Last updated: October 21, 2026.
Need help with an order?
Call El Molcajete at (815) 544-8974 or email contact@elmolcajeteonline.com promptly with your order reference and a description of the problem. Do not send full card details, passwords or a gift card’s complete code by ordinary email.
Food orders and cancellation
Prepared or collected food is non-returnable and generally non-refundable, with exceptions for kitchen errors or quality issues. Contact us immediately if you need to cancel before preparation; an email request alone is not a confirmed cancellation. The restaurant will review errors, missing items, quality concerns and other applicable remedies. Nothing in this policy removes rights or refunds required by law.
Preparation times vary with order size and restaurant volume. Use the estimate and order status in the app and pick up promptly when ready.
How an approved refund is returned
Card refunds are submitted to the original card payment through Stripe. The existing estimate is 5–10 business days for the bank to show the credit; timing depends on the bank and payment method. Submission or an email notice is not proof that the bank has posted a refund.
For a native gift-card-paid order, the approved gift-funded portion is restored to the applicable original gift card. A mixed card and gift card payment is reconciled to its original components. The refund notice identifies the amounts returned. Related points and reward records are reconciled with the original purchase. Do not submit a second payment or refund request solely because the first result is still uncertain.
There is no blanket rule making processing fees non-refundable. An approved refund and its notice identify the amount and components actually returned, subject to applicable law.
Gift card purchases and reloads
Gift card purchases are generally non-refundable, except for approved exceptions and legally required remedies. Contact us for duplicate payments, incorrect issuance or delivery problems. Native online gift card purchases and reloads require verified card payment.
Gift card emails are queued after verified payment and may be delayed or filtered; delivery is not guaranteed to be instant. Check the recipient address and spam folder, then contact us before buying a replacement. Older gift cards remain subject to their original terms and require assistance if not yet recognized in the native checkout.
Other goods and existing purchases
The existing 30-day unused-item return policy for eligible non-perishable goods is unchanged, with proof of purchase and the original condition required. It does not turn prepared food or digital value into a physical return. This update does not reduce previously applicable purchase rights or impose new restrictions on existing transactions.