Summary:
We do everything we can to ensure your seafood arrives on time and frozen solid, but shipping delays and occasional issues can happen. Here's what to do if your box is late, damaged, or not what you expected.
🚚 If Your Box Is Delayed
- First, check your tracking link in the shipping confirmation email.
- Shipping carriers occasionally experience delays due to weather, volume, or logistics.
- Our packaging is designed to keep your seafood frozen even with short delays.
Still waiting?
If your box hasn’t arrived within 3 days of shipping, contact our Member Support team. We’ll track it down or make it right.
📦 If Your Box Arrives Damaged or Thawed
Please check your delivery as soon as it arrives.
Here are our guidelines when it comes to thawed fish:
- If your filets have up to 1 centimeter of thawing along their perimeters, then they are safe to place in your freezer without significant loss of quality.
- If there is more significant thawing, and the temperature of your fish is 38 degrees or lower, your fish is safe to place in your refrigerator and eat within 2 days.
- If you can not confirm the temperature, or if your fish has a higher temperature than 38 degrees, please do not eat the fish that you received
If you are concerned about the condition of your fish or have any questions, please contact us. We want you to be completely satisfied and are happy to replace any product damaged in shipment.
Our members are at the heart of everything we do, and we stand behind the quality of every delivery.