All policies

Refunds & returns

Refund & return policy

Last updated: November 1, 2026

This covers pickup orders placed on this site, orders placed at the cart, shop orders that ship, and delivery orders placed through Uber Eats, DoorDash or Grubhub. Catering is covered by your catering contract.

Cancellations

The crew starts on an order as soon as it's confirmed, so paid orders can't be cancelled. If a cart can't fill a paid order (the cart closes at that stop, or an item sells out after you paid), we refund what we couldn't make.

Wrong or missing items

If something in your order is wrong or missing, tell the crew at pickup, or call (718) 400-6139 or email order@jamrockjerkny.com as soon as you notice. We'll remake the item or refund it, including its tax, to the card you paid with.

  • Claims for wrong or missing items must be made within 3 days of the order.
  • Have your order code or receipt ready so we can find the order.

Personal preference

We don't usually refund food because it wasn't to your taste. If 25% or more of an item has been eaten or removed, or the food has been thrown away, repackaged or tampered with, we can't verify it and can't offer a refund or discount.

Picking up on time

Orders are made to be picked up at the time in your confirmation, so the food is hot and fresh. If you're going to be late, let us know at least 15 minutes before your pickup time. If you arrive late without telling us, we can't promise the food will be at its best, and we may not be able to replace it.

Unclaimed orders are held at that stop until the cart closes there. Orders that aren't picked up aren't refunded.

Delivery orders (Uber Eats, DoorDash, Grubhub)

For a delivery order, contact the delivery platform through its app or customer service. Once the courier has the order we no longer control it or reach the courier directly, so tracking, delivery problems and refunds for those orders are handled by the platform.

Shop orders (merch)

  • Unused items in their original condition can be returned within 30 days of delivery for a refund to the card you paid with.
  • Sauces and other food items are final sale.
  • You pay return shipping, unless the item arrived damaged or we sent the wrong item. In that case contact us and we'll cover it.
  • To start a return, email order@jamrockjerkny.com with your order number.

How refunds are paid

Refunds go back to the card or wallet you paid with. Once we issue one, it usually shows on your statement within 5 to 10 business days, depending on your bank.