Here are some common questions and answers you may have. Read through, and if you can't find an answer to your question, please email the team at email@example.com, or phone them on 0800 400 385 or 021 400 385.
Q. Why has Auckland shipping gone up?
A. We regret that this has happened, but unfortunately with the huge increase in courier packages resulting in delayed deliveries, we can no longer subsidise freight into Auckland. The courier companies are not paying out on claims where there has been a delay in delivery and we are losing a significant amount of product. This has also resulted in the removal or rural deliveries into Auckland. We expect that once the backlog has reduced and Covid-19 restrictions ease, we will put the shipping costs back to normal.
Q. What is the Auckland delivery area, and where is my local depot?
Q. What is the difference between the types of fillets?
A. Standard fillets have skin on and bones in, and are best for cooking. Pinboned fillets have the small pin bones removed and the skin is on - these are also great for cooking and if you don't want to remove the bones yourself. Sashimi fillets are skin off and pin bones cut out - these are processed to order so are the freshest and therefore the best for eating raw.
Q. Can I eat my standard fillet raw?
A. Yes, although to have the best raw salmon experience we only recommend eating salmon that is within 3 days of the harvest date. For this reason, the best product for eating raw is a sashimi fillet as it is harvested to order the same day as it is dispatched.
Q. Can I freeze my salmon?
A. Yes you can. All fresh salmon freezes really well due to the oil content. We don't recommend freezing smoked or cured salmon as the texture changes when thawed - but yes it will freeze OK.
Q. What is the difference between your freshwater salmon and sea-run salmon?
A. There are a couple of main differences (texture and flavour) and this is because of the environment the salmon live in. Our farm is situated in the hydro canals of the Mackenzie, so we have a constant flow of fresh glacial water throughout the farm. This constant flow not only means that the salmon have pristine water to live in, the flow means they have to swim more than sea-run salmon. This makes them fitter, which results in a firmer flesh (texture) and lower in fat which gives them a much more subtle and smooth flavour.
Q. I have a special event coming up - how can I get the freshest salmon for this?
A. There is a dialogue box in the shopping cart where you can put the date of your event, and the day you would like it to arrive.
Q. I have tried to add a discount code to my order but it won't work - what is wrong?
A. Most of the time if there are issues with codes and discounts it is because you can only use one discount or code per order e.g. you can't get a special deal with an automatic discount and combine it with a code for a different deal/special.
Q. How much is shipping?
A. For the South Island it is $8.00 per order for standard delivery and $13.00 for rural delivery. For the North Island (except Auckland) it is $15.00 per order for standard delivery and $20.00 per order for rural delivery. Auckland delivery is $28.00 per order for standard delivery and no rural deliveries are available at this time (see 1st question).
Q. I don't know if my address is rural or not - how can I check?
A. This is very important as rural deliveries may take longer to arrive and can't be delivered on Saturdays. To check your address, go to: https://www.courierpost.co.nz/tools/address-checker/
Q. I live overseas - can you send me salmon?
A. No. We don't export any of our salmon - we only sell to New Zealand.
Q. Why are frames only available in the South Island?
A. Our packages are charged by volume, not weight, so sending frames to the North Island is too expensive. Frames are available to send to South Island addresses as long as they are purchased with another item.
Q. My salmon hasn't arrived - what should I do?
A. The first thing you should do is check the tracking numbers on your shipping details. If that doesn't work, ring the courier company. Still no luck, send our friendly team an email with your details and they will help you out.
Q. There is a mistake with my order - what should I do?
A. Email our team with your order number and details, and if possible photos.
Q. I live in a rural area - will my delivery be overnight?
A. A lot of the time rural deliveries are overnight, but this is something we can't guarantee. In some instances rural delivery may be 2 or even 3 days from dispatch, but it depends on your local courier - because of this we will only dispatch rural orders Monday - Wednesday. To ensure you receive your salmon in perfect condition, we recommend shipping to an urban adress or business and picking it up from there. We do pack our rural orders with extra ice just in case overnight delivery isn't possible.
Q. What times and days can I call you?
A. Our office is open from 8am to 4pm weekdays, so call then.