Frequently Asked Questions

Delivery Information

Your orders will generally arrive within 24 to 48 hours (1–2 working days)

Deliveries are scheduled from Mondays to Saturdays, 9am to 5pm. We are closed on Sundays and Public Holidays.

✱ Order by 5pm for Next-day Delivery (Subject to Availability)

✱ We strive to provide you with next-day delivery as much as possible. However, this is still subject to product availability and our delivery routes.

In any case, your order will be delivered to your doorstep within 24–48 hours (1–2 working days)

For orders made on Saturdays or Sundays, the next available delivery slot would be on the following Monday.

For orders made on Public Holidays, the next available delivery slot would be on the next working day.

The above timings might fluctuate during peak periods, such as on the eve of Public Holidays and also depends on our delivery loads from time to time.

We may not be able to accommodate specific requests for delivery timings.

Please allow for flexibility as we will have to deliver accordingly to our planned route.

We provide Free Delivery for orders above $60.00 SGD

For orders below $60, there will be a flat delivery fee of $6.

We encourage you to consolidate your order to enjoy free delivery from us.

To ensure consistent freshness and quality, all of our orders are individually vacuum packed in food grade vacuum bags, except for live items such as crabs or clams.

Big orders are packed with loads of ice and are delivered in chilled foam boxes to ensure its freshness and quality.

Please let us know in advance if you're not at home so we may reschedule the delivery to another day. As seafood are perishable, rest assured we have done our best to keep it properly packed and stored with ice to chill it. Foam boxes that are packed with ice is able to last for 4-6 hours without compromising the freshness and quality of your seafood. Therefore, if there is no one to receive the order, we will leave it outside your door and take a photo as proof of delivery. Please note that in the event that we have to re-deliver, we reserve the right to impose an additional SGD$6 delivery fee.

Every delivery is specific to that order only, multiple locations is not possible for one order.

Yes! By default, most seafood products sold on our consumer store are cleaned, de-scaled, and de-gutted! An additional incentive to order from Oceanwaves Seafood!

All our products can be kept in the freezer for up to 3 months. However, if you would like to keep them in the chiller, we recommend to still cover them with some ice to maintain the products at around 0°C. We do not recommend keeping any seafood item in the chiller for more than two days.

Product Request

Due to the extensive seafood listing and seasonal products from time to time, not everything is posted online. Therefore, if you’re looking for a specific item, let us know at joanna@owaves.com.sg or WhatsApp us at +65 9652 7160, we will be glad to source the item for you!

Payment

We accept e-payments only, such as MasterCard / VISA / AMEX credit cards. In the future, we will set up an added QR code payment service that supports all local banks PayNow / PayLah payments. You may select the desired payment method at the checkout page and follow the procedures.

Disclaimer

As we do not always stockpile our fresh seafood products, the availability of the seafood depends on “catch of the day” supply. Furthermore, some items are seasonal in nature. Therefore, should the need arise, we will contact you to suggest an equivalent alternative and re-schedule a delivery date in such cases.

We will strive to ensure our fillet portions have minimal bones, however, there could still be fine bones within the fillets from time to time. As such, please note that we are not liable for the presence of bones found in your fillet and Oceanwaves Seafood will not be providing any refund for such instances.

All our products are processed by our dedicated Oceanwaves Seafood team to ensure the highest quality standards. We always try to provide a product that is as close to what was stated on the product page. Nonetheless, as processing is done by humans, there may be variances in weight from what was stated. Please also note that due to variances in sizes of the fish, we may sometimes have to give the fish and portions according to the rough weight ordered instead of the specific number of items ordered. We will not be providing any refund for any complaints with regards to any disputes of such incident.

Refunds & Returns

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

Due to the perishable nature of seafood products, Oceanwaves Seafood will not accept any returns in exchange for any refunds.

In order to maintain a high standard of food hygiene and food safety, please note that all products sold are non-refundable and non-exchangeable.

Please check that all products received are in good condition at the time of delivery. Any quality issue 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.

Once the order is delivered and accepted, it shows that you are happy with the quality and no refund will be processed after this process.

Refund Policy

For refunds, we require proof (clear picture or video of the product) submitted on the day of the delivery (before 2359hrs).

Please do not discard the products, as we may 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, upon investigation, it is determined that a refund should be accorded, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

Please note that there is strictly no refunds in cash or credit if you have changed the original state of the product e.g. freezing a product that was delivered fresh and chilled, thawing a frozen product etc.

Please note that refunds or credits are done at the discretion of Oceanwaves Seafood 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.