Returns & order issues
If you have a question about returning a Classic Philly Box, a damaged item, or an order detail, start here. This is current guidance for U.S. customers while final return and fulfillment rules are still being validated.
Policy status: still requires validation
The following have not been published as validated policy: a return window, an eligibility rule, refund timing or method, a replacement promise, and return-shipping instructions.
Please contact the store before sending anything back. This page does not promise an approved return, refund, replacement, reimbursement, or response deadline.
Start with the order details
How to get help
Choose the situation that best matches your question, then email the store so the request can be reviewed with the relevant details.
- Keep the item and original packaging where possible.
- Do not mail it back before contacting the store.
- Email the order number, purchaser contact, and reason for the request so it can be reviewed.
Review does not mean an approved return, refund, replacement, or reimbursement is guaranteed.
- Do not consume an item if its condition appears unsafe or questionable.
- Keep the packaging and labels with the item where possible.
- Photograph the box and item where possible, then email for review.
Contacting the store does not guarantee a replacement, refund, shipping claim, or other resolution.
Email us about wrong or missing items, delivery or condition questions, or payment and order-confirmation questions. Include the order number, purchaser contact, and a short description of what needs review.
The store can review the details and explain the next step; no particular outcome or response timing is promised here.
Next step
Email the store for review
Use the existing support address and include the order details that apply to your question.