Shipping and Return Policy

Don't worry, we got this!

Shipping frozen fish nationwide is hard. And it's expensive to do it right and back it up when somethign goes wrong. It can and occasionally will and we will have your back on those rare times. So we do everthing possible to avoid lost or thawed shipments. We use thick insulated boxes, a ton of dry ice, a huge warehouse in Indianapolis that only ships frozen food and we have tight processes and rules based on locations and temperature. That means if you order on a Friday at noon we can't have it to you on Sunday because we can never ship over the weekend. But we can ship it on Monday. We have been doing this since 2006 and have spent a lot of money with UPS and Fedex to learn the best ways to keep costs down and the fish fillets frozen. We get our freight quotes directly from UPS and the charge is based on your zip code, the weight of the package and how fast you want it. When you add products to your cart with your state and zip we can give you a delivery date "estimate" and a price that takes all the info below into account.

How much is it?

It depends. If you add a few products to the cart plug in your address and we'll get you the exact number before you put in a credit card. That's the best way because it depends on your exact address, shipping method, weight and total spent.

Do you have free shipping?

Yes for 41 states and at $200 total using economy shipping. I know $200 might be a lot, but so are the costs to get it to you. We need that minimum to cover the costs of the box, dry ice, the people and the freight.

Why is shipping so much?

It costs a lot to get it to you if you want it frozen. We pay for the box, a lot of dry ice, US labor and freight. That is a minimum of $50 for any shipment and way more out West. We do subsidize it at $200.

Economy Shipping

Economy is the most cost effective method which is most of our shipments - even in summer. We ship economy packages via ground with extra dry ice and a few go via 2-3 day Air depending on location and weather. Our warehouse is in Indianapolis which gives us the most 2 day coverage of the whole population. The packaging and dry ice is meant to keep the fish frozen until it gets to your doorstep, but the dry ice may have melted. Orders placed Thursday - Sunday it will ship on Monday or Tuesday. For orders that are placed Mon - Wed with Economy shipping it depends. The order will go as soon as we can as long as they will arrive via Ground by Friday or they get pushed to the next week. No matter which day it ships we are sending out a tracking number to the email you provided the evening it ships.

Overnight Shipping

This is the most convenient and consistent option. Overnight packages ship Monday through Wednesday so you will get the fish Tuesday through Thursday or Friday if Fedex is late. Overnight refers to how long it takes UPS or Fedex to deliver, but doesn't mean you will get the package overnight--it just isn't possible. They have to be open and we still have to process payment, pick, pack, and get it ready for the driver.

Confused?
Did you try to put your order in with your address or use the estimator? That will answer most questions. Just know that we will get it to you as soon as it is possible to get it to you frozen. We will ship early in the week in case of any unexpected delays and we don't even try for Saturday delivery because we never want your package sitting in a warehouse over the weekend. We will send you a tracking email the evening it ships and the drivers are instructed to leave the package at the door. You can also ask us via live chat or phone call during the daytime hours. We are not trying to trick you and if these were books or shoes, it would be a lot easier.

What should I do?

If you have to have it on a certain day, order overnight. But most people choose economy. Larger orders are better as well. The more frozen fish in a box is like having a bigger block of ice - it takes longer to thaw. Use some common sense. If it is July and you live in Phoenix and you are getting the smallest order we have -- those are the problem children. 120 degree heatwaves are tough. We can still deliver, but maybe that is a good time to pay extra for overnight.

Order Cutoff Time
Our cutoff time is midnight EST the night before. I know you want it faster but we start packing early in the morning and need to have a process so we can be accurate and the people who pack the boxes have lives and schedules and all that.

Holidays--if Fedex is closed, we are closed and can't ship. Likewise if overnight or 2 day will result in a weekend stay in a warehouse, the order will be held until the next week.

Nobody home--UPS/Fedex drivers are instructed to leave the package at the door if no one is home and the area is deemed "safe".

Packaging

WalleyeDirect has worked with many different packaging options to ensure that your fish arrives perfect every time. Most of our 5-11 pound fish fillets are in a cardboard box with a label and inside a plastic bag inside. We have several other side items that might be packed separately in their own food safe packaging as well. Based on shipping time, location, items and even the weather and season we will place the appropriate amount of dry ice - up to 30 pounds. It will melt along the way and there is ususally some left or it might have just run out. Your order is placed in environmentally friendly and temperature controlled containers, sealed and held in frozen storage. The container is a cardboard shell with the thick insulation with a reflective liner that can be recyled with cardboard boxes. We have minimal plastic and do not use styrofoam and haven't for several years. This packaging is tested to last just as long or longer and much better for the environment. There is a packing list inside the box flap which lists the person who ordered, but no prices are included in the case of a gift. Your receipt with prices is only sent to you via email at time of purchase - not in the package.

Returns

Because fish is a highly perishable food item, we do not accept returns. Also we are subject to FDA regulations and can not take back food that has been out of our control. Much like you wouldn't want a delivery that has been to a customer's place and back, we can't accept returns on perishable food either. This is a good thing that we won't accept your fish. It's like returning underwear to clothing stores - you just don't do it.