If a Grubhub order never arrives, contact Grubhub support immediately through the app, chat, or help center to request a refund under their order dispute process. The FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR § 435.2) requires sellers to ship within the promised time or 30 days, notify buyers of delays, obtain consent for shipping more than 30 days after the original deadline, and issue refunds if no consent is given. However, this general rule for online merchandise has unclear application to same-hour food delivery. No public Grubhub consumer-facing policy on non-delivery refunds appears in available official sources.
Grubhub support workflow controls the initial merchant refund request. Credit card billing disputes or bank disputes serve as escalation if the platform denies the request.
What Policy Controls a Non-Delivered Grubhub Order Refund
The primary framework starts with Grubhub's order support process, as platforms handle initial non-delivery disputes through their merchant refund rail. Official sources confirm no specific consumer-facing Grubhub policy for non-delivery refunds.
The FTC Mail, Internet, or Telephone Order Merchandise Rule provides general requirements for online orders: sellers must ship within the promised time or 30 days (16 CFR § 435.2). If unable to ship on time, they must notify the buyer of the delay and either obtain consent for a revised shipping date more than 30 days after the original deadline or issue a refund. See the FTC Business Guide to the Rule for details.
This rule applies to mail, internet, or telephone orders of merchandise but does not clearly address perishable food or same-day delivery services like Grubhub.
| Aspect | FTC Mail Order Rule (16 CFR § 435.2) |
|---|---|
| Shipping deadline | Promised time or 30 days |
| Delay notice | Required if unable to meet deadline |
| Extended delay (>30 days after original) | Buyer consent required or refund |
| Refund timing (when right arises) | Within 7 business days per FTC guidance |
What Does Not Control This Issue
Grubhub restaurant policies do not govern consumer refunds. Updates to their Restaurant Care Policy on order disputes occurred on July 18, 2022, and a refund dispute policy update starts September 24, 2024 (Grubhub Restaurant Policies). These apply to restaurants, not diners.
Credit card chargebacks or bank disputes are not the first step; platforms expect users to try internal support first. Forum reports or blogs do not set policy, deadlines, or success rates.
The FTC rule covers general merchandise shipping but leaves open whether it fits food delivery non-arrival, where orders expect arrival in under an hour.
Practical Next Steps for Refund
Gather evidence: order number, payment confirmation, app timestamps, driver notes or messages, and screenshots of the non-delivery status.
Checklist:
- Open the Grubhub app or visit the help center.
- Locate the order and select "report a problem" or "dispute order."
- Describe the non-delivery with evidence; request a full refund.
- Note the support ticket or reference number.
If denied, escalate based on payment method:
- Credit card: File a billing dispute with your issuer.
- Debit or bank: Contact your bank for a dispute.
For broader issues, contact your state attorney general's consumer protection office or the FTC at 1-877-FTC-HELP (1-877-382-4357) or www.ftc.gov/complaint.
Act promptly, as FTC guidance notes refunds within 7 business days when a right arises under the rule.
FAQ
Does the FTC Mail Order Rule apply to Grubhub food delivery?
It covers online orders generally but its scope is unclear for perishables or same-day food delivery.
What evidence helps a non-delivery refund request?
Order number, payment proof, app screenshots, timestamps, and any driver communication.
Can I chargeback immediately if Grubhub denies?
Try the platform process first; chargeback is an escalation option.
Where are Grubhub's consumer refund rules?
Not found in public sources reviewed; check your account help or app for details.