Good to know
Refunds & Cancellations
Because food is purchased and prepared for each order, please contact us as soon as plans change.
Last updated August 5, 2026Pickup order changes and cancellations
Call (434) 603-1667 as soon as possible if you need to change or cancel a pickup order. Changes are not complete until a member of our team confirms them.
Most pickup menus require advance notice. Once ingredients have been purchased or preparation has started, cancellation, quantity changes, and refunds may be limited. Missed pickup windows and no-shows are not automatically refundable because the food was prepared for that order.
Problems with an order
If an item is missing, incorrect, damaged, or not reasonably acceptable, contact us on the pickup day and keep the food and packaging available if it is safe to do so. Photographs can help us understand and resolve the issue.
If Ellington Catering cannot fulfill a paid item, we will offer an appropriate replacement or refund the affected amount. We review other concerns individually and may provide a replacement, account credit, partial refund, or full refund depending on the circumstances.
How approved refunds are issued
Approved online-order refunds are submitted through Square to the original payment method. Banks and card issuers control how long the credit takes to appear. Processing fees or other amounts are handled according to the applicable Square transaction and the circumstances of the order.
Please do not submit a card dispute before giving us a reasonable opportunity to research and resolve the concern directly.
Catered events and custom bakery work
Event catering and custom bakery projects often involve advance purchasing, reserved staff, design work, rentals, and deposits. The cancellation, rescheduling, deposit, and refund terms in an accepted proposal or signed agreement control those services.
A website request form is only a request for follow-up; it does not reserve a date or create a paid order.