How long will it take for me to receive my shipment?
If you place your order before 10AM (EST), Monday through Thursday, your order will be delivered the next day. Orders that are received after 10AM (EST) on Thursday will ship out on Monday for Tuesday delivery. Because our smoked fish products are perishable, your package will ship out via Fed Ex Standard Overnight delivery (by 8pm) from our headquarters in Brooklyn to your doorstep.
Where does Acme ship to?
At this point, we ship to the domestic contiguous United States.
Unfortunately, we cannot ship overseas, to U.S. territories (Puerto Rico, American Samoa or US Virgin Islands), or to the states of Hawaii or Alaska.
Please note, we cannot ship to P.O. boxes.
Where does my order ship from?
Acme Smoked Fish is headquartered in Brooklyn, NY. Your smoked fish products ship direct from our headquarters in Brooklyn to your home overnight.
Can I ship to a P.O. Box? Any other delivery restrictions?
Acme does not ship to P.O. Boxes.
We ship to residential addresses, businesses, venues and apartment buildings. Please note that if you’re shipping to a public venue, be sure to specify the recipient as well as the venue name in the address. Also, please alert the staff that you’re expecting a perishable shipment as the contents will need to be refrigerated upon receipt.
If you’re shipping to a business, please be aware that Fed Ex delivers between 8am – 8pm. We cannot guarantee delivery within limited business hours.
How will I know when my order has shipped?
When you place an order, you will receive an email confirmation. Additionally, you'll receive an email notification from us when "Your order has shipped.” The email will include tracking information so you can follow your smoked fish on its journey from Acme to your door.
Is it safe to order during the COVID-19 outbreak?
This is an understandable question given the current circumstances.
Acme follows strict local public health guidelines year round, but during this crucial time, we have implemented heightened sanitizing practices at our facilities. Additional deep cleaning and hand washing processes are in place, employees who are showing signs of sickness are required to stay home and we are working closely with our local health department to ensure that additional measures are being taken as required. Our goal is to ensure the wellbeing of our staff and our customers receiving our products.
Additionally, we wanted to share with you some helpful information directly from the CDC “Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with food.”
Acme is continuing to monitor and take all precautions in this rapidly changing situation. We hope to bring you and your loved ones some comfort through our smoked fish products delivered right to your home during these uncertain times.
Please contact us at firstname.lastname@example.org if you need additional assistance.
How is my smoked fish packed and shipped?
Your smoked fish is shipped directly from our headquarters in Brooklyn to your doorstep. We strive to maintain its excellent quality and freshness by carefully packing it with cushiony, recyclable insulating material and ice packs so it arrives ready to be enjoyed. Since the smoked fish is perishable, we ship it via Fed Ex Standard Overnight to arrive the next day at your destination, by 8pm at the latest.
Does someone need to be home to sign for the package when it’s delivered?
We authorize Fed Ex to deliver your package without a signature required. This way, you don’t have to be home to accept it and the package doesn’t get warm inside during multiple delivery attempts. However, as you are receiving a perishable item, we recommend that you open it immediately and refrigerate its contents upon arrival. Acme is not responsible for items reported damaged due to not storing properly upon receipt or delaying opening upon delivery.
How much does shipping cost?
We offer a subsidized flat rate shipping of $30 within the domestic contiguous United States.
Issues with Shipment/Return Policy
What is your return policy?
All sales are final. If you encountered a problem with your order, please reach out to email@example.com and someone in our Customer Service team will work with you to resolve the issue. Please reach out to our team within 14 days of delivery.
Some of my item(s) arrived damaged. What should I do?
We’re sorry to hear this! Please contact our Customer Support team at firstname.lastname@example.org within 14 days of delivery with your order number as well as details and photos of the damage:
- A photo of the problem area
- Two full shots of the product (from the side and overhead)
- A shot of the packaging/box
We understand that sometimes items get damaged in transit and we will work to resolve the situation quickly.
My order contains a wrong item or is missing something.
Sorry to hear about this! Please contact our Customer Service team at email@example.com within 14 days of delivery with your order number and details of what is missing or wrongly shipped. Someone from Acme will be in touch with you to resolve the issue.
My order arrived warmer than expected.
We at Acme take enormous pride in making sure that your order is packaged properly and shipped overnight so it arrives to your doorstep in good condition and safe to consume. While we regularly conduct test shipments to ensure your smoked fish arrives at the proper temperature, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.
Our products are safe to enjoy as long as they arrive cool to the touch.
If you have additional questions about the condition of your order, or you believe that your order is not safe to consume, please contact our Customer Service team at firstname.lastname@example.org within 14 days of delivery.