Refund Eligibility

Customers have up to 30 days from the date of delivery to report any issue related to their order.

To be eligible for a refund review, customers must contact our Customer Service team and provide:

·        The order number.

·        A detailed description of the issue.

·        Clear photographs of the product in the exact condition in which it was received.

·        Photographs of the shipping box, packaging materials, gel packs or refrigerant packs, and any insulation used in the shipment.

Refund requests submitted without sufficient information or photographic evidence may not be eligible for review.

To initiate a refund request, please contact us at:
Email: customerservice@joshuastonecrab.com

Damaged Products or Delivery Issues

Please inspect your order immediately upon delivery.

Contact our Customer Service team as soon as possible if any of the following situations occur:

·        The product arrives warm or at a temperature that is unsafe for proper storage.

·        The gel packs or refrigerant packs arrive completely melted, damaged, or otherwise compromised.

·        The shipping box or packaging shows visible damage.

·        You receive an incorrect product.

·        The contents of the shipment appear to have been damaged during transit.

·        The quantity or contents received do not match your purchase.

Prompt notification and photographic documentation allow us to evaluate the condition of your shipment, investigate the issue with the shipping carrier when necessary, and process your request more efficiently.

Please retain the product, shipping box, shipping label, insulation, gel packs, and other packaging materials until our Customer Service team has completed its review or instructs you otherwise.

Perishable Seafood Products

Due to food safety requirements and the perishable nature of our seafood products, perishable products cannot be physically returned once delivered.

If you experience a quality, temperature, packaging, or shipping issue with a perishable product, please contact Customer Service rather than returning the product.

Each claim will be evaluated based on the information and photographic documentation provided, the condition of the shipment upon arrival, and the circumstances surrounding the delivery.

Non-Refundable Situations

While we carefully prepare and package our seafood products using insulated packaging and appropriate refrigerant materials to help preserve product quality during transportation, certain circumstances may be outside our reasonable control.

Refunds may not be available when the issue results from:

·        Severe weather conditions or other transportation disruptions outside our control.

·        Carrier delays or service interruptions outside our control.

·        Force majeure events.

·        Incorrect or incomplete shipping information provided by the customer.

·        Failed delivery attempts because the recipient was unavailable.

·        A shipment delivered to the address provided by the customer and subsequently left unattended.

·        Failure to retrieve or receive the package promptly after delivery.

·        Improper handling, refrigeration, freezing, thawing, or storage after delivery.

·        Failure to follow any storage or handling instructions provided with the order.

Additionally, we do not accept returns or issue refunds for:

·        Gift cards.

·        Products that were not properly refrigerated or stored after delivery.

·        Perishable products that have been partially or fully consumed.

·        Products discarded before Customer Service had a reasonable opportunity to evaluate the claim, except when disposal was necessary for safety reasons.

Sale or promotional items may be subject to the specific terms stated at the time of purchase.

Approved Refunds

Once we receive and review your claim and supporting documentation, we will notify you whether your refund request has been approved or denied.

Depending on the circumstances, an approved resolution may include a refund, replacement, or store credit, as determined after reviewing the claim.

If a refund is approved, it will be processed to the original payment method used for the purchase, generally within 10 business days.

Please note that your bank, credit card company, or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was processed and you have not received it, please contact your financial institution. You may also contact our Customer Service team for assistance.

Contact Information

For questions regarding refunds, damaged products, shipping issues, product quality, or any other concerns regarding your order, please contact:

Joshua Stone Crab
Customer Service
Email: customerservice@joshuastonecrab.com
Address: 90 NW North River Dr, Miami, Florida 33128

IMPORTANT: Because our products are perishable, we strongly recommend inspecting your shipment immediately upon delivery and contacting us as soon as possible if there is a problem.