Policy
Refund, Replacement & Perishable-Goods Policy
Our satisfaction commitment and how refunds/replacements work for perishable seafood.
Effective July 6, 2026
Perishable goods — please read
Seafood is perishable and cannot be returned once delivered. Instead of returns, we stand behind every order with a freshness guarantee: if your seafood arrives warm, damaged, spoiled, or not as described, we will replace it or refund it.
Reporting a problem
Contact us at support@smartpalate.ai within 24 hours of delivery and include your order number and a photo of the product and packaging. This 24-hour window lets us evaluate the cold chain and, when applicable, file a carrier claim.
Refunds and replacements
Approved refunds are issued to your original payment method. Approved replacements ship on the next available safe shipping day.
If we cannot fulfill an order — because a catch sold out, a lane is unsafe to ship, or a destination is unreachable — we will refund you in full and notify you before charging or shipping.
Cancellations
You may cancel an order before it has been packed and handed to the carrier. Once an order is in transit it cannot be cancelled, but the freshness guarantee still applies.