Refund & Cancellation Policy
General points
If 25% or more of the food has been consumed or removed we cannot issue any discount, refund or store credit. If the food has been discarded, repackaged or tampered with then we cannot verify its origin or issue and cannot issue any discount, refund or store credit.
If your original order was received via delivery, we can redeliver to the same address only.
We will send out the corrected food as quickly as possible but cannot guarantee an exact delivery time.
We cannot provide refunds on the original delivery charge or driver tips. No additional delivery fees will incur.
Our drivers strive to provide great customer service, but please direct any questions or concerns to the manager on duty by calling the restaurant.
In the occasion that we need to come pick up an item from you, we will send out a delivery driver to your location within our limited delivery area from the restaurant. Drivers will be sent when there are no additional orders in delivery queue and as such may occur up to 30 min after open restaurant hours. No additional delivery fees will incur.
Order does not match delivery
If you get food that is different from your order, please call us as soon as you notice that you received the wrong order. You may come to pick up or ask us to redeliver. Your order will be priority. In all cases, please return the wrong food in the original containers to us or to the driver to avoid an additional charge. If the replacement delivery cannot be delivered in a timely manner or if you do not wish to receive a new order, we may refund the amount to a credit card or we will refund you with a store credit only after we receive the food in the original containers and have confirmed the error.
The order or some items are never received
In the rare occasion that you do not receive your order or one of the ordered items, please call us as soon as you notice. You may come to pick up or ask us to redeliver. Your order will be priority. Please note that if you missed an item on the day of purchase please notify us immediately. We cannot refund or fix the issue if you wait more than 24 hours after you purchase the food. It has to be the day of your receipt. If the replacement delivery cannot be delivered in a timely manner or if you do not wish to receive a corrected dish, we may refund the amount to a credit card or we will refund you with a store credit.
Food quality issues
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Please call us immediately if you receive unsatisfactory food. We will need the food returned in the original containers so we may investigate the issue. You may come to pick up or ask us to redeliver. If the replacement delivery cannot be delivered in a timely manner or if you do not wish to receive a new dish, we may refund the amount to a credit card or we will refund you with a store credit only after we receive the food in the original containers and have confirmed the error. You may drop off the food or we can come pick it up from you. In some cases, we may offer you a store credit in the dollar amount of the returned food.
Please note that we strive to prepare and package our pick-up and delivery items to preserve the high quality of the food. Keep in mind the temperature, sauce and consistency of some items may vary slightly after being packaged. Please order pick up or delivery items to your discretion.
Delivery Delay
We understand that everyone is hungry when they call us and we promise we’re trying our best to get the food to you as quickly as we can! In the rare occasion something can occur out of our hands that delays our drivers — we sincerely apologize if this occurs. If your delivery order has been exceedingly delayed, we will provide a discount for your next order.
Return / Cancel
Sorry, we cannot cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is prepared. You may receive a small courtesy discount in some cases. Please contact us for more information.
Complimentary Food
Sorry, we cannot provide a refund or cash value on any complimentary food.
As a private business, it is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy we unfortunately will not be able to conduct future business with the customer so that we may continue to provide excellent and quality food and service for you and our other wonderful and frequent patrons.
Delivery Policy
We will aim to provide you with your ordered Products as close as possible to your requested delivery/collection time.
The Customer agrees to accept delivery of the Products at the agreed time and place of delivery.
We can only fulfil an order for large quantities at our discretion. If you would like to place a large order, we recommend you contact us well in advance.
If you have chosen for the Products to be delivered, Fire and Stone will deliver the order to the main entrance of the delivery address but any deliveries carried into the delivery address will only be made if the driver and you consent to this. If you are not present to take delivery of the goods at the address given in your order, then We will not refund you the price for your order and will charge you for the full amount of your order.
Products are subject to availability. If your products are not available, We may offer you a reasonable substitute of equivalent quality and price or We may call you to tell you that your ordered products are not available and to ask you if you would like to order something else. This may affect the price you pay.