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Minimum order $130 | Free shipping $300+
Minimum order $130 | Free shipping $300+
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Refund policy

PrimeFish Seafood Co. Refund & Cancellation Policy

At PrimeFish Seafood Co., our goal is to deliver premium, perishable seafood safely and reliably while providing a clear, fair customer experience. Please review the policy below before placing your order. If you have questions not covered here, contact us at contact@getprimefish.com.

Final Sale / No Cancellations

Due to the perishable nature of seafood and the time-sensitive handling required for fulfillment, all sales are final once an order is placed.

Orders cannot be canceled for any reason, including (but not limited to) changed mind, ordering by mistake, scheduling conflicts, or delivery preference changes.

Order Changes (Allowed Within Guidelines)

While cancellations are not permitted, PrimeFish may be able to accommodate certain order changes if the request falls within our fulfillment and shipping guidelines.

Examples of changes we may be able to support include:

  • Updating the shipping address

  • Changing the arrival date (delivery date)

  • Adding items to the order

  • Removing items from the order

Order change requests are not guaranteed. All changes are subject to operational constraints, including inventory availability, fulfillment status, carrier timelines, packaging requirements, and shipping cutoff times.

PrimeFish reserves the right to approve or deny any change request at our discretion.

How to Request a Change

To request a change, contact us as soon as possible at contact@getprimefish.com and include:

  • Order number

  • Requested change(s)

  • Updated shipping information (if applicable)

Fees & Price Differences

If a change request is approved:

  • Added items will be charged at the current price (including applicable taxes and shipping).

  • Removed items may be refunded only if the order has not entered processing and removal is operationally feasible.

  • PrimeFish may apply additional shipping charges if changes affect package weight, packaging requirements, carrier cost, or if removing items causes the order subtotal to fall below our free shipping threshold.

Returns

Due to the perishable nature of seafood, returns are not accepted.

Reporting Issues With Your Order (Claims Window)

If there is an issue with your order at the time of delivery (when first opening the package):

  • Claims must be submitted within 8 hours of delivery via our [Claims Form Link].

  • Claims must include clear photos and/or video of:

    • Product(s)

    • Internal packaging

    • Shipping box (if relevant)

    • Shipping label

  • Claims submitted after 8 hours cannot be honored.

  • Claims submitted after the 8-hour window will be denied regardless of circumstance, except where required by law.

  • False, incomplete, or suspected fraudulent claims will not be approved.

Packaging Integrity

We take great care in vacuum-sealing our seafood. In rare cases, seals may loosen during transit. This does not impact product safety if the seafood arrives cold or frozen.

Loosened seals alone do not qualify for replacement or credit.

If a loosened seal is accompanied by spoilage (product arrives warm, has an off odor, or appears unsafe), please submit a claim within 8 hours of delivery.

Shipping Delays & Quality Guarantee

We stand by the freshness and quality of our seafood when delivered on time.

Eligibility for replacement, refund, or credit is based on delivery at the carrier’s first delivery attempt on the posted delivery date.

Carrier Delays (Past the Posted Delivery Date)

If FedEx delivers an order after the posted delivery date, and the product arrives compromised as a result of the delay:

  • PrimeFish will replace the affected items at no cost to the customer.

  • Refunds or store credit are not offered for carrier-caused delays.

  • Replacement orders will be prioritized and shipped as quickly as possible.

This policy applies because seafood is perishable and carrier delays are outside our direct control.

PrimeFish Fulfillment Errors (Our Responsibility)

If there is a mistake on our part, including but not limited to:

  • Missing items

  • Incorrect items shipped

  • Damaged packaging

PrimeFish will offer the customer their choice of:

  • A replacement, or

  • A refund for the affected items

We believe customers should never bear the cost of errors that are within our control.

Taste, Preparation & Subjective Concerns

Due to natural variation in seafood, refunds or replacements based on personal taste preferences are not offered.

PrimeFish products are shipped in premium condition and meet quality standards upon delivery. We cannot be responsible for issues caused by improper storage, handling, or preparation after delivery.

Customers are encouraged to follow preparation and storage instructions provided on our website or included with their order. Our support team is happy to assist with preparation questions.

Policy Acknowledgement (Agreement)

By placing an order with PrimeFish Seafood Co., the customer acknowledges that they have read, understood, and agreed to the terms of this Refund & Cancellation Policy, including:

  • All orders are final sale once placed

  • Cancellations are not permitted for any reason

  • Returns are not accepted due to the perishable nature of seafood

  • Any delivery-related issues must be reported within 8 hours of delivery using the Claims Form and must include required photo/video documentation

PrimeFish Seafood Co. reserves the right to update or modify this policy at any time, and the version in effect at the time of purchase will apply to the customer’s order.