Our Quality Guarantee
We are committed to providing the highest quality fresh frozen and smoked fish. We guarantee that your fish will arrive fresh, properly frozen, and in excellent condition.
Perishable Goods Policy
Important Notice
Due to the perishable nature of our products and food safety regulations, we cannot accept returns of fish products. All sales are final unless the product arrives damaged or spoiled.
When You Can Request a Refund
You are eligible for a full refund if:
- Product arrives damaged or spoiled: If your fish arrives in poor condition, not frozen, or shows signs of spoilage
- Delivery failure: If the carrier's delay caused the product to become compromised (e.g., late delivery resulting in thawed product)
- Wrong item received: If you received the incorrect product
- Missing items: If your order is incomplete
When Refunds Are Not Available
- Change of mind after placing order
- Package was refused or not received due to customer unavailability
- Package left unattended per customer request resulting in spoilage
- Incorrect address provided by customer
- Issues reported more than 24 hours after delivery
How to Request a Refund
If you believe you are eligible for a refund, please follow these steps:
- Contact us within 24 hours of delivery
- Email: info@geesfoodcity.com
- Phone: (281) 734-3074
- Include your order number in all communications
- Provide photo evidence
- Take clear photos of the product showing the issue
- Include photos of the packaging if damaged
- Photos must show the product still in original packaging when possible
- Describe the issue in detail
- What is wrong with the product?
- When was it delivered?
- How was it stored after delivery?
Refund Processing
Once your refund request is approved:
- Refunds will be issued to the original payment method within 3-5 business days
- You will receive an email confirmation when the refund is processed
- Depending on your bank, it may take an additional 5-10 business days for the refund to appear
- Shipping costs are refunded only in cases of our error or carrier failure
Payment Disputes and Chargebacks
If you have a problem with your order or charge, please contact us first at info@geesfoodcity.com or (281) 734-3074 before disputing the charge with your card issuer. We are committed to resolving issues fairly and quickly. Filing a chargeback without contacting us may delay resolution and can result in account restrictions.
Replacement Orders
In some cases, we may offer a replacement shipment instead of a refund. Replacement orders will be expedited and shipped at no additional cost to you.
Cancellations
Orders can be cancelled free of charge if they have not yet been shipped. Once a shipping label has been created and the order is in transit, cancellations are not possible due to the perishable nature of the products.
To cancel an order, contact us immediately at info@geesfoodcity.com or (281) 734-3074.
Questions or Concerns
If you have any questions about our refund policy or need assistance with an order issue, please don't hesitate to contact us:
- Email: info@geesfoodcity.com
- Phone: (281) 734-3074
- Address: 7554 Coral Terrace Drive, Cypress, Houston, Texas
