Refund Policy

Our Commitment

At Dreamland Deli Gourmet Market, we are committed to providing high-quality food and products. If you are not satisfied with your order, we want to make it right. This policy outlines our refund and cancellation procedures.

Order Cancellations

Before Order Preparation

You may cancel your order for a full refund if:

• You contact us immediately after placing the order
• Your order has not yet begun preparation
• You contact us by phone at 917-791-5118

After Order Preparation

Once your order has begun preparation or has been completed, cancellations are not accepted. However, we may consider exceptions on a case-by-case basis for extenuating circumstances.

Refund Eligibility

We will issue a full or partial refund in the following situations:

• Incorrect Order: If you receive an order that is significantly different from what you ordered
• Quality Issues: If your food arrives in unsatisfactory condition due to preparation or handling issues
• Missing Items: If items you paid for are missing from your order
• Excessive Delays: If your order is unreasonably delayed beyond the estimated time and you wish to cancel
• Errors on Our Part: If we made an error in processing your order

Non-Refundable Situations

We cannot provide refunds in the following circumstances:

• Change of Mind: If you simply change your mind after the order has been prepared
• Incorrect Address: If you provided an incorrect delivery address and the order cannot be delivered
• No One Available: If no one is available to receive the delivery and valid ID cannot be verified for age-restricted products
• Subjective Taste: Personal taste preferences are not grounds for a refund unless there is a genuine quality issue
• Perishable Products: Once age-restricted or perishable items have been received and accepted, they cannot be returned or refunded

How to Request a Refund

If you believe you are eligible for a refund, please follow these steps:

Time Limit: Refund requests must be made within 24 hours of order receipt for quality issues, or within 1 hour for delivery/missing item issues.

Refund Processing

Credit/Debit Card Payments

Refunds to credit or debit cards will be processed within 3-5 business days. The refund will appear on your statement within 7-10 business days, depending on your financial institution.

Pay-in-Store Orders

For orders where payment was to be collected in-store but was not completed, no refund is necessary. If payment was already collected, refunds will be issued via the original payment method.

Partial Refunds

In cases where only part of your order is affected (e.g., one item is missing or unsatisfactory), we will issue a partial refund for the affected items only. The refund amount will be proportional to the cost of the affected items, including any applicable taxes.

Replacement Orders

In some cases, we may offer to prepare a replacement order at no additional charge instead of issuing a refund. This option may be offered when:

• An order was prepared incorrectly
• Items were missing from your order
• There was a quality issue with preparation

Delivery Fee Refunds

Delivery fees will be refunded in the following situations:

• The order arrives more than 30 minutes late due to our error
• The order cannot be delivered due to our error
• You cancel the order before preparation begins

Delivery fees are non-refundable if the delay or delivery issue is due to circumstances beyond our control (traffic, weather, incorrect address provided by customer, etc.).

Store Credit

As an alternative to a refund, we may offer store credit that can be applied to a future order. Store credit:

• Has no expiration date
• Can be applied to any menu item
• Is non-transferable
• Cannot be redeemed for cash

Contact Us

If you have any questions about our refund policy or need to request a refund, please contact us:

Policy Updates

We reserve the right to update this refund policy at any time. Changes will be posted on this page with an updated revision date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.