RETURN & Refund POLICY

OUR GUARANTEE

At Intershell Seafood, we pride ourselves on providing the absolute best New England seafood experience. We believe in the experience so much that we guarantee your lobsters & shellfish arrive fresh and alive on the date of delivery. All orders are double checked before they are sent out for delivery or shipped out of our area. 

Damaged Package

In the event that you received a package with exterior visible damage, email Intershell Seafood on the date the package was delivered with photographs of the damage to: websales@intershell.biz. Do not throw away contents or packaging as an inspection must occur by our carrier, UPS. Refund eligibility will be subject to an investigation done by UPS and Intershell Seafood.

Refund Policy

To be eligible for a refund, a photograph of the affected products & gel packs opened when you receive the product and must be emailed on the date of delivery. Please make sure the picture properly shows the spoiled products, lifeless shellfish, or melted gel packs are sent to websales@intershell.biz along with your order number and the best way to reach you. All items must be in the same condition that you received it, unused, in its original packaging.

To help us review your refund, please follow these instructions for submitting photos for all orders:

  • A photo of the gel pack to show the condition of the ice to show if it has been melted during transit.

  • For underweight products, a photo must be submitted with the product on a food scale. This does not apply to live shellfish such as Soft Shell Clams (Steamer Clams), Razor Clams, Live Surf Clams, and Live Scallops - some water loss is to be expected up to 24 hours after the harvest date due to the nature of the species.

  • For spoiled products, a photo must be submitted showing product temperature over 40℉.

  • For lifeless or broken shellfish, a photo and a video must be submitted showing the product is lifeless following the instructions per live seafood item - see them listed below.

Lifeless Products: Lobsters, Hardshell Clams, Mussels, Oysters, Live Scallops, Live Surf Clams, Razor Clams, Softshell Clams

For Live Lobsters

  • If your lobster arrives lifeless, provide a photo of the lifeless lobster on its back.

For Live Scallops & Surf Clams

  • Unlike hardshell clams, mussels, & oysters, live scallops & live surf clams naturally stay a little bit open when it is alive, and the shells do not fully close.

  • To test whether the shellfish is alive or not, tap the clam or scallop a few times to see if it will move/close. If it does not move right away, it does NOT mean the scallop or clam is dead. The next step to take is to take a pen and run it along the muscle inside the shell to see if the muscle moves.

  • Sometimes during transit, the scallop or surf clam lose strength to close its shell fully, but the muscles inside could still have movement - even if it is minimal. If the clam or scallop does not have an odor, the gel packs inside of the box remain solid, and the seafood is 40 degrees F or below, then it is safe for consumption even if no movement is detected.

For Hardshell Clams, Mussels, & Oysters

  • To test whether she shellfish is alive or not, tap the clam, mussel, or oyster on a solid surface a few times to see if the shell will close - listen for a hollow sound.

  • If a substantial amount of clams or oysters within your order arrive with the shells open and unresponsive, please provide a video following the instructions above.

For Soft Shell Clams (Steamers) & Razor Clams

  • Softshell Clams & Razor clams naturally have a more brittle shell than other live shellfish items. If a substantial amount is broken during transit, please email a photo to us.

PO Box Addresses - Undeliverable by UPS and FedEx

UPS and FedEx do NOT deliver to PO boxes, we are not responsible for any delayed shipments due to addresses being PO Box addresses and you will not be eligible for a refund.

Frozen Products

In the event that you received a frozen product that has partially thawed in transit, you can continue to let the product defrost for immediate use or put it back in the freezer for storage. We often ship frozen and fresh products together and partial thawing of the frozen products can be expected. The FDA notes that frozen seafood that has not exceeded an internal temperature of 40 Degrees Fahrenheit and remains cool to the touch externally can be refrozen without issue. Please contact us if you have any questions about specific products.

Return Policy

Given the nature of the products and services we provide, we do not provide a return policy.

ORDER DEADLINES & CANCELLATIONS

All orders can be canceled or modified prior to the shipment date. We must be contacted directly in order to process any order modifications or shipping corrections before your order has been picked up by the courier. Once it has been picked up, we are unable to cancel and refund your order. 

Delayed Shipments

Once in the possession of the shipping provider, Intershell Seafood cannot take responsibility for any issues encountered during transit. Delays caused by forces outside of the control of the shipping providers, ie. weather, are not normally covered and will be at the discretion of Intershell Seafood.

We are also not responsible for orders that are not retrieved in a timely manner after they have been delivered.

PRODUCT PRICE FLUCTUATIONS

Seafood items can fluctuate in price due to the supply and demand in the market.  Fish fillets or whole fish items are price driven by auction values - whatever the price is for the item you want to purchase for that day is the set price.   Most prices of fresh items are supply and demand sensitive, but some of our signature items are stable in pricing.  Requests for the difference of price changes are not eligible for a refund.