FAQs
GENERAL
Where are you located?
We ship our All Fresh Seafood.com orders from the Bronx, NY – 1 mile from the World-Famous Fulton Fish Market.
We have our retail sushi store in the iconic Grand Central Terminal Market located at 43rd & Lexington Avenue in NYC. We have been there for over two decades.
Are you open to the public?
Yes, our retail sushi store is. You can visit us 7 days a week inside Grand Central Terminal Market.
Where does your seafood come from?
We are direct fish buyers — we buy directly from boats + fishing families who specialize in specific species. We align with best-in-class partners around the world.
Is your fish wild & sustainable?
Yes. We carry both wild and sustainably farmed fish from responsible farming programs that protect species + global fish stocks.
Can I send an order as a gift?
Yes! In checkout, simply add your note with the recipient info + desired delivery date. We also offer Gift Cards for easy gift giving.
SHIPPING
What is Route Package Protection?
Route helps protect your shipment in the event of loss, damage, or theft. You may add this protection at checkout.
What is your daily shipping cut off time?
Orders placed after 12 PM EST Monday – Friday will ship the following business day.
Do you offer FREE Shipping?
We offer Free Shipping on order over $199 after all discounts and coupons and reward points have been entered
Saturday Delivery
We offer Saturday delivery in eligible areas. For special events, please order at least 2 - 7 days in advance. We HIGHLY recommend adding Route Package Protection on Saturday shipments — without it we cannot be responsible for carrier delays.
Do you ship to Alaska or Hawaii?
We ship to Alaska. We do not ship to Hawaii at this time.
Do you ship internationally?
Not currently.
Do you ship to PO Boxes?
No, we do not ship to PO Boxes, APO or FPO addresses.
PAYMENT
How do I opt out of Shop Pay?
Use the form linked on the Shop app page to opt out.
DEALS
Can I use multiple discount codes?
You may combine multiple single-item discounts in the same order. However, sitewide discounts cannot be combined with collection discounts, individual product discounts, or reward points.
MY DELIVERY
Do I need an account to order?
Yes — it allows you to track orders + makes checkout faster.
Can I modify my order?
Yes, if you contact us the day before your order is to ship. If your order has already passed shipping cutoff and shipped, changes cannot be made.
How is my order packaged?
We use thermal insulated coolers. Gel packs can be used for gardening fertilizer on fresh shipments, and we use dry ice for frozen orders.
How do I track my order?
You will receive an automated FedEx tracking email once shipped. You can also log into the website and find this information in our live chat.
What if I want to change or cancel my order?
In your All Fresh Seafood account, there will be a customer portal where you can edit, skip, or cancel any orders you have active.
Please note that orders cannot be canceled once they have been shipped.
To ensure we can process your request in time, we recommend submitting any cancellation or change requests at least 48 hours before your desired delivery date.
Order Credit or Refund Policy
Fresh claims: 3 hours from arrival.
Frozen claims: 3 hours from arrival.
Damaged box claims: 3 hours from arrival
Please email video + photos + description to info@allfreshseafood.com for the fastest response.
When Should I Order Seafood?
For holidays + events, please order at least 7 days ahead. FedEx can experience carrier delays during peak windows. If you order your product for special occasions to arrive on that day, we can’t be held responsible for carrier delays.
Live Lobster Delivery Guarantee
All Fresh Seafood — Because you deserve the real deal, every time.
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We’re proud to bring live Maine lobsters right to your door — and we stand behind every order. We guarantee the quality of our live lobsters on the day of delivery. If something isn’t right, we want to make it right. Here’s exactly how our policy works. |
WHAT WE COVER
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✓ We will issue a credit or refund when:
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✗ Outside our coverage:
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A Few Important Things to Know
Cook them the day they arrive.
Live lobsters are guaranteed on arrival day only. If you choose to hold them overnight, you’re doing so at your own risk — we can’t be responsible for what happens after day one.
Bring your package in promptly.
