If Wrong Product is Received, or Product is Damaged

We do our best to ensure that you receive the products you ordered and that you receive them in excellent condition. We are committed to your satisfaction.  However, errors and accidents in the picking and shipping process can occasionally occur. Customers who receive products in error (i.e. products not originally ordered by the customer) or products that have been damaged in shipping may be eligible for a full or partial exchange, return or refund. 

Customers have 48 hours from the official receipt or delivery of the products at the shipping address to contact The Fishery Seafoods Ltd.  (email: orders@thefisheryseafoods.com & phone: (250)748-3474) to report their issue. If you want to return the remaining product for a full or partial exchange, return or refund, you will be responsible for the shipping costs to return the product(s) to The Fishery Seafood Ltd. We require you to send digital photos of the product sent in error—or the damage to the product(s) to or orders@thefisheryseafoods.com BEFORE return shipping to facilitate processing of your claim. Upon receipt of images AND returned product, we will examine them and notify you via e-mail and/or phone whether you are entitled to a full or partial refund or replacement within a reasonable period of time that could include partial or full refund of shipping costs. If you are entitled to a replacement or refund, we will replace the product or refund you, using your original payment method. 

If Product is Considered Defective

We take pride in the high quality of our products and are committed to your satisfaction. In circumstances where you consider that a product is defective, you should contact us at orders@thefisheryseafoods.com within 48 hours of identifying the defect with details of the product and the defect with photos if appropriate. NOTE: If you are concerned regarding a clear colourless crystal found in your canned fish, it is likely a harmless natural crystal that forms during the canning process called “Struvite”. Before contacting The Fishery about a crystal found in a seafood can, please read this section below on Struvite:

Struvite: A Harmless, Clear, Colourless Crystal 

Canned seafood, including salmon and tuna, can be subject to the formation of clear colourless natural crystals called Struvite during the canning process. Struvite is often mistaken for glass or plastic. Struvite  is actually “a harmless compound of magnesium ammonium phosphate, and will be broken down naturally by the stomach acids if eaten” (from “Food Complaints-Struvite”,  The Food Safety Team, Environmental Health, UK, https://www.causewaycoastandglens.gov.uk/uploads/general/Struvite.pdf ). If you Google the term “Struvite” and “fish” you will find numerous sources regarding the nature of this crystal and how it forms when seafood is processed.

 Test for Struvite vs. Glass

“Struvite appears to look like glass but if examined with a magnifying glass, the edges are smooth, where broken glass will be irregular. Also, Struvite is softer than glass and can be scratched. If the crystal is crushed it will usually break into smaller crystals or powder. If you're still not sure that the crystal is Struvite, then conduct this simple test: warm some kitchen/food based acid (such as vinegar or lemon juice) and see if the crystals dissolve. Struvite will dissolve whereas glass will not. This also proves that the crystals will dissolve in the stomach and are not a health risk.” (“Food Complaints-Struvite”, https://www.causewaycoastandglens.gov.uk/uploads/general/Struvite.pdf)

If you test the crystal but it does not dissolve in warm vinegar or lemon juice, and it does not crush down into smaller crystals or powder, then it could be plastic or glass. If so, please take photos and contact us.

 

If you have a product you consider defective (and the sole defect claimed is not Struvite), you should email any relevant photos to orders@thefisheryseafoods.com and return the remaining product for a full or partial exchange, return or refund. You will be responsible for the shipping costs to return the product(s) to The Fishery Seafood Ltd. 

We recommend you send digital photos of the product defect you identified to orders@thefisheryseafoods.com BEFORE shipping to facilitate processing of your claim. Upon receipt of the photos and returned product, we will fully examine them and notify you via e-mail and/or phone within a reasonable period of time, whether you are entitled to a full or partial refund or replacement that could include partial or full refund of shipping costs. If you are entitled to a replacement or refund, we will replace the product or refund you, using the original method of payment.  

Note: As it is a well-documented, natural phenomena that occurs when fish is canned, Struvite found in a can as a sole issue will not be considered a “defect” under this return policy.