Frequently Asked Questions

General

You can email us anytime at questions@regalisfoods.com and should expect a reply within our office hours: Monday - Friday, 8 am - 5 pm.

Our warehouse operates Monday - Thursday, 8am - 5pm, and our office hours are Monday - Friday, 8am - 5pm.

We often offer discounts on social media and through our mailing list. Additionally, by joining The Regalis Underground, you will receive a 15% discount on all orders.

Yes, The Regalis Underground is our loyalty program, in which an annual payment of $250 earns 15% off on every order placed throughout the year. In addition to savings, members are the first to know about new product launches and exclusive deals through the members-only newsletter.

Orders, Shipping, and Pick-Ups

We ship all orders Monday through Thursday. Due to our limited staff and the particular logistics of the items you may order, it may take 1 - 3  business days for the order to process prior to shipment. Any orders placed between 8 AM Thursday through the end of the weekend will be fulfilled on the next available shipping day.  We ship all perishable items through FedEx Priority Overnight Shipping. This means that once your order is shipped, it should arrive within 24 hours if it contains perishable items. Please know that we are ultimately at the mercy of FedEx, and FedEx can sometimes be delayed a day or two.

With so many fresh, delicate, and seasonal ingredients in our catalog, we take great care to ensure that anything you get from Regalis arrives swiftly and in excellent shape. To uphold this promise, we offer the following shipping rates:

For all orders containing only non-perishable items, shipping is a flat rate of $25.

For all orders containing perishable items, shipping is a flat rate of $50.

We offer free shipping on all orders when a “Shipping Special” is purchased. Any specials that qualify for free shipping will be labeled as a “Regalis Shipping Special.”

Yes, simply add a “gift note” on the checkout page. The option to add a gift note is located under 'Extras', above where you would apply any type of coupon code. If you are having any trouble locating this option, please contact questions@regalisfoods.com before placing your order.

Due to our products’ freshness and scarcity, we cannot cancel an order that is already in process. Because we sell food products, we are not able to accept any returns.

If you have received your order and there is something missing or incorrect, please contact questions@regalisfoods.com.

So long as the order has not yet left our facility, please contact questions@regalisfoods.com and we will update your shipping address for you. If necessary, a new tracking number will be generated as well. If the order has already shipped, we are unfortunately unable to reroute the package.

For those nearby New York City, “pick up at Regalis” is an option during checkout. Selecting this option will eliminate shipping fees altogether. Once your order is placed, our team will contact you directly to schedule a date and time for pick-up between 9 am and 5 pm, Monday — Thursday. Please ensure you have coordinated your pickup time with the warehouse prior to your arrival at our warehouse. Please keep in mind that some of our products are shipped to you directly from the source, so not all orders will be eligible for this option.

If unforeseen delays cause your shipment to be delayed to the point that any products perish, please contact questions@regalisfoods.com and we will work to resolve the issue as swiftly as possible.

If there are any issues when your shipment arrives, please immediately photograph either the damaged or incorrect products and contact questions@regalisfoods.com. We are happy to support and assist however we can, but due to the freshness and inherent volatility of food products, we do require photographic evidence of any issues within 24 hours of receipt.

Pre-Orders & Live/Fresh Seafood

Any item labeled as either “pre-order” or “live/fresh seafood” is subject to availability from our partners. Although we do our best to keep our inventory as accurate as possible, the availability of these items is sometimes unpredictable. In order to minimize shipping costs, we will ship your order only once your pre-ordered items have arrived. If you have any questions, please contact questions@regalisfoods.com and we will do our best to accommodate special requests.

In order to expedite the process of fulfilling your orders this holiday season, we are not allowing substitutions of any kind at this time.

Truffles

Immediately upon receipt, fresh truffles should be wrapped in dry paper towels, placed in a sealed container or bag, and refrigerated. Please keep in mind that truffles have a very short shelf life -- they will last no more than a week, even if properly stored.

Although some suggest storing truffles in rice, we do not recommend this, as the rice will extract the truffles’ moisture and flavor and dramatically reduce their lifespan.

