For quick answers, please review the questions below. If you still need help, please contact us!
SHIPPING
Q: Can you ship outside the U.S.?
A: We currently ship to all 48 states in the continental United States. Unfortunately, we do not ship to Hawaii and Alaska due to the perishable nature of our products.
Q: Why can't I schedule delivery for Monday?
A: We avoid shipping over the weekend to ensure our seafood remains fresh upon delivery. The earliest available delivery day is Tuesday, and choosing this option requires selecting Overnight Delivery at an additional cost.
Q: Do I have to be present to receive my delivery?
A: While someone does not need to be present at the time of delivery, we highly recommend it. However, our couriers are instructed to leave packages in a safe place unless otherwise specified.
Q: How much does shipping cost?
A: We offer free overnight shipping on all orders over $200. For orders under this amount, shipping costs vary based on the order total and location.
Q: How long does it take to get my order?
A: Orders are shipped via UPS Next Day Air if placed before 3:00 PM EST on weekdays Monday thru Wednesday.. Orders placed after this time or on weekends will be shipped the following business day.
Q: How do I track my order?
A: Track your order by clicking here. You will need to provide the email address or phone number used when placing the order, along with your order number. Our customer service team is also available to assist via live chat or email at carmenitaseafoodhouseinc@gmail.com.
Q: Where is my order shipped from?
A: All orders are shipped from our fulfillment facility in Santa Fe Springs, CA.
Q: What happens if my package arrives after my event?
A: Please plan accordingly, as orders that do not arrive in time for specific events are not eligible for refunds. We suggest ordering early to allow for any potential shipping delays.
Q: What if my package is stolen?
A: Carmelita Seafood is not responsible for packages once they have been delivered. We recommend purchasing shipping protection at checkout to cover potential theft.
Q: Is your seafood shipped fresh or frozen?
A: All our products are shipped frozen unless specified otherwise on the product page. They are carefully packed in an insulated liner with dry ice to ensure they arrive in excellent condition.
PLEASE VISIT OUR SHIPPING GUIDE FOR MORE DETAILS
ORDERS AND PAYMENTS
Q: What should I do if there is a problem with my order?
A: Please contact us at (562) 777-9601 or email carmenitaseafoodhouseinc@gmail.com by the next business day after receiving your order. We are committed to upholding our guarantee and will work diligently to resolve any issues, whether that means replacing your order or issuing a gift card.
Q: What are your payment options?
A: We accept ShopPay, PayPal, Apple Pay, Amazon Pay, and all major credit cards.
Q: What is your refund policy?
A: Due to the perishable nature of our products, we do not accept returns. If you experience any issues with your order, please contact us within 12 hours of delivery at carmenitaseafoodhouseinc@gmail.com. Include your name, order number, and photos if applicable to facilitate a potential refund.
THAW AND STORE
Q: How should I thaw my order?
A: For the best quality, we recommend thawing your seafood in the refrigerator for 24 hours before cooking. If you need to thaw it quickly, place it in a sealable plastic bag under cold running water. For more detailed answers visit our Seafood Thawing and Storage Guide.
Q: Will my products arrive frozen?
A: Yes, all our seafood is shipped with dry ice and should arrive frozen or nearly frozen.
Q: What is the fridge life of seafood once it is fully thawed?
A: Once fully thawed, seafood should be cooked and enjoyed within 1 - 2 days for optimal freshness and safety.
Q: How long can I keep seafood in the refrigerator after I’ve cooked it?
A: After cooking, seafood should be consumed within 3-4 days.
PRODUCT
Q: Where do your fish products come from?
A: Our high-quality fish and seafood are sourced from various trusted providers. Please refer to individual product pages for specific sourcing details.
Q: Will my products arrive frozen?
A: Yes, all our seafood is shipped with dry ice and should arrive frozen or nearly frozen.