FAQ's - Frequently Asked Questions
WHERE DO OUR PRODUCTS COME FROM?
All of our seafood is sourced from over 20 coastal regions around the world. We use only the premium quality raw material to meet the needs of our clientele.
DO YOU HAVE AN ORDER TIMEFRAME?
Yes, we do. A new box selection for each location with be posted on Thursday evening and you will have until Monday 6:00 pm to place your order. Your order will be available for pickup the same week.
HOW DOES THE ORDERING PROCESS WORK?
First, select the location where you will pick up your boxes, then select the boxes, you will be purchasing. After selecting your boxes, just follow the prompts to complete your purchase. After your order is approved, you will receive an email message notifying you that a staff member will call you to schedule your pickup appointment.
CAN I PICK UP MY BOXES WITHOUT SCHEDULING AN APPOINTMENT?
In order to provide the best customer services and for the safety of our employees, we cannot accept walk-in customers. Please contact us if you do not receive a phone call from us within 48 hours after
placing your order.
HOW DOES THE CURBSIDE PICK UP WORK?
For the safety of our employees and yours, we ask that you to stay in your vehicle. A staff member will greet you at your car and request your confirmation number and name on the order. Our staff will retrieve your order, bring you a copy of your invoice, and place your boxes in an area you designate
(truck, back seat). Staff will open boxes for your inspection to verify contents and amounts. In all of this, we ask for your cooperation in helping us to maintain social distancing and to wear a face mask.
WHAT HAPPEN IF I AM LATE FOR MY PICKUP APPOINTMENT?
We will give you a 30-minute window to pick up your order. However, in the event that delays occur, please call us and we will do our best to reschedule your pickup time.
CAN I CANCEL MY ORDER?
All sales are final, no cancellation, no return, no refund. If you have any questions about our sales conditions, please contact us.
WHAT IS THE REFUND POLICY?
We want to do our best to meet your satisfaction and needs. To prioritize the health of our staff here at the CMU ʻOhana, we do not allow refunds after boxes have been delivered.
For assistance on product errors and other questions, call us at our regional locations:
- Hilo Fish Company: Hilo, Pahoa, Honokaʻa, Los Angeles.
- Kona Fish Company: Kona, Kohala, Waimea
Phone: (808) 326-7708
- Tropic Fish Hawaiʻi: Honolulu
- Tropic Fish Maui: Kahului
- Tropic Fish Kaua'i: Lihu'e