pickuP, order change and Refund Information

 

Pickup:

Your pickup location will be listed in your order confirmation email.

At your pickup location, look for the PonyoFoods truck reserved pickup area.  If you don't see our truck, call the number in your confirmation email to let us know you have arrived.

Sign for your order and you’re ready to go.

 

Pricing/order change or cancellation Information:

PonyoFoods cannot confirm the price of an item until after your order is placed.  Pricing errors may occur on the PonyoFoods Site.  PonyoFoods reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from PonyoFoods.  PonyoFoods may, at its discretion, either contact you for instructions or cancel your order and notify you of such cancellation.  

For those final cost based on weight products, price will be confirmed at the time of pickup, and any price adjustment will be made after it.  

any order changes or cancellation must be notify by 8pm the day before your pickup date, otherwise, 20% restocking fee will be charged.  

 

Refunds:

You can return any wrong or unacceptable item directly to the person delivering your order either at delivery or the pickup location. If you discover a problem after you receive your order, you can call our customer care team at 650-625-7376

If you miss an order delivery, we will contact you to arrange another time for delivery. We reserve the right to charge 20% restocking fee for missed deliveries.

If you do not pick up your order, we will contact you to reschedule your pickup or cancel your order. We reserve the right to charge a restocking fee for missed orders.

In cases of UNAvailable item, we will contact you by phone to describe alternatives and get your approval before we substitute that item. If we are unable to contact you, the unavailable item will be canceled.  If you choose not to allow substitutions, any items that are not available will be left off of your order.

We strive to meet our promise to our customers 100% of the time, but if for any reason we have not met your expectations, please contact customer care for assistance.  If your delivery hasn’t arrived within the timeslot, our customer care representatives will do everything they can to track it down for you.