Refund and Store Credit Policy

OUR GUARANTEE

At Intershell Seafood, we're committed to delivering the best New England seafood experience. We guarantee your lobsters and shellfish will arrive fresh and alive on the date of delivery.

All orders are carefully packed with protective materials, gel packs, and/or dry ice to ensure products remain cold and unspoiled during transit. Due to the perishable nature of our products, we do not accept product returns.

ORDER PROTECTION & SHIPPING INCIDENTS

$4.95 Order Protection & Shipment Guarantee

For added peace of mind, we offer an optional Order Protection & Shipment Guarantee for a flat fee of $4.95. This protection provides 100% coverage for incidents that occur during transit.

• Coverage: If you purchased this protection and your package is lost, stolen, damaged, or delayed by the carrier resulting in spoiled products, you are entitled to your choice of a 100% full refund or a full reshipment of your order.
• Eligibility: To qualify, you must submit your claim via our online form within 24 hours of the delivery date (or the scheduled delivery date in the case of a lost/stolen package) and provide the required photographic/video evidence.

Orders Without Protection

If you choose to opt-out of the Order Protection & Shipment Guarantee, your order is subject to the following terms for shipping-related issues:

• Carrier Delays: If your package is delayed by the shipping courier and arrives spoiled, you are eligible for Store Credit only. We do not offer cash refunds or reshipments for carrier-related delays without the purchase of protection.
• Lost or Stolen Packages: Intershell Seafood is not responsible for lost or stolen packages where Order Protection was not applied.
• Evaluation: Each case is evaluated individually. To be considered for store credit, you must contact us within 24 hours of delivery and follow all rules regarding form submission and evidence.

Damaged Package (Exterior Visible Damage)

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

Undeliverable/Incorrect Address

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 made after packaging will incur an additional fee and may delay delivery.

Partially Thawed Frozen Products

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.

ELIGIBILITY FOR REFUNDS & STORE CREDIT

To be eligible for store credit, you must submit a claim within 24 hours of receiving your delivery by filling out our online form and providing the required photographic or video evidence.

Eligibility for a refund or store credit in all situations ultimately remains at the discretion of Intershell Seafood. Each customer claim is unique, and decisions vary depending on specific circumstances.

Product Quality & Taste Preferences

We stand by the freshness and quality of our products upon arrival. However, 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.

Missing Products

If your package is missing an 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 toward a future order.
• For items purchased with a gift card/coupon code, the refund will be a new certificate.
• Reshipment of missing items is at Intershell Seafood's discretion.

Conditions for Reimbursement or Reshipment

• Mortality: If your lobsters or shellfish do not arrive alive, we will refund you or resend the product if our Order Protection was purchased. If it was not purchased and to be considered for store credit, you must contact us within 24 hours of delivery and follow all rules regarding form submission and evidence.
• Fragile Items: For fragile items (Softshell Clams & Razor Clams), we will reimburse/resend if a substantial amount (over 20%) is damaged if our Order Protection was purchased. If it was not purchased and to be considered for store credit, you must contact us within 24 hours of delivery and follow all rules regarding form submission and evidence.
• Full Reshipment: A full reshipment is only guaranteed if all items in the shipment were affected and if you purchased our Order Protection. 

REQUIRED PHOTO & VIDEO EVIDENCE

To help us review your request, please provide the following:

• Gel Pack Condition: A photo of the gel pack(s) showing their condition (e.g., melted).
• Underweight Products: A photo of the product on a food scale. (Note: 1–3 lbs of water loss is expected for live shellfish and does not qualify).
• Spoiled Products: A photo showing the product temperature is over 45°F.
• Partial Thawing: Partial thawing of frozen products is expected. If the internal temperature is 40°F or below and cool to the touch, the FDA states it can be safely refrozen.

Testing for Life (Photo/Video Instructions)

 

ADMINISTRATIVE POLICIES

Order Cancellations

Intershell will fully refund orders cancelled prior to the shipping date. Once items are picked up by the shipping carrier, cancellations and refunds are no longer available.

Refund Processing

All refunds will be issued within 21 days from the date of the request. Full or partial credit card refunds will be issued back to the original payment method used.

Product Disposal

Due to health and safety reasons, do not return seafood. All items, including packaging, must be discarded by the customer after evidence has been captured and submitted.