Fair, Fast Resolution
Cancellation & Refunds
Fresh drinks are prepared quickly. Contact us as soon as possible if an order needs attention.
Need help with an order?
Email hello@arktlab.com with your ARK order number, the pickup name, and a short explanation. For an immediate cancellation request, contact the store as soon as the public business phone becomes available.
Cancellations
- You may request cancellation before the order enters preparation.
- A request is not confirmed until ARK accepts it. Drinks can enter preparation shortly after payment.
- Once preparation begins, the order normally cannot be cancelled because ingredients and labour have already been committed.
- If ARK must cancel an order because an item is unavailable or the store cannot fulfill it, the applicable amount will be returned to the original payment method.
Incorrect, missing, or defective items
Tell us promptly, preferably on the same day, if an item is missing, materially different from the paid order, spilled because of packaging failure, or not reasonably fit for consumption.
After reviewing the order, ARK may remake the affected item, issue an appropriate partial refund, or issue a full refund for the affected item. We may request a photo when it reasonably helps us understand the problem.
Preferences and customizations
Refunds are not normally provided because a correctly prepared drink does not match a customer’s personal taste. Please review the tea, sweetness, ice, size, toppings, caffeine information, and allergen information before payment.
Uncollected orders
Prepared orders that are not collected are normally non-refundable. ARK cannot guarantee quality after the recommended pickup time and may dispose of uncollected products at closing or when required for food safety.
How refunds are returned
Approved refunds are sent to the original payment method through Square. The time required for the credit to appear is controlled by Square, the card network, wallet provider, and your financial institution.
Lab Points earned on refunded value can be reversed. Points or coupons used on a refunded order will be restored when supported by the promotion rules and the reason for refund.
Legal rights
This policy does not limit rights or remedies that cannot be excluded under applicable law. ARK may make reasonable exceptions where fairness, safety, or the circumstances require it.