Frequently Asked Questions
Online Ordering FAQ
Guidelines
We adhere to a set of guidelines. We like guidelines because rules are strict and we find it prudent to be flexible. If you need help with anything, please email our Customer Service Team. They are very lovely people.Something a bit different
If you can’t find what you are hoping for online, please email the Customer Service Team. Specify which fish you are hoping for (include or request a substitution if you've really got a dinner plan in mind).Details like how many people you are feeding or the approximate weight of fish you're hoping to purchase. (We recommend 6 oz per person as a main and 3 oz of protein for appetizers).
If you need a custom solution, contacting the Customer Service Team is the way to go. We can send an invoice by email and execute delivery from the desk.
Payment
All prices on our site are shown in CAD. We accept Visa, Mastercard, American Express, PayPal and Discover Card.For online orders: Your card is billed at the time you place your order.
For orders placed through the Customer Service Team: Your card is billed at the time your order is packed for shipment, not before.
Our website is completely secure and our accounting records are protected to assure your privacy and security. If your credit card company declines the charge during processing, we will try to contact you as soon as possible.
Delivery
Hooked is currently delivering within Toronto Tuesday through Saturday from 2 pm to 5 pm. We cannot guarantee a timed delivery, only delivery within this window.
There is no minimum purchase for delivery.
Delivery within 12 km from our operations HQ is delivered at a rate of $12. Delivery within 12 - 24 km from our operations HQ is delivered at a rate of $30.
Anything outside of the Toronto Delivery Zone can be quoted by a Customer Service Team member. Email customers@hookedinc.ca
(Please See: Delivery Zone Map)
Hooked Toronto Delivery Zone
We use couriers within the Greater Toronto Area (GTA) for all online, email and phone orders that are not for in-store or curb-side pickup. If you are placing an order online, please be as specific as possible with delivery instructions in “Delivery Notes” when you are checking out, if required. Likewise, please give us all the important details if you are speaking to a Customer Service team member.
In extreme cases, where you need fish further afield, we have been known to FedEx, LTL, or fly fish to customers as needed, but this would be determined on a case by case basis. It’s best to email the Customer Service Team should you be working this far from our Toronto based HQ.
Out-of-Stock Items
If any of your items are out of stock, you should receive an email or phone call from us within 1 business day. We can substitute products, or hold your order until everything is in stock. We'll give you our best estimate of when that will be.Promotions, Codes, and Discounts
From time to time, Hooked will share promotional codes for an additional percentage off a customer’s next purchase. These codes can be entered into the Promo Code entry box in the Shopping Cart and are automatically applied if still valid. Note that these types of codes typically have expiration dates and that there are typically limitations on which products can be discounted. Gift certificates are always excluded.
Returns and Refunds
In the event there is something unsatisfactory about your order, please call or email the customer service team with the details of your purchase so we can come to a resolution. We are very confident in our product and are very happy to find resolution if you have found otherwise.
If you have any further questions, please contact Customer Service by email customers@hookedinc.ca---
Event & Cooking Class Cancellations
Our cancellation and refund protocol is as follows, for public classes:More than 7 days before the class, a full refund can be provided.
24 - 48 hours before the class, a credit can be provided.
Within 24 hours before the class, we ask that you try to fill the spot, or give it away to someone who can attend.
Within 24 hours we've started our preparations, sauce bases, butchery and general preparations for your seat. Once we reach this point of no return, there are components that will not be consumed or used for their intended allocation and we cannot absorb the cost of a lost seat.