Refund policy
2. Refund and Return Policy
Southern Shells — Refund and Return Policy
Last updated: August 15, 2026
We stand behind everything we sell. Because we sell both fresh perishable seafood and non-perishable goods, different rules apply to each.
Fresh and frozen seafood — all sales final
Seafood is perishable and cannot be resold once it leaves our care, so seafood sales are final. We do not accept returns on seafood.
We will always make a quality problem right. If your seafood arrives or is picked up in unacceptable condition, contact us within 24 hours of delivery or pickup at support@southernshells.com or (251) 865-9989, with:
- Your order number
- A photo of the product and, for shipped orders, the packaging and any remaining ice or gel packs
We will refund or replace the affected item. Please keep the product refrigerated or frozen until we have responded — do not discard it before contacting us, as we may need additional photos.
Requests made more than 24 hours after delivery or pickup cannot be honored, because we have no way to verify how the product was stored after it left us.
Apparel and merchandise — 14 days
Apparel, hats, and merchandise may be returned within 14 days of delivery or pickup if they are unworn, unwashed, and in original condition with tags attached. Refunds are issued to the original payment method once we receive and inspect the item.
Return shipping is the customer's responsibility unless the item is defective or we sent the wrong item.
Toadfish and other hard goods — 14 days
Unused items in original packaging may be returned within 14 days. Items showing use are not eligible unless defective.
Damaged in transit
If a shipment arrives visibly damaged, photograph the box before opening it if you can, and contact us within 24 hours. We will work with the carrier and make it right.
Non-returnable items
- Fresh and frozen seafood, except as described above
- Gift cards
- Items marked final sale
- Prepared or steamed food
Uncollected pickup orders
Food orders — fresh and frozen — must be collected by the close of the next business day after we notify you that your order is ready. We will try to reach you before releasing an order. Food not collected within that window cannot be held and is not refundable, as the product cannot be resold.
Apparel, merchandise, and other non-food items are held for 7 days from the ready notice.
If something comes up, call us — we would much rather reschedule than have you lose an order.
How to start a return
Email support@southernshells.com or call (251) 865-9989 with your order number and what you would like to do. Do not ship anything back before contacting us.
Refund timing
Approved refunds are issued to the original payment method. Depending on your bank or card issuer, it may take 5–10 business days to appear on your statement.