Refund and Replacement Policy
Nothing Is Charged Until We Confirm
Alaskan King Crab Direct does not take payment on this website. The order form is a reservation. Submitting it charges you nothing, and no card, bank, or payment information is collected on the site at any point.
After you reserve, we confirm availability, your pickup or delivery window, and any shipping cost. Then we send a secure payment link by text or email, usually within 24 hours. You pay through that link, not on the site.
Because of that, a reservation can be cancelled before payment at no cost. There is nothing to refund because there has been no charge. Just tell us before you pay: reply to whatever message we used to reach you, or send a note through the reservation form. We release the box and that is the end of it. No cancellation fee, no penalty.
All Sales of Frozen Seafood Are Final
King crab is perishable food. Once an order has been handed to you at pickup, delivered to you, or shipped to you, we cannot take it back. We cannot resell food that has left our hands and we will not put seafood of unknown handling history back into circulation. All sales are final.
Final sale does not mean you are stuck with a bad box. If the product itself is wrong, the next section covers it.
When We Replace or Refund
We make it right if your order is:
- Damaged. Legs crushed, shells shattered beyond normal splitting, or the product otherwise compromised.
- Incorrect. Wrong box size, or not what you reserved.
- Thawed or warm. The crab itself arrives warm or fully thawed rather than hard frozen.
- Short weight. The box weighs materially less than the size you paid for.
- Not as described. Not the wild Alaskan king crab legs, cleaned and split to the half shell, that you ordered.
Contact us within 24 hours of pickup or delivery with photos. We review the photos and then either replace the order or refund it.
Exactly Which Photos We Need
- The product. The crab itself, in good light, showing the problem clearly.
- The packaging. Inside and outside, including the insulated liner and how the product was packed.
- The shipping label. Required for any order that was shipped to you.
For a short weight claim, add a photo of the crab on a scale with the reading visible.
The photos are not a formality. They are how we tell an actual cold chain failure from normal frozen product, and without them we have no way to review a claim. Please keep the product as cold as you can while we review, rather than cooking it or discarding it.
Dry Ice Sublimates. An Empty Pouch Is Normal.
Shipped orders are packed with dry ice. Dry ice turns straight into gas as it travels, so finding little or no dry ice left in the box when it arrives is normal and expected. An empty dry ice pouch is not a defect and is not by itself a reason for a refund.
What matters is the crab. If the product is still hard frozen, the shipment did its job, whatever is left of the dry ice. If the product itself arrives warm or fully thawed, that is a real failure. Send photos within 24 hours and we make it right.
Missed Pickups and Missed Deliveries
Plans change. If you miss your pickup, or you are not there for your delivery, contact us and we will reschedule you.
There is one limit, and it is a hard one: we cannot refund an order that spoils because it was left unclaimed or unreceived after a confirmed handoff. Frozen crab does not wait. If a box was handed off as confirmed and then left sitting, that loss is not something we can cover.
Pickup is by reservation only and we do not take walk-ins, so if something comes up, tell us before your window and we will move it rather than leave crab waiting on you.
How Refunds Are Issued
Approved refunds go back to the original payment method used on the payment link we sent you. We cannot refund to a different card, to a different person, or in cash.
We issue the refund once we have reviewed your photos and agreed on the outcome. From there, how fast the money appears is up to your bank or card issuer, not us. We are not going to quote you a number of days we do not control. If it has not shown up after a reasonable wait, contact us and we will send you confirmation that the refund was issued on our end so you can take it to your bank.
Where a replacement makes more sense than a refund, we will offer both and you choose.
How to Reach Us About an Order
We do not publish a phone number or a general email address on this site yet. There are two ways to reach us, and both work:
- Reply to your order confirmation. The contact details on your own confirmation reach us directly and are the fastest route for an active claim, especially one on the 24 hour clock.
- Use the reservation form at alaskankingcrabdirect.com/#order and describe the issue in the notes field. Include the name and phone number you reserved under so we can match it to your order.
Send your photos with the first message if you can. It saves a round trip.
Scope and Governing Law
This policy covers orders reserved through alaskankingcrabdirect.com and fulfilled by us, whether picked up in Gardena or Costa Mesa, delivered locally, or shipped frozen with dry ice.
Pickup and delivery windows, and any shipping cost that applies, are confirmed with you before you pay. Nothing is charged until you approve it.
This policy is governed by the laws of the State of California. Nothing here limits any right you have under California law.