Refund & Returns Policy
We build every order around an engineered cold chain — fish cut and vacuum-sealed within days of landing, frozen at -5°F, and packed to hold temperature until it reaches your door. We stand behind that. If something isn't right when your box arrives, we'll make it right.
Perishable product — no returns
Because we ship frozen, wild-caught seafood, we can't accept returns of product, for food-safety reasons. Once a box has left our cold chain, it can't re-enter it. That doesn't mean you're on your own — see our guarantee below.
Our guarantee
If your order arrives damaged, thawed above a safe temperature, wrong, or missing an item, we'll make it right with a replacement or a refund — whichever fits the situation. Contact us within 48 hours of delivery and we'll take care of you.
A note on partial thawing
Some thaw in transit is normal and not a problem. If your fish still has ice crystals, feels “refrigerator cold,” or reads a core temperature below 39°F, it's still within a safe range and can go straight back in your freezer to refreeze. A claim applies when fish arrives warm, fully soft, or at or above 39°F at the core.
How to file a claim
Email jeff@gulfmonger.com within 48 hours of delivery with:
- Your order number
- A short description of the issue
- A photo of the affected product and its packaging
The photo helps us resolve your claim fast and lets us tighten our packaging and cold chain over time. Once we confirm the issue, we'll issue your replacement or refund.
What's covered
- Product that arrived damaged in transit
- Product that arrived warm — fully soft, or at or above 39°F at the core (see partial thawing above)
- The wrong item
- A missing item
- A genuine quality defect
What's not covered
- Product that arrived partially thawed but still cold — ice crystals present, refrigerator-cold, or below 39°F at the core (safe to refreeze; see above)
- Change of mind on a perishable food order
- An incorrect or incomplete shipping address provided at checkout
- A shipment that couldn't be delivered or received because no one was available — a perishable box left waiting breaks the cold chain
- Product left unopened at room temperature after a successful delivery
- Natural variation in a wild-caught product — size, color, and marbling fall within the ranges we state, and every fish is a little different
Canceling or changing an order
We sell a weekly catch drop. You can change or cancel your order any time before the Monday 12:00 PM cutoff for that week's delivery. After the cutoff we've already counted and packed your share, so we can't cancel or refund it — but if anything's wrong with what shows up, our guarantee still applies.
Local delivery
For orders on our Florida local delivery route, please check your order at handoff and report any issue the same day at jeff@gulfmonger.com. If you won't be available to receive a delivery, let us know before your delivery day so we can make a plan — a perishable box can't be left to sit.
How refunds are issued
Approved refunds go back to your original payment method. Depending on your bank, it can take 5–10 business days to appear on your statement.
Questions
Email us at jeff@gulfmonger.com and a real person will get back to you.
Last updated: July 23, 2026