FAQs

I HAVE A GENERAL QUESTION/INQUIRY, WHO DO I EMAIL?

Please email info@scoutcanning.com for all general inquiries. Please note that our customer service is available 8am - 5pm PST Monday - Friday



HOW DO YOU SHIP? 

We offer USPS Priority Mail and USPS Priority Mail Express options at checkout. We offer free USPS Priority Mail shipping and if you would like your shipping expedited you can select Priority Mail Express. Please allow 1-3 business days to process orders.Please note that USPS Priority Mail is a standard service, and your delivery could take longer than what is calculated at checkout.

WHEN WILL MY ORDER SHIP? 

We ship our products within 3 business days, however due to the impact of COVID-19, there may be delays once shipments are with the carrier due to increased demand in home delivery. Thank you for your patience during this time. Additionally, USPS is experiencing longer than usual delivery windows and a delay in showing tracking updates. 

USPS is providing updates regarding these delays here: USPS Coronavirus Updates: Expected Delivery Changes. If you cannot receive deliveries from USPS at your delivery address due to this impact or for another reason, please email orders@scoutcanning.com, and we can assist you with choosing an alternate carrier for your order. Please note that our customer service is available 9am - 8pm PST Monday - Friday

DO YOU OFFER EXPEDITED SHIPPING?

Yes, you may choose an expedited shipping option in your checkout options. 

DO YOU OFFER INTERNATIONAL SHIPPING?

Currently we only offer shipping in Canada and the US. Sign up for our newsletter to find out when we start shipping internationally 

HOW WILL I KNOW MY ORDER HAS SHIPPED?

When your order ships, we will send you a tracking number.

RETURNS AND EXCHANGES

WHAT IS YOUR RETURN AND EXCHANGE POLICY?

If you have experienced any issues with your order we would love to hear from you. Perishable goods such as food cannot be returned. Please note, we only replace items if they are defective or damaged. Send us an email at info@scoutcanning.com and we will be happy to chat and resolve any issues. 

WHAT IF MY PRODUCT GETS LOST?

Please refer to the delivery service provider and reference the tracking code provided with your order. Scout is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. 

MY PRODUCTS DIDN’T ARRIVE WHEN IT SAID IT WOULD...WHAT SHOULD I DO?

Once your package leaves Scout’s warehouse/fulfillment center until it is delivered to your address, shipping liabilities are with USPS. Missing package claims must be filed by the customer.  Once the package is marked delivered by USPS, packages become the customer’s responsibility, and Scout is not responsible for missing packages. You may file a missing package claim with USPS here.

PRODUCT DETAILS

WHAT'S THE PROCESS FOR CANNING SEAFOOD?

The canning process starts with sourcing the highest quality ingredients. We handcut and handpack each of our cans. The cans are then put into a Retort, and all oxygen is removed from the can through heat and pressure. This allows the ingredients to be preserved and cooked and a regulated temperature to adhere to health and safety standards and guarantee a long shelf life. No additives or preservatives are used whatsoever. 

WHERE DID THE NAME SCOUT COME FROM?

Scouts are adventurous, curious and journey off the beaten path. Here at Scout, we strive for the same. Scout’s mission is to be the most trusted seafood brand in North America while reducing food waste and protecting our oceans. We are carving out our own path in the canned seafood space, and straying away from the traditional industry. We want you to come along for the adventure.

DO I NEED TO COOK OR RE-HEAT MY SCOUT PRODUCTS?
Scout products are ready to enjoy straight out of the can, or they can be added to your favourite recipe, see some inspiration here!

WHAT DO I EAT MY SCOUT PRODUCTS WITH?
Check out our recipe page for inspiration and pairing suggestions. Some of our favorites are: trout and dill fritters, our classic Scout lobster roll and mussels on toast.

WHERE ARE YOUR PRODUCTS SOURCED FROM?

We prioritize North American sourcing for all of our products. All of our seafood is from North American waters and is ethical & traceable. 

ARE YOUR PRODUCTS ORGANIC?

Our mussels are certified organic from PEI. In order to be certified organic, the ocean floor and waters are consistently tested and biodegradable and environmentally friendly materials are used for seeding and packing. Our Lobster is wild harvested and our trout is responsibly farmed. 

ARE THERE PRESERVATIVES OR ADDITIVES IN SCOUT PRODUCTS?

Scout products are all natural and contain zero additives or preservatives. 

WHAT ALLERGENS ARE IN YOUR PRODUCTS?

Scout products may contain dairy and shellfish.

I FOUND BONE OR SHELL IN MY SCOUT CAN!

Scout products are all natural and our seafood is cut and packed by hand. In rare occasions, there is a chance you will find a small piece of shell or bone in your can. We do not use mechanical separation with our products to ensure a higher quality seafood experience. 

WHAT IS THE BEST WAY TO STORE MY PRODUCTS?

Products are best stored at room temperature in a cool dry place.

WHEN DO MY SCOUT PRODUCT EXPIRE?

There is an expiry date on each can and the product is shelf stable for 3 years unopened 

WILL YOU BE LAUNCHING NEW PRODUCTS?

We have some new and exciting products launching soon. Sign up here to be the first to know!

WHAT IF I HAVE A QUESTION THAT IS NOT ADDRESSED ABOVE?

Please email us at info@scoutcanning.com and we will get back to you as soon as we can. Please note that our customer service is available 8am - 5pm PST Monday - Friday.