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Orders ship Monday-Wednesday and arrive in 1-2 days.
Orders ship Monday-Wednesday and arrive in 1-2 days.

Frequently Asked Questions

Need Help? We've got you covered!

Can I add items to my order?

Absolutely. If you wish to add more items to your existing order, please contact one of our team members before your order is dispatched. You can will know whether or not your order has been shipped by checking for a shipping confirmation email. Should you choose to add an item, we will issue a separate invoice for the additional goods. Please note that we will hold the shipment of your original order until the payment for the new invoice has been completed.

What are your product and shipping guarantees?

Our commitment to you is unwavering with a 100% satisfaction guarantee. If your seafood arrives thawed or does not meet our high-quality standards, we will promptly offer a refund or replacement. Please note that refunds or replacements are limited to one per customer, unless the issue is due to our error. We do not honor claims that are false or suspected to be fraudulent, and we are not responsible for theft.


Should your order fail to meet your expectations, please file a claim immediately. We are committed to addressing and resolving any issues quickly. For further information, refer to the details provided below.

Something is missing from my order. What do I do?

If any item is missing from your order, please file a claim immediately. Rest assured, we will address and rectify the issue promptly.

My order didn't arrive frozen. What do I do?

Should your order arrive partially thawed, rest assured it remains safe to refrigerate or re-freeze for use at a future time. However, if your product has completely thawed by the time it arrives, please file a claim with us right away to ensure prompt resolution.

Can I cancel/change my order?

Yes, you have the option to cancel or modify your order by contacting our team prior to the shipment of your order. You will be informed of your order's status through a confirmation email. If your cancellation is successful, a refund will be processed using your original payment method. Please note that we are unable to alter or cancel your order once it has already been shipped.

Can I place an order over the phone?

We apologize, but we currently do not accept orders over the phone. For your convenience, please visit our online store to make all purchases. Thank you for choosing to shop with us!

Can I change my delivery date?

Absolutely. To reschedule your delivery date, please contact our customer support team prior to the shipment of your order. We ship orders from Monday to Wednesday, and typically, depending on your location, delivery is expected within 1-2 days. Please select a new delivery date that aligns with our shipping schedule.. 

How is my order packaged?

Each order is carefully packaged in a premium insulated box with dry ice and gel packs to ensure quality and freshness upon arrival. Please note that packaging may vary for different products; for more detailed information, we invite you to view the product pages on our website.

Will my order arrive frozen?

Yes, we ensure that every order arrives in perfect condition, fully frozen. To achieve this, we utilize an optimal mix of dry ice and gel packs, designed to keep your seafood frozen solid, regardless of whether you opt for 1-day or 2-day shipping.

Can I order an item as a gift?

Indeed, our seafood makes for a thoughtful and delightful gift. To arrange this, place your order as you would for yourself. When you get to the shipping section, just use your recipient’s address.

My welcome gift card code won't work, what do I do?

How long do email only offers last?

Our exclusive email offers are typically available for a limited time, ranging from 24 to 72 hours. For specific details on the duration of the current offer, please refer to the information provided in the email we sent you.

What if complimentary items don't add automatically add to my cart?

This would be do to a technical difficulty. Rest assured we can resolve this for you. Please reach out to customer support team to have this resolved.

How long do orders take to arrive?

Delivery times are contingent upon your location, with most orders arriving within 1-2 days. To ensure a swift delivery, please be aware that we exclusively ship orders from Monday to Wednesday. Our order cutoff time is 12 PM EST each shipping day. Should you place your order by the cutoff, it will be dispatched on the next available shipping day, which may be the following Monday. For a detailed shipping schedule, click here.

What are your product and shipping guarantees?

We stand by our 100% guarantee: if your seafood arrives thawed or does not meet our quality standards, we are committed to providing a refund or a replacement. Please note that we restrict refunds or replacements to one per customer unless the issue is due to our error. We do not honor claims that are fraudulent or suspected to be so, and we are not responsible for theft.


If your order does not fulfill your expectations, file a claim immediately. Our team is devoted to addressing and resolving any issues quickly and efficiently. For more information, please see the details provided below.

Where do you deliver to?

We deliver to every state in the continental U.S. (excluding Alaska, including Hawaii). For more information please review our shipping information.

What happens if I'm not home when my order is delivered?

It is your responsibility to track and receive your order. To ensure the freshness and safety of your delivery, please keep an eye on your shipment with the tracking information provided, and make sure you are available to receive it upon its arrival.

Who do you use for shipping?

We entrust all of our shipping needs to UPS due to our strong and reliable partnership. This close relationship ensures that your orders are handled with care and delivered promptly.

Do you offer free shipping?

Absolutely! We are pleased to offer complimentary shipping on orders of $300 or more, and on orders of $350 or more for Hawaii. Once your order reaches this threshold, the option for free shipping will automatically become available to you at checkout.

Can I get this delivered to a P.O. Box?

No, we do not ship to PO Boxes. If you have provided a PO Box as the shipping address with your order, it will not be confirmed until you provide a residential shipping address.

Can I change my delivery date?

Absolutely. You have the flexibility to change your delivery date by contacting our customer support team prior to the dispatch of your order. Please note that we schedule our shipments from Monday to Wednesday. Depending on your location, delivery typically takes 1-2 days to arrive. Ensure that your preferred delivery date aligns with our shipping days to facilitate a smooth adjustment.

