Our Guarantee
The Del Puerto Promise
Arrives frozen, or it's free.
If your order shows up thawed to the core, we refund you in full. You keep the product either way. That's it.
The short version
Any order that arrives fully thawed to the core gets a 100% refund. No questions, no returns, no product to ship back. You keep what you ordered.
How to claim
Check your order on arrival
Open the box and inspect the cuts. If they feel firm or frozen at the core, you're good to go. A little surface softness is normal and doesn't affect quality.
If something's off, send us a photo
Message us on Instagram, Facebook, or email. Include a shot of the product and your order number. That's all we need.
We refund you. You keep the product.
Refunds are processed within 24 hours. No return shipping, no inspections, no back-and-forth. You decide what to do with the order.
What counts as "arrived thawed"
Surface softness is normal
Insulated packaging holds the core cold, but the outermost layer can soften slightly in transit. That doesn't affect safety or quality, and it doesn't count as thawed.
Core-thawed means covered
If the center of the cut is soft and fully thawed when you open it, that's on us. Send a photo and we'll handle it.
You don't need to ship anything back
Return logistics are our problem, not yours. You keep the product. We absorb the cost.
Why we do this
Ordering frozen seafood online asks for trust. You're betting that a box will show up at your door in the condition we promised, every time. That's a lot to ask without proof.
This guarantee is our proof. We carry the risk, not you. If our cold chain fails, you don't pay for it. Our job is to make sure that almost never happens, and to make it painless when it does.
That's what makes ordering from Del Puerto different. Zero risk. Total confidence.