Refund policy
Secure Checkout  •  Cold Chain Shipping  •  Quality Guaranteed

Reshipment & Store Credit Policy

At Oceanside Seafood, we stand behind the quality of every order. Because seafood is perishable and shipped in insulated packaging with dry ice, claims must follow the policy below.

Our Quality Guarantee

We carefully pack seafood orders with insulation and dry ice to maintain safe temperatures during transit. If an order arrives damaged, incorrect, missing items, or outside safe temperature guidelines, contact us promptly so we can review the issue and provide an appropriate resolution.

Perishable Goods Policy

Due to the perishable nature of seafood, we do not accept physical returns. Approved qualifying claims are resolved through a same-item reshipment or Oceanside Seafood store credit. We do not issue cash refunds to the original payment method except where required by applicable law.

How to Report an Issue

To be eligible for review, please:

  • Submit a claim through our self-serve Claims Portal within 24 hours of delivery (or confirmed availability for UPS Access Point collection, as explained below). If you purchased Checkout+ package protection at the time of purchase, we will work with you to provide a same-item reshipment or Oceanside Seafood store credit within 72 hours.
  • Provide clear photos of the seafood, packaging, shipping label, and any visible damage.
  • For a temperature-related claim, provide a photo showing the product temperature when reasonably possible.
  • Retain the seafood and original packaging until we complete our initial review or provide disposal instructions.

Claims submitted without timely notice or sufficient documentation may be denied when the delay or missing information prevents us from verifying the condition at delivery.

Issues That May Qualify

  • Seafood arriving above 40°F without ice crystals or other evidence that it remained safely cold.
  • Damaged, leaking, opened, or otherwise compromised packaging.
  • Missing or incorrect products.
  • Seafood that is materially different from what was ordered or is otherwise unsatisfactory upon arrival.

Situations Generally Not Covered

  • Incorrect or incomplete shipping information entered at checkout.
  • Delivery problems caused by a customer-requested address change after shipment.
  • Failure to retrieve or properly store a package within the delivery window described below.
  • Improper thawing, storage, handling, or refreezing after delivery.
  • Refusal of delivery without prior authorization from Oceanside Seafood.
  • Carrier delays that do not compromise product safety or quality.
  • Seafood that is partially thawed but still contains ice crystals or measures 40°F or below.
  • Normal variations in color, shape, size, texture, or moisture associated with natural seafood products.

Temperature & Dry-Ice Guidance

Dry ice may be partially or completely gone when the package arrives. This alone does not mean the seafood is unsafe. Seafood that is still frozen, contains ice crystals, or measures 40°F or below may be safely refrigerated, cooked, or refrozen. If the seafood is above 40°F or you are unsure of its condition, do not consume or discard it until you have contacted us and documented the issue.

Delivery Responsibility

Tracking information and delivery confirmation are provided whenever available. Our insulated packages are designed to protect frozen seafood for approximately 6 hours after delivery under typical conditions. Please retrieve and properly store the order as soon as practical. A claim will not be denied solely because the package was unattended for a period within this approximate six-hour window; weather, placement, direct sunlight, package damage, and other delivery conditions may still be considered.

Carrier Delays

Carrier delays do not automatically qualify for a reshipment or store credit. However, if a delay causes the seafood to arrive damaged, above safe temperature guidelines, or otherwise materially compromised, we will review the claim based on the condition at delivery.

Resolution Options

If a claim is approved, the resolution may include:

  • A same-item reshipment.
  • Oceanside Seafood store credit.

The remedy will be based on the affected products, supporting documentation, shipping circumstances, and applicable law. Cash refunds to the original payment method are not offered except where required by applicable law.

Payment Disputes

Please contact us directly and allow us a reasonable opportunity to review and resolve an issue before initiating a chargeback or payment dispute.

If a dispute is filed, we may provide the payment processor with relevant documentation, including order details, communications, shipment records, delivery confirmation, photographs, and the policy presented at checkout. Nothing in this policy limits rights that cannot legally be waived.

Contact Us

For questions or claims regarding an order:

Email: cs@oceanside-email.com
Call or text: 877-849-2490

UPS Access Point Collection and Claims

For UPS Access Point orders, “available for collection” means UPS confirms the package is ready, tracking or a pickup notification communicates that status, and the location is open and able to release it. A delivery scan alone does not establish availability if the package cannot actually be collected. Monitor tracking and contact us promptly if a notification is missing, the location is closed, or the package cannot be released.

For Access Point orders, the 24-hour claim-reporting period starts when the package is confirmed available for collection, rather than when you later choose to collect it. Please collect promptly and properly refrigerate or freeze the contents. The approximately six-hour packaging guidance above runs from carrier delivery to the location, does not restart at collection, and is not a guaranteed safe-storage period.

Report location closures, missing or delayed notifications, refusal of the shipment, or inability to release the package as soon as you discover them. Include tracking, notification timestamps, location hours, and other available documentation. If a documented problem outside your control prevents timely collection or reporting, we will consider that problem when evaluating the deadline and product condition; a claim will not be denied solely for that documented delay.

Failure to collect a package that was available, or improper handling after collection, may affect eligibility when it causes deterioration or prevents verification. An uncollected package or carrier return does not automatically qualify for reimbursement. Carrier or location failures and customer-caused delays are evaluated separately. Qualifying claims remain eligible for same-item reshipment or store credit under this policy; applicable legal rights are preserved.