Perishables left outside for more than an hour — especially in warm weather — can spoil. Please be home, or let your gift recipient know a delivery is coming.
Video is required for all claims. ↓ 3-hour window
If you believe a lobster arrived deceased, please record a short video showing the lobster on its back before touching or discarding it. This video must be sent to us within 3 hours of delivery at
info@allfreshseafood.com. We are unable to honor any refund or credit without it. Do not discard the lobster or packaging before submitting your claim — doing so forfeits eligibility.
Even dormant lobsters can be saved.
If a lobster seems sluggish or still upon arrival, cook it right away — this is completely normal after travel. A lobster that is discarded before a video is submitted forfeits eligibility for a refund.
Carriers don’t call ahead.
We ship with tracking and email notifications, but neither we nor our carriers contact recipients directly. If you’re gifting lobsters to someone, please give them a heads-up that a perishable delivery is on its way.
Access restrictions.
If your address has known delivery restrictions (gated communities, remote rural areas, etc.), please reach out before placing your order so we can route correctly.
Weather and peak shipping periods.
We always do our best to get every order there on time. For holidays and high-volume periods — Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas, and New Year’s — we strongly recommend ordering in advance and cooking your lobsters the day they arrive. If you’re planning for a specific occasion, cook on delivery day and refrigerate for use the following day. This is the best way to guarantee a stress-free experience for you and your guests.
Missing packages.
If your package doesn’t show up, please contact us within 24 hours of the expected delivery. Tracking notifications are sent when your order ships — check your email and reach out right away so we can open an investigation.
Address accuracy.
Please double-check your shipping address at checkout — name, street, city, state, and zip. We won’t be able to refund orders that miss their delivery window due to an incorrect address, but we’ll always do our best to help redirect when possible.
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By placing an order with All Fresh Seafood, you agree to these terms. We know this is a lot to read — the short version is: cook your lobsters the day they arrive, record a quick video if something’s wrong, and reach out to us within 3 hours. We’ll take care of you. |
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Not happy? Let us know. We’re real people who love great seafood just as much as you do. Reach out and we’ll make it right. |
SUBSCRIPTIONS
When will my order be delivered?
You’ll receive a notice 3 days before charge. Orders ship Monday–Friday. Orders placed after 1 PM EST will ship the following business day. Saturday delivery available in eligible regions.
How do I cancel or skip?
Manage inside your customer portal. Request changes at least 48 hours before desired delivery date.
SEAFOOD HANDLING
Storage
Fresh: use within 4 days or freeze up to 6 months.
Frozen: place in freezer immediately. Store up to 1 year.
Special Orders + Custom Cuts
Yes — note in memo section. Our mongers will portion, steak, or butterfly.
Why are some items unavailable at times?
Because fishing is unpredictable — nature does not always produce equal volume daily.
Where are your shrimp from?
We carry wild USA domestic shrimp and premium South American shrimp programs, all chemical-free.
Are your whole fish cleaned?
Yes (except very small fish like sardines/anchovies).
Is your lobster cooked?
Yes — cooked, picked, packed and shipped same day.
Dry Ice Safety
Wear gloves, handle in ventilated areas, keep away from kids + pets. Let it sublimate in open air for disposal.
PRODUCT QUESTIONS
Are all meats Prime?
Some are — check each product listing.
Do meats ship fresh or frozen?
Frozen.
How do I heat soups?
Simmer gently in a pot until hot.
ALL FRESH REWARDS
How do I join?
Create an account — you receive 100 points upon signup.
How do I earn + redeem?
Every purchase earns points. Redeem inside your rewards dashboard into discount codes.
Do points expire?
Yes — 1 year from issue on your anniversary date.
Do tier levels expire?
Tier level rolls on 12-month spend.
Referral Program
Yes — refer friends and earn bonus points when they purchase.
Who do I contact if I have questions?
Email info@allfreshseafood.com or call 833-GOT-CRAB.