Can’t find the answer you’re looking for? We’ve shared some of our most frequently asked questions to help you out!
Why are you doing this?
People need to eat, and seafood remains a crucial part of the food supply. We figured we better find a way to get it to the consumers’ plates so we reached out to our employees, suppliers and partners (which included every link in the supply chain from fishermen to delivery drivers) and they were all in. Everyone agreed we had to do this and we especially needed to find a way to help out those who were particularly vulnerable during the coronavirus pandemic.
Where does the seafood come from?
All of the seafood is sustainably harvested or produced, primarily in British Columbia. We bring in some seafood for which there are no local direct substitutes and those products are also sustainable or Fair Trade certified.
Is this seafood safe?
Oh my goodness yes. We’ve locked down our facility and measures have been taken to limit contact between production and delivery staff. Office staff are working from home. We’ve stepped up hygiene and sanitation practices and our premises now look more like a pharmaceutical or high-tech cleanroom than a fish handling facility. If you want to know anything about the coronavirus and food, we recommend you visit the B.C. Centre for Disease Control web site where they provide a thorough explanation (http://www.bccdc.ca/health-info/diseases-conditions/covid-19/about-covid-19/food-safety).
Can I substitute products in your “packs”?
Sorry, but in order to keep the cost down and the efficiency high, we developed a range of standard product offerings that our chefs told us should work great for people that are locked-in and want to do some seafood home cooking. However, we've recently added an a la carte menu option so that if you are not happy with our pre-created packs, you can choose your own mix and match items.
I love fish but I don’t really know how to prepare it?
Well this is your lucky day. Normally, we sell the same seafood that we’re supplying to you to the top chefs in the world, some of whom are Michelin-starred. With their restaurants forced to close, we asked them if they wouldn’t mind helping you out by providing some very simple preparation tips. They responded enthusiastically and have created short videos and recipes that will allow you to astonish and amaze with your new-found seafood culinary capability. You can find these videos and recipes on the Chef Tips page. Please thank these great chefs with your patronage when the opportunity arises.
Do you have access to an unlimited supply of seafood?
We wish. We have a reasonably healthy inventory and make sure we stock up during our fishing season. However because we fish sustainability there are always limitations on the amount of fish we can catch. If we run out of inventory, product will appear as sold out. We are working with government agencies to not only keep our employees safe and healthy but to also ensure the safety and health of the fishermen who on top of braving natural storms now have this one to contend with too. They’ve told us there is no higher purpose than to do what they can to help out their fellow Canadians. We ask that you remember that when this storm passes.
How is the seafood packaged?
We use recyclable packaging wherever possible. For orders shipped through our partner carriers, we pack in proprietary recyclable packaging with dry ice that allows us to maintain the cold chain for its journey.
What are the delivery options?
We are one of the few seafood companies in North America that offers next day delivery on the dates YOU choose. We’ve developed a delivery system that enables us to do that while providing a lot of deliveries over a broad geographic area. To assist us, we’ve provided a DELIVERY INSTRUCTIONS box on our order page and would ask that you let us know if you have any special instructions on how you would like your order delivered. To keep our deliveries contactless, we ask that you indicate if you want your order left at your door, a reception desk, or a secure location. We will advise you by text, voice or email when your order has been delivered.
Where do you deliver to?
We deliver to most metropolitan areas from Quebec west. Please visit our Local Delivery and Shipping Locations pages for the locations we deliver to.
Unfortunately we are unable to provide next day delivery to the Maritime provinces.
How is your product delivered to me?
All our products are either shelf stable or frozen and traceable. For local deliveries in the lower mainland and Vancouver area, we use our own fleet and dedicated carriers who can keep your product refrigerated during transport. Because our vehicles are refrigerated, we do not add gel packs or dry ice into your order so we ask that you please order based on your home availability so that you’re there to collect your order when we deliver it. For all locations outside of the lower mainland and across Canada, we pack your seafood in recyclable proprietary insulated packaging with dry ice. We use enough dry ice to maintain the cold chain for 24 hours but ask that you order based on your availability to ensure product integrity is maintained.
Can I request a specific time for my order to be delivered?
We are one of the few seafood delivery companies in North America that allows you to choose the day you would like your order to arrive. However, we are unable to guarantee a specific time window for when your product will arrive. We will send you a notification when your order has been delivered and we ask that you make every attempt to be home to receive it.
Can I arrange to have an order delivered to someone?
For sure. Just complete the order form with the shipping address you wish to have the order delivered to and we’ll take care of it for you. We also offer e-gift cards if you are unsure on what that special someone wants.
Do I have to pay taxes?
Only GST/HST on the delivery charge.
When will I receive my order?
You can choose the day you wish to receive your order during the checkout stage. Order before 1:00 pm and your order can be delivered as early as the next day. (I know - that's crazy isn't it!)
For Lower Mainland residents we deliver Monday to Friday between 8:00 a.m - 6:00 p.m. Lower Mainland residents who wish to pickup their order can order up until Friday before 1:00 pm for Saturday pickup between 1:00 - 4:00 p.m. at our False Creek location.
All other locations across Canada are delivered Tuesday to Friday on the date of your choosing.
What do I do if I don’t receive my order?
Just call us at 604-447-7728 or email us at firstname.lastname@example.org, provide your order information, and we’ll chase it down and ensure that you receive that which you ordered.
What do I do if there is a problem with my order?
Just call us at 604-447-7728 or email us at email@example.com, provide your order information, tell us what the problem is, and we’ll do everything within our power to remedy it.
How do I make changes to an order that I’ve already placed?
Just call us at 604-447-7728 or email us at firstname.lastname@example.org, provide your order information, tell us what you want to change, and we’ll see what we can do to make you happy.
May I phone in an order?
You sure can. Just call us at 604-447-7728 and we’ll take down your information and process your order.
How do I contact you if my question isn’t answered here?
Just call us at 604-447-7728 or email us at email@example.com with your question and we’ll put you in touch with the best person to answer it.
You mentioned you have a social enterprise initiative called “Neighbors Helping Neighbors”. What does that mean?
We work with a number of not for profit social enterprises in the communities we service. With every order you place, we donate seafood to two nutritious meals for those how need it most. Among the many non-profits we work with are A Loving Spoonful, Union Gospel Mission, Goodly Foods Society, Growing Chefs, Squamish Food Bank and The Stop Community Food Centre in Toronto. Your support of this program makes you yet another neighbour helping other neighbours in your community.