Product Availability – Ensuring Freshness & Transparency in Every Order
At our seafood delivery service, we are committed to providing you with the freshest, highest-quality seafood available from local markets every single day. We take great pride in selecting seafood that meets the highest standards of freshness, quality, and taste. However, as seafood is a natural product, it is also subject to the unpredictability of market availability, weather conditions, and seasonal variations.
We want to be transparent with our customers about how our sourcing works and how we handle situations when a particular product may be unavailable. Your satisfaction is our top priority, and we strive to provide the best service even when the market conditions are beyond our control.
How Our Sourcing Works
Each morning, our team goes to the market to handpick the freshest seafood from local suppliers. Whether it's prawns from Stockton Bight or fish from Tuggerah Lake, we select only the finest catches of the day. However, due to the nature of the seafood industry, there are occasions when a particular item may not be available due to factors like weather, fishing restrictions, or limited supply at the market.
While we do our very best to fulfill every order exactly as requested, there are times when we may not be able to source a specific product due to these unforeseen circumstances. In these situations, we believe in being upfront and offering our customers fair and flexible options.
What Happens When Your Desired Product is Unavailable?
If we find that the seafood item you ordered is unavailable on the day of delivery, we will take the following steps to ensure you still have a positive experience with us:
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Providing an Alternative: We will always try to find a suitable replacement for the unavailable product. Our team will select an alternative that is of equal or better quality, and we will inform you of the substitution as soon as possible. For example, if the prawns you ordered are unavailable, we may offer you another type of fresh seafood that is in season and meets your needs.
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Contacting You for Approval: We understand that substitutions may not always be what you had in mind, so we make it a priority to contact you before proceeding with any alternative products. You’ll have the opportunity to accept or decline the substitute based on your preferences. We want to ensure that you are happy with your order, and we appreciate your understanding in these situations.
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Offering a Refund or Credit: If we are unable to provide a suitable alternative, or if you prefer not to accept the substitute, we are happy to offer you either a full refund for the unavailable product or store credit towards your next order. The choice is entirely yours, and we are committed to making sure you feel comfortable and confident in the option you select.
Why Does This Happen?
We know how important it is to receive exactly what you’ve ordered, and we want to assure you that we never deliberately withhold or delay any products. The availability of seafood can fluctuate due to several factors beyond our control:
- Seasonal Variations: Certain types of seafood are only available during specific seasons. This can sometimes lead to unexpected shortages.
- Weather Conditions: Bad weather can affect fishing activities, reducing the supply of certain seafood items on any given day.
- Market Demand: On some occasions, high demand at the market can cause a particular seafood product to sell out faster than expected.
Our Commitment to You
We value the trust you place in us to deliver fresh, high-quality seafood to your doorstep, and we are fully committed to maintaining that trust through transparency and flexibility. While there are times when market conditions may affect product availability, we want you to know that we will always handle these situations with the highest level of professionalism, fairness, and customer care.
We are here to provide you with a service that is not only convenient but also reliable. Our goal is to make your experience as seamless as possible, even when unexpected challenges arise. Whether it's offering a suitable alternative or ensuring a prompt refund or credit, we take every step to keep you informed and satisfied.
Working Together for a Positive Experience
We encourage our customers to understand that the unpredictability of seafood availability is part of the process of ensuring you receive the freshest, most sustainable seafood. We appreciate your flexibility and understanding when substitutions are necessary, and we will always do our best to provide options that meet your expectations.
Thank you for choosing us for your seafood needs, and for trusting us to bring the freshest seafood from the market to your table. Should you have any questions or concerns, or if you need assistance with your order, please don't hesitate to reach out to our friendly customer service team. We are here to help, and we are committed to delivering a positive and satisfying experience every time you order from us.