FAQs

Orders placed before 9am Monday - Friday are dispatched the same day via tracked courier service. Our target delivery time is overnight; however, please allow up to 2 days for delivery in some cases.

All orders are carefully packed in an insulated polystyrene box with ice packs, designed to keep your seafood adequately chilled for up to 3 days. This helps ensure your order remains safely chilled in the event of an unexpected courier delay.

Orders placed after 9am will be dispatched the following business day.

Rest assured, you’re in good hands! Our team are focused on selecting only the freshest fish and quality products to go into your order.

We'll select your chosen goodies, package it with care and plenty of ice then send it your way.

Once your order is packed and didpatched, tracking details will be sent via email once the order leaves our premises, usually around 3-4pm.

Our staff are well trained and our premises is cleaned and sanitised daily to ensure we meet good operating practices.

Yes, we offer Afterpay on online orders and instore at both Napier and Hastings shops.

*Subject to Afterpay’s terms. See www.afterpay.com/terms. Please note that Afterpay is not a service provided by Saltwater Seafoods. It is a facility offered by Afterpay NZ Limited.

We pride ourselves on selling the freshest seafood and highest quality products and we love getting feedback from our customers. If for any reason you're not completely satisfied with our products, please let us know as soon as possible via our Contact Page, Email or phone.

As we’re in the business of perishables it is essential you contact us within 24 hours of receiving your order and provide photos/videos as evidence as normally it is not feasible to return the product for inspection.

Please choose carefully as we will not offer a refund if you have simply changed your mind or ordered the incorrect products. We write our own clear, honest descriptions for each of our products online. Please read descriptions carefully and note some product images are styled or have been prepared/cooked further.

If you receive a defective or questionable product, we will offer either a replacement product, credit or refund.

Our team take great care to ensure frozen products are packed with plenty of ice in insulated polystyrene boxes, however they may soften or partially thaw during courier transit. If the product arrives adequately chilled, we recommend treating any thawed product as chilled and consuming it within 3 days. We do not provide refunds solely because a frozen product has thawed during transit where it has arrived adequately chilled and otherwise in acceptable condition.

Should you wish to change or cancel an order, please contact us immediately and we will try to rectify or cancel the order if possible.

As we process orders relatively quickly, there is only a brief period of time which you may change or cancel an order. If you wish to cancel an order, a full refund will be issued, minus any transaction and/or other applicable fees incurred by us due to the cancellation of your order. If you want to add products to an order additional delivery charges may apply.

Orders placed via our website are for immediate dispatch only. Meaning we cannot take pre-orders or advance orders (unless a product is specified as a pre-order item, for example Christmas pre-order products).

This is because all our fresh fish and fresh chilled species have a quick turnover and stock fluctuates by the hour and we want to send our goods out as fresh as possible.

“Back Soon” means the product is currently Out Of Stock and not orderable but we expect it to be back in stock soon. You can sign up to be notified via email when the product is back in stock.

We have found there can be issues processing orders with Afterpay. Here are some common trouble-shooting tips

• Your Browser or device’s operating system may need to be updated
• Try a different browser. Confirm you’re not using in-app browsers, like Instagram or TikTok's browser. These browsers don't support Afterpay or Clearpay's functionality.
• Try a different device
• Use a private or incognito browsing tab

Once you have successfully placed an order you will be shown an Order Confirmation page, you’ll also be sent an order confirmation email from us. If this does not happen please contact us.

Yes, we do! You can find us at 1005 Karamu Road North, Hastings or 17 Mahia Street, Ahuriri, Napier.

Once your order is placed, we’ll pick, pack, and schedule it for delivery on your preferred date. You don’t need to do anything else.

Tracking is emailed the afternoon your order is dispatched—usually the day before your selected delivery date. If you added a valid mobile number, you’ll also get text updates once the parcel is collected.

During peak season we may mark orders as fulfilled early to manage processing. Your parcel will still be dispatched to arrive on your chosen delivery date; tracking will confirm when it leaves us.

We can’t guarantee delivery times. You’ll receive notifications at key stages—Pick Up, Out for Delivery, and Delivered—which give a good indication of timing. For ETA questions after dispatch, please contact NZ Couriers (use their branch finder to locate your nearest depot).

Yes. Please make sure your address is eligible for Saturday delivery with NZ Couriers. Use their eligibility tool to confirm before selecting this option.

If you selected collection, your order will be ready 10am–5pm on your chosen date. We don’t send pick-up emails—just arrive on the day you booked.
• Collection is from our warehouse (address TBC).
• Orders are not held at our shop.

No—local delivery won’t be available for Christmas pre-orders.

We may phone to ask about dispatching a little earlier (especially for frozen items) to avoid courier congestion and ensure your order arrives in top condition.

If non-eligible items are included, we may dispatch or cancel parts of the order without prior notice (we’ll try to contact you first). If an item outside the XMAS PRE-ORDER range isn’t available at dispatch, we may supply an alternative or issue a refund.

Yes—choose an earlier delivery date and freeze your seafood on arrival; thaw for Christmas Day for best quality. Note: delivery on Tue 24 Dec (Christmas Eve) has limited slots—Fri 20 Dec or Sat 21 Dec are recommended alternatives.

Christmas pre-orders: Last day to order is Sun 15 Dec (subject to change).
New Year’s orders: Ordering reopens Fri 27 Dec (no Saturday deliveries; Monday dispatch only).
Place orders Fri 27 Dec – 9am Mon 30 Dec for delivery Tue 31 Dec.
After New Year’s: Online orders close Mon 30 Dec and reopen Sat 4 Jan for dispatch Mon 6 Jan.