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Frequently Asked Questions

Can’t find the answer you’re looking for? We’ve shared some of our most frequently asked questions to help you out!

 

Why are you doing this?
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People need to eat, and seafood remains a crucial part of the food supply. We figured we better find a way to get it to the consumers’ plates so we reached out to our employees, suppliers and partners (which included every link in the supply chain from fishermen to delivery drivers) and they were all in. Everyone agreed we had to do this and we especially needed to find a way to help out those who were particularly vulnerable during the coronavirus pandemic.

Where does the seafood come from?
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All of the seafood is sustainably harvested or produced, primarily in British Columbia. We bring in some seafood for which there are no local direct substitutes and those products are also sustainable or Fair Trade.

Is this seafood safe?
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Oh my goodness yes. We’ve locked down our facility and measures have been taken to limit contact between production and delivery staff. Office staff are working from home. We’ve stepped up hygiene and sanitation practices and our premises now look more like a pharmaceutical or high-tech cleanroom than a fish handling facility. If you want to know anything about the coronavirus and food, we recommend you visit the B.C. Centre for Disease Control web site where they provide a thorough explanation (http://www.bccdc.ca/health-info/diseases-conditions/covid-19/about-covid-19/food-safety).

Can I substitute products in your “packs”?
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Sorry, but in order to keep the cost down and the efficiency high, we developed a range of standard product offerings that our chefs told us should work great for people that are locked-in and want to do some seafood home cooking.

I love fish but I don’t really know how to prepare it?
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Well this is your lucky day. Normally, we sell the same seafood that we’re supplying to you to the top chefs in the world, some of whom are Michelin-starred. With their restaurants forced to close, we asked them if they wouldn’t mind helping you out by providing some very simple preparation tips. They responded enthusiastically and have created short videos that will allow you to astonish and amaze with your new-found seafood culinary capability. You can find these videos on the shopping page next to the products. Please thank these great chefs with your patronage when the opportunity arises.

Do you have access to an unlimited supply of seafood?
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We wish. We have a reasonably healthy inventory, and by the grace of God, the fresh fish season just started with the opening of halibut which will quickly be followed by a number of other fisheries. There are limitations on how much we can produce on a daily basis and our order system will advise you if we are sold out for the day.  We are working with government agencies to not only keep our employees safe and healthy but to also ensure the safety and health of the fishermen who on top of braving natural storms now have this one to contend with too. They’ve told us there is no higher purpose than to do what they can to help out their fellow Canadians. We ask that you remember that when this storm passes.

How is the seafood packaged?
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We have used recyclable packaging wherever we could. We have discouraged the use of styrofoam since it’s difficult to recycle but will provide the seafood in styrofoam boxes for those who are employed in essential services and may not be able to take immediate delivery of their order. Please make a note in the DELIVERY INSTRUCTIONS box on our order page to let us know if you are on the frontline and require insulated packaging.

What are the delivery options?
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To keep the seafood coming, we’ve got to keep everyone safe and healthy. We’ve developed a delivery system that enables us to do that while providing a lot of deliveries over a broad geographic area. To assist us, we’ve provided a DELIVERY INSTRUCTIONS box on our order page and would ask that you let us know how you would like your order delivered. To keep our deliveries contactless, we ask that you indicate if you want your order left at your door, a reception desk, or a secure location. We will advise you by text, voice or email when your order has been delivered.

Where do you deliver to?
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In the Lower mainland, we deliver to West Vancouver, North Vancouver, Vancouver, Burnaby, Richmond, New Westminster, Coquitlam, Port Coquitlam, Port Moody, Pitt Meadows, Delta, Surrey, White Rock, Maple Ridge and Langley. Pickup is now available every Saturday from our False Creek location between 1 p.m. and 4 p.m.

In Squamish, we offer home delivery every other Saturday as well as store pick.  Store pick up is at Kitchen Quickies in the Garibaldi Village Mall on those Saturdays between 1 p.m. and 3 p.m.

In the GTA, we deliver to Toronto, Scarborough, Richmond Hill, Vaughan, Concord, Brampton, Mississauga, Milton, Oakville, Markham and Etobicoke every Wednesday.   

In Cambridge, we offer pickup at Langdon Hall every Wednesday between 1 p.m. and 3 p.m. 

How is your product delivered to me?
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All our products are either shelf stable or frozen and traceable. To ensure we maintain the integrity of the cold chain, we are only using our own fleet and dedicated carriers who can keep your product refrigerated during transport. We ask that you please order based on your home availability so that you’re there to collect your order when we deliver it. We have arranged to deliver the seafood in insulated packaging for those frontline essential service workers who do not have the flexibility to be there to accept delivery.

Can I request a specific time for my order to be delivered?
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We are unable to guarantee a specific time window for when your product will arrive. We will send you a notification when your order has been delivered and we ask that you make every attempt to be home to receive it.

Can I arrange to have an order delivered to someone?
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For sure. Just complete the order form with the shipping address you wish to have the order delivered to and we’ll take care of it for you.

Do I have to pay taxes?
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Only GST/HST on the delivery charge.

When will I receive my order?
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You can choose the day you wish to receive your order during the checkout stage. 

For Lower Mainland residents order cut-off is 4 pm for as early as next-day delivery to you.  Lower Mainland residents who wish to pickup their order now have that option and can order up until Friday before 4 pm for Saturday pickup. For Squamish residents, you can also order up until Friday before 4 pm for Saturday delivery or pickup.

Greater Toronto Area residents have until Thursday before 4 pm the prior week for the following Wednesday delivery to you.

What do I do if I don’t receive my order?
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Just call us at 604-447-7728 or email us at customersupport@organicocean.com, provide your order information, and we’ll chase it down and ensure that you receive that which you ordered.

What do I do if there is a problem with my order?
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Just call us at 604-447-7728 or email us at customersupport@organicocean.com, provide your order information, tell us what the problem is, and we’ll do everything within our power to remedy it.

How do I make changes to an order that I’ve already placed?
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Just call us at 604-447-7728 or email us at customersupport@organicocean.com, provide your order information, tell us what you want to change, and we’ll see what we can do to make you happy.

May I phone in an order?
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You sure can. Just call us at 604-447-7728 and we’ll take down your information and process your order.

How do I contact you if my question isn’t answered here?
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Just call us at 604-447-7728 or email us at customersupport@organicocean.com with your question and we’ll put you in touch with the best person to answer it.

You mentioned you are a social enterprise and call this initiative “Neighbors Helping Neighbors”. What does that mean?
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We’ve drastically reduced our prices in order to make really good safe and healthy seafood affordable. We are also working with Goodly Foods Society, a non-profit social enterprise that, among many good things, provides nutritious food to the most vulnerable through donations to local charities and food banks across Metro Vancouver. In addition, we work with the Squamish Food Bank and The Stop Community Food Centre in Toronto.  Your support of this program makes you yet another neighbour helping other neighbours in your community.