Do you fish sustainably?
It is our pleasure to meet federal requirement to both fish and process sustainably.
How long does it take to get my order if I choose FedEx Ground?
That really depends on when you order and where you are located.
- If you are in Washington or Oregon State you will receive your order in one business day once it has been shipped (shipments only occur Monday-Wednesday for this region).
- If you are located in California, Utah, Idaho, Northern Nevada then you will receive the package in two business days after it is shipped (shipments occur only Monday-Wednesday for this region).
If you are in Montana, Wyoming, Colorado, Southern Nevada, New Mexico and Arizona then shipments arrive three days after shipping (shipments only occur Monday-Wednesday for this region).
- If you are in North Dakota, South Dakota, Nebraska, Kansas, Oklahoma, Texas, Minnesota, Iowa, Missouri, Arkansas, Louisiana, Wisconsin, Illinois, Michigan, Indiana, Ohio, West Virginia, Kentucky, Tennessee or Mississippi then you will receive your package 4 business days after shipping (shipments occur only Monday and Tuesday for this region).
- If you are in Alabama, Florida, Georgia, South Carolina, North Carolina, Virginia, Maryland, Washington DC, Delaware, Pennsylvania, New Jersey, New York, Connecticut, Rhode Island, Massachusetts, Vermont, New Hampshire or Maine then you will receive your package on the Saturday after shipping if residential address, DO NOT USE COMMERCIAL ADDRESS (shipments occur only on Monday for this region).
*Orders require 24 hours to process before shipping. Holidays may cause shipping delays. Any questions on shipping can be addressed to email@example.com.
I tried placing orders and the site says they were declined but I seem to have been charged for them. What is going on?
If you are using Paypal please contact us and we will take a look into it. If you are using a credit/debit card then please read below.
Authorization hold is the practice within the banking industry of authorizing electronic transactions done with a debit card or credit card and holding this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold “falls off.” In the case of debit cards, authorization holds can fall off the account (thus rendering the balance available again) anywhere from 1–5 days after the transaction date depending on the customer’s bank policy; in the case of credit cards, holds may last as long as 30 days.
When a merchant processes a customer’s credit card, the credit card terminal connects to the merchant’s credit card processor and verifies with the customer’s bank that the customer’s account is valid and that sufficient funds are available to cover the transaction’s cost. At this step, the funds are “held” by their bank and deducted from the customer’s credit limit (or bank balance, in the case of a debit card) but are not yet transferred to the merchant. To protect against credit card fraud merchants may employ fraud detection measures such as Address Verification Services that match the customer’s address information with that on record at their bank.
If incorrect information is provided the transaction will be declined on the merchant’s site, but it may take up to anywhere from 1–5 days after the transaction date to release the funds hold, depending on the customer’s bank’s policy. Some banks allow the removal of a hold from an account by the merchant. However, many banks do not. Such requests usually require information such as the cardholder’s name, card number, authorization number and transaction amount. Due to the fact that most banks cannot verify that the request from the merchant is someone who has authority to ensure the charge will not settle, they require the hold to remain, according to their bank policies.
Why do you have such odd shipping schedules?
We ship perishable items and because of that we have to use very strict schedules for shipping otherwise we risk the goods arriving very late and spoiled. Delays occur due to weekends and holidays. If you wish to know when your order will be shipped simply send us an email.
How much is shipping?
When you add an item into the shopping cart you will be able to calculate shipping in your shopping cart. The calculate shipping button will ask for your city, state and zip code and it will give you the shipping options.
Last time I ordered Pink Salmon Caviar and this time I ordered King Salmon Caviar and it came out to be much saltier than before, why is this?
Every species of Salmon Caviar holds salt in different concentrations. By law we have to have a minimum amount of 3.2% salt otherwise we can be seriously fined by the FDA. But every species of Caviar holds salt differently so it may be 3.2% but it may taste differently. We recommend purchasing 1kg of a caviar that you have not tried yet so that you can make sure you know whether it fits your liking.
Will the products spoil by the time they get to my home?
No, we ship all of our products with enough dry ice to last the time it takes to get to your home, plus 2 extra days.
Can I judge exactly what I want by the photographs?
All photos are for artistic reference. Just like clothes are put on a model, we often display our seafood in its finest form, such as when freshly cooked in a recipe. Therefore, do not judge by the pictures.
What is dry ice?
Dry Ice is what you get when you freeze carbon dioxide to a temperature of −78.5 °C (−109.3 °F), making it go straight from a gas to a solid form. Dry Ice will turn back to the gas CO2 as it thaws and will not have a liquid form. We ship our premium seafood packed in dry ice to preserve freshness. Dry ice is safe with food but due to its very low temperature handling it with unprotected skin will cause frostbite within seconds. Dry Ice should only be handled with some kind of thick glove to protect the hands.
Can you get me caviar with less salt?
Because the FDA requires a minimum of 3.2% salt quantity in all legal caviar production, we cannot provide a low-sodium caviar.
My local store sells this year's fresh caviar and your caviar is last years. Do you have fresher caviar?
If it is before August then "no" because Salmon caviar season is only July-September. So if your local store promises 2016 season caviar in the month of March 2016 then you are either not getting the truth or you are getting illegal caviar. If it is past August then "yes", we should have the newest season’s stock.
How long will caviar stay fresh?
If kept under -18 degrees C then it will last for 24 months, if in commercial freezers then 5 more months, if thawed in the fridge then 30 days.
What is the difference between grade 1, 2 and 3 Caviar?
Caviar grades are decided by the quality of the egg itself. If the egg is lower quality then it is less stable and will break and leak much more easily. Thus we must use more salt to sustain the structure of the caviar. Due to this lower standards of caviar will be saltier and will tend to leak more.
Do you give free samples?
What will the IQF fish look like when it arrives?
It will be all in one original poly-liner bag that comes from the processing plant. The fillets will not be individually packaged or wrapped.
For any further questions please email us at firstname.lastname@example.org