FAQ’s

Our boxes

Where does your seafood come from?

We source products direct from our partner boats, the morning fish market auctions as well as from other reputable fisheries from across New Zealand.

Why do I have to order a box rather than an individual fish type?

To ensure the freshest fish, the best price, and to make things easy, we’ve grouped together fish that have a similar taste and texture and that can be cooked in the same way.

Some boxes, like our Salmon Box, will be one specific fish type.

What if I’m not happy with the seafood you sent me?

Please call us on 0800 FISH FISH or send us an email at support@freshcatch.co.nz no later than three days after the date you received the Box. Our ‘Care you can taste’ guarantee means we are 100% committed to making it right.

PAYMENT

Why don’t you charge by the kilo for your fish?

Our promise is ‘Fish made simple’ so we want to be able to sell seafood in a user-friendly way.

Most people don’t know how much a whole snapper weighs for instance – we have taken the guess work out of it and our prices are based on providing a generous portion of fish per person.

The minimum weight is 180 grams per person, and often you will receive more than this at no extra cost.

Ordering

Is there a deadline for placing an order?

We want to make fresh seafood as accessible as possible.

Monday to Saturday – order by 3pm for next day delivery. With Fish Now order by 11pm for next day delivery.

What if by chance a certain product isn’t available?

One of the benefits of our boxes is that they are designed with choice in mind so we can select the freshest fish available – however if it does occur, we will substitute with something equally as delicious. As always our ‘Care you can taste’ guarantee ensures if you’re not happy we will make it right.

I have placed an order but didn’t receive a confirmation email?

Please give us a call on 0800 FISH FISH or send us an email at support@freshcatch.co.nz

How do I change my subscription?

Log in and go to ‘My Account’.

Click on Subscriptions – there you will see any subscription you hold with us.

Click the ‘View’ button next to the subscription you want to change.

(NB: if you previously paused your subscription you will need to select ‘Reactivate’ before you can make any changes)

Select ‘Change your Subscription’ (which can be found under ‘Subscription Totals’)

A ‘pop-up’ will appear in which you select product type, what day, how many people and frequency.

Once completed hit ‘Update Subscription’.

Then you’re all set.

How do I pause or cancel my subscription?

Log in and go to ‘My Account’.

Click on Subscriptions – there you will see any subscription you hold with us.

Click the ‘View’ button next to the subscription you want to change.

Select Suspend, Cancel or Change the Delivery Address.

Then you’re all set.

How do restart my subscription?

Log in and go to ‘My Account’.

Click on Subscriptions – there you will see any subscription you hold with us.

Click the ‘View’ button next to the subscription you want to restart.

In ‘Actions’ select ‘Reactivate’.

Then you’re all set.

My order has not arrived – what do I do?

Please call us on 0800 FISH FISH or send us an email at support@freshcatch.co.nz

We will track the van to ensure it is on the way.

DELIVERY

What are your delivery times?

Monday to Friday– between 1pm and 6pm

Saturday– between 9am and 1pm

What if I am not at home?

As part of our service agreement you have given us permission to leave your order at your delivery address. When you place your order you can detail special instructions as to where we leave it. We simply ask that this is easily accessible and that if you have a dog it’s tied up!

If you are not home, we will text you to let you know your order has been delivered. We take the utmost care in ensuring your delivery arrives under temperature control in our specially designed chilltainers, packed with ice to ensure optimum freshness.

Do you re-collect the empty boxes?

Absolutely. Just leave them out on the day of your next delivery and our drivers will pick them up. We have chosen to use reusable ice packs, and specially coated boxes instead of Styrofoam – we all need to love our environment.

What is the delivery charge?

To make Freshcatch available to as many people as possible we have a standard charge of only $3.00 wherever you are in Auckland.