Refund policy
Perishable products
Every item we ship is fresh or frozen seafood, wagyu or prepared food. For food safety reasons we cannot accept returns once an order has been delivered.
That does not mean you carry the risk. If anything is wrong with your order, we make it right.
If something is wrong with your order
Contact us on the day of delivery and include photographs of the product and of the packaging. Once we have reviewed the photographs and confirmed the problem, we will refund the affected item. You do not need to send anything back.
We ask for photographs because they show us what happened in transit, and because they let us hold our carriers and our packing standards to account.
Cases we cover:
- The product arrived warm, or the cold packs had failed
- The product was damaged in transit
- You received the wrong item, or an item was missing
- The weight delivered was materially below the weight you were charged for
Cancellations and changes
You can change or cancel an order until the cut-off for the shipment you selected. Orders for the Tuesday shipment close Saturday night, and orders for the Friday shipment close Tuesday night.
After the cut-off your fish has already been selected for you at the market in Japan, and we can no longer cancel the order.
Refunds
Approved refunds go back to your original payment method. Your bank may take a few business days to post it.
Contact
Email us at s.tomi@ksseafoodtradeusa.com, or use the contact form.