FAQs
Everything you asked us most often, in one place. If yours is not here, write to info@ustinhub.shop and we will answer within one working day.
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Ordering & Delivery
We ship anywhere in New Zealand. South Island orders usually land the next working day, North Island in one to two. Rural addresses can add a day. Every box leaves Blenheim in an insulated liner with enough dry ice for two days in transit.
Orders placed before 10am on a weekday ship the same day. Anything after that, or on a weekend, goes out the next working morning. You get a tracking link as soon as the courier scans the box.
Shipping is calculated at checkout by address and box count. Because everything is packed in flat 2 kg boxes, a full box costs no more to send than a half-empty one — so it pays to fill it.
Every cut comes as a 2 kg box at a single flat per-kilo price. No minimum order, no mixed-box surcharge. Each box carries its per kilo price on the product page so you can compare cuts without doing arithmetic at the checkout.
Yes, as long as it has not been packed yet. Message us the same day you ordered and we will change or cancel it. Once a box is on the courier it is harder to pull back, but we will always try.
Photograph it before you open it and contact us the same day. We will replace it or refund it, whichever you prefer. Because the box travels on dry ice, a small amount of softness on the outer layer is normal — a box that is still cold to the touch is fine.
Product & Storage
Everything is bought whole, processed within hours of landing and frozen at -18 °C or colder. Nothing is glazed to add weight and nothing is thawed for display, so what you weigh is what you get.
Keep it in the freezer at -18 °C or colder and use it within the date on the pack. Everything is portioned so you can take out what you need and return the rest to the freezer without thawing the whole box.
Move the portion to the fridge the night before and let it thaw slowly. If you are short on time, seal it in a bag and sit it in cold water. Avoid room-temperature thawing and never refreeze once thawed.
It depends on the cut. The cooked crawfish clusters and chilled jellyfish strands are ready to eat once thawed. The prawns, crab, squid, basa and sea stars are raw and need cooking. Every product page says which.
We buy from a small number of boats out of Marlborough and the wider New Zealand coast, and we buy whole so nothing is discarded for looking wrong. If a species is under pressure we take it off the site until it recovers.
Yes. Restaurants and retailers can order in larger volumes at a trade price. Write to info@ustinhub.shop with what you need and how often, and we will come back to you with a sheet.
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