FAQs
DELIVERY & PAYMENT
Where do you deliver to?
We deliver islandwide in Singapore. An extra charge of $15 per trip is applicable delivery to Sentosa Island, Tuas, Jurong Island, Jurong Shipyard, Jurong Port and other restricted areas where applicable.
What are the delivery charges?
Shipping is free with minimum spend of $80. For orders under $80, a delivery charge of $15 will apply.
What if no one is around to accept the order?
If no one is home to accept your delivery within 5 minutes of our driver's arrival during the stipulated delivery timeslot, we will take your fish back to our facilities to be frozen. We will then attempt to arrange with you a second delivery whereby a $15 fee will be imposed.
When will my order be delivered once I place my orders?
It will be delivered within 1-3 days working days. We deliver Tuesdays to Sundays with the following time slot: any 4 hours between 8am to 10pm. We are unable to provide an exact time of delivery. However, we will drop you a WhatsApp/SMS on that day of delivery to confirm prior to delivery.
How can I make payment for my order?
You can select your preferred payment method at checkout.
We accept secure payments via Credit Cards, Debit Cards and Paynow to 84810874 (SMGR).
As a small business, we really appreciate payments via Paynow as credit cards fees takes quite a big chunk of the total amount! :(
Can I cancel my order?
We do not accept cancellation of orders once it is being processed. However, if you really wish to cancel the items, you may use the credits for your next order instead. If you have used a debit or credit card to make your purchase, the available amount refundable will be less the card fees. A full refund will be made for payment using paynow.
What happens if an item ordered is not available?
As we prioritize on importing our seafood in on a daily basis, we are not able to predict the availability of the seafood for the day. We will either change to another item for you or do a refund back to your initial mode of payment.
What if Seamonger is not able to deliver the items due to unprecedented events?
We will suggest that you keep your order and we will arrange to deliver your orders as soon as we can. If you insist on a refund, it will be the amount you paid less the credit card fees if your payment was made via a credit card (The amount ranges depends on the credit card used). For all paynow payments, a 100% refund will be made to you.
ALLERGIES & INSTRUCTIONS
Do indicate the specific seafood your child is presently allergic to under the "add a note to your order" section at the bottom of "your cart" page. See example below:
Kindly do not indicate the name of the allergy reaction as we are seafood retailers and have no knowledge in the medical field to interpret what specific medical term(s) means. What we can do at Seamonger is to remove what you/your child can't intake, purely based on your own knowledge/diagnosis of your personal dietary restrictions.
Seamonger is not liable for any cases of allergic reaction.
PRODUCTS & STORAGE
Are your products chilled (fresh) or frozen?
All our seafood are imported daily. However, we do carry some frozen products as well. Please refer to the individual product description for more information.
Why are fillet cut more expensive than steak cut?
To fillet, the flesh is cut whole away from the backbone of the fish by cutting lengthwise along one side, parallel to the backbone. That means, fillets do not contain any pieces of the larger bones as it will be separated. With a steak, the flesh is cut crosswise (perpendicular to the spine), cutting through the bone. Steak cut may include a piece of bone.
Are your fishes farmed or wild-caught?
We carry both farmed and wild-caught seafood. Please refer to the individual product's description to find out more.
How long can I store my products?
All our fresh products can be kept in the freezer for up to 3 months or longer. However, if you would like to keep them in the chiller to avoid long hours of thawing, we recommend not keeping any seafood items in the chiller for more than two days. In addition, it is recommend to cover the seafood with some ice to maintain the product's freshness if you are placing them in your chiller. All frozen products expiry can be referred to on the product itself.
How do I know that my order will arrive cold?
However, as much as we would love to change the hot and humid weather in Singapore, we are unable to do so, thus temperature may vary from the time it reaches your doorstep to the time you actually open your orders but rest assured they are delivered immediately once we have handed your order over to the delivery team.
Will the size of fishes received differ from your product description?
Like all humans & living creatures, our fishes too, come in different shapes and sizes. Due to variances in sizes of the fish, we are only able to give a weight range instead of a specific weight on the product page. Therefore, we would like to highlight that the pictures of the products on the product page are usually representative pictures and may differ from the actual product received. In addition, the weight given on the product description is usually before processing, and there may be weight loss during processing.
However, please be assured that all our fish are processed by our fish cutting expert with more than 50 years of experience with the aim to provide portioned and cleaned cuts at the highest level of quality and consistency.
Will there be bones in my fish fillet or child cuts?
Our fillets and child cuts are processed by our fish cutting experts to ensure that there are minimal bones. However, there is still the possibility of fine bones present within the fillets which may not be detected during the cutting process or unable to remove by hand. We will still advise caution and supervision when feeding fish to young children or elderly.
REFUNDS & RETURNS
We value your opinions and constantly seek to meet your satisfaction. We have stringent standards of choosing, inspecting and processing the seafood that goes out for delivery. Therefore we will be happy to ‘fish out’ any dissatisfaction from any of our customers! For the following scenarios stated below regarding refunds and returns, please state your order number and attach all relevant photo evidence to seamongersg@gmail.com
Disputes on freshness: If you have any dispute regarding the freshness of the produce, it will have to be raised within 12 hours with photo evidence. As such disputes can be subjective, we may require more time to investigate your dispute. Please give us up to 3-5 working days to work on such disputes.
Wrong item delivered/missing item(s): If you find any item to be wrongly delivered or missing, please raise the issue within 24 hours with photo evidence. We may either exchange, refund or arrange for another delivery and this may differ on a case-by-case basis.
Fish and portion sizing: All fishes are processed by our fish cutting experts to ensure the highest quality standards. We always try to provide a product that is as close to what was stated on the product page. Nonetheless, as processing is done by humans, there may be variances in weight from what was stated. Please also note that due to variances in sizes of the fish, we may sometimes have to give the fish and portions according to the rough weight ordered. We will not be providing any refund for any complaints with regards to any disputes of such incident.
Bones in fish: Our fillets and child cuts are processed by our fish cutting experts to ensure that there are minimal bones. Nonetheless, there may still be fine bones within the fillets which may not be detected during the cutting process. While we try our best to facilitate and ease the role of a caregiver with our cutting options and packing, we are not able to replace the role of a caregiver. We advise all caregivers to proceed with caution while feeding their little ones. Weare not liable for the presence of bones found in your fish. Seamonger will not be providing any refund for such instances.
If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
For all other inquiries, do email us at seamongersg@gmail.com or reach out to us using the WhatsApp button at the bottom right hand corner of the page.