FREE SHIPPING ON ORDERS OVER $200 I Free returns & exchanges | CUSTOMER SERVICE 907-299-5615

Frequently Asked Questions

REFUNDS AND EXCHANGES

How do I send in a return?

If there is an issue with your order or you wish to return or exchange an unworn, undamaged item or a defective item purchased within the last 30 days, please initiate your return through our easy online Returns Center. 

      If you have any questions, or are in need of assistance, please contact us by emailing customerservice@aksalmonsisters.com or calling 907-299-5615. We are here to help!

      How long will it take?
      Your order will be refunded or exchanged within a week of us receiving your return/exchange.

      What if I didn't purchase my item directly from the Salmon Sisters webshop?
      Please work directly with the retailer you purchased a Salmon Sisters item from for a full refund or exchange. Salmon Sisters will not issue refund, credit or exchanges for items that were not purchased directly through our Website.

      Can I return or exchange a gift?
      You may return a gift and a refund will be issued to the purchaser. You may exchange a gift for for the the same item in a different size. Frozen Seafood and Final Sale items are not returnable. 

      How long do I have to send in a return or exchange after purchasing?
      Please return your item within 30 days of purchasing. 


      Do offer free returns/exchanges for orders placed internationally?
      No, unfortunately we do not. If you would like to make an return or exchange, we are happy to invoice you for the shipping cost of both the return and shipping labels and email them directly to you. If you would like to request this option, please email customerservice@aksalmonsisters.com 

       

      SHIPPING

      How long will it take for my order to arrive?
      Please allow 2-3 business days for your order to be processed, packaged and delivered to the Post Office.

      What are your shipping rates?
      Free USPS Priority Shipping will be offered automatically for orders over $200. You may also take advantage of one of our many Expedited Shipping Options at checkout. Please note: Expedited Shipping will not affect the time it takes to process and pack your order. Please factor in 2-3 days of processing time when ordering.

      Can I ship internationally?
      Yes, upon entering your international shipping address at checkout you will have the option to ship via USPS First Class International Mail.

      How do I track my order?
      You will receive an email with order confirmation immediately upon ordering. An email with tracking info will be sent as soon as your package has been scanned into the USPS, UPS or FED EX systems (within 2-3 business days of placing your order).

      ACCOUNT

      Where do I create an account?
      From any page on the Salmon Sisters website, select "Sign In" in the upper right-hand corner to access your account or visit the Account Login page. You will also be offered the option to look-up your account at the time of checkout.

      Forgotten password?
      Can't remember the password to your account? No worries – just visit the Account Login page and select "Forgot your password?" to enter your email address and reset your account password.

      ORDERS

      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. Updates to an order will be administered before a shipping confirmation is sent. Please don’t worry if you are not immediately sent an email reply, all email request for updating/changing an order will be dealt with before orders are fulfilled. Please reference your order number and full name upon email or when leaving a voicemail. Please do not contact Salmon Sisters by Facebook or Instagram message to receive immediate updates on your order or to make changes after the order is placed, please direct all requests and updates to our email and voicemail to be taken care of properly. Salmon Sisters does not have access to customers’ credit card information and cannot manually charge customers upon request. Upon request, Salmon Sisters can email a custom invoice to the customer with a complete your purchase link. Custom invoices are only payable by credit card and items will not be shipped until the balance is paid.

      Sending Salmon Sisters as a gift?
      Sending a gift? If you would like to add a personalized note to your order please do so in the NOTES section upon checkout. The note will appear on the packing slip included in the order. All orders are shipped without the items dollar value on the packing slip, the perfect gift receipt! We do not offer gift wrapping through our online shop.

      How long will it take to process my backordered order?
      If an item has a back-ordered ship date it will clearly be marked on the product’s particular size and in the product’s description. Customer will receive a separate shipping confirmation email for this item when it ships. All other items in the order will ship once received and processed. Customers will not be charged additionally for orders that ship in two separate shipments due to back-ordered items.

      What does it mean if it says Pre-Order?
      Salmon Sisters makes small batches of custom items and sometimes they’re available for pre-order between two weeks to two months before their ship date. To have perfectly packaged orders that are ready to ship, we offer customers the ability to order particular styles in advance to reserve one of the items in production. Items for pre-order are clearly marked in the product description and the shipping date is in both the product description, size selection, and order confirmation. Customers will receive a shipping confirmation email with items tracking number on the shipping date illustrated.

      x

      PAYMENT

      Where do I enter a gift card or promotional code?
      Promotional codes should be written into the discount box in Checkout.


