ARE YOUR PRODUCTS PERISHABLE?
Yes. With the exception of our dry-cured salumi, all of our products are perishable. Our smoked fish will come labeled with its processed date and information regarding expiration. Your box will also include a yellow slip with information regarding Use and Care. Smoked fish needs to be consumed or frozen within 3 weeks. We generally do not recommend freezing our smoked fish as it negatively affects the texture. Our smoked meats need to be consumed or frozen within 1 week. Our smoked meats freeze well. Because many of our products are perishable, please open your Smokehaus package and refrigerate the contents right away – make the goodness last! We do not replace packages that have been received within a two-day window but have not been then refrigerated or frozen. This is also important for you kind souls who are considering sending a Smokehaus gift – give the lucky recipient a heads up that a delicious, perishable product is in their future.
CAN I SEND YOUR PRODUCTS AS A GIFT?
Yes! Our products make wonderful and tasty gifts. We offer a variety of gift boxes, OR you can create your own. During the checkout process you will be offered a space to include a greeting. We do not include any prices or invoices in our boxes. A word of caution: make sure your gift recipient is home to accept their perishable products. Many people go on vacation for birthdays and holidays – and even a long weekend is enough time for our goodies to spoil on their front steps. Contact your recipient and make sure they will be around to receive their gift. We will not replace gifts that are sent and not refrigerated in time. Otherwise, ship something non-perishable, like our T-shirts, or Salami Gift Box – delicious and shelf-stable! One other note, a “gift box” is shipped in an insulated box, not a decorative gift box.
DOES MY SMOKED FISH NEED TO BE REFRIGERATED IF IT IS VACUUM PACKED?
Yes, our smoked fish needs to be refrigerated at all times. Vacuum packing does not negate the need for refrigeration or make the product last longer than 2-3 weeks refrigerated.
HOW ARE YOUR PRODUCTS PACKED FOR SHIPPING?
Our products are either vacuum packed, wrapped in butcher paper, or packed in sealed plastic tubs. All of our products will be labeled with what they are along with their ingredients. They will also include cooking instructions and expiration dates when necessary. We ship our packages with food-grade reusable ice packs in insulated boxes, using biodegradable insulation and packing peanuts. The ice packs and boxes will keep our products cold until they reach your door.
HOW MUCH WILL SHIPPING COST FOR MY ORDER?
The majority of our products are perishable and need to be kept cold. We ship our products with ice and require expedited shipping to ensure that our products reach you in perfect condition. Our shipping costs are based upon the destination of the package.
For boxes traveling to Minnesota, we charge $18 shipping per order. Minnesotans, rejoice! For boxes traveling to the “Midwest” (ND, SD, KS, IA, MI, WI, IL, IN, MI, OH, TN, MT, WY, CO, KY, WV), we charge $24 shipping per order. For all other states in the Continental US (NY, PA, WA, CA, OR, NV, ID, UT, AZ, NM, TX, OK, AR, LA, MS, AL, GA, FL, NC, SC, VA, DC, MD, DE, NJ, CT, RI, MA, ME, NH, VT)) we charge $58 shipping per order. For boxes headed to AK and HI we charge $65 shipping per order – we’re sorry folks, you’re just so dang far away!
If you order salami only, the shipping charge is $16 no matter where the box is traveling to and will not be sent via Express.
We understand that shipping costs add up and love to offer shipping promotions! Stay tuned to our website and newsletters to find out if you order may qualify for limited-time free or reduced shipping.
WHEN WILL MY ONLINE ORDER BE SHIPPED?
Due to the perishable nature of our goods, we ship nationwide Monday through Wednesday every week to ensure weekday delivery. Orders received before 12:00 p.m. CST Sunday –Tuesday will be processed the next day. Orders received after 12:00 p.m. CST Wednesday will be processed the following Monday. For most Minnesota residential addresses, we will ship on Thursdays as well, for orders received by 12:00 p.m. CST on Wednesdays. If your order is unable to ship due to product availability, we will contact you to alert you to the next available ship date.
Please view our 2019 Holiday Shipping Schedule here.
WHEN WILL I RECEIVE MY ORDER?
You will receive an automated email with your tracking number after your order is processed. You can track your package there, or shoot us an email (or call) if you can’t find the tracking notification. If you ordered perishable items from us, your order should arrive 2 days after being shipped depending on your location. If you ordered non-perishable items, your order may take some extra days to arrive. Our current carrier is UPS. However, gift cards will be sent via USPS without a tracking number.
If you would like your package to arrive on a particular day (Wednesday – Friday), include that in the checkout field labeled “order notes”. If we are unable to make that delivery day possible, we will reach out to you using the phone number or email address provided.
We understand that this is a bit confusing. If you’d like to know exactly when your package will arrive to its destination, call 218-724-7307 and speak to the Mail Order Director.
WHY DID MY ORDER GET DELAYED?
We are a small store front located in Duluth, MN. We make all of our products by hand and resource our products in a sustainable matter. At times, there will be a shortage of some of our wild-caught products (Lake Trout, Whitefish & Sockeye). We will process your order shortly after it’s been placed (M-W 10am-3pm) and we will ship your items as soon as we have the products in stock. Thanks for your understanding.
Once orders leave Northern Waters Smokehaus, we are not responsible for carrier delays or interruptions. It’s also the sole responsibility of the customer to enter the correct shipping address during checkout. If you think you made an error, just give us a ring! (please note Mail Order hours are 9:00 a.m. – 3:00 p.m. Monday-Friday) We’ll fix it before it ships.
WHAT SHOULD I DO WITH THE INSULATED BOX MATERIALS?
All materials used to ship are reusable, however if you need to discard please note they are all eco-friendly materials. The corrugated box is recyclable. The insulation is biodegradable (including the poly film). If you remove the poly film, you can also compost the cotton fibers within. The packing peanuts are also biodegradable. Please reuse the ice packs for future picnics to the beach or give to a friend.
WHAT IF THERE IS A PROBLEM WITH MY ORDER?
Simply contact us right away after you receive the order. It’s best to notify us immediately so we can help assess the nature of your issue. We are happy to work with you to find the proper solution to your concern. We stand behind our products and processes and we value your feedback on your experience with us.
***The Mail Order Department is open Monday-Friday 9:00 a.m. – 3:00 p.m. If you leave an email or voicemail outside of Mail Order hours, we will return your message soon as we are back in the office in the order they are received.
Contact: email@example.com or 218.724.7307 ext. 2