Terms of Service
Our team is committed to providing you with the freshest seafood, excellent customer service, and transparent policies that make your experience with us seamless and satisfying. By placing an order with us, you agree to the following Terms of Service. Please read them carefully to understand your rights and responsibilities.
1. General Terms
By accessing and using our website or placing an order, you agree to comply with and be bound by these terms and conditions. These terms apply to all visitors, customers, and users of our services. We reserve the right to update or modify these Terms of Service at any time without prior notice, so we encourage you to review this page regularly.
2. Placing an Order
2.1. Accuracy of Information
When placing an order, you agree to provide accurate, up-to-date, and complete information, including your delivery address and contact details. Incorrect information may lead to delivery delays or errors, for which we cannot be held responsible.
2.2. Order Confirmation
After placing your order, you will receive an order confirmation via email or SMS. Please review your order details to ensure accuracy. If you spot any mistakes or need to make changes, contact us as soon as possible.
2.3. Product Availability
Due to the nature of the seafood industry, availability is subject to market conditions. While we strive to fulfill every order as requested, there may be instances where certain products are unavailable. In such cases, we will follow the policy outlined on our Product Availability page, offering a suitable alternative, refund, or store credit.
3. Pricing and Payment
3.1. Pricing
All prices listed on our website are in AUD and are subject to change without notice. Once an order is confirmed, the price of the product(s) will be locked in, even if market prices fluctuate.
3.2. Payment Methods
We accept various payment methods, including major credit cards, debit cards, and other online payment options. All payments must be completed at the time of placing your order. We do not accept cash on delivery.
3.3. Secure Payments
We use secure payment gateways to protect your payment information. Your personal and financial details are encrypted and handled with strict confidentiality.
4. Delivery Policy
4.1. Delivery Area
We offer delivery to Newcastle, Lake Macquarie, Hunter Region, Central Coast, Port Stephens, and surrounding suburbs. Please check our website for a complete list of delivery areas.
4.2. Delivery Schedule
Our deliveries are made based on the date and time you select at checkout. While we strive to adhere to the chosen delivery window, factors beyond our control (such as traffic or weather) may occasionally cause delays. In such cases, we will notify you promptly.
4.3. Leave Ice Box Out Policy
If you cannot be home at the time of delivery, you may choose our Leave Your Ice Box Out option. Please ensure your ice box is large enough and contains sufficient ice packs to keep your seafood fresh. We will not be responsible for seafood quality if the ice box is inadequate.
4.4. Failed Delivery Attempts
If we are unable to deliver your order due to an incorrect address, no one being available to receive the order (without an ice box left out), or other factors beyond our control, we may charge a re-delivery fee. We will make reasonable efforts to contact you in the event of a failed delivery attempt.
5. Refunds, Cancellations, and Substitutions
5.1. Product Substitution
In the rare event that an item you ordered is unavailable, we will either offer a suitable substitution of equal or greater value or contact you for your approval before proceeding.
5.2. Order Cancellation
You may cancel your order up to 24 hours before your scheduled delivery for a full refund. If you cancel within less than 24 hours, a cancellation fee may apply. Please contact our customer service team to cancel or modify your order.
5.3. Refund Policy
If you are not satisfied with the quality of your seafood or if an item is missing from your order, please contact us within 24 hours of delivery. We will work with you to either replace the item, offer store credit, or provide a full refund. Refunds will be processed using the same method of payment within 7-10 business days.
6. Customer Service
Your satisfaction is important to us. If you have any questions, concerns, or issues with your order, our friendly customer service team is here to help. You can contact us via email, phone, or through our website, and we will respond as quickly as possible to address your needs.
7. Liability
7.1. Product Quality
We make every effort to deliver the freshest seafood available, but due to the perishable nature of seafood, we cannot guarantee the shelf life once delivered. It is your responsibility to store the seafood properly after delivery to maintain its quality.
7.2. Delivery Liability
While we take great care to ensure your order is delivered on time and in perfect condition, we are not responsible for any delays, damages, or losses caused by circumstances beyond our control, including weather, traffic, or other unforeseen events.
8. Privacy Policy
Your privacy is important to us. Please review our Privacy Policy to understand how we collect, use, and protect your personal information.
9. Changes to Terms
We reserve the right to update or change these Terms of Service at any time. Any changes will be posted on this page, and your continued use of our services constitutes your acceptance of the updated terms.
10. Governing Law
These Terms of Service are governed by and construed in accordance with the laws of New South Wales, Australia. Any disputes arising from the use of our services shall be resolved in the jurisdiction of New South Wales.
Thank You for Choosing Us!
We are grateful for your trust and support. Our goal is to provide you with the best possible seafood delivery experience, and we look forward to serving you again and again. By adhering to these terms, we can ensure a smooth, transparent, and enjoyable experience for all our customers.
If you have any questions regarding these Terms of Service, please feel free to reach out to us at any time. We are always here to help!