Refund policy

Last Updated: February 10, 2026

At Katie’s, we hold ourselves to the highest standards of craft and care. Every product is prepared with the same integrity that defines our restaurant kitchens. If something isn’t right, we’re here to make it right.

However, due to the perishable nature of our products and for food safety reasons, we are unable to accept returns of frozen and non-frozen foods. If you have an issue with your order, please follow the link to the appropriate contact page.

Frozen Food Products

Our frozen pizzas and other prepared foods are perishable and shipped frozen. Because these items are perishable, someone must be available to receive your delivery. Packages cannot be left outside or unattended.

If your order arrives damaged, incorrect, or incomplete, please photograph the issue immediately and contact us at customerservice@katiespizza.com within 2 days of receiving your order.

Depending on the situation, we may:

  • Replace the affected product at our expense, or
  • Provide a full or partial refund or credit

We may request photographic documentation – or, in some cases, returned product – before issuing a replacement or refund.

Please note: Because food items are perishable, we cannot accept physical returns on food products.

Non-Frozen Food Products

If your order arrives damaged, incorrect, or incomplete, please photograph the issue immediately and contact us on our contact page within 2 days of receiving your order.

Depending on the situation, we may:

  • Replace the affected product at our expense, or
  • Provide a full or partial refund or credit

We may request photographic documentation – or, in some cases, returned product – before issuing a replacement or refund.

Please note: Because food items are perishable, we cannot accept physical returns on food products.

Non-Food Products

If you are dissatisfied with a non-food product purchased from Katies.com, you may request a return within 30 days of receiving your order. Products must be:

  • Unused
  • In original packaging

To begin a return, email customerservice@katiespizza.com and follow the return instructions provided. Once received and inspected, eligible items will be refunded to your original method of payment (less applicable shipping and handling charges).

If items are returned used, incomplete, or outside these guidelines, we will be unable to issue a refund.

Damages & Order Issues

Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us immediately at customerservice@katiespizza.com so we can evaluate the situation and make it right.

Exceptions & Non-Returnable Items

Some items are not eligible for return, including:

  • Perishable frozen and non-frozen food items
  • Sale items
  • Gift cards

If you have questions about the eligibility of a specific item, please reach out—we’re happy to help.

Refund Process

When returns are received and inspected, you will be notified of approval status.

  • If approved, refunds are automatically issued to your original payment method within 10 business days.
  • Please allow additional time for processing by your bank or credit card provider.

If more than 15 business days have passed since refund approval, contact us at customerservice@katiespizza.com.

We’re Here to Help

Our team is committed to ensuring every experience with Katie’s feels cared for, honest, and human. If you have questions about a return, refund, or replacement, please reach out to us at customerservice@katiespizza.com.

We’re grateful you’ve invited us into your home—and we’ll always do our best to honor that trust.