Refund PolicyUpdated 7 hours ago
We’re here to help if something goes wrong with your delivery. To file a claim for defrosted product, we kindly ask that you provide photo/video evidence taken at the time of unboxing. This video must clearly show that the package was opened within 90 minutes of delivery. We use carrier tracking data to verify delivery time, and if your video is timestamped more than 90 minutes after delivery, we’re unfortunately unable to process a refund.
To ensure a smooth delivery experience, please keep an eye on the tracking information we send to your email or phone (if you’ve opted in for SMS). Since we don’t require a signature at delivery, it’s important that someone is available to receive the package and store the items in the freezer as soon as possible—especially in multi-unit dwellings like apartment buildings. Seatopia cannot take responsibility for packages that are lost, stolen, or left unattended for too long.
Every order is packed in an insulated shipping box with frozen gel packs and dry ice to keep your seafood frozen in transit. However, if a box is left out for more than 90 minutes or placed in direct sunlight, defrosting may occur, and we won’t be able to offer a refund in those cases.
What is covered under your refund policy?
We’re happy to offer support for the following issues:
Items that arrive damaged (not caused by the carrier)
Defrosted items due to carrier delay or mishandling
Missing items in your order
Please report any issues with your order as soon as possible. Depending on the situation, we may offer a replacement item, a credit toward your next box, or a partial/full refund.
What is not covered under your refund policy?
While we strive to be as accommodating as possible, we cannot offer refunds or replacements for the following:
Incorrect shipping address or refusal of delivery
Delays due to incorrect address
Dislike of box contents or curation
Inability to retrieve the package on the delivery day, resulting in spoilage or damage
Failure to follow handling and storage instructions included in your box or on our website
Please make sure your shipping details are accurate before placing an order. If your address changes, you can update it through your Seatopia account prior to your next billing date.