FAQ
  • Products
    • What grades of seafood do you offer?

      We pride ourselves on being able to offer the best – sashimi Grade #1. This is what we ship to our Michelin-star restaurants, and what we send to you, our personal clients. The reasons we can offer the best is because of our consistent high-volume flow, which gives us a decided edge with fishermen and fish brokers, and the utmost care we take to insure careful processing from boat to your dinner table. Our competitors cannot match this.

      Other (lower) grades are available by request, but we’re not sure why you would want to order these. 

    • Is there a special way to thaw Super Frozen Tuna?

      Superfrozen tuna is kept fresher than fresh quality while in super freezers kept at -76°F. Once it’s stored in conventional freezers (at -4°F), we recommend that it’s consumed within 7 days.

      MATERIALS NEEDED FOR THAWING:

      • SuperFrozen Tuna (still in it's vacuum pouch)
      • A bowl (only for SuperFrozen Yellowfin Tuna)
      • Paper towel
      • Plastic wrap
      • Stainless or glass container

      OTORO, CHUTORO, BLUEFIN - PROPER THAWING INSTRUCTION:

      1. Line a stainless steel or a glass container with paper towel (to catch excess moisture).
      2. Open the pouch to take out the tuna.
      3. Place the tuna in the prepared container and seal the container with some plastic wrap to prevent the tuna from drying out.
      4. Defrost in the refrigerator for about 12 hours. Tuna can be used even if it is half defrosted.
      5. Scrape the surface of the Tuna clean on top and bottom with back side of knife for any debris.

      O2 YELLOWFIN TUNA - PROPER THAWING INSTRUCTION:

      1. Put the tuna still in its vacuum pouch in a bowl and place the bowl under a warm running water (80°F) for 5 minutes on each side totaling 10 minutes. Please do not let the tuna come into a direct contact with water. Please do not keep defrosting under the running water for too long.
      2. Line a stainless steel or a glass container with paper towel (to catch excess moisture).
      3. Remove the bowl from the running water as soon as the surface of tuna starts to turn red.
      4. Open the pouch to take out the tuna. Wipe off excess moisture on the surface of the tuna with a piece of paper towel.
      5. Place the tuna in the prepared container and seal the container with some plastic wrap to prevent the tuna from drying out.
      6. Continue to defrost in the refrigerator for about 12 hours.

      POINTS TO REMEMBER:

      • Handle and store defrosted tuna as you would fresh tuna. It should be placed in a lined stainless steel or glass container sealed with plastic wrap, and kept in the refrigerator.
      • Tuna can be kept in regular freezer up to 7 days while still frozen.
      • Once thawed, Tuna should be consumbed within 36 hours after defrosting.
      • DO NOT REFREEZE. This will affect the color and overall quality of tuna.
    • What's the difference between preorder and backorder?

      Backorder:  Products are backordered if they are not currently in stock but should be available within a week. 

      Preorder:  To ensure optimum quality and freshness, some items are ordered only after we receive requests from our customers.  These items may be seasonal or in extremely limited supply, and need to be Preordered (and paid for ahead of time) to ensure product availability.

    • What if I cannot find a particular item I am looking for?

      We are constantly searching for, and adding new products that are up to our standards for quality.  If you would like to request items that are not currently offered by Luxe Gourmets, please let us know.

  • Shipping
    • When will my order be delivered? (Our regular shipping schedule)

      If you place your order:

      Monday through Thursday:  Orders placed by 6:00 pm Eastern time will be custom cut and packaged the next morning, and then shipped via FedEx Overnight to arrive the following day by 5:00 pm.  For example, an order placed on Tuesday will be cut and shipped on Wednesday, and will arrive at your door on Thursday.

      Friday through Sunday:  Orders placed on these days will be custom prepared on Monday, shipped on Tuesday and will arrive on Wednesday. 

      Holidays:  Orders placed on holidays will be custom cut and packaged on the next business day, then shipped the following day to arrive the day after.

      If you have a specific delivery requirement, please note this when you reach Checkout on our order form. 

    • May I request a specific delivery date?

