Frequently Asked Questions

You can place an order directly through our website by selecting your seafood, adding it to cart, choosing your delivery or pick-up option where available, and completing checkout. Please make sure your name, phone number, email address and delivery details are correct before placing your order.

Ordering in advance is strongly recommended, especially for prawns, oysters, seafood packs, bulk orders, weekends, public holidays, Christmas, Easter and other busy periods. Fresh seafood availability can change quickly, so early ordering gives our team the best chance to fulfil your request.

Yes. If you need help placing an order, you can contact our customer care team by phone or email. For the most accurate order record, we may still ask you to complete the order through the website where possible.

• Phone: 0452 561 800
• Email: order@prawnman.com.au

Not always. Seafood is subject to daily availability, seasonality, market supply, weather, catch quality, supplier timing and delivery schedules. We do our best to keep product information updated, but availability may change before fulfilment.

If an item becomes unavailable, our team may contact you to offer a suitable replacement, store credit, refund where appropriate, or another fair resolution depending on the situation.

If a seafood item is unavailable, our team will do its best to help. Depending on the order and timing, we may offer a similar product, contact you for approval, issue store credit, provide a refund where suitable, or cancel the unavailable item from the order.

Yes, you can add notes at checkout or contact our team before ordering. We do our best to fulfil special requests, but they are not guaranteed unless confirmed by our team. Seafood size, type and availability depend on the day’s supply and supplier conditions.

We focus on sourcing quality seafood based on freshness, availability, supplier quality and customer demand. Depending on the product and season, seafood may be sourced from trusted Australian seafood regions and suppliers, including areas such as Forster, Hunter River, Hawkesbury River, Yamba, Stockton Bight, Newcastle, Crystal Bay, South Australia and Western Australia.

Availability changes regularly, so the exact source may vary depending on the seafood type, weather, catch conditions and market supply.

We may offer both fresh and frozen seafood depending on availability, product type and customer request. Some seafood is best supplied fresh, while some products may be frozen to maintain quality, availability and food safety.

If you specifically require fresh or frozen seafood, please check the product description or contact our team before placing your order.

We aim to source quality prawns from trusted suppliers and Australian seafood regions where available. Prawn availability may vary depending on season, catch, weather and supplier conditions.

If the origin of a specific prawn product is important to you, please contact our team before ordering so we can confirm what is available at the time.

Depending on availability, we may offer different prawn options such as king prawns, cooked prawns, raw prawns, cocktail prawns, school prawns, tiger prawns or other varieties. Product range can change based on daily market supply and customer demand.

Yes, oysters may be available depending on season and supply. Oyster options may include different sizes and varieties such as bistro, cocktail, Pacific or Sydney rock style options where available.

Oysters are subject to daily availability and may vary by region, size, taste profile and natural condition.

Please check the product description carefully. Unless clearly stated on the product page or confirmed by our team, we do not provide shucking as a custom service. If you need a specific oyster style, please contact us before placing your order.

Seafood availability can change due to weather, ocean conditions, supplier supply, fishing conditions, transport timing, public holidays, seasonal demand and quality checks. If a product is not suitable or not available, we would rather communicate with you than supply something that does not meet expectations.

We deliver to selected areas across Newcastle, Lake Macquarie, the Hunter Valley region, Port Stephens, the Central Coast and nearby suburbs where available. Delivery areas may change depending on route planning, demand, seafood supply and delivery schedules.

Please check our Where We Deliver page or contact our team if you are unsure whether we deliver to your area.

Delivery days may vary depending on your suburb, order volume, seafood availability and route schedule. We do our best to service customers regularly, but not every suburb may be available every day.

Delivery times depend on the route, order volume, traffic, weather, seafood arrival timing and delivery area. We aim to deliver as efficiently as possible, but exact times cannot always be guaranteed unless confirmed by our team.

Fresh seafood delivery is route-based, so please make sure your phone is reachable on delivery day.

Yes, pick-up spots may be available on selected days and in selected areas. Pick-up locations, times and availability may change depending on the delivery run, seafood availability and customer demand.

If a pick-up option is available, it will be shown at checkout or communicated by our team.

Where available, you may be able to choose delivery or pick-up during checkout. Availability depends on your location, order date, route schedule and seafood supply.

If you request unattended delivery or ask us to leave the order in a safe place, you accept responsibility for the seafood once it has been delivered according to your instructions.

Seafood is perishable and must be refrigerated as soon as possible. We strongly recommend having someone available to receive the order.

If you are not home and we cannot contact you, the driver may follow your delivery instructions where possible. If delivery cannot be completed because of no response, restricted access, incorrect address or unsafe conditions, a credit or refund may not be available.

Please contact our team immediately if you notice an address error. If the order has not yet been dispatched, we may be able to update it. If the order is already on the delivery route or delivered to the address provided, a credit or refund may not be available.

Available payment methods will be shown at checkout. Payment must be completed before the order can be confirmed, processed or prepared for delivery.