In order to maximize the value of your truffles, storing other food items in the same container as your towel-wrapped truffles will infuse those items with the truffles’ fragrance. Whole eggs, butter, cheese, and duck fat are popular items to store alongside truffles.

We highly recommend enjoying your truffles within 48 hours of arrival, as their fragrance and flavor will begin to noticeably diminish after just a couple of days. With proper storage, truffles can still be lovely for about a week, but they are inherently volatile ingredients that are always better when fresher.

Yes. Like cheese, truffles may occasionally have a small amount of white mold on their exterior called mycelium, but this is nothing to worry about. To preserve the quality of the truffle, simply brush the mold off with a clean towel or small brush. Keeping truffles dry will help control future mold growth.

Fresh truffles are best when served at room temperature, so we recommend removing them from the refrigerator about two hours before serving. 

In particular, white truffles should never be heated, but instead simply shaved with a truffle shaver, mandolin, or microplane upon serving. Prolonged heat will suffocate white truffles’ flavor, so it is important to shave right before consuming. Black truffles, on the other hand, are sturdy enough to have their flavor elegantly amplified with gentle preparation. 

Truffles bind to fat, so for the best truffle experience, pair with eggs, cheese, cream, or whatever fatty accompaniment best suits the mood

If you are wanting to shave your frozen truffle, only thaw partially. Truffles are 98% water, and will therefore soften as they thaw. If fully thawed, we recommend mincing or thinly julienning. Frozen truffles will secrete a lot of their water content. This is a perfectly normal version of “truffle juice." We recommend saving the residual umami-packed elixir and incorporating it into butter, sauces, or a reduction.

Caviar & Roe

Although freezing caviar will damage its texture and clarity of flavor, we do recommend refrigerating on a bed of ice in the coldest part of the refrigerator - typically the bottom drawer. Please refrigerate immediately upon receipt.

We recommend having your caviar as soon as you can, simply because it is challenging for standard refrigerators to mimic its ideal storage conditions. Nonetheless, consuming within two weeks of receipt is a safe window to enjoy or within the “best-by” date.

Caviar should be served as cold as possible, ideally over a bed of ice.

To technically qualify as “caviar,” the roe (unfertilized eggs) must come from a sturgeon fish. Roe from all other fish is simply referred to by the species of fish, followed by “roe.”

Seafood

For live seafood, we use temperature-controlled boxes lined with ice packs and infused with additional oxygen to prolong liveliness. 

For freshly caught seafood that is shipped to you directly from the source, a salt-ice blend is used to ensure the appropriate temperature is maintained throughout its journey from the dock to your door. 

For frozen seafood, we use high-quality ice packs that will encourage products to arrive partially thawed and ready to prepare.

When expecting live seafood, we strongly encourage caution and diligence at every step of the way. When unpacking, keep in mind that shells may be sharp and that claws are, by design, very dangerous. Please wear gloves or use kitchen tongs when handling. 

When expecting live seafood, we strongly recommend planning to consume it within one day of receipt. In the meantime, please keep cold, as seafood will inevitably weaken and die the longer it is out of water and refrigeration.

Although we pride ourselves on meticulously preparing all live seafood for shipment, there are occasional instances when something may arrive deceased, or in poor shape. If this happens, please contact questions@regalisfoods.com immediately.

We recommend consuming Uni within 3 days of receipt, but it should remain fresh for up to a week when properly refrigerated. We receive Uni at least three times per week to ensure that what is shipped to you is as fresh as possible.

No. All of our fresh fish is cut to order and fulfilled directly by our teams on-site, ensuring it is as fresh as possible. When the fish is packed, it is accompanied by a salt-ice blend to ensure it remains at the appropriate temperature for the entirety of its journey. This salt-ice slurry will smell fishy upon arrival, but simply remove the fish from the plastic, pat dry, and refrigerate right away.

Wagyu

Yes. Due to its exceptionally high-fat content, Wagyu retains its flavor impeccably well even when frozen for extended periods. Most of our inventory is kept frozen to ensure freshness and oxidation.