FAQs

Shipping, Delivery & Tracking

On which days do you deliver seafood?

Orders are delivered Tuesday through Friday. We ship all orders out via overnight service. Tip: For earlier delivery, we suggest shipping to your work or business address (Commercial packages are generally delivered earlier than residential packages.)

On the days we offer next-day delivery, 11:00 AM (Alaska time) is the cut-off time for placing an order for next-day delivery. This cut-off time applies to phone-in orders as well.

How much does shipping cost?

For orders less than $399, Overnight FLAT-RATE Shipping costs $39.00, and is available in most major US cities. Shipping includes insulated box, dry ice, insurance, and overnight delivery service via FedEx. Some (rural) areas require PRIORITY Flat-Rate shipping, which costs $68.00. HAWAII Flat-Rate shipping costs $99.00.

Shipping is *FREE for orders of $399.00 or greater. *Free shipping is available in most urban areas within the 48 contiguous states. For rural or Hawaii delivery addresses, where priority shipping is required, shipping is discounted by $39 (for orders over $399).

How do you ship?

We use FedEx overnight delivery service, and we ship in insulated Styrofoam boxes with cardboard outers, packed with dry ice or gel packs (depending on whether products are fresh or frozen).

How can I track my package?

On the day your shipment leaves our facility, FedEx will email you a tracking number.

Can I ship to multiple addresses?

Yes, you can place multiple orders for different locations. This requires placing an order for each destination. If you call us toll-free at (888) 926-3474, a customer service professional will gladly assist you with placing multiple orders.

Do you ship within Alaska?

No, not at this time.

Do you ship internationally?

No, we only ship within the Continental U.S. at this time.

Can I use my own UPS, or FedEx account?

We're sorry; we cannot accept 3rd-party shipping accounts.

What do I do if my package has arrived late?

Receive & inspect the package (do not reject or discard it). Vacuum-packed seafood should arrive frozen solid. Any frozen seafood that has begun to thaw - but is still icy, is perfectly safe to eat, and can be enjoyed right away. Fresh seafood should be cold to the touch.

If you are unsure, or at all concerned about the quality or safety of your seafood, please place the seafood in your refrigerator, and call us as soon as possible. 888-926-3474.

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Orders & Ordering

Do I need a FishEx account to place an order?

Yes. Setting-up an account is fast & easy. This can be done during the checkout process.

Can I make changes to my order after it is placed?

Yes. However, any order changes will result in a one-day delay to your selected delivery date. Please email us with your requested changes at customerservice@fishex.com.

If your change request involves adding to your order quantity, please call us at 888-926-3474.

What is the current status of my order?

You can easily check the status of your order by visiting your FishEx account page.

What should I do with any dry ice that is leftover in my shipping box?

Dry ice can be dangerous. Keep any remaining dry ice out of reach of children and pets, and do not touch it with bare hands. You can dump it into your trash can, outdoors.

Can I add a gift message to my order?

We're sorry, no.

Can I place an order over the phone?

Yes, just call us toll-free at (888) 926-3474 during our business hours and a customer service representative will gladly assist you.

Do you have a retail store that I can shop at?

No. We are purely a web-based company.

How can I view what I ordered last time?

By logging-in to your FishEx account, you will be able to view your past orders.

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Privacy & Security

Is your online store secure?

Yes, absolutely!. FishEx.com is secured by today's cutting-edge SSL technology so that your experience at FishEx is safe and secure.

Do you sell my customer information?

Absolutely not! We do not sell your information.

Do you store credit card info?

No. For the safety and protection of our customers, we do not.

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Cooking Instructions

How do I cook King Crab?

Please view Buying, Cooking, & Serving King Crab for more information about preparing king crab.

Were can I find cooking instructions or recipes?

You can visit our Seafood Recipes web page.

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Hours, Location, & Contact Information

What are your hours of operation?

7:00 AM - 3:00 PM, Alaska Standard Time. (Note that Alaska is 4 hours behind the East Coast, so our business hours equate to 11:00 AM - 7:00 PM Eastern Standard Time.)

How do I contact you?

You can reach us by phone by calling toll-free at (888) 926-3474 or send an email directly to customerservice@fishex.com where you can expect a response within 1 - 3 business days.

Where are you located?

We are located in Anchorage, Alaska.

