General Shipping FAQ
UPDATED DECEMBER 2023
What do you charge for shipping? - All orders ship for free!
Where will my order ship from? - This year we are partnering with a frozen fulfillment center in Illinois to get all orders out across the country within 3 days of shipment.
Where can my order ship to? - Pride of Bristol Bay currently only ships to 48 contiguous United States & District of Columbia. We do not currently ship to Hawaii, Alaska, US territories, or internationally. Due to dry ice being in shipments, we are not able to ship via USPS or ship to a PO box mailing address.
What carrier do you use for shipping? - We use UPS for all orders. FedEx option available if requested before order is placed - give us a call at 570-317-2200 to place your order over the phone.
When will my order ship? - We only ship orders out on Mondays and Tuesdays to ensure your order arrives within the same business week. Orders received after Mondays at midnight EST cannot guarantee same week shipping and may ship the following week. During shortened weeks due to holidays, orders may be held until the following week to ensure safe and timely arrival.
How long could it take for my order to arrive? - Delivery may take up to 3 full days from our shipping facility to your door. Orders are packed in an eco-friendly liner option with enough dry ice to cover expected transit time, plus a little extra in case of delays. Once your package has shipped, you will receive a shipping confirmation email with tracking number and details so you can keep track of your delivery. Once a package is picked up by the carrier, please allow 24 hours for tracking information to update. We are not able to guarantee a specific delivery date.
What kind of liner will my shipment arrive in? - We are always striving to use the most eco-friendly options for our shipments. Current possible liners you might receive are:
- Recyclable PET plastic sourced from recycled water bottles - Click Here for more information
- Biodegradable EVRgreen® EPS foam coolers - Click Here for more information
Our 100% Guarantee
Our 100% guarantee gives you the peace of mind needed when ordering our wild Alaskan salmon to your home. Should your product be in an unsatisfactory condition that is not safe to refreeze due to a carrier delay, we provide a 100% guarantee for any spoiled product, meaning either a refund for the value of the spoiled product or an order replacement if the entire shipment is damaged. Please use the checklist below to determine if your product is spoiled.
Salmon Shipment Arrival Checklist
How to confirm your salmon shipment is ready for the freezer:
Option 1 - Product arrives frozen with dry ice in the box: This is the expected arrival. Yay! Carefully remove the salmon from the box, being mindful to avoid touching the dry ice, and put the salmon into your freezer.
Please be sure to handle the dry ice properly in order to dispose of it. Click here to review information on dry ice safety from the CDC.
Option 2 - Dry ice has completely sublimated, but product is still frozen: The salmon is completely safe to put in the freezer and use!
As the case makes its way to you, the dry ice within the box will sublimate, but the salmon will remain frozen and top quality for the entire journey due to our packing techniques.
Option 3 - Product is thawed along edges upon arrival, but still frozen solid in the center: While this isn't what we strive for upon delivery, the salmon is perfectly safe to refreeze in order to cook and use at a later date!
Thanks to the specific packing technique we have developed over the years, your product should remain frozen in the core/center of each fillet or portion, making it completely safe to keep for enjoyment at a later date. For peace of mind, you can check the temperature of the salmon with thawed edges, which should be under 40 degrees in the center regardless. Thawing will not degrade the quality of your fish.
Option 4 - Product is completely thawed upon arrival: Immediately check the temperature of the product:
▪ If the product is 40 degrees or below: It is safe to refreeze and use at a later date!
▪ If the product is above 40 degrees: It is not safe to consume and should be discarded.
Should this unfortunate situation occur with your product, we ask that you first take photos of the spoiled product and then reach out to our team immediately to let us know. We provide a 100% guarantee, meaning a full refund or product replacement. Only dispose of the salmon if it is warm to the touch and definitely above 40 degrees. Salmon that is thawed but still cool and below 40 degrees is still considered safe to use, but we definitely still want to hear about what may have gone wrong with your delivery so we can find out how we can do better in the future!
What should you do if you have an issue with your order?
Should you have any hesitation about the quality of your salmon upon arrival after consulting the checklist below, please do the following:
1) Take photos of the box and contents (the more photos the better) and email to firstname.lastname@example.org with your order number, name, and details about your concern.
2) Mark any questionable product in some way and store it in your freezer until you hear back from a customer service representative.
3) You will be contacted within 1 business day to follow up about your order, advise about the safety of your order, and assess what steps need to be taken to resolve any issues.
Due to the perishable nature of our product, we do not accept any returns. Instead, we ask that you first take photos of any product you have an issue with and reach out to our team immediately to let us know. Once we have been notified of the issue and determined a plan to rectify the situation, you may safely discard any inedible salmon, if directed to do so. Check with your area's local disposal procedures for raw food if you are unsure of proper safe procedures.