Politique de remboursement

What to Expect When Your Seafood Arrives

Our seafood ships frozen using insulated packaging and dry ice, and arrives frozen and ready to store or cook.

In rare cases, transit times or courier handling can affect how your order arrives. If that happens, here's a simple safety test:

If products are still cold or have ice crystals present, they are safe to refrigerate or refreeze. If fully thawed and at room temperature, please contact us right away.

If you're ever uncertain about your order, reach out — we'd rather hear from you than have you guess.

Food Safety & Returns

For everyone's safety, we can't accept physical returns of perishable seafood — this is standard practice under Canadian food safety guidelines.

If something isn't right with your order, contact us directly and our crew will work to resolve it as quickly as possible:

crew@larryscatch.com

When Refunds or Credits May Be Issued

We may provide a refund, replacement, or store credit in the following situations:

Quality & safety issues — contact us within 48 hours of delivery:

Products arrive fully thawed or unsafe to consume
Packaging is damaged during transit in a way that affects product safety or usability

Fulfillment errors — contact us within 7 days of delivery:

Wrong item or species delivered
Short weight or missing items from your order
Items are broken or unusable due to a packing error on our end
A confirmed fulfillment error on our end

If there are courier delays, shipping disruptions, or unexpected delivery issues (including weather-related delays), we will always work with you toward a fair resolution.

Claim Window

To help us investigate and resolve issues quickly, please contact us within the following windows from your confirmed delivery:

48 hours — quality and spoilage concerns (thawing, condition on arrival)
7 days — fulfillment errors (wrong item, missing product, short weight)
72 hours — if tracking shows delivered but no package arrived

Please include photos whenever possible — this helps us resolve things faster and work with our courier on your behalf.

Vacuum Seal & Packaging Notes

While we package all seafood with care, vacuum seals can loosen during transit due to temperature changes or courier handling. This doesn't affect the safety of your seafood as long as it's still frozen or cold when it arrives.

In these cases, we'll always offer store credit. If you have any concerns about safety, contact us — we'd rather over-communicate than leave you unsure.

In the Rare Event of a Transit Issue

While uncommon, transit times or courier handling can occasionally affect the condition of your order. Here's what you might notice and what it means:

Products that are cold to the touch or partially softened but still chilled — safe to refreeze
Dry ice that has fully sublimated during shipping — this is normal and expected on longer routes
Boxes that are slightly softened from transit temperature changes — does not affect the product inside

As long as products remain cold, they're safe. If anything looks or smells off, contact us before consuming and we'll make it right.

Delivery Responsibility & Shipping Information

To ensure your order arrives safely, customers are responsible for:

Providing accurate shipping information at checkout
Ensuring someone can safely receive the delivery when it arrives

We're happy to help resolve delivery issues. However, we can't be responsible for spoilage or delivery problems caused by:

Incorrect addresses provided at checkout
Missed deliveries with no safe drop location
Lack of safe courier access
Packages left unattended after confirmed delivery

Tip: To avoid issues with missed deliveries, you can add delivery instructions at checkout (e.g. "leave at side door") or contact your local depot to arrange a hold for pickup.

If your tracking shows delivered but no package has arrived, please contact us within 72 hours and we'll follow up with the courier directly.

Subscription Orders

Subscription orders are fully customizable and commitment-free between renewal dates. You can modify, skip, or cancel your subscription anytime through your customer portal before renewal.

Because seafood is prepared and allocated specifically for each shipment, we're unable to reverse orders once they're in production or shipped.

If a renewal processes before you had a chance to cancel or modify, reach out to us and we'll do our best to help. We want your subscription to work for you.

Gift Orders

If an issue occurs with a gifted order, any refund or credit will be issued to the original purchaser.

Governing Law

This policy is governed by the laws of the Province of Ontario and applicable Canadian federal consumer protection legislation. For customers in Quebec, your rights under the Consumer Protection Act (Quebec) are in addition to those described here.

If you have an unresolved concern, please reach out to us directly before initiating a chargeback — we're almost always able to sort things out faster that way.

Need Help?

If something doesn't look right, please reach out — our crew is here to help and will always do our best to make it right.