We stand by the arrival of our products! We will gladly issue a replacement or a refund if your package is verified as lost, damaged, or stolen in transit by the courier services. Please contact us immediately upon noticing a delivery issue so we can open a claim and resolve it for you right away.

Because seafood is temperature-sensitive, we offer Intershell Order Protection at checkout to guard your shipment against transit mishaps. Only orders that have purchased Order Protection are eligible for a free re-shipment or a full refund if the package is lost, stolen, or arrives spoiled/damaged due to transit delays. If you opt out of Order Protection at checkout, Intershell cannot absorb the financial loss for carrier errors, and your order will not be eligible for reimbursement or reshipment.

No, it is not mandatory—but it is highly recommended. You can switch it off in your cart before checkout.

Opting into Order Protection is completely your choice, but we strongly advise adding it to your cart, especially if your order total is well over $200.

If you choose to opt out of Order Protection at checkout, you are actively choosing to take on all delivery risks such as lost, damage, or theft. It is entirely the customers choice and risk to take.

Yes, you can still visit our Claims Portal and fill out a claim form to request a refund or store credit for our team to review.

However, please be aware that because you chose to take on the delivery risk by opting out of Order Protection, your request may be rejected depending on the situation.

Our team reviews unprotected claims strictly on a case-by-case basis. We will evaluate the details and photos you provide in the portal, but compensation is not guaranteed for unprotected shipments.

If your package arrives damaged, warm, or spoiled, you must submit a formal request through our Claims Portal.

Yes, you have to. Refund and re-shipment requests will not be accepted via email or over the phone. Our customer service agents cannot manually process these claims. To be evaluated, all requests must go through the online portal, or else they will be automatically declined.

You must visit our Claims Portal and submit your information within 24 hours of the recorded delivery timestamp. Any claims filed after this 24-hour window will be automatically rejected by the system, regardless of whether you purchased Order Protection.

To ensure your claim is approved quickly by our quality control team, please have the following items ready to upload into the portal:

1. Your Intershell Order Number and the email address used at checkout.
2. Clear, well-lit photographs of the damaged or spoiled product, showing the temperature of the arrival of the seafood.
3. Clear photographs of the shipping box, focusing heavily on the shipping label and any visible external damage to the package.

No. Order Protection only covers carrier errors, theft, and transit damage. It does not cover customer errors. If you provide an incorrect or undeliverable shipping address, or if you attempt to reroute the package mid-transit (which adds an automatic 24-hour delay), your claim will be denied, and your Order Protection will be voided. Please double-check your shipping details before finalizing payment.

No, we do not accept returns. Because our products are perishable, fresh, or frozen food items cannot be physically returned to our facility under any circumstances. Once an order leaves our docks in Gloucester, it cannot be safely restocked. All sales of perishable items are final unless there is a qualified transit issue or quality defect.

• Re-shipments: Once your portal claim is reviewed and approved, a replacement order will be scheduled for the next available shipping day (typically Monday or Tuesday of the following week).
• Refunds: Approved refunds are credited back to your original payment method. It usually takes 3 to 7 business days to reflect on your banking statement, depending entirely on your financial institution's processing speeds.

• Store Credit: Digital store credit or gift card balances are issued instantly via email once approved.
• Credit Card/Bank Refunds: Once a refund is processed on our end, it typically takes 3 to 7 business days to reflect on your bank or credit card statement, depending entirely on your financial institution's processing speeds.

No. Intershell will ship your package exactly to the address submitted at checkout. Our system is able to flag typos and automatically correct addresses, but not if you mis type cities & zip codes.

Shipping to a closed business or trying to reroute a package mid-transit (which adds an extra 24 hours of warm travel time) voids your eligibility for a refund. The customer is responsible for being available to receive the package on the scheduled delivery day.