frequently asked questions
General
Where does the sea cucumber come from? Is the product dried? Is the product smoked?- General
- Where does the sea cucumber come from?
Where does the sea cucumber come from?
The sea cucumber is hand caught on the Great Barrier Reef.
Sustainability- General
- Is the product dried?
Is the product dried?
Yes, the product is dried in a food grade facility.
Sustainability- General
- Is the product smoked?
Is the product smoked?
No, no smoking process is used.
Sustainability- General
- What is the minimum order?
What is the minimum order?
The minimum order is 1 piece or 500 g depending on how the product is sold.
Sustainability- General
- How do you set your pricing?
How do you set your pricing?
Our online pricing is at market rates, we endeavor to give our customers the highest quality product at the best possible price.
Sustainability- General
- What if I am not happy with the product you sent me?
What if I am not happy with the product you sent me?
Please inspect the product thoroughly through the bag before breaking the seal. If you are not happy with the product we will arrange a return and refund you as long as the seal is not broken. Once you open the bag we will not be able to accept the return or offer a refund.
Sustainability- General
- What are the delivery times?
What are the delivery times?
Orders that are processed are dispatched the same day. Delivery times can vary depending
Sustainability- General
- I have placed an order but didn’t receive a confirmation email?
I have placed an order but didn’t receive a confirmation email?
Please contact us directly via http://reefgarden.com.au/contact-us/ and one of our friendly customer service team members will assist you.
Sustainability- General
- How do I know when my order is on its way?
How do I know when my order is on its way?
You will receive an email confirming your order has been shipping and will include your tracking number.
Sustainability- General
- What if I am not at home?
What if I am not at home?
Your parcel will be either delivered the next day if with a courier or if with Australia Post you will receive a note in your letterbox to collect at your nearest Australia Post. A suggestion is to deliver to your place of work.
Sustainability- General
- My order has not arrived yet, what do I do?
My order has not arrived yet, what do I do?
Please contact us via [email protected] and include your order details. We will track your order and contact you.
Sustainability- General
- How do I cook a sea cucumber?
How do I cook a sea cucumber?
First you have to re-constitute it. The is a process of boiling and soaking. See this link for a demonstration of how to do this. http://reefgarden.com.au/recipes-and-articles/#howtoreconstituteaseacucumber
Sustainability- General
- Why does my sea cucumber look different to the picture?
Why does my sea cucumber look different to the picture?
Sea cucumbers like people have natural genetic variation. This is especially visible in White Teat and Prickly Red. Species like Blackfish and curry fish are quite uniform. There can be variation in shape and colour.
Sustainability- General
- What is CITES?
What is CITES?
CITES is an acronym which stands for the “Convention on International Trade in Endangered Species of Wild Fauna and Flora”.
Sustainability- General
- Is Reef garden CITES compliant?
Is Reef garden CITES compliant?
Yes, we are. The sea cucumber fishery in Australia is well managed by government and industry participants. The stock levels are assessed yearly and results are submitted to the Australian CITES Management Authority.
Sustainability- General
- How do I cook a sea cucumber?
How do I cook a sea cucumber?
First you have to re-constitute it. The is a process of boiling and soaking. See these links for a demonstration of how to do this. [Links to Reconstitution Recipe and Video].
Sustainability- General
- Why does my sea cucumber look different to the picture?
Why does my sea cucumber look different to the picture?
Sea cucumbers like people have natural genetic variation. This is especially visible in White Teat and Prickly Red. Species like Blackfish and curry fish are quite uniform. There can be variation in shape and colour.
SustainabilitySustainability
Are you fishing practices sustainable and okay for the environment?- Sustainability
- Are you fishing practices sustainable and okay for the environment?
Are you fishing practices sustainable and okay for the environment?
Ocean Garden take great pride in our sustainable fishing practices. Please see the How it Works & Sustainability section of our website for more details about this. http://reefgarden.com.au/how-it-works/
SustainabilityOrdering, Delivering & Shipping
What is the delivery charge? When can I order? What are the delivery times?- Ordering, Delivering & Shipping
- What is the delivery charge?
What is the delivery charge?
The delivery charge is $10.00 within Australia by post or $15.00 by express post.
Sustainability- Ordering, Delivering & Shipping
- When can I order?
When can I order?
You can place an order anytime via our online store http://reefgarden.com.au/#productscardwrap. Orders placed before 12 pm are processed same day. Order placed after 12 pm will be processed the next business day. Please note orders placed on Weekends will not be processed until the following Monday.
Sustainability- Ordering, Delivering & Shipping
- What are the delivery times?
What are the delivery times?
Orders that are processed are dispatched the same day. Delivery times can vary depending on the service used and the location being shipped to but are usually 2 to 3 days.
