Shipping, Returns & Refunds
**** Please note that due to the extreme summer temperatures across the U.S., we are only shipping on Monday & Tuesday until further notice. This is to ensure the safe arrival of your seafood before the weekend. If you have any questions, feel free to contact us at 504-220-2265.
We ship our perishable products frozen and packaged in insulated Styrofoam boxes insulated with dry ice and/or gel pack(s) for added temperature control to maintain safe internal product temperature during transit. We are not liable for orders that have not been retrieved in a timely manner. We will refund purchases that have been delivered late by UPS and caused the seafood order to have been completely thawed. If your package arrives after the delivery commitment time, but the seafood items are thawed but cold to the touch, they are safe to eat. You can refreeze them for longer storage or refrigerate for immediate consumption. Please contact us if you have any concerns after opening the package about the condition of seafood items. We pack all of our boxes to hold for 72 hours, so if you’ve shipped second day or overnight and your package is delayed a day, it should not be a problem.
Seafood products are perishable items that must be kept frozen and/or refrigerated prior to their consumption. In order to guarantee product safety and quality, we only ship within the United States and use UPS for delivery. Our regular shipment dates are Monday-Wednesday to avoid weekend deliveries when customers are frequently away and may not be able to pickup their package in a timely manner.
For greater savings on shipping, lower product prices, and to minimize thawing of frozen items during transport, we strongly encourage orders of over 5 pounds. Due to shipping limitations, we must have a physical delivery address for deliveries. PO Box delivery options are not currently available.
If there is a UPS delay on your order and the seafood is no longer safe for consumption, we can resend your order on the next available ship date. If you refuse the package upon delivery there is no warranty or refund!! No matter how late the product is. We need proof the product is bad before we can credit or refund you. Most packages are still fresh if they arrive late and we pack our boxes to last 72 hours.
Please inspect your order upon receipt and contact us immediately if there is an issue with quality, damage, missing or wrong items. Photos of the boxes, packing materials and product are required in resolving any problems. Please keep the product frozen or refrigerated if appropriate. DO NOT send the box back to us. Our customer service staff will work with you to find a fair resolution.
Refunds are handled on a case by case basis. If for any reason you are not satisfied with your order, please give us a call at 504-220-2265 so we can discuss the issue. After reviewing your issue and it is determined a refund is due, the amount will be refunded to your original form of payment. Please remember it can take 7-10 business days for your bank or credit card company to process and post the refund. Weather and increased shipping traffic at certain times of the year can delay delivery and, unfortunately, is out of our control. We pack all of our boxes to hold for 72 hours, so if you’ve shipped second day or overnight and your package is delayed a day, it should not be a problem. Again, if there are any issues with your package, please give us a call and we will evaluate the situation. Our goal is always to get you the freshest and best seafood in the time frame that it is expected. We want you to come back again and again!
Did your order arrive on time but nobody was there to receive it? We can’t take responsibility for delays in receipt of packages because of a problem with the front desk or door person at your residence or business. Which is why we send an email with tracking info. If you have any questions on arrival date, let us know. If UPS states that they are unable to deliver the package on the first attempt for any reason, a refund will not be granted and the customer will be responsible for the package. This is a perishable good and it is critical that the customer has a delivery address that can accommodate on time deliveries.
Please follow the order tracking information that was sent out at the time of shipment. Packages should be opened and the contents should be transferred to a freezer as soon as possible, we can not be held liable for orders that have been delivered and have sat outside for an unreasonable period of time.
Saltwater Grove Seafood will accept order cancellations until the product has shipped. We will refund back 100% of the purchase amount, but orders cannot be canceled after shipping has commenced. Typically all orders are processed and shipped by 4 pm CST during our Monday, Tuesday, Wednesday shipping period.
Your satisfaction is important to us.
CALL or TEXT 504-220-2265