POLICY
Refund & Returns Policy
Food is perishable. We treat refunds the way we'd want to be treated — fairly and fast.
Local orders (Vaughan / GTA)
If anything is wrong with your order — wrong item, missing item, food not as described, food temperature on arrival — call us within 2 hours of pickup or delivery. We will re-make the item, refund it, or credit your loyalty account, whichever you prefer.
- Wrong / missing item: full re-make or refund of the affected item.
- Quality concern: call us — we triage with the kitchen and respond same day.
- Cancellations: before we start cooking, no question. After cooking begins (typically within 10 minutes of order), a cancellation fee applies.
Canada-wide shipping
Shipped orders are flash-frozen and travel insulated. We guarantee the food arrives frozen or near-frozen with no spoilage.
- Damaged in transit: photograph the box on arrival, email info@flosgrill.ca within 24 hours, we re-ship at no cost or refund in full.
- Not received: tracked overnight freight; if the package is delayed beyond 48 hours past expected arrival we refund the order.
- Address typo or wrong address: we cannot refund packages delivered to an address the customer entered. Please double-check at checkout.
Catering deposits
- Cancellations 14+ days out: 100% refund.
- 7–13 days: 50% refund (we begin sourcing ingredients).
- Under 7 days: deposit non-refundable. We can apply it as credit to a future booking.
How to start a return / refund
Call 647 915 3567 or email info@flosgrill.ca with your order number, what went wrong, and a photo if relevant. We respond within one business day.