Frequently Asked Questions
RETURNS AND EXCHANGES
Can I return or exchange my item?
Salmon Sisters honors returns for eligible items purchased within 30 days from our Flagship Stores or shipped within 30 days from our webshop. All items must be in like new condition (unworn and unlaundered) for full credit. Markdowns, frozen and shelf stable (provisions) seafood, and products marked as “final sale” are not returnable. Final Sale is included in bold in all products description. If you purchased from our webshop within the 30 day period, you can initiate a return through our easy, online Returns and Exchanges Center (enter the first 5 digits of your order number only). A $2.00 service fee will incur once the return/exchange is initiated. Return shipping costs are the responsibility of the customer.
If a customer wishes to return a like new item between 30-60 days after purchase or shipment, you will be refunded store credit via an electronic gift card. Please follow the exchange protocols below or contact firstname.lastname@example.org for further instruction.
PO Box 230
Homer, AK 99603
Salmon Sisters honors exchanges for eligible items purchased within 30 days from our Flagship Stores or shipped within 30 days from our webshop. All items must be in like new condition (unworn and unlaundered) for an exchange. Markdowns, frozen seafood, and products marked as “final sale” are not exchangeable. If you purchased from our webshop within the 30 day period, you can initiate a return through our easy, online Returns and Exchanges Center (enter the first 5 digits of your order number only). A $2.00 service fee will incur once the return/exchange is initiated.
Please include your original order number, name, email, and shipping address with the item. Customer pays shipping to our Returns/Exchange Center, and we will ship your new item back to you at no cost! Customer service will be in contact via email within 3 days of receiving your return shipment to update you on your exchange.
PO Box 230
Homer, AK 99603
Can I return/exchange an item purchased from one of the Salmon Sisters stockists?
If your item was purchased through one of our stockists, please work with them directly to process your return or exchange. We do not offer returns or exchanges without proof of purchase from our webshop or Flagships Store in Homer.
How long does the return/exchange process take?
If you requested an exchange, we will mail your new item within three business days of receiving your package, and will send a tracking number by email. If an item is returned, we will issue a full refund within 3 business days of receiving your package and will email you a notification. Depending on your financial institution, your account will be credited within approximately 3-5 business days.
Can I return or exchange a gift?
If you would like to inquire about returning a gift or an exchange please email Customer Service.
Can I return or exchange an international order?
Yes, however, Salmon Sisters is unable to provide free shipping labels for exchanges or returns on international orders. If you wish to return an item, you may ship to: Salmon Sisters Attn: Returns/Exchanges, PO Box 230, Homer, AK 99603. We will issue a refund or store credit within seven business days of receiving your item(s).
How long will it take for my order to arrive?
Please allow 3-5 business days for your order to be processed, packaged and delivered to the Post Office in Homer, AK for shipment. Please allow 2-3 business days for your order if it includes Salmon Sisters x XTRATUF styles or Wild Alaska Seafood box to be processed, packaged and shipped from our cold storage and fulfillment center in Washington. Shipping time will depend on method selected at checkout. Please note that your items may ship from separate locations. Each shipment will include a packing slip listing the fulfilled items.
How do I track my order?
You will receive an email with order confirmation immediately upon ordering. An email with tracking information will be sent as soon as your package has been scanned into the USPS, UPS or FedEx systems (within 3-5 business days of placing your order).
What are your shipping rates?
Orders are shipped through USPS and UPS ground and air service from our fulfillment center in Washington state, as well as from our Flagship store in Homer, Alaska. Frozen seafood shipments are shipped Monday through Wednesday from our fulfillment center by a variety of air carriers. Orders for frozen seafood will be given the option of Free Shipping at checkout, the code will read: FREEFISHBOXSHIPHANDLE.
Does Salmon Sisters ship internationally?
We do! Upon entering your international shipping address at checkout you will have the option to ship via USPS First Class International Mail. International shipments require a minimum fee of $50.00 with the possibility of additional charges based on location. Additional duties may apply for international shipments. Salmon Sisters is not responsible for additional charges associated with international shipments.
We do not ship frozen fish boxes to outside the United States, or to the U.S. Virgin Islands. Orders placed with these shipping destinations will be refunded.
Can I make changes to my order after placing it?
You are welcome to contact Customer Service to make changes to your order after placing it. Please note that updates to an order can only be administered before a shipping confirmation is sent, so get in touch as soon as possible.
What does it mean if an item is listed as Pre-Order?
Salmon Sisters makes small batches of custom items which are sometimes available for pre-order between two weeks and three months before the listed shipping date. We offer customers the ability to order particular styles in advance and reserve an item while it's still in production. Items for pre-order are clearly marked in the product description with their expected ship date. Customers will receive an email update about when their items are expected to ship.
We ask for your patience if your pre-order item is shipped later than expected due to unforeseen manufacturing and logistical delays. When a pre-order item ships from our fulfillment center, customers will receive a shipping confirmation email with tracking information. If you have questions or concerns about a pre-order item please contact Customer Service.
Where do I enter a gift card, store credit or promotional code?