      Yes, except usually we do not deliver on Mondays or Tuesdays because each order is cut and packaged on the day before shipping and we will not have your order in transit over a weekend.  Please see our regular shipping schedule for details.  If this does not fit your needs, please call or email customer service at 1-844-620-8848 or cs@luxegourmets.com

    • Where will my order be shipped from?

      Luxe Gourmets uses strategically located distribution centers across the USA.  Your order will be shipped from the one closest to you for faster, fresher delivery.

    • How do you ship orders?

      All shipments are sent via FedEx.  Tracking is handled by PeriShip, a value-added company that works exclusively with FedEx to insure that perishable products are delivered timely and in good condition.   FedEx Saturday delivery is available at an extra expense.  All shipments must be signed for by the recipients.

    • How are orders packaged for shipment?

      All shipments are packaged in specially manufactured Coldpak boxes with 100% recyclable airliners and chemical-free absorption pads.

    • What if I want to track a shipment or change the delivery address?

      To track a shipment or make a change in delivery information, please contact Luxe Gourmets Periship agents at 1-866-928-6428 or visit FedEx website http://FedEx.com

    • How much does shipping cost?

      The shopping cart will calculate the rate based on the weight of the contents and the method selected for shipment. The rate for each selection will be reflected in the cart and will update as items in the cart are updated. We also provide free shipping for any order over $350.00.

    • Do you ship your products internationally?

      We currently do not ship to addresses outside the US.

    • Why is the shipping cost so high?

      Luxe Gourmets use special packing materials and cooling materials that the products our customers’ orders deserve. Each products are selected by hand, custom-cut and packed. Cooling materials are selected to ensure the products arrive in safe temperature range per weight. By partnering with Periship and FedEx, we have assigned agents tracking our customers’ shipments until it arrives safely at their door.

  • Returns
    • What are your return policies?

      We do not offer returns or exchanges. These are highly perishable items and we guarantee that the products that we ship are the same quality that we ship out to Michelin Rated Restaurants. Please make sure to review the orders before confirming. Orders are usually processed immediately upon placement. Once the order processing has begun, it may not be cancelled or returned as each order is custom processed. If however, the mistake in the order was made by Luxe Gourmets, please contact us at cs@luxegourmets.com immediately with your order number.

    • What happens if, for some reason, I receive damaged products?

      We do thorough check of each item and orders are packaged with care.  If you have received damaged items during transit, please contact us and the problem will be escalated to FedEx. Please call (866) 928-6428 or email us at info@periship.com. To better assist you please be prepared with your tracking number when you call.

  • Contact Information
    • What are your hours of operation?

      Our online operation is open 24/7.  However, our order processing is between 9:00AM – 5:00PM EST M-F.

    • How do I contact you?

      You can reach us at cs@luxegourmets.com or at our toll-free number 1-844-620-8848.

    • Where are you located?

      Luxe Gourmets
      24 Link Drive
      Rockleigh, NJ 07646

  • My Online Account
    • I forgot my password?

      To reset your password, click the login link on the top right hand side of our site. Under the sign-in box you will see a link that says “Forgot your ID or Password?” click on the link. Enter the email address you used to create the account and an email will be sent with a link you can use to reset your password. If you don't receive an email, check your spam folder to make sure it didn't end up there.

    • Can I store multiple shipping addresses?

      Yes, you can store multiple shipping addresses in your account. Please log in to your Luxe Gourmets account. In My Account you will see an option called My Address Book which will allow you to add, edit, or delete any new or old addresses. You will also be given the option to choose a default and billing address.  Please note that we ship only to the Continental USA.

  • Ordering & Checkout
    • How can I view my order history?

      You may view your entire order history by logging in to your account and selecting the My Order option. Here you'll see the most recent status of your pending orders along with other order details.

    • Are your products available in grocery stores?

      Presently, all Luxe Gourmets products are only available online on our website at LuxeGourmets.com.

    • Do I have to be home to receive my package?

      We require that all shipments be signed for by the recipients.

    • Do I need an account to place an order?

      Yes, in order to purchase any products you must first register an account. Our strength is in traceability. We trace each product from the source all the way to the time you receive the product. We have strict safety practices. Unlike seafood sold at supermarkets, if at any time there is a potential for issues, we can track down everyone who has received products from a specific fish.

    • What payment methods do you accept?

      We accept Visa, MasterCard, American Express, and Discover.