Refunds, Changes and Cancellations

You can change or cancel your order for a full refund:

- up to 24 hours before your pickup or delivery time for everyday orders,

- up to 48 hours before for platters, which we prepare ahead,

- up to 3 days before for holiday pre-orders, because we bring in fresh fish specially for them.

Orders placed after those times, including same-day takeout, are final once placed, because we start on them right away. If you made a mistake, call us straight away and we'll do our best to fix it.

To change or cancel, call us at 613-526-5229 or email hello@pelicanseafood.ca with your name and order number.

If we can't fill part of your order on your pickup or delivery day, we'll contact you beforehand to offer a substitute or a refund for that item.

Seafood and prepared food are perishable. We cannot resell food once it has left our care, so we do not take back food because you changed your mind.

If something is wrong with what you received, for example it is not fresh, it is not what you ordered, or something is missing, please tell us within 24 hours of pickup or delivery. Call 613-526-5229 or email hello@pelicanseafood.ca, and tell us what happened. If it is our mistake, we will make it right with a refund, a replacement or a credit, whichever you prefer where we can.

Unopened shelf items such as merchandise, bottled goods and packaged products, in their original packaging with proof of purchase, can be returned for a refund or exchange within 14 days of purchase.

Gift cards are final sale and never expire.

Nothing on this page limits your rights under Ontario's Consumer Protection Act, 2002 or any other law.

Tickets are non-refundable and fully transferable: if you can't make it, send someone in your place. Tell us their name by email at hello@pelicanseafood.ca before the class.

If we cancel or reschedule a class, you can have a full refund or a seat in another class.

Online sales for each class close 48 hours before it starts. Private classes are booked by email and invoice and are non-refundable. If you need to change the date, tell us at least 14 days before and we'll move it to another available date.

We buy the lobster from local fishermen and prepare your dinners for one date only, so these rules are firmer than for the store.

You can cancel for a full refund until 10 days before your pickup or delivery date. The last day to cancel is shown at checkout and in your receipt: for New Year's Eve (Thursday, December 31, 2026), it is 11:59 pm on Monday, December 21.

After that, we cannot give refunds or credits. We will have bought the lobster and prepared the dinners for you, and they cannot be kept or resold.

You can send someone else to collect your dinners. Tell us who by calling 613-526-5229 or emailing hello@pelicanseafood.ca.

Up to 3 days before the date, we will change your pickup time, or switch between pickup and delivery, if there is room. Call us.

If your dinners are not picked up in your chosen pickup time, or a delivery cannot be completed because no one answers or the address, unit or buzzer code is wrong, we cannot give a refund or credit. Please check your address, and keep your phone with you during your delivery window.

If we have to cancel or can't deliver your dinners (for example, a storm or a supply problem), we will give you a full refund, including the delivery fee.

If something is wrong with your dinners, tell us within 24 hours, as above.

Refunds go back to the card or payment method you used. We issue them as soon as we agree to them, usually the same day. It can take 3 to 10 business days, depending on your bank, to show on your statement. A full refund, for a cancelled order or when we got the whole order wrong, includes tax, any tip and any delivery fee. A refund for part of an order, such as one missing item, covers those items and their tax.

Pelican Seafood Market & Grill, 1500 Bank Street, Ottawa, Ontario K1H 7Z2. Phone 613-526-5229. Email hello@pelicanseafood.ca.