H&H Fresh Fish Co. Community Supported Seafood Policy Page

Our Community Supported Seafood (CSS)   

The focus of H&H’s CSS/SDD is on supporting the efforts of fishermen practicing sustainable fishing methods. We always choose our local seafood species and buy from our local fishermen when possible.  If there are no fish biting or being sustainably caught in our waters we will include hand-selected sustainable imports and exotics such as sashimi-grade Hawaiian Ahi (Yellowfin) Tuna or Alaskan Salmon in your cooler. Your selection will vary from week to week based on seasonality and luck of the catch. You can expect to receive local species such as Salmon, Black Cod, Snapper, Soles, Halibut, Seabass, Sand Dabs, etc.

Preparing your Fish

For each seafood species that our CSS members receive an information and cooking techniques guide.  You’ll receive some of our favorite recipes, along with new recipes for you to try. If you've haven't cooked much fish before you will do just fine with our preparation and cleaning instructions as well as tips on baking, grilling, pan frying, etc. Follow the link in our weekly CSS email to the Recipe-Info Sheet for the particular seafood species that we've chosen for you that day. Each fish can be cooked a variety of ways, with different finishing sauces, salsas or seasonings.  Have fun experimenting with different methods of preparation (baking, broiling, frying, sautéing barbecuing, poaching, or even a delicious simmered fish stew or soup). Just remember, the worse thing you can do to a fish is over cook it.  Watch the time and check it regularly. The fish you will receive each week is clean, filleted, and ready to cook!* We recommend a cold water rinse and pat dry with most fillets before cooking.
*See "Adventurous Foodie" option (this may include whole sardines, head on prawns, etc.).

Freshness Guarantee

At H&H Fresh Fish Co. we guarantee the freshness and quality of our seafood to last at least 2 days* if handled properly. If you are ever dissatisfied with the seafood you receive we will gladly replace it with an equal portion, no questions asked.
We use the utmost care to bring our customers the highest quality seafood. Fish is a very perishable product therefore we ask that once it leaves our drop-site cooler you take on the responsibility of maintaining it's freshness.  Please be mindful of your transportation time, car heaters, etc. We find that many species can last up to 5 days if transported correctly and stored extra cool in the fridge, such as in a cold drawer or kept packed on ice.
* We may suggest that some of the more perishable species such as sand dabs, squid, etc. be consumed within one day. Check the weekly fish info for these special exceptions.

Adventurous Foodie Option

This is a free option for our members who love pretty much everything and anything swimming in our oceans. We know not everyone thinks fresh caught sardines, whole squid, and head on spot prawns sound delicious, but you do! We created this option for our members who aren't solely looking for a reliable fresh source of sustainable fish in their diet. The Adventurous Foodie Option is for those of you who are looking for a culinary challenge, extra weekly variety, and exciting cooler to open each week. These fun and exciting seafood options aren't always available but when they are we will make sure to spoil you with their extraordinary deliciousness.

Delivery Method Options:

 1.  Local Area Pick-Up

We’ve arranged with a number of local businesses and residents (our best supporters) to be drop-off hosts for our CSS program, so check to see if we have one in your neighborhood.  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.

 2.  Seafood Delivery to your Door (SDD)

Before your first delivery we will agree upon a place where you would like your cooler of fish dropped off. This place should be easy to get to, somewhat shady, and somewhere you feel safe leaving a cooler bag for a period of time. On the day of your delivery please leave your empty cooler in this specific location 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 location should be one where we can quickly access, drop 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).

 3.  Farmers' Market Pick Up Option:

Just like shopping at the market, you will go to our booth and tell our employee representative your name and that you are there to pick up your CSS fish.  Please sign your name off on your personalized CSS card and our representative will give you your portion of the designated CSS fish choice of the week - please do not ask to substitute another fish. We ask that you stick to one specific market for your CSS Farmers' Market Pick-Up Membership. The market pick-up membership is unique in that it is modeled as a "punch card" system and can add some flexibility to your membership. If you are going to be having friends over and would like to double your pick-up you can sign-out on 2 of the boxes instead of just 1 that week without advance notice so long as the farmers' market has the available inventory. We do not allow members to take more than a double share on a given week. We allow some flexibility but are not prepared to supply a member with more than 2 weeks of fish on a given pick-up.  If you would like more than 2 weeks worth of fish at a time please contact us prior to your pick-up date and we can try to arrange for this special exception. This membership does have a time limit, if you sign up for 4 weeks you must pick-up all of your fish by the end of the four weeks. You can either pick-up your fish each week, or if you are unable to attend one week you can double up the next week but you must pick-up all of your weeks worth of fish by the date listed on your card.

