FAQ
Frequently Asked Questions
Customer Service
If you cannot find an answer, please email us at info@annasea.com or call during business hours Monday - Friday 6:30 AM-3:30 PM PST at 253-372-8868.
Messages are checked daily Monday-Friday during business operating hours.
Are there discounts?
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Shipping Costs
We understand the cost of the shipping (fish) is higher than the cost to ship a dry product. With perishable products, the only option we have is to send it Next Day Delivery using gel ice. We offer customers our volume business rate for UPS shipping. It’s all calculated on the box dimensions, weight and destination location.
There are a couple options to help defray the shipping cost though:
- We have found that due to the cost of shipping, customers have co-ordered with friends/family and had it all shipped in one box to share the shipping cost.
- Please see our list of US retailers. We have some retail locations that sell our frozen poke in the freezer aisle. They don’t carry all the flavors, but it is another option if you want to try our products.
- Costco deli also carries Annasea fresh poke. This product is fresh, so would have to be consumed within days of purchase, but still another way of accessing our product.
Can I add items to my existing order or make a change?
We cannot make changes to an online oder once it's placed. The product and weights for each order determine the packing weight and calculated shipping costs. If you need to cancel an order that has not been shipped, we can do our best to cancel the order. Please email us Monday-Friday by 10 AM PST if there is change. This can only be completed during regular business hours, Monday-Friday 6:30 AM - 3:30 PM PST. An order is not considered cancelled unless you receive a formal cancellation email.
Shipping Policy / UPS Next Day Air vs. UPS Next Day Saver
Annasea Foods Ships across the 48 contiguous States plus certain areas in Alaska and Hawaii.
We use UPS for next day delivery. All orders must be delivered to a US address; No delivery to a PO Box. We require a phone number to be listed for all orders should a delivery driver need access into a building or gated neighborhood.
UPS Next Day Air and UPS Next Day Saver is an overnight shipping service. Both offer expedited next day shipping. Next Day Air Saver is a slightly lower rate. Typically, Next Day Air delivers mid-morning to mid-afternoon while Next Day Saver deliveries to residential addresses by end of day.
Due to Covid-19, UPS has suspended guaranteed times. We do not know when this will be lifted. Learn more at UPS Shipping
We pack and ship all products with gel ice and styro boxes to ensure freshness. Once the package leaves our facility, we cannot control how it is handled by UPS.
When do I need to place my order? When do orders ship?
Frozen seafood is perishable. We ship all orders UPS next day delivery. Orders ship Monday-Friday except Federal Holidays.
Online orders placed by 11:59 PM (PST) Sunday-Thursday ship next day. Orders placed Friday, Saturday, Sunday ship Monday (unless Holiday).
Due to weather, mechanical issues and Covid-19 related issues, there may be delays we cannot control. If it is carrier related and UPS contacts us during business hours, we will contact you (or please contact us at 253-392-8868 or info@annasea.com) to help you out.
Shipping is calculated at check-out based on weight and delivery zip code.
What is the return or refund policy?
Refunds are issued on damaged products only. Please photograph (time stamp if it is a delivery error) and send evidence of damage to product to info@annasea.com. Upon review, we'll refund or replace your product.
We are unable to accept returns due to shipping of perishable products.
UPS Delay and Food Temperature
If your box is delayed a day by UPS, please use a thermometer and temp the product upon arrival. We need you to get the temperature of the product, not just the air inside the box. Do not puncture the bag, just lay the thermometer on the outside of it. Your product needs to be 40 degrees Fahrenheit or less. If it is, it is safe to freeze. You may have some items that are under 40 degrees F and some warmer. If your product is over 40 degrees Fahrenheit, please take a photo and send it to us at info@annasea.com
Do you list allergens by products?
Annasea meets FDA guidelines. Common allergens are listed on packaging. Please review nutrition panel on each product for more information.
Is raw fish safe to eat?
Consuming raw or undercooked meats, poultry, seafood, shellfish, or eggs may increase your risk of food borne illness.