Refund policy

Refund and Resolution Policy

If there is an issue with your order, contact Nordic Catch directly at support@nordiccatch.com. There is no separate Order Protection claim process.

Perishable Items

All sales are final once shipped.

Delivery Delays

A delay alone does not qualify for a refund.

Taste Preferences

Personal taste preferences are not refundable.

Approved Claims

May be resolved with store credit, replacement, or refund.

Perishable Products

Due to the perishable nature of fresh and frozen meat and seafood, all perishable product sales are final once the order has shipped. Perishable products cannot be returned or exchanged simply because a customer changes their mind or no longer wants the product.

The recipient is responsible for retrieving the order promptly after delivery and immediately refrigerating or freezing the products as appropriate.

A delivery delay does not automatically qualify an order for a refund.

A delayed order may qualify for a resolution only when the delay causes the products to arrive spoiled, unsafe to consume, or otherwise unusable.

Issues Eligible for Review

Transit Delay Resulting in Spoilage

Most perishable orders are scheduled to arrive within 1–2 days of shipment. If a carrier delay causes the products to arrive spoiled or unsafe to consume, contact us so we can review the shipment.

Order Fulfillment Error

If Nordic Catch ships the wrong item, omits an item, or otherwise fails to fulfill the order as placed, we will review the order and provide an appropriate resolution.

Shipping Damage

If carrier mishandling damages the shipping box or products, contact us with photos or videos showing the damage, products, and packaging.

Issues Not Eligible for a Refund

Delivery delays without spoilage: A late delivery is not automatically eligible for a refund, credit, or replacement when the products arrive in safe condition.
Personal taste preferences: Refunds are not provided because a customer dislikes the flavor, texture, or other subjective characteristics of a product.
Improper storage: Products that are not promptly retrieved, refrigerated, or frozen after delivery are not eligible.
Customer-requested delivery changes: Claims resulting from an address change, rerouting request, delivery hold, or other customer-requested change after shipment are not eligible.
Discounted items: Discounted products are final sale and are not eligible for discretionary returns or refunds.

How Approved Claims Are Resolved

Each claim is reviewed individually. Depending on the circumstances, Nordic Catch may provide:

Store credit
A replacement product or replacement shipment
A partial refund
A refund to the original payment method

Approval of a claim does not guarantee a refund to the original payment method. In many cases, the appropriate resolution may be store credit or a replacement. The resolution offered will depend on the issue, available documentation, affected products, and surrounding circumstances.

Original shipping charges and paid shipping upgrades are nonrefundable. Shipping fees cover the shipping service selected and materials used to prepare the order.

How to Report an Order Issue

Email support@nordiccatch.com as soon as possible after receiving your order. Please include:

Your order number or purchase date
The name of each affected product
Whether the purchase was made online or in person
A clear description of the issue
Photos or videos of the affected products
Photos of the shipping box, label, insulation, coolant, and packaging when applicable
For in-person purchases, the payment type and last four digits of the card when applicable

Please keep the products and shipping materials while your claim is being reviewed.

We may request additional photos, videos, temperature details, or the return of the box and its contents. If a return is needed, Nordic Catch may provide a return label.

Customer-service messages are reviewed during normal business hours. If you contact us outside business hours, over the weekend, or on a holiday, our team will respond when business hours resume.

Fresh and Frozen Product Storage

We maintain strict standards for product safety, handling, and freshness. However, the usable life of a fresh product can vary based on the product, transit conditions, refrigerator temperature, handling, and other factors. For the best quality, we recommend consuming fresh products as soon as possible.

Frozen products may not always include a printed expiration date. For optimal quality, we recommend keeping products frozen for no longer than three months unless the individual product packaging provides different instructions.

Pickup and Local Delivery Orders

Prepaid pickup orders not collected within 24 hours of the “Ready for pickup” notification are subject to a 30% restocking fee.
Local-delivery orders that waive Nordic Catch insulation materials and are not accepted at the time of delivery are subject to a 30% restocking fee.

Non-Perishable Products

Non-perishable products may be returned within 30 days of the purchase date. To qualify, the product must be unused, unopened, and in brand-new condition.

Eligible returns may be started by logging in to your Nordic Catch account and opening the applicable order.
The customer is responsible for return-shipping costs.
Refunds are processed within five days after the approved return is received and inspected.
Original shipping charges and paid shipping upgrades are nonrefundable.

If a non-perishable product arrives damaged, email support@nordiccatch.com with your order number and photos or videos of the damage. After review, Nordic Catch may offer a replacement, store credit, or refund.