You can request a cancellation by contacting our customer care team as soon as possible. Because fresh seafood is often sourced, allocated and prepared for customer orders, cancellation approval depends on timing and order status.

If the order has not been processed or sourced, a full refund or other suitable resolution may be available. If the seafood has already been purchased, packed, allocated, chilled, dispatched or prepared for delivery, we may only be able to issue store credit, depending on the situation.

We recommend giving at least 24 hours’ notice before your scheduled delivery or fulfilment time. The earlier you contact us, the more options we may have.

Late cancellation may not be possible if seafood has already been sourced, packed, allocated or dispatched.

Refunds depend on the situation. If an order is cancelled before it has been processed, sourced or dispatched, a refund may be available. If the order has already been prepared or seafood has already been purchased for the order, store credit may be the most suitable option due to the perishable nature of seafood.

Nothing in our policy removes any rights customers may have under Australian Consumer Law.

Yes. Store credit may be issued where approved by our customer care team. This may apply for approved cancellations, unavailable items, eligible order issues, or other situations where credit is considered a fair resolution.

Store credit can usually be used on a future website order, subject to product availability and delivery area.

Generally, no. Because seafood is fresh and perishable, we do not usually provide refunds or returns for change of mind, incorrect customer selection, customer unavailability, or late cancellation after seafood has been sourced or prepared.

If our team needs to cancel your order because seafood is unavailable, delivery cannot be completed, or another issue occurs before fulfilment, we may offer a full refund, store credit, replacement option, or another suitable resolution depending on the circumstances.

Please contact our team immediately if you need to change your order. We may be able to help if the order has not yet been processed, sourced, packed or dispatched. Once seafood has been allocated or delivery has started, changes may not be possible.

Please contact our customer care team as soon as possible on the day of delivery. Because seafood is highly perishable, quick reporting helps us review the concern fairly.

Please provide your order number, clear photos, delivery time, packaging photos where relevant, and a short description of the issue.

Yes, where safe to do so. Please keep the seafood refrigerated immediately and keep it in its original packaging where possible until our customer care team has reviewed your concern or provided further instructions.

Please do not leave seafood at room temperature, outside, in direct sunlight or in a warm vehicle. Temperature control is very important for seafood quality and safety.

Seafood should be placed in the fridge as soon as possible after delivery. Keep it chilled, covered and away from warm conditions. Fresh seafood should not be left out at room temperature.

For best quality, consume seafood promptly and follow safe food handling practices.

Seafood should be kept chilled. As a general food safety guide, seafood should be stored at or below 5°C where possible. Frozen seafood should remain frozen until you are ready to thaw and use it safely.

Because seafood is fresh and perishable, returns are not usually accepted for change of mind. If there is a genuine product concern, please contact our customer care team immediately with photos and order details.

If our team needs to review the item, please keep it refrigerated and do not dispose of it unless it is unsafe to keep or our team confirms disposal is acceptable.

Seafood is natural and can vary in size, colour, shape, shell condition and appearance. Product photos are a guide only. If you believe the product is significantly different from what was ordered, please contact us with photos and your order number.

Seafood can have a natural ocean aroma, but it should not smell unpleasant, sour or strongly off. If you are concerned, do not consume it. Keep the item refrigerated and contact our customer care team immediately with photos, order details and delivery timing.

Unless clearly stated on the product page or confirmed by our team in writing, we do not provide custom cutting, filleting, cleaning, trimming, shucking, cooking, portioning or custom preparation services.

We are a fresh seafood delivery service. Our role is to help customers access seafood and deliver it according to the product description and order details.

Custom packing or separating seafood into individual portions is not guaranteed unless confirmed by our team before the order is placed. If this is important, please contact us first so we can advise whether it may be possible.

Yes. We welcome bulk seafood orders, family gatherings, BBQs, events and seasonal celebrations. Please contact us early with your preferred date, seafood type, quantity, delivery area and any special notes.

Yes, subject to availability and delivery schedule. Christmas, Easter and public holidays are very busy for seafood, so we strongly recommend ordering early. Cut-off times, delivery options and product availability may be different during peak periods.

Yes, you can contact our team with a special request. We will do our best to source it if available, but special requests depend on supplier availability, season, quantity, delivery timing and market conditions.

You can contact our customer care team by phone or email. Please include your order number if your enquiry relates to an existing order.

• Phone: 0452 561 800
• Email: order@prawnman.com.au

We may contact you by phone, SMS or email if we need to confirm delivery details, discuss availability, offer a replacement, confirm a special request, or resolve an order issue.

Fresh seafood delivery is time-sensitive. Your phone number helps our team contact you quickly if there is a delivery issue, address question, availability update or urgent order matter.

Yes, you may be able to send seafood to another person if you provide the correct recipient name, delivery address, contact number and delivery instructions. Please make sure the recipient is available to receive and refrigerate the seafood promptly.

We may send seafood specials, seasonal updates, delivery area updates or promotional messages to customers who have subscribed or where communication is permitted. You can unsubscribe from marketing messages where available.