Frequently Asked Questions
Returns & Exchanges
Yes, if for any reason you are not satisfied with an item you preordered, returns can be made within 14 days of purchase with the original receipt at your designated pickup location.
If you are not completely satisfied with an item, simply return the item with your receipt to our Guest Services Counter at your pickup location and we will gladly offer a refund or exchange within 14 days of purchase.
Occasionally, products or ingredients that were in stock when you placed your order will be out of stock when your order is being prepared for pickup. If a product or ingredient is out of stock, we will try to provide a suitable substitute, but only if you authorize it. Your substitution will always be a product of the same or better quality. If a substitution is required when preparing your order, one of our Team Members will contact you to confirm your approval before making any changes to your order.
Substitute items are selected to be as close to your original product choice as possible. For example, if you preorder a cheese tray, and marble cheddar is out of stock when we’re preparing your order, we may provide you with old cheddar instead. However, we will not substitute in a completely different product such as grapes or figs, instead. It’s important to note that any substitutions made will not affect the price of your preordered product.
If you are unhappy with a substitution when you collect your order and do not want to keep it, please inform a Team Member at your pickup location, and we’d be happy to make it right. If you did not authorize a substitution or received a product in error, please don’t hesitate to contact your Longo's pickup location to determine if a return or refund can be processed. Family standards means we guarantee your 100% satisfaction with every purchase.
No. If a product is out of stock, we will try to provide a suitable substitute, but only if you authorize it. If, when you pickup your order, you are unhappy with a substituted item and do not want to keep it, please contact our Guest Care team within seven days of the day on which the item was (or was to be) picked up. We can arrange for a credit to your account and pick up of the item. If you did not authorize a product substitution or received a product in error, please don’t hesitate to get in touch with our Guest Care team to determine if a return or refund can be processed.
While rare, mistakes occasionally happen, so if an item is missing from your order or received an item you did not order, please inform a Longo’s Team Member at your pickup location, and we’d be happy to make it right. Family standards means we guarantee your 100% satisfaction with every purchase.
If you’re unable to collect your order during your pickup window, we’ll hold it until the store closes. If your order is not collected, you’ll be charged in full for the order, and a $25 Restocking Fee will apply.
If you decide you no longer want your order and do not cancel your order 48 hours before the scheduled pickup time, you’ll be charged in full for the order, and a $25 Restocking Fee will apply.