Frequently Asked Questions
Our small team is working hard and safely to packaging and ship orders from our flagship in Homer, Alaska and our partners at certified B-Corp Crystal Creek Logistics in Washington state are expertly packing boxes of our wild fish harvested in Alaska to send to your door. We appreciate your understanding while we do our best to maintain quality service and products during this global crisis. We will keep you informed of any changes to operations, and are here to help with any questions regarding your orders through the holiday season!
RETURNS AND EXCHANGES
Can I return or exchange my item?
We are committed to 100% customer satisfaction. We've extended our Return & Exchange Policy for the holidays! Orders placed today through the end of the year are eligible for return or exchange until Monday, January 11th, 2021 or within 30 days of delivery (whichever date is later).
Salmon Sisters honors returns for eligible items purchased from our Flagship Store or shipped from our webshop. Please be sure all items returned are in like new condition (unworn and unlaundered), and purchased within the eligible return window for full credit.
Markdowns, frozen and shelf stable (provisions) seafood, and products marked as “final sale” are not returnable. Look for Final Sale items in the products description details.
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 you would like 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 from our Flagship Stores or shipped from our webshop. Please be sure all items sent back to be exchanged are in like new condition (unworn and unlaundered) and purchased within the eligible return window.
Markdowns, frozen seafood, and products marked as “final sale” are not exchangeable. If you purchased from our webshop within the eligible exchange window, you can initiate your exchange 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 exchange is initiated.
Please include your original order number, name, email, and shipping address with the item. You are responsible for shipping costs back to our Returns/Exchange Center, and we will ship your new item back to you at no cost! Our team will be in contact via email within 3 days of receiving your exchange 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.
Please note longer processing time for holiday returns/exchanges
A general timeline below:
- Customer initiates exchange/return
- Approval of exchange/return (within 1-2 business days)
- Customer ships exchange/return back to Homer shop
- Once tracking indicates delivery in Homer, allow 1-2 business days at Post Office and 1-2 business days to process/communicate with customer
- Exchange shipment/fulfillment processing (1-2 business days)
- Customer will be emailed exchange shipment details once shipped
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).
What’s the best way to get in touch with us?
Normal Hours: Monday-Thursday 9AM-4PM AKST, Friday 8AM - 12PM AKST
How soon will I hear back?
Our business runs on the hard work of a very 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 time sensitive matters, please email us; We will get back to you within 1-2 business days.
If you have an urgent question about your frozen fish shipment and it is after our normal business hours on Friday (12PM AKST), we will be back to our inbox and phone Sunday evening AKST preparing for Monday's shipments and will get back to you then. We will always help you find a solution, 100% customer satisfaction guaranteed.
How do I leave a review or feedback?
We love hearing from you! Please leave a product review for items you've ordered on the product page. Write a review for Salmon Sisters and post it on Google or our Facebook page.
Does Salmon Sisters offer Free Shipping?
Salmon Sisters is currently offering free standard shipping on orders over $75.00 for customers within the continental U.S. Salmon Sisters ships “free standard” orders for gear and provisions through USPS via Priority and First Class services and frozen wild fish boxes through a variety of services including FedEx, UPS, OnTrac and DHL, depending on the shipping destination. Please note that once our team tenders your shipment to a carrier, we do not have control over carrier delays. We will work with you to find a solution but please keep this in mind as the holidays approach and shipping volumes rise.
What is your normal delivery schedule for orders including Gear and Provisions?
|You placed your order on...||Your order will ship out...|
|Monday-Friday before 11AM AKST||within 1 business day|
|Friday 11AM AKST - Sunday PM||within 2 business days|
What is your normal delivery schedule for Wild Fish Boxes?
If you choose Free Standard Shipping in checkout:
|You placed your order on...||Your order will ship out...||and be delivered on...|
|Monday before 9AM AKST||same business day||Tuesday -Thursday|
|Monday after 9AM AKST - Sunday PM||following Monday||Tuesday - Thursday of following week|
If you choose Expedited Shipping in checkout:
|You placed your order on...||Your order will ship out...||and be delivered on...|
|Monday after 9AM AKST -Thursday before 9AM AKST||next business day||sent by overnight or second-day service, depending on location|
|Thursday after 9AM AKST - Sunday PM||following Monday||Tuesday - Thursday of following week|
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 state. 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).
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.
Does Salmon Sisters offer expedited shipping?