All codes can be entered into the discount code box at checkout.
How does Salmon Sisters source their products?
Salmon Sisters screen print apparel is sourced from the following manufacturers because of their responsible practices and commitment to their employees, customers and the environment. We have picked suppliers that share a unique combination of fair labor practices, local production, commitment to using recycled and organic materials and sustainably sourced ingredients. We believe in transparency in our design and manufacturing process. If you have questions about how a particular garment is manufactured please reach out to the supplier’s customer support team.
How can I tell what size I am?
Each piece of apparel has a unique size chart that details the measurements of each of our garment sizes on the product page. Fit guides and helpful sizing tips can also be found on the product page. If you have any additional questions regarding the specific sizing or dimensions of a particular product, please get in touch.
Where can I share feedback?
We truly value your feedback! You can leave a review on a product page on our webshop or contact Customer Service with any suggestions, comments, or ideas for improvements.
What kind of Gift Cards are available for purchase?
Electronic Gift Cards with values between $30 and $300 are emailed to recipients upon purchase. The email includes instructions on how to redeem a gift on the Salmon Sisters webshop.
How are Alaska’s commercial fisheries responsibly managed?
Alaska has over one million square miles of rich fishing waters – and every mile is a precious resource. Our fishing is anchored in strict conservation practices so that delicious Alaska Seafood can be enjoyed for generations to come. Sustainability is written into our State Constitution, and every day fishermen, scientists, conservationists as well as state, federal and international organizations work together to responsibly manage our fisheries and care for our waters. The secret to Alaska’s success lies in responsible fisheries management and sustainable fishing practices that take care not to harm the fish, other marine plants and animals, nor the environment. Alaska’s fisheries meet the criteria of the United Nations of Food and Agriculture Organization (FAO) Code of Conduct for Responsible Fisheries, the most comprehensive and respected fisheries management guidelines in the world. If you would like to learn more, download the sustainability guide, “Alaska Seafood Sustainability in Plain English.” Click here
Why choose Alaska Seafood?
There are so many reasons to choose seafood from Alaska! Most importantly, it’s wild. Wild-caught salmon, whitefish and shellfish mature at a natural pace, and swim freely in the pristine waters off Alaska’s rugged 34,000 mile coastline. Alaska seafood is known around the world for its superior flavor and texture, which come from the fish feeding on their natural diet of marine organisms and from annual migrations in the cold North Pacific. This makes Alaska seafood versatile and easy to prepare using your favorite cooking method, whether you like to grill, poach, bake or saute, you can have a delicious meal on the table in minutes. You will be making a meal that is nutritious, low in saturated fat, and high in “good fats” – heart-healthy omega-3s. Alaska seafood is an environmentally responsible choice, since our state uses careful management based on conservation to assure abundant fish stocks in the future. And finally, by choosing wild Alaska seafood, you are supporting Alaskan families and communities. The seafood industry is our state’s largest private sector employer. Each small salmon fishing vessel, for example, is a floating family business, contributing to state and local economies. Our own family runs three boats that harvest wild Alaska salmon, halibut, cod and sablefish and we love sharing our catch with you!
Where can I learn more about Wild Alaska Seafood?
The seafood bounty of Alaska is unrivaled. If you’re curious about how your fish was caught, its seasonal availability, its flavor profile, nutrition facts or preparation methods, click here to visit an interactive guide with helpful videos, images and information.
For information on Alaska seafood food safety click here.
For more on the economic benefits of Alaska seafood click here.
For delicious Alaska seafood recipes, you can order our cookbook: Salmon Sisters: Fishing, Feasting and Living in Alaska – which contains our family's favorite ways to prepare wild fish.
How is Salmon Sisters frozen seafood shipped?
You will receive a fully recyclable cooler set made from recycled cardboard fibers wrapped in kraft paper, carefully packed with frozen, individually vacuum-packed portions of seafood with an insulated liner and dry ice or gel packs to keep your seafood in premium condition during its journey. The cost of shipping and handling is included in the cost of the box. Deliveries are made directly to your door by air freight carrier (FedEx, DHL, UPS).
When will my fish ship?
We batch our frozen seafood orders into weekly shipments, leaving Monday through Wednesday with tracking information emailed directly to customers by the end of the business day. Orders placed Thursday through Sunday will ship the following Monday through Wednesday. Please include a phone number and email address upon checkout to ensure air freight delivery staff has a number to contact if any delivery complications arise.
If you would like to request a particular shipping date please contact Customer Service.
Your order will arrive with no signature required. It is essential that customers are present at the shipping address to receive this perishable product. Neither Salmon Sisters nor the carrier will accept liability for shipments delayed due to incorrect or change of address while in transit. If your shipment is delayed, please contact the carrier first and provide them with tracking number. Delivery times cannot be scheduled. We cannot ship to PO or APO boxes, if customer adds PO box as shipping destination they will be contacted by our customer care team to find an alternate address. Apartment building deliveries will be left with doormen or front office, if available. Customers can check the status of their shipment using the tracking information emailed to them when their order leaves our fulfillment center. Customers are welcome to work with the carrier to hold their package at a local facility for pick up.
