Cancellation / Refund Policy

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

– If the order has not been processed, a full refund will be given.
– If the order has been processed but not packed, a $25 fee will be deducted from the refund.
– Refunds are not available for canceled orders that have been packed and processed.

Kai Gourmet E-commerce Refund Policy

We want you to be completely satisfied with your order! We take great pride in providing the highest quality fresh and frozen seafood, as well as 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 guidelines listed below.

Upon delivery, it is your responsibility to examine the contents of your order. If you notice any issues, please send an email with relevant photos to shop@kaigourmet.com. We will do our best to provide a mutually agreeable solution.

Undeliverable Address

We ship products to the address submitted by the customer. If an undeliverable or incorrect address is submitted, no refund or reshipment will be issued. Shipping to a closed business will also void the customer's right to a refund.

Missing Items

If you receive a package that is missing an item, please contact us immediately on the same date of delivery. We may require a picture of the package. If the customer fails to report the missing items on the date of delivery, we reserve the right to refuse any refund. If items were purchased with a gift card, a refund can be provided in the form of a new gift card. Reshipment of missing items is at our discretion.

Fresh Seafood

Fresh seafood is cut and/or packed the day your order ships. Upon delivery, place directly in the 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. If you choose to store your fresh seafood in the freezer for later enjoyment, we cannot be held responsible for any quality issues and reserve the right to refuse any refund.

*For the best sashimi/sushi experience, we recommend eating our fresh 'Saku Selections’ or other fresh sushi-grade seafood within 24-48 hours of delivery.

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. Please carefully inspect the frozen packaging upon delivery, as we cannot be held responsible for any damage it may incur once it has been stored in your freezer.

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 the 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 via FedEx Priority Overnight, FedEx itself does not guarantee next-day delivery. 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 can be refrozen without compromising quality.

If you have concerns about the contents of a delayed order, please contact us, and we will assist you in assessing 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”).

More Questions?

Direct all inquiries to shop@kaigourmet.com.