Frequently Asked Questions
If you cannot find an answer, please email us at email@example.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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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 continuous 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. As we move closer to peak season (Christmas) this suspension of guarantee will continue. 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 firstname.lastname@example.org) 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 email@example.com. Upon review, we'll refund or replace your product.
We are unable to accept returns due to shipping of perishable products.
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.
Are your frozen fish and poke kits safe to eat raw?
It can be a challenge to find salmon and tuna fresh enough to use for sashimi without worrying about adverse side effects. We create our product with the understanding that we cannot determine how a customer plans to use the fish, therefore we ensure ALL of our products (with the exception of our frozen burger line) are ready to eat, including being consumed raw.