Refunds and cancellations

Cancelling an order

You can cancel any order before the kitchen starts it.

When

While your order page still shows Received. Once it shows On the flat-top, the food is cooking and it can't be cancelled.

How

Message us on Instagram with your order number, or ask at the counter.

What happens

The kitchen cancels the order from its board. If you paid online, the refund is issued at the same moment.

Scheduled orders

Same rule: cancel before the kitchen starts it. The earlier you tell us, the better.

How refunds work

Where it goes

Back to the card you paid with, through Shift4. We can't refund an online payment to a different card or in cash.

How much

The full amount you paid, including tax and any tip, when an order is cancelled before it's made. For a wrong or missing item, what you paid for that item.

How long

We issue it straight away. Your bank usually posts it within 5 to 10 business days, sometimes sooner.

Pay at pickup

Nothing was charged, so there is nothing to refund.

Your order page shows “Refunded to your card” once the refund has gone through.

Wrong, missing or not right

If your order is wrong, something is missing, or it just isn't right, tell us the same day you picked it up. Give us the order number and what happened; a photo helps. We'll remake the item for you to collect or refund what you paid for it. If the whole order is wrong, we'll remake or refund the whole order.

Orders that aren't picked up

Running late? Let us know and we'll keep your order until we close. Orders that aren't collected by closing time are thrown away.

• Pay at pickup: nothing is charged.
• Paid online: if the food has already been made, we can't refund it. If you reach us before the kitchen starts it, we'll cancel and refund in full.

If we have to cancel

Now and then we have to cancel an order ourselves: an item sells out, the kitchen has to close unexpectedly, or we can't reach you about a problem. If that happens we'll try to call you, and any online payment is refunded in full. Pay-at-pickup orders are simply cancelled, with nothing owed.

Disputes and your rights

If you think a refund is owed and we've said no, tell us why. We'd rather fix it than argue. You keep every right you have under New Jersey consumer protection law, and you can always dispute a charge with your card issuer. We ask that you contact us first, because a refund from us reaches you faster than a chargeback.

How to reach us

Have your order number ready. It is on your order page and starts every conversation about an order.

Instagram

@phantomburger_nj

In person

At the counter, 188 Main St, Lincoln Park, NJ 07035, during opening hours (Every day, 11 am to 8:55 pm).

The terms of service cover ordering and pickup in full.