Refund Policy

If an item is prepared incorrectly or doesn't meet our quality standards, let a team member know before you leave — we'll happily remake it or offer a refund on the spot.

For issues with an online or pick-up order, contact the location you ordered from within 24 hours. Include your order details and a description of the issue so we can make it right.

Refunds for online orders are issued back to the original payment method and may take a few business days to appear on your statement.

Catering cancellations made at least 48 hours before the event are eligible for a full refund. Changes or cancellations made after that window are handled case-by-case — reach out and we'll do our best to help.

We're unable to offer refunds for a simple change of mind once food has been prepared, or for issues not reported within a reasonable time of purchase.

To request a refund or flag an issue with your order, email info@thebigpanino.com or call 416-555-0199.