Effective and last updated: August 18, 2026
Contact us quickly
For the best chance of changing or canceling a pickup order, call (860) 502-2183 immediately. Once preparation begins, cancellation may no longer be possible. The website does not currently accept orders or payments, so this policy applies to purchases Lunch Box accepts directly by phone or in person.
1. Pickup-order cancellations
You may request cancellation before the order enters preparation. A request is not effective until confirmed by Lunch Box. If preparation has begun, ingredients have been committed, or the order is ready, food and other perishable items are generally nonrefundable except where required by law or where we made an error.
2. Missing, incorrect, or unsatisfactory items
Check your order promptly at pickup. If an item is missing, materially incorrect, damaged, or not reasonably fit for consumption, notify staff immediately or contact us within 24 hours. Depending on the circumstances, we may replace the item, correct the order, issue store credit with your agreement, or refund the affected item.
3. Customer mistakes and unclaimed orders
Orders placed with the wrong item, quantity, pickup information, or notes are not automatically refundable once preparation starts. Orders not collected within a reasonable period may be discarded for quality and safety reasons and may not qualify for a refund.
4. Unavailable items and Lunch Box cancellations
If we cannot fulfill a paid item or must cancel an order, we will offer an appropriate substitution with your approval or refund the unavailable portion. If we cancel the entire order, the paid order amount will be refunded.
5. Duplicate or incorrect charges
The website does not currently process cards. If a direct purchase appears to have been charged incorrectly or twice, call us with the order number, date, and amount. Do not provide a complete card number or security code. We will review the available transaction records and work with the payment service used for that purchase when necessary.
6. Catering and advance orders
Catering deposits, custom quantities, and advance orders may have separate cancellation deadlines or nonrefundable amounts because food and labor are committed in advance. Any different terms will be provided before payment and will control for that order. A call or inquiry alone does not guarantee a booking.
7. How refunds are issued
Approved refunds are generally returned using the original payment method when possible. Processing time depends on the payment service and your financial institution and may take several business days after approval. We cannot guarantee when a bank will post a credit.
8. Cash purchases
Refunds for purchases made at the venue are handled by staff based on the original payment method, available receipt or transaction information, product condition, and applicable law.
9. Abuse and fraud
We may deny requests involving suspected fraud, altered records, repeated abuse, chargeback misuse, or inability to verify the transaction, subject to applicable consumer rights.
10. Legal rights
This policy does not limit rights or remedies that cannot be waived under applicable law. We may make reasonable exceptions at our discretion, but one exception does not change the policy for other transactions.
Request help or a refund
Call (860) 502-2183. Have your name, order number, purchase date, item affected, and a brief description ready. Do not provide full payment-card details.