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| F A Q |
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| Home Delivery - Frequently Asked Questions (FAQ) ...or ask Mr. Fishman |
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| Q1. | Dear Mr. Fishman. I hear you sell the best seafood & meat in Hong Kong and actually deliver it to my home. Is this true? |
| A1. | Do fish drink water? ....er Yes. |
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| Q2. | So if Sally sells seashells by the seashore is Sally's seafood fresher than yours? |
| A2. | Our shellfish such as Mussels, Clams and Oysters are sold live so it doesn't get any fresher than that. Besides - Sally doesn't deliver up to The Peak. |
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| Q3. | Is there a minimum amount I have to order? |
| A3. | The minimum amount for free delivery is $400. |
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| Q4. | Can I order less than $400? |
| A4. | We entertain orders of $200 or more however a nominal delivery fee will be charged. Usually
$45, but it depends on where you live. |
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| Q5. | Can I pool orders with neighbors to avoid paying a delivery charge? |
| A5. | Absolutely. We can bag the items separately for each party and as long as the combined order is $400 or more and delivered to one address there is no delivery fee. |
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| Q6. | Which areas do you deliver to? |
| A6. | At the moment we deliver to:
The Peak,
Happy Valley
Mid Levels,
Tai Hang
Causeway Bay
Wanchai
Pokfulam
Shouson Hill
Deepwater Bay
The South Side (Repulse Bay, Chung Hom Kok, Stanley, Tai Tam)
Please note - minimum delivery for Shek-O is
$1,000. You may pool orders with friends but the total must
exceed $1,000
Kowloon Tong
Yau Yat Tsuen
Tsimshatsui
Clearwater Bay
Sai Kung (excluding the Country Park)
Shatin
Hong Lok Yuen
Royal Palms
Fairview Park
Ma Wan - A $40 surcharge is levied as we are charged this to enter Park Island. If more than one household has ordered for delivery the same day this charge is split between all.
Siu Lam / Gold Coast / Tuen Mun orders are accepted
however delivery falls on Wednesday & Saturday mornings
instead of Tuesday & Friday.
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| Q7. | Do you deliver to other places - like Discovery
Bay or Tung Chung? |
| A7. | Delivery
to D.B. and Caribbean Coast area of Tung Chung is made every Friday. For other locations please give us a call to see to check on delivery details. Our office number is 2555 6200. |
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| Q8. | Can you tune my fish? |
| A8. | We all know you can tune a piano but you can't tuna fish. |
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| Q9. | Do you sell local fish? |
| A9. | No. All our fish and meat is imported. We only import wholesome, safe seafood and meat from areas with sustainability programs in place and strict monitoring of health and regulatory issues. |
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| Q10. | Is your fish and meat fresh or has it previously been frozen and 'refreshed' for our convenience. |
| A10. | Any fish or meat advertised as being fresh or chilled has never been previously frozen. We sell frozen fish and meat however it is sold as frozen and is clearly labeled and billed as such. |
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| Q11. | Can I freeze your fresh fish or meat? |
| A11. | Yes. All filleted fish and cuts of meat are vacuum packed and labeled with 'Use By' dates. The vacuum packed bags can be placed in the freezer. If you don' t intend on cooking and consuming the fresh products before the 'Use By' date we suggest you freeze the product right away. The sooner the product is frozen the better it will be when it's thawed. |
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| Q12. | How do I know what fresh fish you have available? |
| A12. | Our website is updated twice a week with a list of available fish. Usually this is done on Saturday and Wednesday. As soon as our suppliers tell us what fish is likely to be available we update the website and send e-mail alerts to all the customers on our contact list. |
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| Q13. | How can I get put on the contact list? |
| A13. | Just send us an e-mail requesting inclusion on the list. |
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| Q14. | How
do I place an order? |
| A13. | As
of August 2006, all orders are to be placed through our
online ordering system. This can be accessed through our
home page or accessed directly by clicking on the following
link:
http://www.south-stream-seafoods.com/store/index.html. |
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| Q15. | I'm
hopeless with computers. Until recently I thought a 'hard
drive' was trying to negotiate my way through Causeway Bay
traffic ....and I'm embarrassed to tell how happy I
was when my husband said he was getting rid of his 'floppy'.
How am I supposed to place orders online? |
| A15. | The
online store is a simple and easy as we could make it. Find
the picture of the product you want and enter the quantity
needed. If you need help there is a 'Help' button on the
storefront with some simple instructions and tips. |
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| Q16. | I'm having a dinner party. Can I order in advance? |
| A16. | Certainly. While we can't promise specific species will be available on a specific day we will try our best. One of the frustrations of working in this industry is that fishing is subject to bad weather, poor catches, quota's, transport problems and whales. |
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| Q17. | Did you say whales? |
| A17. | Yes. We've actually had fishing boats returning with catches that were hit and damaged by whales. They're not all swimming around in aquariums entertaining children you know. |
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| Q18. | How do I pay for the delivery? |
| A18. | At present we
accept payment in cash, by bank transfer or by cheque made payable to: South Stream Seafoods Ltd.
