Shipping, Delivery, Claims & Returns Policy

This Policy applies to orders, enquiries and delivery arrangements made with The Sea Marine through our website, email, WhatsApp or other agreed communication channels.

For a specific transaction, the following documents prevail in descending order where they are inconsistent with this Policy:

1. a signed supply agreement or contract;
2. an accepted sales confirmation, purchase order acceptance or proforma invoice;
3. an accepted quotation and its stated Incoterms® rule;
4. this Shipping, Delivery, Claims & Returns Policy.

We may arrange delivery within Malaysia and international shipment upon request, subject to product availability, destination, minimum order quantity, logistics service availability, regulatory requirements and our ability to maintain suitable product handling conditions.

• Not every product is available for every destination.
• Some destinations may require import permits, health certificates, inspections, registrations or specific labelling.
• We may decline a route or order where legal, food-safety, sanctions, carrier or cold-chain requirements cannot reasonably be met.
• International shipping is confirmed only through a written quotation or sales confirmation.

Orders are typically processed within one to three working days after payment confirmation and final order acceptance. Working days refer to normal business days in Malaysia, excluding weekends and applicable public holidays.

Processing may take longer for export orders, large-volume orders, special cuts, customised packing, private labels, documentation, inspection, permit applications or products requiring advance sourcing.

• An enquiry, website submission or payment instruction is not itself confirmation that an order has been accepted.
• We will acknowledge accepted orders without undue delay through the agreed communication channel.
• Customers should promptly review the delivery address, contact number, product, quantity and delivery instructions.
• Address or order corrections requested after dispatch may not be possible and may incur additional charges.

Seafood products are prepared, packed, stored and dispatched using handling controls appropriate to the product, intended shelf life, delivery route and agreed customer specification. Packaging may include insulated containers, food-grade liners, gel packs, ice, dry ice where permitted, refrigerated transport or other suitable temperature-control methods.

Shipping charges are calculated according to factors such as product type, order size, weight, volumetric weight, temperature requirement, packaging, route, delivery speed, carrier, destination and agreed trade term.

• For Malaysian online sales, the final order or quotation should disclose the full price, including identified delivery costs, taxes and other applicable charges.
• For international shipments, import duty, destination tax, customs clearance, storage, inspection, demurrage, bank charges and local handling costs are borne by the party stated in the agreed quotation or Incoterms® rule.
• Additional charges caused by an incorrect address, failed delivery, customer-requested rerouting, delayed clearance or missing buyer documentation may be charged to the customer where permitted.

Estimated delivery times may vary due to destination, carrier capacity, customs clearance, inspection, weather, port or airport congestion, public holidays, regulatory controls, route disruption or events outside our reasonable control.

• Tracking information will be provided where available.
• Customers must remain contactable and ensure that an authorised recipient is available.
• Delivery scans, carrier records and proof of delivery may be used when assessing a delivery issue.
• A delay does not automatically mean the product is compromised; temperature condition, packaging integrity and product condition must be assessed.

International seafood shipments may be subject to export permits, licences, health or veterinary certificates, MAQIS or other inspections, customs declarations, destination import permits, food-safety requirements, product registration, labelling rules and documentary checks.

• We will handle Malaysia-side export documentation specifically included in our quotation or sales confirmation.
• The buyer is responsible for destination-country import eligibility, permits, registrations, taxes, local customs requirements and receiving arrangements unless otherwise agreed in writing.
• The buyer must provide accurate consignee, importer, licence, tax and customs information within the required time.
• We may suspend or cancel shipment where required permits are unavailable, information is incomplete, or legal and regulatory concerns arise.

Upon delivery, the recipient should promptly verify the number of packages, outer packaging, seals, labels, product identity and apparent condition. Where relevant, the recipient should record product or package temperature using a suitable method.

• Move chilled products to appropriate chilled storage immediately.
• Move frozen products to appropriate frozen storage immediately.
• Do not consume any product reasonably suspected to be unsafe, spoiled or materially temperature-abused.
• Keep the product, packaging, label and delivery records available for claim review unless immediate safe disposal is necessary.

Please notify us within 24 hours after receipt if the shipment is missing, materially delayed, visibly damaged, short, incorrect, leaking, thawed, spoiled or otherwise compromised. A later report does not remove rights that cannot lawfully be excluded, but delay may make it harder to verify the delivery and cold-chain condition.

A claim should include, where relevant:

• customer name, company name and contact details;
• order, invoice, delivery or shipment reference;
• delivery date and time;
• clear photographs or video of the package, label, seal and affected product;
• quantity affected and a clear description of the issue;
• temperature readings, logger data, receiving records or carrier documentation;
• confirmation of how the product was stored immediately after receipt.

We may request inspection, additional evidence, sampling, third-party assessment or carrier investigation before deciding the claim.

Because seafood is perishable and its safety depends on storage and temperature history, we generally do not accept returns or exchanges for change of mind, ordering error, over-ordering, dislike of natural product variation or inability to receive the shipment.

Do not send seafood products back without our written authorisation. Depending on the claim, we may instruct the customer to retain, isolate, return, surrender for inspection or safely dispose of the product.

If a claim is verified and accepted, the available remedy may include one or more of the following:

Refund or replacement approval may take into account the affected quantity, product condition, evidence, storage after delivery, carrier findings, agreed specification and any signed commercial terms.

Any discretionary remedy stated in this Policy does not reduce a remedy that must be provided under applicable law.

For business-to-business and international orders, delivery responsibilities, costs, customs formalities and transfer of risk will be determined by the Incoterms® 2020 rule and named place stated in the accepted quotation or contract, together with any agreed amendments.

Incoterms® rules do not by themselves determine product ownership, payment timing, product quality obligations or dispute resolution. Those matters remain subject to the sales documents and applicable law.

We are not responsible for delay or non-performance to the extent caused by events beyond our reasonable control, including severe weather, flood, fire, disease controls, utility failure, labour disruption, carrier cancellation, port or airport closure, customs hold, inspection delay, government action, embargo, war, civil disturbance, cyber incident or major transport disruption.

Where practical, we will use reasonable efforts to communicate the impact, protect the goods, arrange an alternative route or agree another reasonable solution. The allocation of costs and risk remains subject to the transaction documents and applicable law.