Salmon Sisters does not offer expedited shipping for gear or provisions at checkout. If you are interested in shipping via expedited services (USPS 2nd Day), please contact email@example.com and our team will help prepare you a custom invoice and shipment instruction.
Salmon Sisters does offer expedited shipping for frozen wild fish boxes. In checkout choose Expedited Shipping - [$49.00]. Orders with expedited shipping will ship overnight or second-day, depending on the final destination. Orders placed Monday-Thursday at 9AM AKST will ship the next business day. Orders placed after 9AM AKST Thursday-Sunday with expedited shipping will ship the following Monday.
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 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 wild fish from Alaska?
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 are Salmon Sisters wild fish boxes shipped?
Your fish is packed carefully by our partners at Certified B-Corp Crystal Creek Logistics and shipped by air freight to your doorstep. You will receive a sturdy recyclable cardboard box with smaller inner box filled with frozen fish, packed securely with a recyclable padded insert and dry ice to keep your fish frozen and in premium condition while in transit. A packing slip and information sheet will be at the top of the box. The dry ice will usually have evaporated by time of delivery. The cost of shipping and handling is included in the cost of the box, and expedited shipping is available. Deliveries are made directly to your door by air freight carrier (FedEx, DHL, UPS).
How are Salmon Sisters wild fish boxes packaged?
In 100% Recyclable Shipping Materials
- Recyclable Cardboard Outer Box: Made with 53% postconsumer waste, our corrugated cardboard boxes are widely recyclable by curbside and drop-off recycling programs. While most recyclable materials end up in the landfill and don’t get reused, 93% of corrugated cardboard is recycled and can be re-pulped into new paper products up to seven times. This makes cardboard the most reusable consumer-based material in the world!
- Recyclable Padded Insert: Made from 100% post-industrial, pre-consumer cardboard fibers and wrapped in heavy-duty Kraft paper, our insulated insert is widely recyclable alongside other paper and cardboard materials.
When will my fish ship?
For best chance at holiday delivery (before December 24th), order Wild Fish Boxes by Sunday, December 13 (6pm AKST). Orders placed after the deadline will be held to ship Monday, January 4 2021.
We batch our frozen seafood orders into weekly shipments, leaving each Monday with tracking information emailed directly to customers by the end of the business day. Orders placed Tuesday through Sunday will ship the following Monday, unless expedited shipping is selected in checkout. Please include a phone number and email address upon checkout to ensure air freight delivery staff has a number to contact to ensure a smooth delivery.
In checkout, the following shipping options will be available:
- Free Standard Shipping - [No additional cost] Wild Fish Boxes ship each Monday with delivery Tuesday-Thursday, depending on the final destination. Salmon boxes will be mailed overnight, next-day air freight or express ground by our partners at B-Corp Crystal Creek Logistics in Washington state to ensure a frozen product arrives at your doorstep. A tracking number for your order will be emailed to you by the end of the business day on Monday. All orders placed after 9 AM AKST each Monday will be held to ship the following week.
- Expedited Shipping - [$49.00] Orders with expedited shipping will ship overnight or second-day, depending on the final destination. Orders placed Monday-Thursday at 9AM AKST will ship the next business day. Orders placed after 9AM AKST Thursday-Sunday with expedited shipping will ship the following Monday.
If you would like a specific delivery date or are sending this fish as a gift, please include a phone number, email address and physical mailing address for the recipient in the Notes section upon checkout to ensure the delivery team has a number to contact if any complications arise (or email to firstname.lastname@example.org). Your order will arrive with no signature required. Salmon Sisters customer care will reach out via email before your fish order ships.
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, so you can always have good nutritious food on hand.
Sometimes fish boxes do not arrive solidly frozen. As long as they are cold to the touch, slightly thawed sealed portions may be safely refrozen with no perceptible loss of quality or nutritional value.
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. Consume fish within 1 day of thawing for best flavor.
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 try 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?
Customer satisfaction and money back guarantee, we will refund or replace the total purchase price if our product does not meet your expectations. 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 and not returnable.
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.
Where can I buy the Salmon Sisters cookbook?
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.
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; our team will be working remotely, which may result in delayed orders and customer-service requests. We have cancelled all in-person events and celebrations until further notice.
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 months 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 order our cookbook for easy and nutritious recipes for your family.
Thank you for your continued support and please stay well at home.