Refunds, replacements & cancellations
Last updated: 2026-09-29
We sell tinned fish from producers in six countries. Occasionally a tin arrives cracked, dented, or wrong. This page explains exactly what we cover and how to get it sorted.
Short version: if the tin is our fault, we make it right. If it's a matter of taste, we can't take it back.
What we cover
Damaged in transit.
If a tin arrives crushed, dented enough to have compromised the seal, or leaking, email us a photo within 7 days of delivery and we'll either replace the tin on our next shipment out or refund the tin's price to your original card. Your choice.
Wrong item.
If we shipped the wrong tin, that's on us. Email a photo of what arrived (label visible) within 7 days of delivery and we'll ship the correct tin at no cost and let you keep the wrong one.
Missing item.
If your order says four tins but three arrived, tell us within 7 days of delivery. We'll ship the missing item on our next outbound day.
Lost in transit.
If the tracking says "delivered" but nothing arrived, contact your carrier first (they can usually locate it within 48 hours). If it's still missing after 5 business days from the delivery date, email us and we'll open a claim on our end and reship or refund.
What we don't cover
"I didn't love it."
Tinned fish is a taste thing. If a tin isn't for you, we can't accept a return — food safety rules mean we can't restock and resell something that's been out of our sight. We're happy to point you toward something you'll like better next time — email us and we'll recommend.
Opened tins.
Once the pull-tab is up, we can't refund it. Same food-safety reason.
Carrier delays we didn't cause.
Sometimes packages sit at a hub. If your order is stuck in transit, we'll help you chase it, but we can't refund a slow delivery when the carrier had it the whole time.
Special-order or discontinued items.
If a producer runs a limited allocation and it sells out, we may not be able to send a replacement of the exact same tin. We'll offer store credit or an alternative from the same producer.
How to reach us
Email orders@conservatin.com with:
1. Your order number (starts with `CT-`)
2. What happened
3. One or two photos, if a tin was damaged or wrong
We reply within 2 business days. If your issue qualifies for a replacement or refund, we'll confirm and process within 3 business days after that.
Refund method
Refunds go back to the card you paid with. Card refunds typically show up in 5–10 business days depending on your bank.
Cancelling an order
If your order hasn't shipped yet, we can cancel and refund in full. Email us as soon as you can — we usually pack orders within 24 hours of receiving them, so the window is short.
Once an order has shipped, we can no longer cancel. Follow the Damaged in transit or Wrong item steps above if there's a problem when it arrives.
This policy applies to orders placed at conservatin.com.
The Mystery Tin — how refunds work
The Mystery Tin is different. You pay a set entry ($15, $20, or $30 depending on the mode you pick). The site randomly selects a real tin from our shelf using a provably-fair seed you can verify. The tin you win is worth at least the entry price and often more — every mode's odds are set so the pool of possible tins clears the entry on expected value.
Because you're paying for the surprise, "I didn't want that tin" isn't a valid reason for a refund. But we've built in a way to make it work if you're unhappy.
Your options after a spin
Right after your win reveals, you have two choices — and a 24-hour window to pick:
1. Ship me this tin.
The default. We ship the tin you won with your next order (or as a standalone shipment if you don't have anything else on the way). Once you pick this, the tin is yours; no further refund on it unless it arrives damaged (see the main policy above).
2. Trade for 90% store credit.
Don't want the tin? Convert the win into store credit worth 90% of the tin's retail price, added to your account instantly and auto-applied to any future order. Credit doesn't expire.
The 24-hour trade window
You have 24 hours from your spin to trade for credit. After 24 hours, we assume you want the tin and we start packing it. Once that happens, we can no longer refund the spin.
The window exists because we ship on a schedule; if you're going to trade, we need to know before your tin goes on the truck.
What we can't refund on a spin
- A spin you didn't like. The mystery is the product. There's no refund because "I hoped for the grand prize."
- A spin you traded and later regretted. Once you accept credit, that decision is final.
- A tin you claimed and received, then decided you don't want. Same as the main policy: unopened but "not for me" doesn't qualify.
If your Mystery Tin arrives damaged
Same as any other order — email us within 7 days with a photo. We'll replace it with a tin from the same rarity tier or refund the tin's retail value (not just the entry price) to your original card.
Fairness — how the randomness works
Every spin generates a seed on our server before the reveal animation plays. We show you a hash of that seed (called a "commit") in the reveal panel; after the spin, we reveal the raw seed. You can hash it yourself and confirm the hash matches — that proves we didn't pick a different tin after seeing you spin.
The math behind each mode's odds is published on the Mystery Tin page. Every mode is house-positive on average — we designed it so we can keep offering it — but every individual player has a real shot at any tin in the pool, up to and including the grand prize.
Who can play
You must be 18 or older to spin. Available to customers in the US only. Not available where prohibited by local law. Refer a friend to spin? That's a normal referral — you both get the standard referral bonus, not a Mystery Tin credit.