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CUSTOMER SERVICE

Some references to help you navigate

SHIPPING AND HANDLING

Can I get my fish delivered via one-day delivery?
We deliver to all 50 states. If you live West of the Rockies AND you place your order before 11 a.m. Honolulu (HST) time, we can get your fish to you the next day. However, East of the Rockies, the time zone difference means we can’t make the deadline to get it to you via next day air. Our delivery date picker automatically pushes your delivery to 2-days from your purchase. We also don’t ship for delivery on the weekend. If you need next-day service, please add your request in the comment box and we will respond to let you know if that is possible.

Why is the shipping rate a flat fee?
Shipping from the fishing grounds direct to you is how we guarantee fresh fish. For your convenience, we have averaged the shipping cost of small orders to a flat fee of $35. If you order a cart value of more than $95, your shipping is free. We are a better value when you use us to order just a bit more than a typical trip to the store. You will find the fish is delicious, and you will enjoy it more than the grocery store fare. Many customers stock up and store our products by freezing some, or they pool orders with friends and family to get free shipping. (We have many customers who do this, using Zelle, Venmo or Paypal to square up among themselves)!

If you live in Hawaii we show our kokua by making your flat shipping rate $9.99. And your orders over $95 in cart value are free as well!

How is my fish processed?
Our fresh fish is quality checked no less than three times, as well as a fourth when we hand cut and portion your order. All our fresh products are meticulously handled to ensure quality and food safety, before we vacuum seal your order. Our frozen fish are all flash-frozen on board the catching vessel or immediately after harvest for farmed products, like our Kauai shrimp.

Hand cutting your order means your portion or fillet will not hit an exact pound mark. We do not charge your credit card till we record the actual shipping weight of your hand-cut product. Your bill will reflect that difference of slightly over or under the exact pound mark.

OUR BRAND

Is your fish sustainable?
All of our wild fish is either certified sustainable, or is caught in a fishery where we are partnering with the fishers to improve practices and attain sustainability certification. (Those initiatives are often referred to as fishery improvement projects. Learn more about our work to create more sustainable fisheries here.)

Our farmed salmon is sourced from Chile, Canada, and New Zealand. All of our salmon is certified by either the ASC (Aquaculture Stewardship Council) or by BAP II (Best Aquaculture Practices, Level 2). These certifications verify that the farms are using best practices for their salmon rearing and grow out. This verification is extremely important, as we seek to minimize any negative impacts to the environment. Our goal is to push all aquaculture to the highest standards. That takes time and effort, but most importantly, support from customers who demand (and reward) practices for a healthy environment. 

How is Fresh Seas Market related to Norpac Fisheries Export?
Fresh Seas Market is a new brand catering to people who appreciate premium quality seafood that is also environmentally sustainable. Our parent company, Norpac, sells wholesale to fine dining restaurants and other retailers, and they supply our fish as well. Founded in Hawaii in 1986, Norpac has more than 30-years of experience providing premium, provable seafood that is responsibly harvested. When you see the Norpac logo on our products, you can know that our fish will be safe, fresh, and delicious. Your purchase is good for the ocean and for the fishers who make their living on the water.

What is ‘provable’ seafood?
Do you know where your seafood came from? Most of the time, your grocer or waiter can’t tell you the specifics of where it was caught, when, and how. Those things matter—both so that you know you’re getting the fish you paid for, and that the fish is sustainable. Without detailed information, you can’t know whether your purchase is harming the oceans, or the communities where the fish was caught.

Our fish is carefully tagged as it comes off the boat so it can be traced; we can prove where it came from, as well as the details of how it was caught. You can see that information by scanning the QR code on the fish package. This level of provable data capture is unfortunately rare in the industry. We’ve done our homework to earn your trust.

TROUBLESHOOTING

My fish didn’t arrive in the condition I expected. What should I do?
Our packaging and shipping are designed to ensure your order arrives in pristine condition. However, we cannot control everything during the journey; if you have concerns, please contact us. We can advise you, and in all instances, we’ll make it right because we care.

Where can I find my tracking number?
Your tracking number will be sent in a separate email from your order confirmation.

Is it OK to freeze fresh fish if I’m not going to eat it right away?
Yes. We have directions on how to do that here.

COOKING YOUR FISH

What’s the best way to prepare my fish?
We have many suggestions for you in Tom’s Kitchen. If you subscribe to our newsletter by entering your email in the footer below, you’ll also get a head’s up on new recipes and chef events.

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