Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at firstname.lastname@example.org
There is a $50 order minimum. We offer free delivery if your order is over $149! For all orders under $149 there is a delivery fee of $25.
Great question! Your deposit serves as a retainer for the variation in cost for 'catch weight' items. A catch-weight item is any product that is sold and charged by the pound (i.e. ahi tuna steaks, salmon fillet, crab, lobster, etc). We always aim to deliver what our customers order, but inevitably these types of products vary in size, shape, and weight. After we pack and ship each order, we recalculate the order total, including catch weights, and issue a refund, if any.
We label products as 'sashimi quality' if they can be consumed raw.
Fresh cut fish are packed in the portion size indicated for that fish. Most fish are packed with a moisture wicking pad/paper and sealed in a plastic bag or container. We do not vacuum pack any fresh items processed at Truefish. Frozen and dry goods are packed and sold in the size/portion indicated. Our team will pack each item carefully in an insulated container and include sufficient gel ice to keep your items cold. We do not use dry ice so some items that are packed frozen may not remain completely frozen upon delivery but are safe to immediately put in your freezer at home.
Members of our team arrive as early as 2 am to start cutting and packing your seafood order. All fresh fish is cut in the morning on the day of delivery. Each Truefish member is trained to follow proper procedures and standards to keep everything clean and sanitary.
All orders are delivered by 6 p.m. Unfortunately, our system does not currently allow accurate delivery times or eta for your order. If you need advanced notice from the driver, please leave additional instructions for the driver to contact you before delivery. They will do their best to accommodate reasonable requests regarding delivery.
You do not need to be home, but it is preferred that someone can be there to accept the package as the contents are perishable. Our drivers will provide contactless delivery by placing your order by the front door and ringing the doorbell before leaving. If you have an address where this would not work, please leave additional instructions on how to deliver your order effectively.
Please place your order by 11pm the day before desired day for pick-up or delivery. Currently, we offer next-day delivery at the earliest (no same-day delivery).
We will do our best to accommodate requests, but generally we are unable to make changes given the perishable nature of our products. If you need to make a change, please email us at email@example.com
We cannot accept returns. Cancellation may be possible if written notification is given at least 2 days in advance and acknowledged by a Truefish team member.