Shipping & Returns | Pacific Prowler

Return Policy for Pacific Prowler Fish

At Pacific Prowler, we take pride in delivering the highest quality wild fish, carefully handled and selected by us. We understand the importance of maintaining exceptional standards for our customers. Our commitment to quality includes careful freezing and handling processes to preserve the fish’s freshness and taste. However, due to the nature of wild fish, there can be occasional and unforeseen imperfections.

To ensure clarity and mutual satisfaction, please review the following return policy:

Quality Concerns & Returns

Inspection Upon Delivery: Please inspect all fish upon delivery. If you have any immediate concerns about quality, the product should be returned to our deliverer on the spot or kept frozen in its original packaging.
Reporting Issues: In the unlikely event that the fish does not meet your standards, please notify as soon as possible. This allows us to address any quality concerns promptly.

Conditions for Returns:

Unforeseen Defects or Quality Issues: Wild fish, shaped by their natural environment, may occasionally show minor imperfections. While these may be unsightly, they rarely affect the fish's overall quality. Minor imperfections that do not affect quality may not qualify for a return. We recognize the high standards our customers expect, and in rare cases where these natural flaws are a concern, we’re committed to finding a solution.
If there are significant imperfections or quality issues, such as unusual texture, colour, or odor that indicate the fish is unfit for consumption, a return may be accepted.
Temperature Control: All fish products must be stored at proper temperatures upon receipt. Frozen fish must be kept at a minimum of -8C. Returns may be accepted only if it can be verified that the product was stored appropriately to maintain quality until the time of return.
Packaging and Labeling Intact: Products should be returned in their original packaging with any attached labeling or tags. This ensures traceability and confirms that the product hasn’t been mishandled.
Timing of Return Requests: Return requests are required to be made within 7 days upon receipt for frozen products. Any delay beyond this will make it difficult to verify the initial quality.
Photo Documentation: Photos of the product showing the defect must be provided with return requests. This visual documentation helps verify any issues and expedites the return process.
Proper Handling of Thawed Products: For frozen items that need to be thawed for inspection please photograph any defects or concerns immediately. Keep any defective portions in the original packaging if possible, and refreeze if necessary until they can be returned. Thawed products that are unfit for consumption are eligible for return if the issue is reported promptly.
Non-Returnable Items (Subject to Review): If fish has been processed or further prepared by the customer, the product will be subject to inspection and approval before a return can be processed. Also included are products that are deemed to have been mishandled, not kept within proper temperature control, or if packaging or labels have been tampered with.
- Wholesales: All wholesale fish are sold as is and not subject to returns.

Return and Credit Process

Report Issue: Please notify us of any concerns with the fish products as soon as possible (7 day max). Please include a brief description and photographs of the issue.
Approval for Return: Upon reviewing the issue, our team will confirm if the product qualifies for a return. We require the product be stored at proper temperature and in original packaging to assess the condition accurately.
Product Collection: Please arrange for the product to be set aside for collection on our next delivery or other agreed upon pickup time.
Evaluation: Once the returned product is received, our team will inspect it to determine if a credit is warranted based on our conditions for return.
Credit Issuance: Approved returns will have a credit issued directly to your account or on your next invoice. Cash refunds are not available.

Additional notes:

Given the labor-intensive process behind each catch and inherent risk with any wild product, we ask for your understanding when assessing quality concerns. We take great care to provide exceptional fish but recognize that not every fish may perfectly suit your high-end needs. We are committed to working together to find a solution when this occurs.

We reserve the right to rescind, or change the terms of this refund policy at any time, including adjusting the deadline for all or certain items. We reserve the right to refuse some or all parts of our refund policy if we determine, in our reasonable opinion, that the customer is abusing the program.

If you have any further questions or need assistance with your order, please don’t hesitate to reach out. Your satisfaction is important to us, and we appreciate your support.