Do I need an account to place an order?
Nope! You can check out as a guest. However, creating an account lets you add products to your cart and checkout fast. You’ll also be able to track all your orders.
How is my order packaged?
Your seafood arrives carefully packaged in a 100% biodegradable, recyclable spun cotton, thermal-insulated liner within a corrugated box.
We only use food-safe, frozen gel packs to keep your seafood cold. Feel free to reuse your frozen gel packs. Select frozen items use dry ice and this is noted on our product pages.
The food itself comes in a variety of packaging types based on the item(s) you order.
You may notice some differences for the items that are shipped from our marketplace partners. These items are noted on our product pages.
Is the packaging sustainable? How can I dispose of my packaging?
Yes! We continuously strive to find the most sustainable options that provide you with the highest quality seafood.
The cotton liner is biodegradable. It can also be in store recycled as a #4 plastic anywhere that accepts household textiles. The cotton is 100% postindustrial content with no post-consumer. This is important b/c post-consumer cotton is not biodegradable because it has too much synthetic material in it. They also can be recycled anywhere that accepts household textiles. Here is some additional information on how to recycle the liner. If you would prefer to re-use the product here are some great ideas on how to do so!
The gel packs are food safe, non-toxic and can be consistently refrozen and reused. They can also be opened and used to water house plants. The plastic should then be thrown away. We are working on finding a film that is recyclable.
If your item is shipped with dry ice please be careful to not touch the dry ice with bare hands because contact can cause severe cold burns and frostbite. Instead, use thick gloves or tongs to remove the ice, and let it evaporate outside or in a well-ventilated area. Keep it away from children and pets. Do not put dry ice in tightly closed containers or down a drain.
If you do not see any dry ice remaining, then it has evaporated (dry ice is frozen carbon dioxide) but that doesn't necessarily mean your shipment is unsafe. Check if your seafood is still cold to the touch and contact us if you feel that your shipment did not arrive in good condition.
The corrugated box is also biodegradable and recyclable. Here is some more information on why we believe corrugated is a great choice!
How does my order stay cold and fresh?
Our liner keeps the cold air in and warm air out. The frozen gel packs are used to keep your seafood cool and fresh. The combination of the liner, gel pack and cardboard box is designed to keep your seafood at the optimal temperature and prevent your fresh seafood from freezing. Select frozen items use dry ice and this is noted on our product pages.
To ensure the product arrives in perfect condition we conduct a variety of testing with different shipment lengths and different external temperatures.
Can I modify my order after it is placed?
As long as your modification comes in before 10:00 PM EST the day before it is to be shipped out, our customer service team will do their best to make the requested changes to your order. Visit the Contact Us page for information.
What if an item is UNAVAILABLE?
If you have elected to receive substitutions (see shipping section of checkout), on rare occasions when product is not available in the market or not of sufficient quality (most commonly due to weather), our fishmongers will select the best available substitute based on taste, texture and cooking attributes. If a substitute is available we will notify you when the order ships, and the price will be adjusted if the substituted item is less expensive than your original item.
If our fishmongers are aware of availability issues in advance or your order shipping, our Customer Experience team will contact you to review your options. In the event that last-minute changes occur, we will not be able to contact you proactively because this process occurs between 1:00 AM and 7:00 AM EST each day.
If an adequate substitution is not available - or if you have elected to not receive substitutions - your order will ship without the unavailable item(s) and a refund will be issued.
How do I track my order?
Our orders are generally shipped via Federal Express. Once your order has been shipped, you will receive an email with the tracking number for your order.
What is your return policy?
We want to make sure you are happy with your order. Please contact us with your order number. Our team will ask you about your order, and may request photos of the products/box, so please hold on to all packaging and products.
What if there is an issue with my order?
We’re sorry to hear that. If there is an issue with your order, please contact us.