Cancellation / Refund Policy

Due to the quick turnaround of orders, cancellation fees do apply.

– If order has not been processed, a full refund will be given.
– If order has been processed but not packed, a $25 fee will be deducted from the refund.
– We’re sorry, there are no refunds on canceled orders that have been packed and processed.

Kai Gourmet E-commerce Refund Policy

We take great pride in providing the highest quality fresh and frozen seafood and other gourmet goods, and we stand behind our products. If for any reason you are not completely satisfied with an online order, please refer to the following guidelines.

Upon delivery, it is your responsibility to examine the contents of your order. Should you note any issues, please send an email with applicable photos to shop@kaigourmet.com. We will do our best to provide an agreeable solution!

Fresh Seafood

Fresh seafood is cut and/or packed the day your order ships. Upon delivery, place directly in refrigerator and consume within 3 days. If for any reason you are dissatisfied with the quality of a fresh seafood item, please contact us within this timeframe. Should you choose to freeze your fresh seafood for enjoyment beyond this timeframe, we cannot be held responsible.

For the best sashimi experience, we recommend eating our ‘Saku Selections’ the same day you receive them or within 24 hours.

Frozen Items (Seafood/Meat)

Our high-quality frozen items are stored in temperature-controlled commercial freezers. Home freezers are not ideal for long-term storage. To help maintain the integrity of our frozen items, please handle them with care! Store in the coldest part of your freezer and away from packages with sharp corners. We’re sorry, but refunds on shipped frozen items will not be considered after 30 days.

Damaged Items

Damage to any product, including dry goods, should be reported within 24 hours of delivery.

Please note that a vacuum sealed fresh or frozen item that has lost its seal during transit does not necessarily equate to “damaged” product. Because orders are shipped in a contained, insulated environment, in most cases the product is perfectly fine, safe to eat, and can be resealed in plastic wrap or another vacuum bag. If you see signs of discoloration or freezer burn, please send photos.

Tracking / Shipping Delays

Customers accept full responsibility to monitor the tracking information we send via email at time of shipping. We will assist with delayed packages but are not responsible for neglected packages or user error related to a shipping address or other contact information.

Although we ship FedEx Priority Overnight, FedEx does not guarantee next day delivery and a delayed shipment will not automatically result in a refund. Once FedEx takes possession of your package, transit delays may occur which are beyond our control. For this reason, we pack your order to withstand a 48-hour journey. This way, even if your order arrives a day late, fresh fish should still be cold and perfectly safe to eat! Additionally, frozen items that are slightly thawed but not fully defrosted may be refrozen without loss of quality.

Should you have concerns about the contents of a delayed order, contact us and we will help you assess the condition of the products.

FedEx and Kai Gourmet assume no liability for loss, damage, delay, misdelivery, or nondelivery due to causes beyond either party’s reasonable control (aka “Acts of God”).

As we are dealing with perishable products, we’re sorry but we cannot accept returns.

More Questions?

Direct all inquiries to shop@kaigourmet.com.