Perishable Goods Policy

Due to the perishable nature of seafood, we do not accept physical returns. Except where required by law, refunds, replacements, or store credit are considered only for qualifying issues reported in accordance with this policy.

How to Report an Issue

To be eligible for review, please:

• Contact us within 24 hours of delivery
• 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 refund. 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:

• Replacement of the affected product
• Store credit
• Partial or full refund to the original payment method

The remedy will be based on the affected products, supporting documentation, shipping circumstances, and 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