Last Updated: June 10, 2026

Refund & Guarantee Policy

At Direct Seafood, every order is backed by a 100% Satisfaction & Money‑Back Guarantee, subject to the conditions described in this policy. This approach reflects the realities of shipping perishable seafood while ensuring customers are treated fairly when something goes wrong.

100% Satisfaction and Refund Policy

If your seafood arrives and does not meet your reasonable expectations of quality or condition, you must contact Direct Seafood within 10 days of receipt of products at support@directseafood.com. 

• Eligibility: Claims reported within this 10‑day window may be eligible for a refund, partial refund, credit, or replacement shipment, at Direct Seafood's discretion, based on the nature of the issue and the documentation provided.

• Required information: To allow a fair and timely review, your message should include:

• Your order number

• A brief description of the issue (e.g., damaged packaging, thawed product, off odor)

• Clear, time‑stamped photos of the product, interior packaging, and outer shipping box and label, where applicable

This documentation is standard in the perishable and e‑commerce industries and helps verify product condition at the time of delivery.

Orders Damaged During Shipping

If your order appears damaged in transit (crushed box, torn liner, significant leakage, etc.), please:

• Photograph the outer box, inner packaging, and affected items immediately upon opening, and

• Email support@directseafood.com within 10 days of receipt of products with your order number and photos. 

Once we review your claim, we will determine the appropriate remedy, which may include a replacement shipment, partial replacement, store credit, or refund. The specific resolution will depend on the extent of the damage and product safety considerations.

Important Conditions and Limitations

Because seafood is highly perishable:

• Direct Seafood cannot accept open‑ended or significantly delayed quality complaints.

• Refunds, credits, or replacements are limited to issues reported within 10 days of the documented delivery time shown by the carrier.

• Direct Seafood reserves the right to deny a claim when:

• The issue appears to result from failure to retrieve or store the package promptly after delivery,

• Required documentation (photos, description) is not provided, or

• The request falls outside the 10‑day reporting window, absent exceptional circumstances.

These limitations align with common practices among perishable food and seafood delivery services and are necessary to ensure food safety and fairness.

Non-Returnable Perishable Goods

For food safety and regulatory reasons, seafood products cannot be physically returned once they have been delivered to you.

• Do not attempt to ship seafood back to us unless explicitly instructed in writing by Direct Seafood.

• If there is an issue with your order, the correct next step is always to contact support@directseafood.com within 10 days of receipt of products, not to send product back. 

Where appropriate, we may advise you to discard product that appears unsafe rather than consume or return it.

Direct Seafood’s Quality Standards

Direct Seafood’s products are processed and packed in a professionally certified seafood facility that follows strict safety and quality programs. The facility’s standards include:

• Operation as a USDC‑certified seafood processing facility.

• HACCP‑based food safety and quality procedures.

• Florida Shellfish Certified Facility status for applicable shellfish products.

• Inventory typically rotated every 24–48 hours to help maintain freshness.

• Temperature‑controlled environments throughout processing and storage.

• Visual inspection of every order prior to shipment.

• Use of an ozone water sanitation system, where appropriate, to help maintain sanitary conditions.

These measures are intended to reduce risk and support product safety and quality, but no shipping process can eliminate all risks inherent in transporting perishable items. Carrier performance, weather, and how quickly packages are brought indoors can affect product condition at delivery, which is why timely reporting and documentation are essential.

What Is Not Covered

The guarantee is not intended to cover:

• Customer preference changes after delivery (e.g., “I decided I don’t like salmon”).

• Minor cosmetic imperfections that do not affect safety or quality (e.g., slight vacuum‑seal wrinkling).

• Issues arising from failure to follow handling or storage instructions, such as:

• Leaving the package outside or unrefrigerated for an extended period after delivery, or

• Thawing and refreezing products against guidance.

Direct Seafood may, in its sole discretion, provide goodwill accommodations in some of these situations, but such accommodations do not create a continuing obligation.

Contact Information

For help with a refund, replacement, or order issue, contact:

• Email: support@directseafood.com 

• Timing: Within 10 days of the documented delivery time

Please retain your packaging and product until you receive guidance from our team, as photos and other information may be necessary to resolve your request.