Kai Gourmet E-Commerce FAQ

This depends on where you live.

For people who live within 30 miles of Kai Gourmet in Los Angeles, Orders placed by midnight Sunday – Friday, can have their order delivered the next day or whatever day you choose after that. No deliveries on Sunday.

For people who live outside the 30 miles radius, we ship Overnight via FedEx.  Orders placed by midnight Sunday - Wednesday will be packed the following day and shipped overnight for next day delivery unless you choose a different date. No FedEx deliveries on Saturday, Sunday, or Monday.

Shipping charges via FedEx are calculated by zones. Options for your area will be automatically calculated at checkout. Please refer to our Shipping Page for more information. No one pays more than $50 if your order is under the designated minimum for that Zone.

If you are a local customer, (within 30 miles), you may choose a Saturday delivery at checkout.

Currently we do not provide FedEx delivery on Saturday.

Orders are final sale. If you need to make a change to the contents of the order or the delivery method, send your request and order number to shop@kaigourmet.com. We will do our best to accommodate, but understand that once an order is packed, we can no longer make changes.

Monday–Friday 9 a.m.–12 p.m. and Saturday 8–11 a.m. Ring the doorbell at Eastern door on Grand Ave. Someone will answer and direct you to the East Side of the building to pick up your order.

If you are unable to pick-up during our will-call hours, your order will be held until the next business day. After one day, we will dispose of the order unless we hear from you. No refunds will be given on orders that were packed and processed. Please refer to our Refund Policy for more info.

If you have an urgent matter, call us at 310.988.4345 or email shop@kaigourmet.com

Sorry, no, we do not offer same-day pick- up.

Orders are final sale. If you need to make a change to the contents of the order or the delivery method, send your request and order number to shop@kaigourmet.com. We will do our best to accommodate, but understand that once an order is packed, we can no longer make changes.

We recommend eating our fresh seafood within 3-4 days. If the item is sashimi grade, such as our ‘Sashimi Saku Selections’, we recommend eating it the same day you receive the item or no more than 24 hours later.

For the seafood under our ‘Fresh Seafood’ menu section, all these items will be delivered to you fresh (unfrozen).  The items under our ‘Frozen Seafood’ section will arrive to you frozen.

No. Our saku blocks are cut fresh the morning we pack your order.  The majority of our saku blocks are cut from fresh seafood that has never been frozen. Please look in the ‘Product Detail’ section within the Sashimi Saku page to determine which selections are ‘fresh’ or ‘refreshed’. Refreshed items underwent quick processing and freezing upon harvest to maintain peak quality and are refreshed under strict control. This is a common practice with certain types of fish. We do not recommend freezing seafood that’s already been frozen.

If the portion was cut from a fresh fish, you may freeze it without issue. Just be sure to immediately place in the freezer upon receipt. To know if the fish has been previously frozen, look in the ‘Product Detail’ section within the Sashimi Saku page to determine which selections are ‘fresh’ or ‘refreshed’. The term ‘refreshed’ means it was previously frozen.  We don’t recommend freezing seafood that’s already been frozen.

Yes, the plastic is thick enough to be put directly into the freezer.

We don’t have a walk-in market but do offer local pickup on orders placed through kaigourmet.com.

You do not have to be home for delivery; however, we do not assume responsibility for neglected packages, or user error related to a shipping address or other contact information. We also do not assume responsibility for failed delivery attempts due to lack of special instructions (i.e. signature or gate code required, or notes on where to leave a package).

Should you experience an issue with your order, we’ll do what we can to make it right. Please refer to our Refund Policy for specific guidelines.

We pack orders in an insulated box with dry ice and/or gel packs. Items that arrive partially thawed are safe to store in your freezer upon receipt. Fully thawed seafood and meat are safe for consumption if they are still cold to the touch. It is not recommended to refreeze fully thawed items.

Remove product from the packaging and defrost in the refrigerator overnight, or at least 8-10 hours before use. Alternatively, if you’re in a hurry, remove product from packaging, place in a plastic bag, and submerge in a large bowl of cool water. This method typically takes 30-45 minutes. Once defrosted, pat dry with paper towels before preparing

Do not refreeze a fully defrosted product. Store in the refrigerator and consume within 1-2 days.