Guarantee & Policies

At Rupiani’s®, we take no shortcuts. These policies help protect the quality of every pizza we ship and ensure we can make things right when needed.

Satisfaction Guarantee
We’re committed to offering the most authentic deep dish pizza you’ll find outside the city—and we’re equally committed to your satisfaction.

If your experience falls short due to an issue with your order or our product, we’ll work to make it right in accordance with the policies below. Depending on the circumstances, this may include a replacement, store credit, or other courtesy.

You can order with confidence knowing that we stand behind every pie we ship.

Frozen Delivery & Handling
Rupiani’s® products are shipped frozen and are highly perishable. Once the carrier confirms delivery, all food items must be retrieved immediately and transferred directly to a freezer or oven without delay.

Customers are responsible for monitoring shipment tracking and promptly retrieving their package following delivery.

If any product arrives fully thawed, warm, or no longer cool to the touch, please contact customer support immediately upon receipt of the package.

Photos of the product, packaging, shipping materials, and condition upon arrival are required so that we can investigate the issue and determine the appropriate resolution.

Rupiani’s® is not responsible for products that thaw, become warm, spoil, or are otherwise compromised as a result of a package being left outdoors, unattended, or otherwise unretrieved following confirmed carrier delivery.

The carrier’s recorded delivery date and time will be used when evaluating delivery-related claims.

All Sales are Final
Because our products are perishable food items, all sales are final and we are unable to accept returns or exchanges.

Orders begin processing shortly after they are placed and therefore generally cannot be canceled, changed, or refunded after submission.

Delivery is guaranteed only to the shipping address provided by the customer at checkout and reflected on the order confirmation.

Nothing in this section limits our Satisfaction Guarantee for qualifying product, fulfillment, or delivery issues reported in accordance with these policies.

Price Adjustments
Price adjustments will be honored within 7 calendar days of order placement and will be issued to the original method of payment.

Requests must be submitted in writing to customer support.

Product Issues
If your Rupiani’s® order arrives damaged, spoiled, incorrect, or otherwise defective, please contact us so we can make it right.

For damage, incorrect items, or other non-temperature-related product issues, the issue must be reported within 7 days of delivery.

Issues involving food that arrives fully thawed, warm, or no longer cool must be reported immediately upon receipt, as described in our Frozen Delivery & Handling policy above.

Photos of the affected product as received, along with the packaging and shipping materials when applicable, may be required to process a replacement or other resolution.

Fulfillment Timing, Shipping Delays & Responsibility
Rupiani’s® makes every effort to prepare and ship orders promptly while protecting the cold chain required for our frozen products.

Shipping dates, delivery dates, and transit times provided on our website, order confirmations, or other communications are estimates unless expressly stated otherwise. Our weekly order cutoff helps us plan fulfillment but does not constitute a guaranteed ship date.

Orders placed before the weekly cutoff will generally be prepared for shipment during the same shipping week. However, order volume, product availability, holidays, weather, fulfillment requirements, or other circumstances may occasionally cause an order to ship on the next available shipping day.

Once an order has been transferred to the carrier, expedited shipments typically arrive within 2–3 business days. Carrier delays can occasionally occur due to weather, transportation disruptions, or other circumstances outside of Rupiani’s® control.

A fulfillment or carrier delay alone does not automatically qualify an order for a refund, cancellation, or complimentary reshipment. We will always evaluate unusual circumstances individually and work to provide an appropriate resolution consistent with these policies.

For additional peace of mind, we strongly recommend adding Rupiani’s® Delivery Guarantee™ at checkout. This optional package protection provides coverage for qualifying lost, stolen, or damaged shipments, subject to its applicable terms.

Once an order ships, customers are responsible for monitoring tracking information, retrieving the package promptly following confirmed delivery, and immediately transferring all food items to the freezer or oven.

If you need further assistance, please contact our customer support team. We are here to help and look forward to taking care of you.