Gopuff Refund Policy
Last verified: 2026-03-19
www.gopuff.com/terms-of-service
How to Get a Refund — Step by Step
- 1Notify Gopuff within 30 days after the charge to request cancellations, refunds, or corrections to any incurred charge.
- 2For issues with an order, inspect it immediately and contact Gopuff customer service within 2 hours of receiving the order via the Gopuff App or help.gopuff.com.
- 3For faulty disposable vapes, contact customer support within 24 hours of receipt and provide detailed evidence, including photographic evidence of outer packaging, serial number, authenticity seal, device wrapper, tip/end coverings, and the device itself.
- 4If a refund or void has not been completed after 5 business days, customers are recommended to speak with their financial institution.
- 5To cancel a FAM subscription, navigate to Account Settings > FAM Membership > Cancel Membership within the Gopuff app.
When You Can Get a Refund
- Charges paid by the customer are final and non-refundable, unless otherwise determined by Gopuff.
- Gopuff does not facilitate product returns.
- Refunds cannot be facilitated at the time of delivery through a Gopuff delivery partner.
- Orders containing age-restricted items are non-refundable if a valid ID cannot be validated at the time of delivery.
- For FAM subscription renewals, a customer is eligible for a refund if no orders have been placed past the charge date of the renewal. Canceling a pre-paid yearly or monthly subscription does not result in a refund, but benefits continue for the remainder of the term.
- For disposable vapes, returns or refunds for faulty units are not accepted without full evidence provided within 24 hours of receipt. Claims for 'dead on arrival' faults require evidence, and claims for 'lack of taste' cannot be validated.
- If an order is canceled, the customer may be responsible for the cost of the order plus a Restocking Fee.
- GoCash is not refundable, returnable, or redeemable for cash, except where required by law.
All Refund Methods
- Refunds are typically processed back to the original payment method.
- Funds may be returned as a voided transaction, where a pending charge falls off the account.
- For Apple Pay or Google Pay, refunds appear in the mobile device's transaction history.
- For Venmo, refunds appear in the Venmo app from 'Venmo Credits' with the reason 'Refund for merchant payment'.
Partial Refunds
- A Restocking Fee may be assessed if an order is canceled, indicating that the full cost may not be refunded.
- Canceling a pre-paid yearly or monthly FAM subscription does not provide a refund, but allows continued use of benefits for the paid term.
Dispute Process
- Customers waive their right to dispute amounts charged if they do not notify Gopuff within 30 days after the charge took place regarding requests for cancellations, refunds, or corrections.
Additional Notes
- Gopuff, in its sole discretion, may determine whether a refund is issued.
- Gopuff does not facilitate returns of products.
- Gopuff is not responsible for unauthorized use of GoCash or for hardware issues related to a device's access to the service.
- Promotional offers and discounts are subject to change or withdrawal at any time without notice.
What Redditors Are Saying
Has anyone else had Gopuff’s customer service *completely* skirt giving you a very valid refund?
Hey y’all, long story long: tmi but whatever- a very urgent box of tampons I ordered arrived…open and missing 13 out of 20 tampons. Not torn open like it was damaged in transit. We’re talking carefully, properly opened and then resealed with the little slip boxes have. 13 missing. After sparring wit
Gopuff driver couldn’t scan my ID so they left with my order and my money wasn’t refunded!
OK so I got a coupon that was really cool from Gopuff so I downloaded the app and I ordered $87 worth of stuff, the majority of it was my cigarettes. When the driver comes to my house, she scans my ID and said the name on the ID was not the same as on the account so I take a double gander at the acc
Tried to order Bilt Gopuff bc of the promotion, didn’t work but charged me twice. Then disputed with iMessage that doesn’t know it’s IMessage
Still haven’t called, agent ended up saying I’ll get an email. Think I’ll get my $5 Bilt cash back?
Anyone needing a laugh look no further for my first customer complaint and yes, Gopuff did refund after the third call to complain
So I get a call from customer service asking me if I delivered to his stated address I said yes they stated the customer said delivery was damaged and also missing items. I stated I knew nothing. The bag was intact when I dropped it off see picture and hung up, but not before the customer service sa