Refund policy

Return Period:
Customers have 7 calendar days from the receipt of their order to request a return. This limited period is due to the short shelf life of our products.

Eligible Reasons for Return and Refund

We provide full refunds in the following cases:

1. Incomplete Order:

If you received an incomplete order (missing items), please contact us immediately. We offer three options:

  • Immediate refund for missing items
  • Reshipment of missing items at no additional cost
  • Store credit/loyalty points as compensation (by mutual agreement)

2. Defective/Damaged Products:

Returns are accepted if the product is defective due to issues arising during transportation or packaging that compromise the quality of the fish. Defects may include discrepancies in appearance, odor, texture, or any signs of damage that render the product unfit for consumption.

Important: For defective products, customers must contact us within 7 days of delivery and provide evidence that the product has been properly disposed of as waste.

3. Order Cancellation:

If we have not shipped your order and you request cancellation, we will provide a full refund immediately.

Lost or Stolen Packages

Special Procedure for Lost/Stolen Shipments:

If your package is lost, stolen, or damaged during shipping, we will:

  • Verify if Shipsurance or standard carrier liability was purchased with your order
  • Collect photo/video evidence from you within 7 days of the expected delivery date
  • Confirm order details and file a claim through Shopify Admin or directly with the carrier
  • Compensate you for the product and shipping costs within the insurance coverage limits
  • Provide additional store credit/loyalty points as goodwill compensation when possible

Note: For lost packages, compensation depends on the insurance coverage selected at checkout. We will work with you to resolve the issue through our shipping insurance partners.

Defect Documentation Procedure

Evidence Submission: Customers must provide clear evidence of the defect by sending:

  • Photos of the defective product from various angles (including the packaging and the product itself)
  • Videos showing a detailed view of the defect, if necessary
  • Disposal evidence: Images of the product disposed of as waste that clearly demonstrate its unacceptability and proper disposal

Contact Information: Before returning the product, customers must email us at orders@smokeitfish.com with a description of the issue and attach the supporting evidence.

Exceptions

  • Returns are not accepted for sale items or gift cards
  • If the original packaging is missing or the product has been improperly stored, we reserve the right to deny the return
  • Products must be reported within 7 days of delivery for defect claims

Refund Processing

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 3-5 business days, and a credit will automatically be applied to your original method of payment.

Questions? Contact us at orders@smokeitfish.com for any questions about returns or refunds.