      PRODUCTS

      How can I tell what size I am?
      Each piece of apparel has a unique sizing chart that details the body measurements each garment size is designed to fit. On the product page, you can scroll down below the Features & Material details to view a Fit Guide sizing chart.

      If you have any additional questions regarding the specific sizing or dimensions of a given product, please send an email to customerservice@aksalmonsisters.com or call 907-299-5615.

      How can I give feedback about my Salmon Sisters item?
      We’re here to listen and value your feedback! Contact customerservice@aksalmonsisters.com with any suggestions, comments, or ideas for how things could be improved.

      What kind of Gift Cards are available for purchase?
      Electronic Gift Cards with values between $30 and $250 are emailed to recipients upon purchase of the gift card, with a link to redeem their gift on the Salmon Sisters webshop.

      What if there’s a problem with my order when I receive it?

      – Wrong item In order
      Mistakes do happen & we sincerely apologize if you have received an order with incorrect or missing items! Please reach out to our customer service team (customerservice@aksalmonsisters.com) with your Order # and a brief description of the order issue and we will work with you to promptly remedy the mistake!

      – Damaged or defective item in order
      In the event that a product received does not live up to our high quality standards, we are happy to work with you in providing a return label and facilitating a new order of the product and/or refund to be distributed as necessary.

      Please contact our Customer Service team (customerservice@aksalmonsisters.com) with your Order # and a brief description of the issue to start the return/exchange process. Once we have received the returned item, we will be able to promptly distribute the replacement/refund accordingly.

      SEAFOOD 

      You will receive a wet-lock box / insulated cooler  carefully packed with frozen, 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 upon checkout. Deliveries are made directly to your door by air freight carrier (Fed-Ex, UPS).

      Upon receiving, pop open the box and carefully handle the portions to avoid breaking the vacuum pack seals. Frozen seafood will keep in your freezer for up to nine months. 

      Our boxes fit easily inside a regular freezer and takes up approximately one cubic foot of space, and the vacuum packed portions can be easily stacked on freezer shelves. This is a manageable amount of frozen food that will not be wasted. These carefully handled portions do not lose their vacuum-packed seal and will keep for up to nine months in your freezer.

       

      HOW IS MY FISH SHIPPED? 

      Halibut and Sablefish is shipped in an air-tight styrofoam cooler plus protective cardboard outside layer with gel packs and shipped by Fed-Ex Standard Overnight or Fed-Ex Second Day AM depending upon your location. Shipping costs and proper packaging is included in your overall box price! Salmon and Pacific Cod is shipped from Ferndale, WA in the same shipping container with dry ice by one to three express ground or air delivery. 

      When prompted to choose a "Shipping Option" upon checkout please Free Shipping. We batch our orders into weekly shipments, leaving Tuesday or Wednesday with Fed-Ex Tracking Information emailed by the end of the business day.

       

      WHEN WILL MY FISH SHIP?  

      We batch our orders into weekly shipments, leaving Monday through Wednesday with Tracking Information emailed by the end of the business day. Order placed on Friday will ship the following Monday or Tuesday.

      If you are interested in purchasing a seafood box with a later ship date in 2017 please indicate the ship date in the NOTES section upon checkout.

      If you would like a certain delivery date or are sending a seafood box to a third party please add pertinent information into the Notes section at checkout. Please include a phone number and email address upon checkout to ensure Fed-Ex delivery staff has a number to contact if any delivery complications arise. Your order will arrive with no signature required. We cannot ship to PO boxes. Salmon Sisters is not responsible for the partial thaw or quality concerns for a customers fish and will not receive a refund.

      Customers will receive tracking information by email upon packages shipment from Salmon Sisters and up to date tracking information from Fed-Ex with a delivery confirmation and any unforeseen delays, like a winter storm, by email and phone. Customers are welcome to work with Fed-Ex to hold the package at a local facility for pick up.

       

      HOW DO I CARE FOR MY FISH ONCE MY BOX ARRIVES?

      Upon receiving, pop open the box and carefully handle the portions to avoid breaking the vacuum pack seals. Frozen seafood will keep in your freezer for up to nine months. 

      Your share will arrive cold to the touch to your door. 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 them fully to eat as your first delicious seafood meal.  

      Our 10 pound fish boxes take up a cubic foot of space in a regular freezer and the box can easily be broken down for individual vacuum packed portions to snugly fit in your freezer if space is limited.  

       

      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 may submerge your vacuum-packed fillet or portions in cool water for twenty five minuets. 

