Refund and Returns Policy – Delivering Happiness

Overview

We want you to have a great experience every time. Because we deliver ready-to-eat, perishable food, some special rules apply under California law. This policy explains when refunds or credits are available, how to request help, and what we cannot accept or resell for food-safety reasons.

1) Food-Safety Commitment
We follow the California Retail Food Code, as enforced locally by environmental health regulators (including San Diego County), which governs safe handling, temperature control, approved sources, and prohibits re-service of returned food.

2) No Physical Returns of Prepared Food
For health and safety, we cannot accept returns of prepared food. Once food has been served or is in a customer’s possession, it may not be re-offered for human consumption. If we retrieve an item for investigation, it will be disposed of and not resold.

3) Report-a-Problem Window
We follow the California Retail Food Code, as enforced locally by environmental health regulators (including San Diego County), which governs safe handling, temperature control, approved sources, and prohibits re-service of returned food.

Please report any order issues within 2 hours of delivery (or expected delivery time) so we can help promptly and evaluate safely handled items.

4) Non-Refundable Situations

Preference changes after delivery (e.g., “didn’t like the taste”) absent a quality issue.

Requests made after the 2-hour window without evidence of a safety/quality problem.

Items altered after delivery (reheated, stored improperly, or partially consumed, etc.), unless a clear safety defect existed upon delivery.

5) How to Request a Refund/Credit

Email us at cs@dtyexpress.com with your order number, photos, and a short description (e.g., missing items, incorrect items, damaged packaging, temperature concerns).

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within about 2-7 business days.

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Last updated: September 23, 2025