Do you ship on holidays?

No, we do not ship on holidays, and sometimes not on the day before or after a holiday. 

What happens if my order is delayed?

If your order is delayed by UPS, we will take immediate action to resolve the issue proactively. Should you notice any delays before we contact you, please inform us by reaching out to our customer support team. We assure you that all packages delayed by UPS are covered by our 100% guarantee. For more details, please refer to our refund and replacement policy.

Can I choose a specific delivery date?

Yes, you can specify your preferred delivery date by entering it into the 'Notes' field on the cart page before checkout. Alternatively, you can select your delivery date by contacting customer support before or after placing your order. However, please be aware of our shipping information, as we only dispatch orders from Monday to Wednesday. Depending on your location, orders are delivered between Tuesday and Friday. We do not deliver on Saturdays, Sundays, or Mondays.

Where can I see the status of my delivery?

You can check the status of your order by using the 'Track My Order' feature on our website or through the UPS tracking number provided in your shipping confirmation email or text.

Can you deliver next-day?

Yes, we can accommodate next-day delivery requests even though this option isn't available at checkout. For those requiring expedited next-day shipping, please be aware that it is subject to a higher shipping rate. Contact us immediately after placing your order, and we will issue an invoice for the additional cost. Once the invoice is settled, we will proceed with shipping your order.


Please note that next-day delivery is not available from Friday to Monday.

I need to update my shipping address, what do I do?

Please contact our support team before your order is dispatched. You can confirm that your order has been shipped if you receive a shipping confirmation email.

What is your refund and replacement policy?

If your seafood arrives thawed or does not meet our quality standards, we will issue a refund or replacement. Please note that refunds or replacements are limited to one per customer unless the issue is attributable to us. We do not honor claims that are false or suspected to be fraudulent, and we are not responsible for theft.


Click here for more details on our refund policy.

Do you accept returns?

How do I file a claim for a replacement?

To file a claim please click here.

How much time do I have to submit a request to refund/replace my order?

You have 12 hours after your shipment has been delivered to submit this request. Click here to file a claim.

How can I track my replacement?

You can track your replacement order just as you did with your original order. When the replacement is processed, you'll receive a new confirmation email containing a new order number and a new UPS tracking number. Monitor the status of your shipment by using the 'Track My Order' feature on our website or via the link provided in your order confirmation email.

My order didn't arrive frozen. What do I do?

Should your order arrive partially thawed, rest assured it remains safe to refrigerate or re-freeze for use at a future time. However, if your product has completely thawed by the time it arrives, please file a claim with us right away to ensure prompt resolution.

If I am issued a refund, when will I receive it?

Refunds are issued immediately and typically take 7-10 days to be deposited back into your account. We apologize for the length of time for the refund to process, which is due to our payment processor's guidelines and policies, not our own.

What makes Prime Fish different?

Leveraging a legacy of over a century of expertise, we have meticulously crafted a prime seafood collection, selected for superior taste, texture, appearance, purity, and commitment to sustainability. We deeply cherish your patronage and the trust you place in us. If, against all odds, you find yourself dissatisfied with any aspect of your experience, rest assured we will do whatever it takes to make it right. For more insights into our values and practices, we invite you to visit our 'About Us' page.

Do you have a military discount?

What is the best way to contact you?

Do you have any reviews/testimonials?

Yes, you can see our reviews here.

Can I order an item as a gift?

Absolutely! You can purchase any of our items as gifts. Here's how to do it:


Add your chosen items to the cart and include a personalized message in the 'Special Instructions' field for the gift note. During checkout, remember to input the gift recipient's shipping information instead of your own to ensure the gift is delivered to the correct address.


Additionally, if you're looking for the perfect present, we offer gift cards available for purchase here.

Do you sell gift cards?

Yes. You can purchase gift cards here.

How are your seafood items packaged?

Each order is carefully packaged in a premium insulated box with dry ice and gel packs to ensure quality and freshness upon arrival. Please note that packaging may vary for different products; for more detailed information, we invite you to view the product pages on our website.

What should I do when my seafood arrives?

Upon the arrival of your seafood, please check to ensure it is frozen. Handle dry ice with caution. If you plan to consume the seafood soon, you can refrigerate it and use it within three days. Alternatively, you can freeze it immediately upon arrival to preserve its freshness for up to six months.

How do I thaw my seafood?

Thawing instructions vary for each of our products. For optimal texture and flavor, we generally recommend a gradual thawing process by placing the product in the refrigerator for up to 24 hours. It's important to note, however, that each type of seafood may have its own specific thawing guidelines. For detailed instructions tailored to each product, please refer to our cooking guide.

How long can I freeze my seafood for?

You can freeze your seafood for up to six months.

How do I cook my seafood?

We have cooking guides by product here.

What are the safety guidelines when handling your seafood?

We have a seafood safety policy you can find here.

Where can I find the nutritional information of your products?

The nutritional facts about our products are located on the products corresponding cooking guide. Click here to see our cooking guides. 

How is your seafood frozen?

All our seafood is flash frozen at peak freshness to ensure optimal taste, freshness and nutritional value.

Still need help? Visit our support page to contact us directly.