Pricing

Our pricing is based on your desired portion size. A portion is enough for one person to enjoy and is based on the standard restaurant portion size of roughly 1/2 lb per person. This being said, we are not 1/2 lb. fish cutting machines, we do our best to get close but each portion may vary from 0.45lb-0.7lb. When choosing your portions remember that one portion is designated to equal one person. Please feel free to modify your order to meet your particular household needs (i.e.: if you have a hungry teenage boy in the house, or if you like to have leftovers, you may want to order an additional portion).  On the other hand, if you have 3 lighter eaters, you may be able to get by with two portions. The beauty of our partnership with Farmigo is that you can log-in and modify your order at any time.

The more fish you receive weekly, the easier it is for us to give you a price break.

Here is a list of our prices per week, effective February 2012:

 

CSS Pricing Guide

1 portion

$10

2 portions

$18

3 portions

$28

4 portions

$30

5 portions

$38

6 portions

$45

 

 

 

 

 








Call for pricing on special orders or events.

All CSS orders must be paid for in advance.  See the “My Farmigo Account” section below for an explanation of the payment, terms and renewal options for subscription/membership in the H&H Fresh Fish CSS program.

Cooler Bags & Start Up Costs

Each member gets 2 cooler bags, one to take home full of fish and one that we will keep to fill the following week. Each member is responsible for his or her own coolers. You are required to bring your cooler bag with you every time you pick-up your fish. Please check the box stating that you have returned your cooler when you sign-off your name on the sign-out sheet.

  • New members pay just $10 your very first month to cover cost for your H&H custom cooler bags.
  • Farmers' Market Pick-Up Members will only have one cooler bag which you bring with you to the market every week. We only charge $5 for Farmers' Market Pick-Up Members since you only get 1 cooler.
  • Returning members already have cooler bags so no charge here!  We will send you a coupon code to enter when you sign-up to waive these fees.
If a bag is lost or damaged…  For Standard Membership we must have two coolers on rotation at all times for each subscriber. If a cooler is lost it can be replaced for $5. In this event we ask that you purchase an additional cooler from our Farmigo store before your next pick-up day. If we notice that it is damaged from normal wear and tear we will replace it for you at no charge.

Your Farmigo Account

Our online CSS sign-up and payment system is hosted by our good friends at Farmigo. They handle many locally run fresh food programs and have a quality program designed to provide the type of flexibility we want for our customers.  On Farmigo you will create a unique account, be able to track your account, place orders, modify your order and make payments, in a few easy steps! Our CSS program operates year-round (except January), and customers can join at any time. As a CSS member, you must place your order and pay in advance by choosing one of our designated increments.  It then becomes your responsibility to manage your account on-line (modify your order, place a special order, change your subscription, etc.).  By signing up for the program you are agreeing to pay your account in a timely manner and keep your membership account information up to date.

Our Farmigo account is set up in a simple fashion for you to have no responsibility in renewing your membership. If your account reaches $0 your account will be automatically renewed. You will be charged the same amount of your original membership to your credit card or bank account (an email will be sent to you prior to this charge being made). This means if you originally purchased an 8 week - 2 portion membership for $144, your account will again be charged $144 once your account reaches $0. You can let us know in advance if you would like to opt out of a season or put your account on hold and we will not charge your account. This feature enables us to make sure you won't miss out on a weekly pick-up due to paperwork and logistics. Please login to your Farmigo account to manage your balance, add money, put your account on hold, etc.

Pick-Up Protocol:

When you go to your designated drop-site there will be a large cooler stocked with the individual CSS member coolers. Find the cooler inside with your name on it and sign your name off on the sign-out sheet. Please also indicate whether or not you returned your cooler bag.

  • If your name is not on the list but you still find a cooler with your name on it, you may write in your name at the bottom of the list.
  • If your name is on the list but you do not see a cooler with your name on it, please contact us immediately and we will find a solution for your particular situation.
  • If your name is not on the list and there is no cooler with your name on it, please contact us and we will find a solution to your particular situation.
  • If you get home and feel your cooler is not the correct portion you signed up for, you are missing an extra item, etc. Please contact us and we will find a solution to your particular situation.

