Lost Orders

An order is considered lost if tracking never confirms package status as “delivered”.

If tracking shows no movement or looks to be stuck after exceeding
the appropriate amount of shipping days, then orders may be considered
lost and a claim will need to be made.

How many days following the last tracking update should I file my claim?

Domestic orders - 7 days

International/APO orders - 2 days 

Please be sure to check out the filing timing and requirements.

Stolen Orders

An order is considered stolen if tracking confirms package status as "delivered," but not received.

Route asks that you wait 5 days from the day your package status was marked delivered before reaching out and filing your claim.

PIZZA BIEN® WILL NOT BE RESPONSIBLE FOR ANY CLAIMS FOR STOLEN PRODUCT. 

Please be sure to check out the filing timing and requirements.

Damaged Orders

If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately.

Please include photo reference of damaged item and packaging received.

Please be sure to check out the filing timing and requirements.

Please Read Carefully:

-For health and safety reasons, perishable food products are not
returnable or exchangeable. All items from our online store are sold on a
non-returnable basis.

-We are unable to edit orders once processed.

-Please ensure that your delivery address is correct, as we are not
responsible for orders shipped to incorrect addresses or unclaimed. It is not possible to re-route a package once it has been shipped. We will not accept any returns, exchanges, credits or provide refunds of your
package that have been returned to us due to incorrect address. All
perishable food items returned to Pizza Bien are discarded and cannot be resold!

-We will not accept any returns, exchanges, credits or provide
refunds of any order sent to a customer that is refused or is
undeliverable. Undeliverable packages are treated similar to orders for
which an incorrect address has been provided by the customer or orders where the carrier has made multiple attempts to deliver and no one is
available to accept the package. Due to the nature of our products we sell, all perishable all food items returned to us are discarded. -Credit card or other accepted payment authorization and verification must be received prior to order processing. 

-Pizzabien.com
is not responsible for items showing “delivered” that are stolen or
damaged after delivery, and no refund, credit, replacement or other
compensation will be provided. 

-Most FedEx deliveries occur Monday-Saturday, excluding holidays.

-We reserve the right to decline or refuse to accept any order at our discretion.

-By clicking the 'Place Order' button, you confirm that you have read, understood, and accepted our Terms & Conditions as well as our Return Policy, and Privacy Policy.

For any questions or concerns please email hello@pizzabien.com.

Missing or incorrect items

If we accidentally packed the incorrect products, please contact us
within 24 hours of receiving it. we would greatly appreciate it if you
can send a video of the incorrect product and packaging, and include
order number, tracking number, contact information with a short
description of the missing or incorrect items so that we can look into it.

 If it turns out that the assortment is wrong, you can keep the extra
pizza or calzone and we will either resend the missing products, or we will credit you for the amount missing.

Damaged or defrosted gourmet pizza If you open the box and discover that there’s an issue with your product itself, that involves damaged, defrosted, or otherwise
unacceptable condition or otherwise unusable product, Route encourages customers to file a claim immediately.

Please contact Route directly to file a claim on your damaged package at https://claims.route.com.

Include photo reference of damaged item and packaging received.

Please be sure to check out the filing timing and requirements.

Issue with your product 

If you open the box and discover that there’s an issue with your
product itself, or your order arrived damaged or you need to report a problem, please contact Route directly to file a claim on your damaged package at https://claims.route.com

Route is a shipping insurance coverage third-party application, that is included on all orders placed on our website (“Package Insurance). It provides shipping insurance coverage for damaged packages, defrosted
packages, lost packages or stolen packages. 

Make sure to check out the filing timing and requirements.

We are unable to accept returns on our perishable goods, so please do not send your purchase back to us.

Also, please feel free to check our return and refund policy for more information.

Missing confirmation email?

Check your Spam folder just in case the confirmation email got
delivered there instead of your inbox. If so, select the confirmation
message and click Not Spam, which will allow future messages to get through.

What is Route shipping insurance?

Route is a shipping insurance coverage third-party application, that is included on all orders placed on our website (“Package Insurance). It provides shipping insurance coverage for damaged packages, defrosted
packages, lost packages or stolen packages. 

Please contact Route directly to easily file a claim on your lost, stolen, or damaged package at https://claims.route.com.

Review the policies to understand what lost, stolen, and damaged
items Route will cover. Note: When refunding an item, Route covers the
subtotal of the order. Shipping costs and taxes, are not included.

Please be sure to check out the filing timing and requirements. 

Please contact us for assistance.

You want in? ORDER HERE

If you have any questions, don’t hesitate to reach out to us via

email at hello@pizzabien.com