How does delivery work?
Step 1 – Once your order has been prepared we undertake a final quality check and pack items into thermally insulated shipping boxes. Your order is then shipped to your designated delivery address within 1 to 2 days. We notify you by email and via our online order tracking facility once the order has been shipped. Consignment tracking numbers are also provided to assist with expected delivery times.
Step 2 – Huon ships Australia-wide using Toll Priority‘s extensive air freight and road network. Orders are targeted to be delivered within 1 to 2 days after leaving our dispatch facility. Orders are normally delivered during business hours, Monday to Friday. We do not ship orders on weekends or dispatch orders on a Friday. If you would like your order to be delivered on a specific day, please add a note in the “Special instructions” in your cart.
Step 3 – The combination of preparation and shipping to order means you may need to allow up to 7 days for your order to be delivered. All our orders need to be signed for at delivery. The person accepting delivery may also be required to provide proof of identity when accepting shipments.
Step 4 – You may authorise orders to be left safely at the nominated delivery address (authority to leave), however you need to be considerate of the perishable nature of our products. Alternatively in the absence of authority to leave, our freight provider will leave a collection card for the recipient to call and arrange for collection or re delivery. Re-delivery services may incur a re delivery fee of up to $25.
How are your orders kept cold?
Our products are shipped in a polystyrene box enclosed with frozen gel packs which have been quality tested to last for up to 56 hours in non-refrigerated transport.
These gel packs will continue to keep the polystyrene box at the correct temperature while it thaws out.
What if I want the order to be delivered on a specific day, or to order in advance?
You can request a specific delivery date in the special instructions box at checkout. You can order up to 3 months in advance. Our customer service team will confirm if this delivery date is available or organise the closest delivery to the date after you have submitted the order.
How does our subscription service work?
You can subscribe to a selection of products (cart) by selecting subscribe in the cart page. You can select how often you will receive the product on a week or month cycle. You will only be charged for each order upon the cycle which will automatically be deducted and processed.
The order will then be processed in our system to be sent Monday, Tuesday or Wednesday a minimum of 7 business days after. You will receive a confirmation of expected date of delivery every time an order has been processed.
How do I change or cancel my subscription ?
You can log in to your online account via our store (shop.huonaqua.com.au/account/login), and select “Manage Subscriptions”. Here you can update payment methods, postage information, skip orders, edit carts or cancel your order. Alternatively, you can directly contact email@example.com and we can update it on your behalf. You must cancel or edit the subscription 48 hours prior to the next cycle to avoid any fees.
Can I eat salmon from the online store as sashimi?
Our online Premium Grade Fillet must be consumed as sashimi within 5 days from the date the fillet is packed, and must be consumed on the day the pack is opened. Fresh fillets older than 5 days’ post pack date must be fully cooked before they are consumed, and provided that the product is still within the stated shelf life it must be consumed within 3 days once the pack is opened.
The Signature Cut Loin is a smoked product with 21 days’ shelf life on dispatch, this can be consumed as a ready to eat product up until the end of the stated shelf life and must be consumed within 3 days once the pack is opened.
Can I freeze product I buy online?
We do not recommend freezing any of our products, as freezing our products can reduce the quality. As an example freezer burns may occur which would render the product inedible.
We recommend consuming our products chilled, and within the recommended use by date to ensure you enjoy the best quality and taste as possible.
Can I eat the scales from the large salmon fillet?
You can cook these portions and consume it with the scales on, the recommended way to cook this is in a hot pan, skin side down, which causes the scaled to break down and isn’t an issue when consumed.