Refund and Cancellation

Order cancellation

Orders can be cancelled before the order fulfillment process begins. Once the order fulfillment has started, your order can no longer be changed or canceled.

If your order has been paid and you need to change or cancel it, You must contact us as soon as possible. Follow the following guidelines.

  • Our Business Hours and Contact info can be found at Locations Page.
  • Make a follow-up phone call to
  • For order placed within the time frame of : after 30 minutes of store opening and 30 minutes before store closing, you must contact us within 10 minutes of placing the order to make changes or cancellation.
  • For order placed outside of store business hours or NOT within the time frame of : after 30 minutes of store opening and 30 minutes before store closing, please send us an e-mail as soon as possible and contact us on the following business day with a phone call, no later than 15 minutes after store opening. 📌Email request and follow-up phone-call are both required.
  • Valid Order changes or cancellation will be confirmed by a Submarina Guam Manager by responding to your email request within reasonable time.
  • Orders that have been fulfilled but not picked up by the customer or his/her authorized representative may not be cancelled nor refunded.

Fee

  • A fee will be charged to the customer for order changes, cancellations and refund requests.
  • This fee is charged to cover the associated bank and/or credit card processing fees.

Refund

Orders that have been picked-up by the customer or the customer’s authorized representative may NOT be returned nor refunded.

Refunds do not apply to orders that have been fulfilled or where cancellation requests were made after the order fulfillment process has started.

Your satisfaction is our #1 priority. Therefore, you can request a refund for cancelled orders, if ALL of the following are met:

  • Your order has been paid and you sent a request for cancellation within reasonable time.
  • The fulfillment process for your order has not started.
  • Your order cancellation request was confirmed by a Submarina Guam Manager.
  • If all 3 of the above are met and your payment was not voided within the same day of your cancellation confirmation request, You can submit a refund request within 7 to 10 days after your payment was made. You can do it by sending a message on our Contact us page. Once your refund request was received, allow 5 business days for us to contact you and process your refund.

We do Not issue a refund if:

  • Order was not processed due to factors within your control (e.g. order was not picked-up within the specified pick-up time and location, customer specified a pick-up time outside of the store business hours, customer selected the wrong flavor, customer failed to indicate customization request, customer provided erroneous or incomplete order information, delayed payment by customer or issues with order and/or payment verification i.e. customer name does not match with the billing name).
  • Order was not fulfilled in a timely manner due to exceptional circumstances outside our control (e.g. delayed by a natural disaster, order was placed within 1 hour of pick-up time or order was placed outside of business hours and did customer not follow the 48 hours advanced payment requirement thereby resulting in insufficient processing time for custom order, cancellation request was not sent on time or was sent after the order fulfillment process has started).

 

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