General Policy

For urgent same day purchases, you may walk-in at our retail store.

No minimum spend is required for self-collection or walk-in purchase at retail store.

Due to the perishable nature of live seafood, orders placed for self collection will only be processed & packed upon customer’s arrival.

RECEIVING GOODS

Please have someone around to receive the goods during the delivery time slot and ensure that our delivery drivers have access to your unit. This is particularly for deliveries to private condominiums/apartments which require security clearance.

Should no one be available to receive the goods upon delivery, the goods will be left at the door of the stated address. Our cold water items are delivered with ice gel pack which can keep perishable items in its state for up to an hour. Please retrieve your order as soon as possible. We are not liable for missing items or products turning bad if the order is not retrieved in time.

If our driver is unable to enter the condominium premises or access your unit, our driver will call you and only wait for up to 5 minutes to avoid delay in other deliveries. Redelivery charges of $15 will apply if the order is undelivered under the above circumstances. Please note that we are not liable for any changes in quality of any perishable/frozen/chilled item for orders not delivered on first attempt. As such, complaints or feedback on said item will not be entertained.

ORDER CONFIRMATION

A computer-generated invoice will be emailed to the same email address that you have used to register with us upon the successful submission of order and payment. If the items ordered are unavailable, our support team will contact you as soon as possible.

Please check that the delivery address & date/time slot reflected during cart out and on system generated invoice is correct. We will deliver according to the indicated address & date on invoice and there will be no refunds or exchanges for any wrongly inputed delivery address or selected delivery date. Any changes in address or date must be notified and acknowledged by us at least 24 working hours before your selected delivery time slot. 

HANDLING OF RAW SEAFOOD

To prevent cross-contamination, wash hands thoroughly with soap and running water before and after handling raw shellfish (oysters, mussels, abalone, clams and beyond), fish or any other seafood. Use gloves to handle and store the raw seafood separately from other raw foods (including raw meat, poultry, fish etc.) and ready-to-eat foods.

Clean cutting boards, countertops and utensils thoroughly before preparation and after exposure to raw seafood. Use portable water to thoroughly rinse and clean raw seafood before cooking.

CONSUMPTION OF RAW SEAFOOD

As with most animal-based foods, there are health risks involved in consuming raw shellfish, fish and any other seafood. Vulnerable groups of people (especially pregnant women, children, elderly and persons with chronic illness, compromised immune system, sensitive bowels or liver diseases) should avoid the consumption of raw or undercooked seafood.

All customers are presumed fit to consume raw or undercooked shellfish (oysters, mussels, abalone, clams etc), fish and other seafood. Healthy individuals should also observe good personal hygiene in storing and preparing the raw seafood and consume them within recommended time frame and in moderation. The Ocean Mart will not be responsible for any associated illness arising from consumption of our raw seafood. Customers are deemed to have accepted our Terms & Condition and indemnity waiver upon purchase.

Anyone showing signs of food borne illness should seek medical attention immediately.

LOSS OF WEIGHT OF PRODUCTS

Please note that the weight and sizes of the products are measured right after being taken out of water tanks/before any processing. It is inevitable for seafood to lose weight after being processed or suffer weight loss by virtue of loss of water during delivery. 

As a result, please factor 10%-25% weight loss allowance during transport (live seafood) and 40% weight loss (processed seafood) in the chosen weight of your seafood.

RETURNS & REFUNDS

We place product quality as our top priority, hence we endeavour to make every customer’s purchase 100% satisfactory.

Nonetheless, in view of the perishable nature of our live/chilled products, all our products are non-refundable and non-exchangeable.

Please check that goods received are in good order and condition at the time of receipt. Any shortage or mortality should be immediately brought up to the attention of our delivery team. We are not liable for any missing items or mortality (in the case of live seafood) after our delivery team has left our customer’s premise.

In the unfortunate event that you encounter any quality issues, feel free to contact us at +(65) 9322 3166 within 1 hour from the time of receiving. We reserve the right to refuse refunds if the request is made after the stipulated time frame. For refunds, we require proof (clear picture or video of the product). Please do not discard the products, as we will require return of the products for examination. Please note that any returned products, even if found to be of satisfactory quality following quality assessment, will be discarded to avoid quality lapses after the long time frame.

If the product is found to be of quality issue after assessment, we will either replace the item or provide you with a refund to the same method originally used to pay.

There is strictly no refunds in cash or credit if you have changed the original state of the product. I.E. Freezing and thawing an item that was delivered fresh and chilled.

Please note that refunds or credits are done at the discretion of The Ocean Mart  and all decisions made are final. We reserve the right to refuse unreasonable claims that cannot be supported with proof. We do not refund or issue credit for items that were delivered in good condition but are not to your taste. As such, complaints or feedback on said item will not be entertained.

PRICES

1. All prices are Nett.
2. All prices stated is in Singapore dollars (SGD).
3.All prices shown are before any delivery charges (if applicable)
4. Prices are subjected to change at the sole discretion of www.theoceanmart.com without prior notice.