Sustainability- Ordering, Delivering & Shipping
- I have placed an order but didn’t receive a confirmation email?
I have placed an order but didn’t receive a confirmation email?
Please contact us directly via [email protected] and one of our friendly customer service team members will assist you.
Sustainability- Ordering, Delivering & Shipping
- How do I know when my order is on its way?
How do I know when my order is on its way?
You will receive an email confirming your order has been shipping and will include your tracking number.
Sustainability- Ordering, Delivering & Shipping
- What if I am not at home?
What if I am not at home?
Your parcel will be either delivered the next day if with a courier or if with Australia Post you will receive a note in your letterbox to collect at your nearest Australia Post. A suggestion is to deliver to your place of work.
Sustainability- Ordering, Delivering & Shipping
- My order has not arrived yet, what do I do?
My order has not arrived yet, what do I do?
Please contact us via [email protected] and include your order details. We will track your order and contact you.
SustainabilityFood Storage
How do I store my sea cucumber? Do you sell storage containers?- Food Storage
- How do I store my sea cucumber?
How do I store my sea cucumber?
As it is a dried food ensure you keep it in a cool dry place, away from any moisture or direct sunlight. A sealed glass jar in a dry cupboard is a good option.
Sustainability- Food Storage
- Do you sell storage containers?
Do you sell storage containers?
Not at this time.
SustainabilitySeasonality & Availability
Are you fishing practices sustainable and okay for the environment? Is the product available everyday during season? What if I order a product that is not available?- Seasonality & Availability
- Are you fishing practices sustainable and okay for the environment?
Are you fishing practices sustainable and okay for the environment?
Ocean Garden take great pride in our sustainable fishing practices. Please see the How it Works & Sustainability section of our website for more details about this. http://reefgarden.com.au/how-it-works/
Sustainability- Seasonality & Availability
- Is the product available everyday during season?
Is the product available everyday during season?
No, not everyday. As our product is produced in batches and takes over a week, the product will not be available every day but most days. If you place an order for a product that is not ready to ship, you will be notified of the delay.
Sustainability- Seasonality & Availability
- What if I order a product that is not available?
What if I order a product that is not available?
Due to the special nature of our products, availability cannot always be guaranteed. If you order a product that is not available, our staff will contact you and give you options to order something else or process a refund. We endeavor to keep the website availability as accurately as possible.
Sustainability- Seasonality & Availability
- When is X product available?
When is X product available?
Please see specific seasonal availability information on each product or on our How it Works & Sustainability page. http://reefgarden.com.au/how-it-works/
We endeavor to keep the product availability on the website as up to date as possible.
Product Quality
When is X product at it's best? How do I store my sea cucumber?- Product Quality
- When is X product at it's best?
When is X product at it's best?
Please see specific seasonal availability information on each product or on our How it Works & Sustainability page. http://reefgarden.com.au/how-it-works/
We endeavor to keep the product availability on the website as up to date as possible.
- Product Quality
- How do I store my sea cucumber?
How do I store my sea cucumber?
As it is a dried food ensure you keep it in a cool dry place, away from any moisture or direct sunlight. A sealed glass jar in a dry cupboard is a good option.
SustainabilityCustom Orders
I'd like to make a large order? I'd like to make an order for an extra large Sea Cucumber?- Custom Orders
- I'd like to make a large order?
I'd like to make a large order?
For large or bulk orders please contact us directly via [email protected]
Sustainability- Custom Orders
- I'd like to make an order for an extra large Sea Cucumber?
I'd like to make an order for an extra large Sea Cucumber?
Some varieties can occasionally be found in unusually large sizes. If you like us to keep an eye out for one of these please contact us directly via [email protected] and we will do our best to accommodate your request.
SustainabilityPackaging
How is my order packaged and sent?- Packaging
- How is my order packaged and sent?
How is my order packaged and sent?
Your order is packed into a tamper proof sealed bag which allows easy inspection and protects it from moisture.
SustainabilityProduct Size & Weight
Why don’t you charge by the Kilo for some items?- Product Size & Weight
- Why don’t you charge by the Kilo for some items?
Why don’t you charge by the Kilo for some items?
To streamline the buying process, we have priced some species by the item or piece. However you will be charged by the lower end of that grade. Example, if you order a small “white teat” 250 to 300 g. Your charge is calculated on 250 g.
SustainabilityReturns & Refunds Policy
I'm not happy with the product, how can I get a refund?- Returns & Refunds Policy
- I'm not happy with the product, how can I get a refund?
I'm not happy with the product, how can I get a refund?
Please inspect the product thoroughly through the bag before breaking the seal. If you are not happy with the product we will arrange a return and refund you as long as the seal is not broken. Once you open the bag we will not be able to accept the return or offer a refund.
Sustainability