Shipping policy

Shipping

CLEARWATER SEAFOODS L.P.

Shipping Policy

This policy governs the shipping and handling of perishable items for Clearwater Seafoods L.P. including its subsidiaries:

Last updated: April 2026

Statement:

Clearwater is committed to delivering only the best seafood, ensuring each order arrives in prime condition. All orders are shipped by courier companies capable of providing priority overnight service to most locations. For overnight deliveries, a minimum of two (2) business days’ notice is required, and three business days are necessary for any 2-day shipments (when applicable). Packages are labelled as perishable items and are securely packed and handled with care.

Acknowledgement:

By placing an order through the online shop, you acknowledge and agree to the policy terms and conditions set out below.

1. General Shipping Information

Orders are processed and shipped from Clearwater’s headquarters in Nova Scotia. Once an order has been processed and dispatched from our facility, it is handed over to the designated shipping carrier for delivery to your specified address. Products are shipped weekly Monday – Thursday, with the exception of holidays. All shipments require a signature, so someone must be home to sign for the shipment. Products cannot be shipped to PO Boxes.

A minimum of two (2) business days’ notice is required to process an order for shipment. Orders must be placed by 12:00 noon EST. Orders may be placed up to 14 days in advance of a preferred delivery date, subject to carrier availability.

2. Signature Required – Customer Availability

All shipments require a direct signature upon delivery.

Someone must be available at the delivery address on the expected delivery date to accept the shipment. This requirement applies equally to gifts; it is the customer’s responsibility to ensure that the recipient is aware that a perishable delivery requiring signature is expected.

Failure to be available for delivery, refusal of delivery, or delays caused by missed delivery attempts are the sole responsibility of the customer.

3. Transfer of Risk & Carrier Responsibility

Once an order has been processed and tendered to the shipping carrier, ownership and risk of loss transfer to the customer.

Clearwater Seafoods LP is not responsible for delays, loss, damage, or deterioration that occur after the shipment has been accepted by the carrier, including but not limited to:

  • Weather events and environmental conditions
  • Transportation or logistics network disruptions
  • Carrier operational delays or service interruptions
  • Customs inspections or clearance delays for U.S. shipments
  • Missed, delayed, or rescheduled delivery attempts
  • Incorrect or incomplete delivery information provided by the customer
  • Acts of God, governmental actions, labour disruptions, or other force majeure events

Delivery dates provided at checkout or through tracking systems are estimates only and are not guaranteed.

4. Perishable Products & Condition Upon Arrival

Many Clearwater products are perishable and may be shipped chilled or frozen to maintain quality.

During transit, some thawing, condensation, or temperature fluctuation may occur. This is normal and does not necessarily indicate product damage.

  • If frozen products arrive cold and below 4°C (40°F), they may be safely refrigerated and handled according to provided instructions.
  • Live lobster that arrives cool to the touch, even if weak or deceased, remains safe to cook and consume and should be prepared as soon as possible.

Temperature variation, partial thawing, or cosmetic changes resulting from carrier transit do not constitute product defects.

5. Claims, Issues & Customer Obligations

If you believe your order arrived in unsatisfactory condition, you must:

  1. Contact Customer Service within 24 hours of delivery, and
  2. Provide clear photos and/or videos of:
    • The shipping box (including labels), and
    • The product in question

Failure to meet these requirements may result in the claim being declined.

Clearwater Seafoods LP reserves the right to assess all claims on a case‑by‑case basis.

6. Refunds, Replacements & Remedies

Due to the perishable nature of Clearwater products:

  • Refunds or replacements are not guaranteed.
  • Shipping fees are non‑refundable.
  • Refunds or replacements are not offered for issues caused by:
    • Carrier delays or service failures
    • Weather or force majeure events
    • Missed or failed delivery attempts
    • Customer unavailability at time of delivery

Any goodwill remedy provided by Clearwater Seafoods L.P. is at our sole discretion and does not establish precedent for future claims.

7. Tracking & Communication

Tracking information is provided by email once your order ships. Customers are responsible for monitoring tracking updates and ensuring availability for delivery.

While Clearwater may communicate with carriers in the event of a significant issue, Clearwater cannot override carrier decisions or delivery outcomes.

8. Policy Updates

Clearwater Seafoods L.P. reserves the right to update or modify this Shipping Policy at any time without prior notice. Changes take effect immediately upon posting on our website.

9. Contact Information

For questions regarding shipping:

Phone: 1‑877‑567‑1117
Email: service@clearwater.ca

Current shipping information is also available at: https://shop.clearwater.ca/policies/shipping-policy