Returns, Refunds and Claims Policy

Returns, Refunds & Claims Policy

Last updated: October 22, 2026

The FishNook Promise

We stand behind every tin we ship. If your order arrives damaged, incomplete, or not right, we'll make it right within 30 days of delivery. To do that quickly and fairly for everyone, each type of issue below has a short list of what we need from you.

What Every Claim Needs

Email hello@shopfishnook.com from the email address used on the order, and include your order number.
One claim per order. You must include every affected item in your first message.
Report within the timeframe listed for your issue below.
Include the photos or information listed for your issue. If something is missing, we'll let you know what we still need. We can't resolve a claim until it's complete.

Tip: when your order arrives, check it before recycling the box. If anything looks off, take photos of the box and its contents first.

How We Resolve Claims

Missing, incorrect, damaged, or defective items are resolved with store credit for the affected items. Replacements may be offered at our discretion, depending on stock.
Lost packages are resolved with a replacement shipment. If a replacement isn't possible, we'll offer store credit or a refund.
Refunds to your original payment method are issued at our discretion.
Resolutions cover the affected items only, not the full order, unless the whole order was affected.

Returning Unopened Items

You may return unopened, untampered items in their original packaging within 30 days of delivery. Items that were part of a bundle or discounted set are not eligible.

Contact us first to get return instructions.
Return shipping is paid by the customer, unless the return is due to our error.
Pack items securely. We can't credit items damaged in return transit due to inadequate packaging.
Approved returns are refunded or credited, minus a 10% restocking fee, within 10 days of our receiving them.

Missing or Incorrect Items

Every order is picked by one team member and checked against the packing slip by a second before it's sealed. If something appears to be missing, or you received the wrong item, contact us within 3 days of delivery with:

A photo of the shipping box showing the shipping label.
A photo of all items you received, laid out next to the packing slip.
A photo of the inside of the box and packing materials.

We compare your claim against our fulfillment records before resolving it. Items substituted under our Terms of Service (shown on your packing slip) are not missing or incorrect items.

Damaged in Transit

A tin is considered damaged if it shows any of the following: a dent on the seam or rim, a deep or sharp dent, bulging or swelling, leaking, or rust. Minor cosmetic dents, scuffs, and label or sleeve wear don't affect the product and aren't eligible. We will accept or deny damage claims at our discretion.

A photo of the outside of the shipping box, including any visible damage.
Clear photos of each damaged item showing the damage.

Please keep the box and packing materials for 14 days. The carrier may need them to process its claim.

Quality, Spoilage, or Something Unexpected in a Tin

If a tin doesn't look, smell, or taste right, stop and contact us before opening or eating more. Report within 30 days of delivery with:

A photo of the lot or batch code and best-by date, printed on the tin or its outer box, for each affected tin.
A photo of the opened tin showing its contents.
A photo of any remaining tins from your order.

Please keep any remaining unopened tins from your order. Do not dispose of them. We may ask you to send them back with a prepaid label so we can investigate with the producer. The lot code lets us trace the batch and check other orders.

For your safety: never eat from a tin that is bulging, leaking, or smells off. Photograph it, keep it sealed in a bag away from food, and contact us.

Discarded product, including unopened tins, is not eligible. We can't credit, refund, or replace tins that were thrown away before we reviewed your claim. We also can't credit, refund, or replace tins without a batch code or lot number provided. Unopened tins are returnable under this policy, so please hold on to them.

Packages Exposed to Outside Conditions

Our tins are hermetically sealed and shelf-stable. Insects, rain, or summer heat on the outside of a package do not affect what's inside a sealed tin. If your package arrives with any of these, wipe the tins clean and check them against the damage criteria above. Tins that pass are safe to enjoy. Tins that don't are covered under Damaged in Transit. Product discarded without inspection is not eligible.

Refrigerated items: some products, such as caviar, are not shelf-stable and must be refrigerated immediately on arrival. These are marked on their product pages. Temperature-related issues with refrigerated items must be reported within 24 hours of delivery, with photos of the product and its packaging. Refrigerated items left unrefrigerated after delivery are not eligible.

Taste and Preference

Every tin we carry has its fans, and not every tin suits every palate. Opened products aren't eligible for refund, credit, or replacement based on taste or preference. If something wasn't for you, tell us. We'll happily point you to tins more your style.

Lost and Undelivered Packages

Delayed or never delivered

If your package hasn't arrived and tracking has shown no movement for 7 business days past the expected delivery date, contact us within 30 days of your order date. We'll send a replacement right away and handle the carrier claim ourselves.

Marked as delivered but not received

Packages sometimes show as delivered before they actually arrive, or end up with a neighbor or in a mailroom. Before contacting us, please:

Wait 48 hours after the delivered scan.
Check with neighbors and household members, and check your mailroom, porch, side doors, and other entrances.
Confirm the shipping address on your order is correct.

If the package still hasn't turned up, email us within 7 days of the delivered scan, from the email address on the order, confirming that you have not received the package and have completed the steps above.

We review the carrier's delivery record (including any delivery photo or location data), the shipping address, and the order's claim history. Approved claims are resolved with a replacement shipment. All decisions are at our discretion, and:

Replacement and future orders may require signature confirmation or pickup at a carrier location.
Repeated delivery claims may be resolved with a refund instead of a replacement, or declined.
If the original package turns up after we've sent a replacement, please let us know.

Returned to sender or incorrect address

If a package is returned to us because of an incorrect or incomplete address entered at checkout or saved on your subscription, or because a signature-required package wasn't signed for or picked up, we can reship it at your cost. We can't provide refunds or free replacements for these orders. Please double-check your address before ordering.

Signature Confirmation

Higher-value orders, replacement shipments, and orders for customers with prior delivery claims may require a signature at delivery. If no one is available, the carrier will typically leave a notice or hold the package for pickup.

Orders Placed With Shipping Protection

We no longer offer third-party shipping protection at checkout. If you purchased shipping protection on an order placed before [removal date], you may file a claim with that provider using the link in the email they sent you, or contact us and we'll help under this policy.

Subscription Orders

All sections of this policy apply to subscription orders. Subscription contents may include substitutions as described in our Terms of Service, listed on your packing slip.

Payment Disputes & Chargebacks

Please contact us before contacting your bank. Most issues are resolved within a few days. If a chargeback or payment dispute is filed on an order, any open claim for that order is closed and no refund, credit, or replacement is issued while the dispute is pending. If a dispute is filed after we've already resolved a claim, we will contest it and revoke any store credit issued for that order. See Section 6.3 of our Terms of Service.

General Conditions

All decisions on refunds, credits, and replacements are at FishNook's sole discretion, and we may make exceptions case by case.
We review each customer's claim history. Repeated claims may require additional documentation, signature confirmation on future orders, or a different resolution.
Claims found to be false or misleading will be declined and may result in account closure.
We may update this policy at any time. The version in effect on your order date applies.

Questions? Reach us at hello@shopfishnook.com.