Refund policy
The promise
Every order arrives frozen, or it is free. That is the whole policy. The details below just explain how it works.
What is covered
- Arrived thawed to the core. If the center of a cut is soft and fully thawed when you open the box, that is on us. Full refund.
- Wrong, missing, or damaged items. We refund or replace them, your choice.
Surface softness is not a defect. Insulated packaging holds the core frozen, but the outermost layer can soften slightly in transit. It does not affect quality or safety.
How to claim
Within 24 hours of delivery, send us a photo of the product and your order number. Instagram @delpuerto.ph or hello@delpuerto.ph. That is all we need. No forms, no return shipping. Seafood is perishable, so you never send anything back. You keep the product no matter what.
We resolve claims within 24 hours. You choose a full refund or a replacement on your next delivery day.
Refund timing
Refunds go back to your original payment method as soon as the claim is approved. Banks and GCash can take a few banking days to post the reversal on their side.
Cancellations
Orders can be cancelled for a full refund until 6:00 PM the day before your delivery date. After that, your order is committed to the cold chain and can no longer be cancelled. Anything wrong on arrival is covered above.
Questions
Message us on Instagram at @delpuerto.ph or email hello@delpuerto.ph. We reply within a day.