Salmon Sisters is not responsible for partial thaw or quality concerns for shipments that were not collected by customers in a timely manner when accurate shipping information was provided. If you are for any reason unsatisfied with your order, send us an email Customer Service and we will find a solution together.
Do you ship fish boxes internationally?
No. We are unable to ship our frozen fish boxes outside the United States or to the U.S. Virgin Islands.
How do I care for my fish once it arrives?
Upon receiving, open the box and transfer to your freezer, carefully handling the portions to avoid breaking the vacuum pack seals. Frozen fish will keep well in your freezer for up to nine months.
Your fish will arrive cold to the touch. The top layer of portions or fillets may be partially thawed upon arrival even when packed with dry ice or gel packs. Either immediately put them back in your freezer to retain the premium texture and taste for another meal, or thaw one or a few fully to eat as your first delicious meal.
Our boxes fit easily inside a regular freezer and take up approximately one cubic foot of space. The individually vacuum-packed portions can be easily stacked on freezer shelves or in drawers.
What is the best way to thaw and prepare my fish?
We recommend you keep your fish frozen until the day before you plan to cook it and thaw it overnight in your refrigerator. When in a hurry, you can also submerge your vacuum-packed fillet or portions in cool water for 25 minutes to thaw before cooking.
As a general rule, for each inch of thickness, allow ten minutes of cooking. Fish is easy to overcook because it continues to cook even after removed from heat. The inside of your fillet should be slightly translucent when finished. Preparation techniques include grilling on high heat, baking at 400 degrees F, or marinating and sautéing in a hot skillet.
For our family's favorite simple and delicious fish recipes, order our cookbook Salmon Sisters: Fishing, Feasting, and Living in Alaska.
Why should I choose fresh-frozen fish over fresh fish found at my local seafood counter?
When it comes to most food, fresh is better. Sure, there's nothing quite like fresh fish, straight from the fishing boat. However, if you're anywhere beyond the immediate coast, the truth is that your seafood is at least 5 days old before it shows up at your supermarket and even older once it makes its way to your plate. Our fish is processed and frozen immediately after it hits the dock, and kept frozen until you decide to eat it, to maintain quality and freshness.
What if I'm not satisfied with my seafood purchase?
If you are for any reason unsatisfied with your seafood, contact us and we will find a solution together. All Salmon Sisters seafood (shelf stable and frozen) is final sale.
Where can I buy the Salmon Sisters cookbook?
The Salmon Sisters: Fishing Feasting and Living in Alaska can be purchased everywhere books are sold! Check your local bookstores and gift shops. You can buy a signed copy on our webshop and in our Flagship store in Homer, Alaska.
How do I open an account to wholesale Salmon Sisters at my retail location?
As of March 20, 2020, Salmon Sisters has stopped accepting wholesale account applications. Please contact us if you have any questions.
Where can I find Salmon Sisters stockists and retail locations?
Visit our helpful stockist page to find a retail location carrying Salmon Sisters products in Alaska. Please note that Salmon Sisters is unable to field requests of what the particular stores have in stock and does not offer refunds or exchanges for merchandise purchased from these retail locations.
How do I sign up for your newsletter for special deals and sneak peeks?
Salmon Sisters offers newsletter subscribers a glimpse at deals, product sneak peeks, and community content throughout the year. Upon checkout you can check a box to subscribe to the Salmon Sisters newsletter. You can also sign up in our website footer.
Unsubscribe from our Newsletter
If you would like to unsubscribe to our newsletter, please scroll to the bottom of the email and click unsubscribe.
What’s the best way to get in touch with us?
Phone: 907.299.5615 Monday-Friday 8am-4pm AKST
Our business runs on the hard work of a small team and we may not always be able to pick up the phone, so if you do not reach a human please leave a message and we will get back to you within 2 business days. For urgent needs regarding time sensitive matters please email us.
Media Inquiries: email Emma (email@example.com)
We ask for your understanding and patience as we prioritize protecting our team and customers in this uncertain time. We are making necessary adjustments to our work and operations beginning Monday, March 16; our team will be working remotely, which may result in delayed orders and customer-service requests. We have cancelled all spring events and celebrations until further notice, and plan to reschedule in the fall.
We are confident in our team’s ability to maintain quality service and products and while we take care to avoid any interruptions, we also realize that charge can come quickly and that it may continue in the weeks ahead. During this national emergency, we are committed to keeping you informed of any changes to operations, and we encourage you to visit us online to get the latest updates.
We urge our community to take the extra precautions necessary to safeguard your health and the health of those around you. The Centers for Disease Control and Prevention and your local health authorities are the best resources for updates and answers to your questions.
We are grateful to be part of a strong and connected community, and we are here to help you navigate through this challenging time.
You can still shop frozen boxes of wild salmon, halibut and cod and that ships directly to your home on our webshop. You can also find gear for getting outside and treats to send loved ones you can't support physically, and you can pre-order our cookbook for easy and nutritious recipes for your family.
Thank you for your continued support and please stay well at home.