Question 1

What is the CSF schedule?

Accepted Answer

CSF Club delivery days are every Tuesday or every-other Tuesday for bi-weekly members.

Join the #FishTuesday club!

Our bi-weekly schedule is a set calendar so unfortunately, we cannot accommodate requests to switch weeks. We generously allow any store orders, account changes or requests to be made all the way up until 8am the morning of your delivery – we think this is pretty groovy so we ask that you comply.

Please keep in mind that just by nature of dealing with fresh seafood, we are in such a rush on Tuesday mornings to fillet, portion, rinse, bag, pack, load your coolers for a large amount of people and get your deliveries to you on time, to have to stop for special modifications really throws a wrench into things for us.

We love to be as accommodating as possible, but please be considerate of this.

Question 2

What are the CSF Delivery Options?

Accepted Answer

1. Drop-Site Pick-Up

We’ve arranged with a number of local businesses and residents (our best supporters) to be drop-site hosts for our CSF program all around Santa Cruz and numerous neighborhoods in the Bay Area.

The exact address will not be visible until you actually sign-up and become a member, but we do list the general areas where we have local drop-sites, along with the day and window of time for pick-up so you can decide if this might be the best or most convenient option for you. If you'd prefer to know specifics in advance, please feel welcome to email us.

2. Seafood Delivery to your Door (SDD)

Within the sign-up process, please feel free to to leave specifics of where you'd like us to leave your cooler if not at the front door. If you will be gone for an extended amount of time, leaving out a cooler could be helpful as our small CSF coolers are not water proof and the ice may melt if left out for too long depending on the weather.

On the day of your delivery please leave your empty small CSF cooler out for us so we can quickly swap it for your new one. We are on a delivery route with a strict schedule, so please keep in mind that the drop location should be one where we can quickly access, leave your fish, and swim on to the next hungry household. There is an extra charge for this service (varies depending on location and distance from drop-site).

Question 3

What is your vaction policy?

Accepted Answer

Members are welcome to place holds on their deliveries for any amount of time.

One week to a few months. The sooner holds are placed, the better so please be proactive if you know you'll be away. As with store orders, it would be helpful if your hold was placed no later than the Monday before deliveries. You can place a hold online or by emailing us.There is no fee to put your account on hold. Your credit balance will simply not be debited during the times you are on a hold and your credit balance will remain untouched in your account. Some other alternatives to consider if you cannot pick up your share may be:

Gift it to a friend, family member, house-sitter, pet-sitter, etc.*
Ask someone* to pick it up for you if you cannot make the pick-up and you can enjoy your seafood later in the week
Ask a friend to pick it up and freeze it for you
Donate your share to a local family in need
Etc. get creative!

*If you have someone else pick-up your share please verse them in our pick-up protocol and make sure to give them the address of your drop-site. You are unable to see the exact address of the drop-sites online unless you are a member of our CSF. Also please be sure to give them your cooler bag from the previous week to drop-off.

Question 4

What payment options can I use for the CSF Club?

Accepted Answer

We prefer PayPal and e-checks via the Farmigo system.

We will also accept Venmo (@HHFishCo,) cash, credit cards, and checks.

To pay via Venmo, please send the amount listed in your sign up screen to @HHFishCo. Venmo is not connected to Farmigo and therefore your credit may not show up instantly in your Farmigo account.

If you wish to pay by credit card (Visa, Master Card, Discover, & American Express) please email us requesting a credit-card payable invoice via email. Square is not connected to Farmigo and therefore your credit may not show up instantly in your Farmigo account.

If you pay by check please make sure to list the name of the registered CSF member in the memo portion of the check if the name on the check does not match one of the registered contacts for your membership. Please mail all checks to our Harbor shop/office (H&H Fresh Fish Co., 493 Lake Ave., A Santa Cruz, CA 95062) or deliver in person to our fish market representative. Cash payments can also be made at our Harbor Shop.

Please keep in mind that we cannot begin your deliveries until we have received payment.

We will be in touch with you if the mail delay causes a different first delivery date than that listed in your confirmation email.

If you should happen to bounce a check (this includes e-checks), we reserve the right to collect a fee equal to the amount the bank charges us, plus $25 to cover the logistical costs inherent in correcting the situation/arranging for replacement payment, etc.

Question 5

What is the CSF refund and cancelation Policy?

Accepted Answer

Look, we simply just really want you to be happy. We ask that members commit to a minimum of 4 deliveries (1 month or 2 months for bi-weekly members,) but if something comes up unexpectedly or this program just isn't a fit for you, we don't mind sending you a refund for your remaining balance.

In the event that a refund is requested, we WILL BE DEDUCTING THE FINANCE CHARGE WE PAID VIA OUR PAYMENT VENDOR from that refund sent back to you.

We hope you can understand this. For instance, if you didn't cancel your auto-payments on time and decided to take a break after an $80 PayPal purchase has charged, we will only be refunding the portion of this income that we received after our fees. (This is because we are still charged the fee ourselves, even if we refund your purchase.)

Of course, if any payments were a mistake of ours, we will absorb the finance fee.

You are allowed to change your subscription portions midseason, add/remove optional add-ons, donate your membership, or receive a reasonable compensation (as decided upon by H&H Fresh Fish Co.) for any errors on our part that H&H assumes responsibility for and agrees to.

All in all, we just aim to keep it easy breezy for you. We aren't in the business of charging folks for any seafood they don't want to have or enjoy.

That being said, we reserve the right to refuse service to any member that makes us uncomfortable in any way deemed inappropriate and/or unprofessional. We've had an unruly member or two in the past that were just going to be impossible to please. We reserve the Soup Nazi right to: 'no fish for you.' We pride ourselves on great customer service but we also have to have boundaries when trying to operate a program such as this. Please be patient and kind and we promise to do the same.

CSF Club FAQ & Polices