      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. 

      Visit Wild Alaska Flavor for an excellent selection of recipes.

       

      WHY SHOULD I CHOOSE FRESH FROZEN FISH OVER FRESH FISH?

      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. Would you really keep a fresh fish fillet in your refrigerator for five days before you ate it? We didn't think so...

      No doubt, frozen fish also gets a bad rap. That's because the most frozen fish on the US market is twice frozen. It's frozen the first time when it comes to shore whole. Then it's exported to a processor (likely in China) where it's defrosted, processed into fillets, and refrozen. These repeated heating and cooling cycles greatly compromise the quality and texture of the fish.

      At Salmon Sisters Seafood, your salmon is processed and frozen quickly after it's caught, and kept frozen until you decide to eat it!  

       

      I'M INTERESTED IN BUYING LARGER QUANTITIES OF FISH THAN YOU OFFER IN YOUR BOXES. DO YOU TAKE LARGER ORDERS?

      Definitely. We love to work with co-ops, buying clubs, restaurants, and health food stores. Please email us at customerservice@aksalmonsisters.com.

       

      QUALITY GUARANTEE AND PRIVACY

      If you are for any reason unsatisfied with your share, send us an email at customerservice@aksalmonsisters.com and we will find a solution together.

      Customers will have to check the status of their shipment through the FedEx website with the tracking number we provide to them. It is essential that customers are present at the "Ship To" address to receive this perishable product and delivery times cannot be scheduled. Neither Salmon Sisters Seafood or FedEx will contact the recipient to schedule delivery. Apartment building deliveries will be left with doormen or office if available.  Correct and current "Ship To" address is our customer's responsibility.  Physical addresses only, no PO or APO can be accepted.  Once an order has shipped, a change of address is required to be confirmed over email by Friday of the week before the box is scheduled to ship. Neither Salmon Sisters or FedEx will accept liability for shipments delayed due to incorrect or change of address while in transit.  If your shipment is delayed, please contact your FedEx office first and provide them with tracking number and information. 

      Salmon Sisters respects your privacy and will never knowingly share any personal information of our shareholders with any third party without personal consent. We may ask for use of your information to better our delivery system and operations, but will not share it with anyone. We use a safeguarded database online payment program Shopify to protect your information.

      Salmon Sisters Seafood provides share purchasers with 10  pound boxes of frozen wild Alaska salmon and halibut.  By clicking “confirm” upon purchasing a Salmon Sisters Seafood share, purchaser is responsible to uphold Salmon Sisters Seafood clearly stated 2017 Terms and Conditions. Upon purchase shareholders will receive a confirmation email with additional details on delivery.

       

      WHOLESALE

      How do I open an account to wholesale Salmon Sisters at my retail location?

      Email customerservice@aksalmonsisters.com with your request, please include information on where your store is located and why Salmon Sisters would be a good fit. Our wholesale manager Maleia will send a wholesale application and once this is complete help you create an online wholesale account through Salmon Sisters accommodating easy online ordering. Salmon Sisters deadline to open a wholesale account for Summer 2017 is March 30th. Updated wholesale catalogs will be sent to existing wholesale accounts in late March.

       

      STOCKIST LOCATIONS

      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 will not field requests of what the particular stores have in stock do not offer refunds or exchanges for merchandise purchased from these retail locations.

       

      OTHER

      How does Salmon Sisters give back and support local?

      Check out our infographic!

      How do I sign up for your newsletter for special deals and sneak peeks?

      Salmon Sisters offers Newsletter subscribers a glimpse at all special deals and product sneak peeks through the year. Upon checkout you may check a box to subscribe to the newsletter as well. Be sure to sign up, our sale incentives are fabulous and popular! Hint - you can optin at the bottom of this page. 

      Unsubscribe or Change Email Preferences

      If our newsletters are clogging your inbox and you would like to unsubscribe please scroll to the bottom of the email and click unsubscribe. To update your email preference, please login to your account and update the email account to the preferred address.

       

      CONTACT

      What’s the best way to get in touch with us?

      Email is best and for order changes, issues, returns/exchanges and updates. We prefer emails to calls or texts regarding order tracking, returns, or exchanges. Please reference your Order # in the email and your complete name (this helps us keep everything in one place). If we are unable to pick up your call please leave a detailed voicemail to allow us to promptly reply within one business day to help with your request. Please use our phone number for ordering help, and inquiries about sizing and products. Please do not use Facebook or Instagram direct messaging for information or help.