved, you will receive confirmation of the refund amount and processing timeline.
6. Processing: Refunds are processed according to the timelines specified in our refund methods section.

Payment Method Requirements

All refunds are processed to the original payment method used for the purchase. We maintain this policy to ensure security and compliance with financial regulations.

Processing Timeframes

• Credit Cards: 3-5 business days for processing, 1-2 billing cycles for statement reflection
• Debit Cards: 3-7 business days depending on issuing bank policies
• Digital Wallets: 1-3 business days for most platforms
• Bank Transfers: 5-7 business days for completion
• Cash Orders: Immediate refund available in-store or check processing within 7-10 business days

Alternative Compensation

In certain circumstances, we may offer alternative compensation methods including:

• Wing Snob store credit with extended validity periods
• Complimentary menu upgrades for future orders
• Priority booking status for catering services
• Exclusive access to new menu items and special events

Wing Snob recognizes that sometimes an exchange better serves our customers' needs than a traditional refund. Our flexible exchange policy provides various options to ensure satisfaction.

Exchange vs. Refund Considerations

• Exchanges may be processed more quickly than monetary refunds
• Menu substitutions can often be accommodated within the same order value
• Exchanges allow customers to experience alternative menu offerings
• Store credit exchanges provide flexibility for future purchases

Exchange Options

• Direct menu item substitution of equal or lesser value
• Store credit for the full order amount plus 10% bonus value
• Upgrade to premium menu selections with price adjustment
• Future catering credit for large orders

Wing Snob maintains the highest quality standards throughout our preparation and delivery processes. However, we recognize that extraordinary circumstances may occasionally result in damaged or defective items.

Immediate Actions

• Document the issue immediately with clear photographs
• Contact customer service within 30 minutes of receipt if possible
• Preserve the item and packaging for potential inspection
• Do not consume questionable items for safety purposes

Expedited Resolution

Damaged or defective items receive priority processing with the following guarantees:

• Immediate replacement order preparation when reported within 1 hour
• Full refund processing within 24 hours
• Complimentary delivery for replacement orders
• Additional compensation for significant inconvenience

Quality Investigation

Serious quality issues trigger our comprehensive investigation process:

• Internal quality control review and documentation
• Staff retraining when procedural issues are identified
• Supplier communication for ingredient-related concerns
• Process improvements to prevent future occurrences

Our dedicated customer service team is committed to resolving refund requests promptly and professionally. We provide multiple convenient channels for customer support.

Business Hours

Customer service representatives are available during the following hours:

• Monday - Friday: 9:00 AM - 9:00 PM EST
• Saturday - Sunday: 10:00 AM - 8:00 PM EST
• Holidays: Limited hours, please call for availability

Response Time Commitment

• Phone calls answered within 3 rings during business hours
• Email responses within 2-4 hours during business days
• Emergency food safety concerns addressed immediately
• Follow-up communication within 24 hours of resolution