Refund policy
If you would like to file a claim for defrosted product, you will have to provide video evidence that quantifies at time of unboxing that the product was received and opened within 90 mins of delivery. As we track shipment and delivery timestamps via the UPS tracking information, if your shipment was timestamp delivered more than 90 mins prior to your time stamped video evidence showing the defrosted condition of the product, a refund will not be processed. Customer accepts full responsibility to monitor tracking information sent to your email address and or provided phone number SMS.
As we do not require a signature for delivery, if you are requesting that your shipment be sent to multi-unit dwellings, such as apartment buildings, it will be your responsibility ensure someone is home to receive the package at place the content in a freezer ASAP. Seatopia is not responsible for lost, stolen, or neglected packages.
We are unable to replace items due to the recipient being unavailable at the time of delivery. Our boxes are clearly marked “perishable” on the outside, and we are not responsible if your packaged is delivered but neglected and results the contents melting. Every shipment is delivered in an insulated shipping box with frozen gel packs and dry-ice to ensure the content remain frozen in transit. However if your shipment is neglected for more than 90 mins or left in direct sunlight causing the contents to defrost, again this is not our responsibility. Every delivery is preempted with tracking information sent to your email address and if provided a text message is sent that will alert you to the time of delivery. We also track this information with shipment and delivery time stamps.
If you are would like to file a claim for defrosted product, you will have to provide video evidence that quantifies at time of unboxing that the product was received and opened within 90 mins of delivery. Again we also track shipment and delivery timestamps via the UPS tracking information. If your shipment was timestamp delivered more than 90 mins prior to your time stamped video evidence showing the defrosted condition of the product, a refund will not be processed. Customer accepts full responsibility to monitor tracking information sent to your email address and or provided phone number SMS.
The following reasons are covered under our policy:
- Damaged items (unrelated to carrier)
- Late delivery or improper handling caused by the carrier (UPS/FedEx), resulting in defrosted items or damage
- Missing items
- Please report any issues with your order. Resolutions to reported issues may include replacement of the product in question, credit towards your next box, or a partial/full refund.
For canceled orders, please note that you can cancel at any time before your next order is billed. If you cancel after billing but before delivery, the cancellation request will only be processed for the next scheduled billing date.
The following reasons are not covered under our refund policy:
- Incorrect address provided or refusal of delivery when shipped according to our terms and conditions
- Late delivery due to incorrect address
- Dissatisfaction with box curation
- Inability to retrieve your order on the guaranteed delivery date, resulting in defrosted items or damage
- Please review your shipping address before ordering. Should your shipping address change, please update your address prior to the billing date via your account page.
- We will not assume any responsibility for any seafood that becomes unusable because of failure to follow instructions (in the package or on our website) by the recipient nor any lost or stolen deliveries once the seafood is delivered.
If you need to report an issue with your order or need to add delivery instructions, please email us directly at nemo@seatopia.fish.