Pizza de Weyz · New York City
This policy explains when we refund or remake a delivered order, how to report an issue, and the timelines you should expect. It applies to orders placed by phone or through the site, for delivery and carryout. It is written in plain language on purpose: a policy that only a lawyer can read is not a policy a customer can use.
We remake or refund an order when the pizza delivered is materially different from what you ordered, when it arrived damaged or clearly below our own temperature standard, or when the order did not arrive at all.
“Materially different” means the wrong pie, the wrong size, or a missing item. If you are not sure whether your situation qualifies, call and we will tell you honestly, including when the answer is no.
Once a pizza has been accepted and largely eaten, it is not refundable for taste alone. Preferences differ; a topping you dislike is not a defect.
We also do not refund for delays caused by events outside the delivery route, like a building that refused entry or a buzzer that did not work after we called. We will still talk through what happened, but the outcome may not be a refund.
Kitchen note on taste
Topping preferences, crust preference, and spice level are not defects. If you want to change how a pie is made before it goes into the oven, call us — it is far easier to adjust a build than to refund a finished one.
Reporting
Call the kitchen at +1-212-555-0954 with the ticket time from the box, the order number if you have it, and a short description of the problem. If you would rather write, the contact form works, but a live issue is always faster by phone.
01
Every box carries its own ticket time, printed when the pie came out of the oven. It is the fastest way for the kitchen to find your order on the rail.
02
A short description is enough. Photos help if the issue is visible, and they speed up the decision. Keep the box or order contents if you can; they sometimes tell us what went wrong on the route.
03
Issues reported during kitchen hours get an answer the same day. For a remake, we usually send a replacement on the next available delivery slot.
Timelines
We reply to a reported issue the same day during kitchen hours. The refund side of the process has one part we cannot control: your bank or card issuer. Exact posting time depends on the issuer, not on us, and we cannot shorten it.
| Stage | What happens | Timing |
|---|---|---|
| Reply | We read your report and confirm what we will do next. | Same day |
| Remake | A replacement pie goes out on the next available delivery slot. | Next slot |
| Refund initiated | We notify you the moment the refund is started on our side. | On decision |
| Refund posted | Your bank or card issuer posts the amount back to your account. | A few business days (issuer) |
The standards are the same for a pizza handed over at the counter and a pizza delivered to your door, with one difference: a carryout order is inspected by you at the counter, so a problem can be caught before you leave. Delivery issues usually surface when the box opens. If you catch a carryout issue on the spot, we will fix it before you walk out the door.
See the delivery areas we coverRefunds go back to the same method used to pay. If you paid by card at the door or in person, we reverse the charge to that card. If you paid cash, we refund in cash at the counter or arrange another method with you. We do not issue store credit in place of a refund unless you specifically ask for it, and we will not choose that for you.
iii. Before the oven
If your order has not yet gone into the oven, we can usually change or cancel it. Once the pizza is on the peel, we cannot pull it back.
Call the kitchen as soon as you know you need a change. If you cancel after the pie has gone in, the order is subject to the same standards as a delivered pizza, and we may need to charge for what was already made.
If we disagree
If you disagree with our decision on a refund or remake, tell us and we will look again. We would rather resolve a disagreement directly than have it escalate to a card dispute, which costs both of us time.
Review, in two steps
First review
We re-read your report, the ticket time, and the dispatch record for your order, and get back to you with what we found.
Second review
If we still disagree after a second review, we will tell you that in writing and explain where you can take it further. That is the honest end of the process.
