Refund policy

Refund & Resolution Policy (Perishable Seafood)

At SoPo Seafood, we want every order to arrive in excellent condition. Because seafood is highly perishable, we do not accept returns. If something isn’t right with your order—missing items, shipping issues, or a product concern—please follow the steps below so we can resolve it quickly.

Upon Delivery: Required Steps

To ensure food safety and accurate resolution if something goes wrong, you must do the following as soon as your seafood is delivered:

Bring the package inside immediately
Open the box right away
Inspect and confirm all items are accounted for
Check that items are cold to the touch, and take a temperature reading of the box contents (or inside the box) if possible
Refrigerate or freeze items promptly as appropriate

If you believe there is any issue with your order, take clear photographs (and temperature readings when possible) and email sales@soposeafood.com with your order number and details.

Reporting an Issue (48 Hours)

If you believe there is an issue with your order (including missing items or concerns about quality/temperature/packaging), you must email sales@soposeafood.com within 48 hours of delivery.

Claims submitted more than 48 hours after delivery may not be eligible for replacement, credit, or refund.

Please include:

Order number + brief description of the issue
Photos of: outer box, insulation/gel packs, and product labels/condition
Temperature reading(s) of the box contents (when possible). If you don’t have a thermometer, note whether the seafood and gel packs were cold to the touch upon arrival (and include photos).

Please keep the product and all packaging until we finish reviewing your claim. Do not consume any product you believe may be compromised.

Claims without photos and temperature information may be limited or may not be eligible for replacement/credit/refund.

Customer Responsibility

Customers are responsible for:

Entering a complete and accurate shipping address (including apartment/unit number where applicable)
Tracking the package and ensuring someone can receive it
Tracking information is sent to the email address used at checkout and may occasionally land in spam/junk, so please check those folders as well.
Bringing the package inside promptly upon delivery and storing items correctly

We cannot cover issues caused by incorrect addresses, refused deliveries, missed delivery attempts, or packages left outside for an extended period after delivery.

Delivery Confirmation and “Shipper Release”

We mark our shipments Shipper Release, meaning UPS may leave the package in a safe place or wherever they typically leave deliveries at your address (no signature required).

Delivery time is based on the carrier’s tracking scan. If tracking shows “Delivered” but you did not receive the package, please contact UPS and notify us at sales@soposeafood.com within 48 hours so we can assist where possible.

Wrong Delivery Date Selected

Customers are responsible for selecting the correct delivery date at checkout.

If you realize you selected the wrong delivery date, you must email us immediately at sales@soposeafood.com.

If you email us after 5:00 PM ET the day before your order is scheduled to ship, we may be unable to make changes, because orders are already in process for packing and shipment.
Once an order has entered our shipping workflow or has shipped, we are unable to change the delivery date or reroute the package. UPS delivery changes are not processed quickly enough to reliably affect the outcome for overnight seafood shipments.

Shipping Service, Delays, and “Overnight” Delivery

We ship using UPS Overnight/Next Day services. In most cases, UPS delivers on time (often morning or early afternoon), but UPS delays can occur due to weather, operational disruptions, or other factors outside our control.

Important details:

If you select a Thursday delivery, your order typically ships the day before (Wednesday)
Overnight shipping is not a guarantee of overnight arrival.
We pack for up to two days in transit with insulation and gel packs.

Planning tip: Please try not to schedule delivery for the exact day you plan to serve the seafood. Most items are best enjoyed within 2–3 days for peak quality, and scheduling delivery at least one day early helps avoid the risk of a late-day delivery impacting your dinner or event.

If Your Package Is Delayed

If your order is delayed by one day, please:

Inspect it immediately upon arrival
Take photos and a temperature reading
Email the details to sales@soposeafood.com so we can review and help

We do not automatically issue refunds solely due to a shipping delay. If the product has been compromised due to the delay, we will reship or work with you on an appropriate solution.

Taste / Preference

Seafood can have natural variation in flavor and texture. We do not offer refunds, credits, or reships based on taste or personal preference if the product arrived correctly and is within safe temperature guidelines.

We only refund/credit/reship for verified issues such as spoiled product, missing items, damage, or shipping delays that compromise product safety, based on the information provided in your claim.

Refunds (When Applicable)

If a refund is the best solution, it will be issued back to the original payment method. Banks and credit card providers typically take 7–10 business days to post the credit.

Handling Your Seafood

Fresh items: Refrigerate immediately and enjoy within a few days, or freeze for later use.
Frozen items: Some thawing in transit can occur. Place back in the freezer to re-freeze, or move to the fridge for a slow defrost.

If you have any questions or concerns about your order, email sales@soposeafood.com.

Contact (Online Orders)

We handle all soposeafood.com order issues via email only at sales@soposeafood.com. We do our best to respond within 1 business day.