Credit card payments can be made through https://www.paypal.com.
Our account is credited through our email address fish@south-stream-seafoods.com. |
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| Q.19 | I'm
paranoid when it comes to giving credit card information
online - Is Paypal safe? |
| A.19 | Paypal
is the industry leader when it comes to secure electronic
payments. It is owned by E-Bay and is the industry standard
for making online payments using credit cards. It is secure,
safe and easy! |
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| Q20. | How
come I don't pay when I place the order? Why do I have to
wait for the invoice? |
| A20. | We
individually cut and pack your orders to your
specifications. You get a choice of how you want your fish
and meat cut and we do our best to pack it that way. You're
not stuck buying half inch thick steaks when you want yours
two inches thick. You don't have to super glue together one
and a half 8 oz steaks if you want yours 12 oz. We cut from
fresh products and there is some variance in weight. We only
charge you for what you're getting. Beware other vendors
that offer fixed price packs of fixed weight goods - only to
turn around and say it may vary by 10% but generally you'll
come out on top. 900 gms of tenderloin when you're
paying for 1 kg is quite the deal. |
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| Q21. | Other
people claim their meat 'settles' during transit and loses
weight along the way. Does your fish or meat 'settle'? |
| Q21. | Corn
Flakes 'settle'. Potato chips 'settle'. They may not fill
the box or bag after being delivered but the still weigh the
same amount. I'll have to find out what process the
other people use as I'd like my weight to 'settle' during
transit. |
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| Q22. | Can
I set up an account? |
| A22. | Home
delivery customers can apply for a monthly credit account
however a deposit of HK$1,500 must accompany the
application. This is refundable at such time as you wish to
terminate the account. Clients with accounts will receive a
statement at the end of the month. Payment is due on receipt
of the statement. |
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| Q23. | I like my steaks cut 1" thick. Can you do this for me? |
| A23. | We try our best to cut meat or fish to your specifications. Of course portioning fish and meat is an inexact science. We ask that you allow for some tolerance +/- the requested sizing.
Packing and cutting requirements can be listed in the
box provided for these instructions during the checkout
process online. |
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| Q24. | Can't you just trim off the excess and give me exactly what I ordered - or conversely add bits to make up the difference.
If I ask for a kilo of beef - do I get exactly a kilo? |
| A24. | I'm afraid trimming off 30-40 gms to match the ordered weight exactly just ends up as wastage. The result is ultimately higher prices for everyone. Adding a piece of fish the size of a disposable lighter to make up weight is also counterproductive as it just ends up as an odd sized bit.
We invoice clients based on the exact weight of product
packed. We try to stay within +/- 10% of the quantity
ordered. |
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| Q25. | Surely you can't have unlimited amounts of fresh fish. What happens if everyone orders the same fish? |
| A25. | We work on a first come, first serve policy. Anyone that has pre-ordered fish gets their order filled first. The orders are then filled in the order they're received. When a certain species of fish has sold out, our clients are offered other fresh alternatives or the opportunity of taking the same fish in frozen form (if available) |
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| Q26. | Can you offer me any advice when it comes to ordering? |
| A26. | Yes -
ORDER
AS SOON AS THE STORE OPENS!!! |
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| Q27. | Do you have a cut-off time for orders? |
| A27. | As
most items are cut and packed to customer specifications we
need time to do this. Cutoff times are noted on the 'Fresh
Offerings' page and on the e-mails that are sent to people
on our contact list. It is also noted on the Online
Storefront. |
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| Q28. | Do you get courier companies to deliver for you? |
| A28. | No. Fish and shellfish is extremely perishable. The cool chain must be maintained at all times and we don't entrust this responsibility to any third party. We deliver in refrigerated trucks - In locations where our large trucks are unable deliver we use smaller vans with cool
boxes for chilled product and freezers for frozen goods. |
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| Q29. | Humour
isn't something we associate with the fish biz but I heard you slip a sardine into each shoe every morning and feel funny all day? |
| A29. | The answer to that is no. It only smells like I filled my shoes with fish. |
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| Q30. | How
do we know our fish and meat are safe? |
| A.30 | All
joking aside, we take great care in the storage, handling,
packaging and transport of all the food we sell.
We ensure our goods are wholesome and come from
cleanest sources possible. We value nothing more than our
reputation and our reputation rests with every piece of
product that goes out the door.
Our fish and meat are imported from licensed exporters
and are shipped with the requisite health certificates from
those countries. Our fish and meat are packed in our FEHD
Licensed Food Factory. License # 4994801209.
Our Hygiene Manager is Annie Ng Yuk Ching; Cert #
HK058961. Our Hygiene Supervisor is Bradley White; Cert
#HK057788 |
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