Refund policy
Returns
Because fish and our other foods are highly perishable, and because we're subject to FDA regulations, we cannot accept returns once an order has left our control. Food that has been out of our hands can't go back into inventory, and we wouldn't want to ship you something that had. So there's nothing to send back — if there's a problem, we handle it with a replacement or a refund instead.
If your order arrives thawed, warm, or damaged
Contact us within 3 days of delivery at 877-229-2553 or sales@walleyedirect.com and we'll make it right with a replacement or a refund.
Two things that help us move fast:
- Send a photo if you can — the box, the packing, and the fish.
- Don't throw it out yet. Keep it in the freezer until we've sorted it out. We sometimes need it to file a claim with the carrier, and tossing it early can hold things up.
We pack every order to arrive frozen using insulated boxes and dry ice — you can read exactly how in our Shipping Policy. Some dry ice melting off in transit is normal and expected. Fish that arrives soft, warm, or fully thawed is not, and that's what we want to hear about.
If your order never arrives
If tracking stalls or the package doesn't show up, contact us within 7 days of the expected delivery date and we'll track it down, file the carrier claim, and get you a replacement or a refund. You don't need to wait for the carrier to finish their investigation before we take care of you.
Gift orders
Many order we ship are a gift, and the person opening the box usually isn't the person who paid. Either of you can reach out — we just need the order number or the email address the order was placed under. The windows above run from when the package was delivered to the recipient, not from when you placed the order.
Cancellations and changes
Reach out as soon as possible if you need to change or cancel an order. We start packing early in the morning, so once an order has been packed or handed to the carrier we may not be able to stop it. If it's already gone, get in touch anyway and we'll figure out the best option with you.
How to reach us
Phone: 877-229-2553 during daytime hours, or email sales@walleyedirect.com. We're not trying to make this hard — if something went wrong with your order, tell us and we'll fix it.