Refund policy

Gain Alaska Return & Quality Policy

Our Commitment to the Catch For three generations, our family has been pulling ocean-run wild sockeye from the waters of the Cook Inlet. We respect the resource, and we want to ensure that the salmon you receive honors that family legacy. We take every precaution to ensure your seafood travels safely from Alaska to your doorstep, but we understand that shipping anomalies occasionally happen.

The Nature of Perishable Shipping (No Returns) Because our wild-caught seafood is highly perishable, we cannot accept physical returns. Once a package leaves our controlled cold chain, strict food safety regulations prohibit us from restocking or reselling the product. Please do not attempt to mail frozen seafood back to us.

If there is an issue with your order, we rely on a Refund or Replace policy to make it right.

The Gain Alaska Quality Guarantee We want you to experience the true taste of the wild. If your seafood arrives in an unsafe condition due to a delay in transit or a packaging failure, we will issue a replacement or store credit.

  • What is Safe: If your salmon arrives partially thawed but is still "refrigerator cold" to the touch (under 40°F), it is perfectly safe. You can confidently place those vacuum-sealed portions straight into your freezer or thaw them to cook within a couple of days.

  • What is Compromised: If your product arrives completely thawed and warm to the touch, or if the vacuum seals are punctured and the flesh is exposed, the product is compromised and qualifies for a resolution.

How to Report an Issue If your catch doesn't arrive as expected, please contact our support team at [Insert Email] so we can make it right. To help us identify where the shipping process failed, we require the following:

  1. Timing: Temperature or spoilage issues must be reported within 48 hours of the delivery timestamp. Order fulfillment errors (missing items or incorrect products) must be reported within 72 hours.

  2. Photographic Proof: Please include clear photos of:

    • The affected seafood (showing the condition of the vacuum-sealed bags).

    • The exterior shipping box.

    • The inside of the box, including the remaining coolant.

  3. Details: Your order number and a brief description of the condition upon arrival.

Exceptions to the Policy We are committed to delivering premium Alaskan seafood, but we cannot take responsibility for spoilage caused by factors outside of our control. We do not issue refunds or replacements for:

  • Packages delayed or misdelivered due to an incorrect or incomplete shipping address provided at checkout.

  • Orders left unattended for extended periods after the courier has confirmed delivery. (We highly recommend bringing your shipment inside and placing it in the freezer immediately upon arrival).

  • Shipments where the courier could not deliver due to a lack of a safe drop location or restricted gate access.