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My FishEx Account

How do I reset/recover my account password?

At the Reset Your Password page, you can type in your account login email address, click the "Reset Your Password" link, and you will be emailed a link to reset your password.

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Discounts, Coupons, and Gift Certificates

Do you offer any discounts or coupons?

Yes, you can get a 10% case-discount by buying 20 lbs or more of any item (excluding sale items). Additionally, orders over $350 include FREE Shipping (to most US urban addresses). Most 20 lb cases include free shipping.

We occasionally offer coupons. These can only be obtained by being signed-up for the FishEx email newsletter. (Note that any coupons you might find on the Internet will not work.)

How do I use my Coupon or Gift Certificate?

On the Shopping Cart page, you will find a section where can you type in your gift certificate or coupon code.

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Thawing & Storing Seafood

What is the best way to thaw frozen seafood?

We recommend thawing seafood overnight, in a refrigerator, at 38°F or below. Vacuum-packed fish can also be "quick-thawed" by placing it in a bowl, under cold running water, for 20 minutes or so.

Can I re-freeze my seafood after it has thawed?

This is not recommended, as home-appliance freezers do not have the freezing power to freeze fish ultra-fast. Freezing seafood at home will often result in ice-crystallization developing within the meat, which lowers the quality of the item dramatically. Once your seafood has thawed, it is best to prepare & enjoy it right away.

How long will my fresh seafood last?

You should consume fresh seafood within two or three days after receiving it. Storing fresh seafood in the bottom of your refrigerator, which is generally the coldest part, helps to preserve quality. You can also extend the quality of fresh seafood by placing a ziplock bag of ice directly on top of the item, in your refrigerator.

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Payment Methods

What payment methods do you accept?

We accept Visa, MasterCard, Discover, American Express, PayPal, PayPal Pay Later, Venmo, & Google Pay.

How do I use Store Credit?

If you have any Store Credit, it will automatically be applied to your order during checkout, once you have logged in.

You can also use Gift Certificates to purchase your order or pay for part of it. You can redeem gift certificates on the shopping cart or checkout pages.

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Problems with Order/Troubleshooting

My fresh seafood arrived frozen

Don't worry, it's best if your fresh seafood arrives icy/ frosty. The ideal shipping temperature for seafood is actually below 32 degrees F, due to the natural salt content.

If your fresh seafood is frozen solid, please contact us at 888-926-3474 or email us at customerservice@fishex.com.

My frozen seafood arrived thawed

As long as the seafood is icy, or if there is any remnant of frost, or ice, or dry ice within the shipping container, your seafood is perfectly safe to eat. The individual packages should also be cold to the touch (i.e. below 38 degrees F). If the edges of the vacuum-sealed seafood are thawed, it is perfectly fine as long as the center is frozen.

If you are at all concerned or unsure, please store the seafood in your refrigerator, and contact us immediately. 888-926-3474 or email us at customerservice@fishex.com.

Some of my vacuum seals are broken

Sometimes vacuum seals are broken while bring transported by the shipping carrier, due to rough handling. If your order contains crab, the spines of your crab may have punctured the vacuum seal bags.

For any vacuum sealed packages that have broken, simply use & enjoy those first. The quality will still be good for days or weeks. For longer-term storage, you can also remove the seafood portions from the broken packages, dip them briefly in cold water (to form a protective glaze), and then store them air-tight bag, such as a Ziploc.

I am missing an item

If you are missing an item, please contact us at 888-926-3474 or email us at customerservice@fishex.com.

Common items that may appear to be missing (due to size or shape) include bisque, crab shellers, & truffle butter. If you think you are missing one of these items, please inspect the contents of your box carefully.

I’m not happy with the size of my seafood

Much of the shellfish we offer is sold according to specific size-grades, which are published on the individual product pages. If your product does not fall within the specified size range, please contact us.

Please note that our hand-cut fish portions will vary in size. Wild-caught seafood comes in a variety of shapes and weights, but the premium quality remains the same.

My crab legs arrived broken

Crab legs can be prone to breakage during shipping. As a policy - we do not pack broken pieces, and we do pack it carefully, but please be aware that we are not responsible for any breakage that occurs during shipping.

If some or all of the crab legs arrive broken - in no way is the quality, taste, or texture affected (and they are actually easier to fit into a pot). Everybody breaks them anyway, before eating them.