Don't Forget to Pick Up your Cooler Bag

 

It is your responsibility to remember to pick up your seafood on the correct day during your drop-site's pick-up times. If you do not make it in time, we cannot refund, replace or give you credit for your missed pick-up. If you miss picking up your cooler during the allocated delivery time, we will donate your seafood as we do not want to see good food go to waste.

We would love to get you your cooler bag every week and understand that sometimes there are emergencies and unforeseen events. If you realize you are not going to make it to your pick-up on time, contact us by phone or email before the pick-up time is over and we will try our best to arrange something for you.

Please try to avoid making special arrangements often, as it takes an enormous amount of effort to coordinate our CSS from procuring to packaging to delivering that extra accommodations make it difficult for us to run our business. We will accommodate you in an emergency, but cannot make these special accommodations on a regular basis. SUGGESTION: get a neighbor or friend to join the program with you and take turns doing the pick-up - that way you have a built-in back-up.

Vacation Policy

If you are going to be gone for at least a month and you give us at least 2 weeks advance notice, we can put your account on hold for the weeks you will be away. There is no fee to put your account on hold.

If you are going to be gone for less than 4 weeks or just a week here and there, we ask you to be creative in your efforts to pick-up your subscription. You may:

  • 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 CSS. Also please be sure to give them your cooler bag from the previous week to drop-off.

Please Respect our Site Hosts

Please do not disturb our site hosts that have been generous enough to allow us to use their property/premises as a drop-site. Our pick-up sites are at members' private homes and places of business, unless you have received specific permission from them, please do not disturb, or press them with questions. They are not involved in the operation of our business and will not know any details or specifics about your membership or weekly/special order. Please respect the times they have allowed for members to access their property for pick-up of your cooler. If your pick-up site is at a residence please do not park in their driveway. At each drop-site there will always be a clipboard with our phone number on it if you need to contact us.
Drop-Site Capacity Requirements

Please note that although we'd hate to turn a fellow fish lover away, if any drop-site fails to meet capacity requirements we may have to cancel that site or waitlist it until a later date when member capacity has been met. In the event that a drop-site does not meet capacity requirements, we may ask that members designated to that site either choose an alternative site, put a hold on their account until it becomes available, choose a Market Membership, or take their credit in the form of Farmers' Market credit to use with H&H at any of our Farmers' Market locations.

Members can help us avoid this by referring our program to local friends and neighbors. Remember, for each whole season joining member you refer you'll receive $10 credit towards your account. Consider a rotation amongst your neighborhood where neighbors take turns picking up for each other. Thank you.  
Time Restrictions for Next Day Deliveries

You may log into your Farmigo account at any time and add extra portions to your account, smoked fish, or other items from our online store to your order. If you would like these items on your next CSS drop-off please make these orders online by 6PM the night before you are scheduled to pick-up your cooler and we will have ample time to prepare your order. To guarantee your delivery you may also call us to confirm/verify that you will receive your order on short notice. Note that when you place your order on-line the cost will be debited from your Farmigo Seafood Credit. Special orders cannot be cancelled once they have been filled.

Accepted Payment Types

We are currently accepting payment for our program via paper check, e-check, PayPal, and credit card (Visa, Master Card, Discover, & American Express). If you pay by check please make sure to list the name of the registered CSS 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 office (H&H Fresh Fish Co., 135 Sunridge Dr., Scotts Valley, CA 95066).

Refund & Cancellation Policy

Once you have made a purchase we are unable to refund or cancel your membership. You can gift your membership to a friend or family member if you are no longer able to participate in the program. Under extreme circumstances we may be able to figure out an alternative, so feel free to contact us to discuss your situation. You are allowed, however, 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.

Returned Check Policy

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.

Referral Rewards

The finest compliment you can give us is to recommend our fish and our CSS program to your friends and neighbors. For each joining member that you refer, H&H will add $10 to your Farmigo Seafood Credit. Be sure to remind your friends and family to send us an email letting us know that you referred them. 

Agreement

By signing up with H&H Fresh Fish Co. I (member) am stating that I have read and agreed to these terms.

We Have your Back

Contact us anytime. We want you to be happy with your membership in our CSS program so anything you need just send us an email or give us a call and we will try our best to help you out!

Phone: (831) 461-1576
Email: css@hhfreshfish.com

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