To be eligible for a refund or store credit, you must submit a claim within 24 hours of receiving your delivery by filling out our form and providing the required photographic or video evidence. Your item must be in the same condition you received it, unused, and in its original packaging where applicable.

At Intershell Seafood, we stand by the freshness and quality of our products upon arrival. We understand that individual taste preferences vary, and while we strive to provide the best New England seafood experience, we cannot offer refunds or store credit for products that arrive in perfect condition but do not meet personal taste expectations or perceived quality issues unrelated to spoilage or damage during transit.

While we've outlined our specific policies and requirements, please note that eligibility for a refund or store credit in all situations ultimately remains at the discretion of Intershell Seafood. Each customer claim is unique, and our decision will vary depending on the specific circumstances.

If your package is missing an ordered item, you must contact us on the date of delivery. We may require a picture of the package upon arrival. A refund or credit for the missing item will be issued towards a future order. If missing items are not reported on the delivery date, Intershell Seafood reserves the right to refuse a refund. For items purchased with a gift card/coupon code, the refund will be another certificate. Reshipment of missing items is at Intershell Seafood's discretion.

If your lobsters & shellfish do not arrive alive, or a substantial amount (over 20%) of fragile items (like Softshell Clams & Razor Clams) are damaged during transit, we will reimburse you or resend your order for the spoiled product costs. A full reshipment is only guaranteed if all items in the shipment were affected.

If the customer requests their order to be cancelled, Intershell will fully refund all orders prior to the shipping date. Once items are picked up by the shipping carrier, cancellations and refunds are no longer available.

• All refunds will be issued within 21 days from the date of the refund request.
• Full or partial credit card refunds will be issued back to the credit card used for the purchase.

Due to the perishable nature of our seafood products and for health and safety reasons, Intershell does not accept product returns. All items, including packaging, even if spoiled or damaged, must be discarded by the customer.

Please provide the required photographic or video evidence as outlined in this policy to support your claim for a refund or store credit.

• If your lobster/crab arrives lifeless, provide a photo of it on its back.
• Minimal movement of arms, legs, or eyes means the lobster/crab is alive and safe to eat.
• Undercooked Lobster: If the inside body contains dark liquid (raw lobster roe color), this indicates undercooking, not spoilage. Continue cooking until the internal temperature reaches 135-140°F (measured between the tail and body). Fully cooked lobster roe will appear red. Photos of undercooked lobsters will not be considered for a refund or store credit.
• Live lobster & crab should be cooked and eaten the day they are received.

• These naturally stay slightly open; they do not fully close like other clams.
• To test for life: Tap the clam or scallop a few times. If no immediate movement, gently run a pen along the muscle inside the shell to check for movement.
• Even minimal muscle movement indicates life. If there's no odor, gel packs are solid, and the seafood is 40°F or below, it is safe for consumption, even if it appears to have lost strength.
• These should be shucked and eaten the day they are received.

• To test for life: Tap the shell on a solid surface a few times and listen for a hollow sound as the shell closes. Even if the shell is open initially, the tap test can trigger the shellfish to close its shell – meaning it is still alive and safe to consume.
• If a substantial amount (more than 10%) arrives with open and unresponsive shells, provide a video demonstrating the above test.
• Hardshell Clams: Best eaten within 2-4 days of receipt.
• Oysters: Best eaten within 5-7 days of receipt.
• Mussels: Best eaten within 1-2 days of receipt.

• These have more brittle shells. Please expect a 1%-3% loss due to breakage.
• If a substantial amount is broken during transit (more than 10% of the clams), submit a photo of the broken shellfish with your refund request.
• These should be eaten within 1-2 days of receipt.

• If your package is delayed due to the shipping courier, you are eligible for store credit only, as this is beyond Intershell Seafood's control. Please fill out the return form and follow instructions.

If you receive a package with visible exterior damage, please fill out the refund request form. Do not discard contents or packaging, as the carrier may conduct an inspection. Refund eligibility will be subject to an investigation by the shipping courier and Intershell Seafood.

Partial thawing of frozen products is expected, especially when shipped with fresh items. According to the FDA, frozen seafood that has not exceeded an internal temperature of 40°F and remains cool to the touch can be refrozen. Contact us with any questions about specific products.

Intershell Seafood ships to the address provided by the customer. No refund, store credit, or reshipment will be issued for undeliverable or incorrect addresses, or for shipments to closed businesses. Address changes after packaging will incur an additional fee and may delay delivery.