Frequently Asked
Questions

Opening an account is simple. You can start by filling out our online contact form, calling your nearest location, or requesting a free consultation. Our assigned sales team will schedule a meeting to understand your business needs, discuss product selection, and set up your account. The process typically takes 7-10 business days. We serve restaurants, hotels, catering companies, grocery retailers, and other food service professionals.

Yes, we have a minimum order value that varies by location and delivery zone. Your account representative will provide specific details based on your location and delivery frequency.

Orders can be placed through multiple channels: by phone with your dedicated sales representative, via email, or text. Most of our restaurant partners place orders by email or text the 1-2 days before delivery. For recurring orders, we can set up standing orders that are automatically prepared on your regular delivery days, saving you time.

Yes, we offer net payment terms for established accounts with approved credit. New accounts typically start with COD (cash on delivery) or prepayment for the first few orders. Once your account history is established, we can discuss credit terms based on order volume and payment history. Your account representative will guide you through the credit application process.

We accept a variety of payment methods including cheque, electronic fund transfer (EFT), and wire transfer. For recurring orders, many customers prefer EFT for convenience. Your account representative can help set up your preferred payment method during onboarding.

We deliver across five provinces (BC, AB, ON, QC) from our five distribution centers: Vancouver (serving Metro Vancouver, Fraser Valley, Whistler, Vancouver Island), Calgary, Toronto/Mississauga (serving the Greater Toronto Area), Montreal (serving Greater Montreal and Ottawa), and Quebec City. Each location has specific delivery zones and schedules. Contact your nearest facility for detailed coverage information.

Delivery frequency depends on your location and the distribution center serving your area. In Metro Vancouver and the GTA, we offer daily deliveries Monday through Friday. Other areas typically receive deliveries 1-2 times per week on scheduled routes. Your sales representative will work with you to establish a delivery schedule that matches your business needs.

Cold chain integrity is fundamental to our operation. All our delivery vehicles are temperature-controlled refrigerated trucks maintained at 2–5°C for fresh products and -18°C or below for frozen items. Products are packed in insulated containers with ice packs for additional protection. Our warehouse facilities feature multiple temperature zones, from deep-freeze storage at -60°C to precisely controlled fresh rooms.

JapanFish Express is our proprietary air-freight service that brings fresh seafood directly from Tokyo's Toyosu Fish Market and other local fish markets to Canada. Fish auctioned on Monday morning can be on a Canadian chef's cutting board by Tuesday afternoon. We operate multiple air shipments per week, ensuring a consistent supply of the freshest sashimi-grade seafood available outside of Japan. This service is a key differentiator, no other Canadian distributor offers this level of direct fish market access.

No. Primarily, we do not provide warehouse pickups at our facility. For any special occasion, please contact your designated sales associate.

Customer satisfaction is our priority. If any product arrives damaged or does not meet our quality standards, please notify your sales representative within 24 hours of delivery. We will arrange a credit, replacement, or refund promptly. All claims are reviewed by our quality assurance team to prevent recurrence.

In Canada, there is no official government definition of 'sashimi-grade.' At True World Foods, we apply the strictest standards in the industry. Our sashimi-grade designation means the fish has been sourced from trusted suppliers (all directly from Japanese fish markets and fish farmers), handled under rigorous temperature control from catch to delivery, inspected by our quality assurance team for freshness, texture, color, and aroma, and meets or exceeds CFIA food safety requirements. Every lot is traceable back to its source.

Yes, we are Canada's largest importer of authentic A5 Japanese wagyu. We source from prestigious prefectures including Miyazaki, Kagoshima, Nagasaki, and Kobe. Every cut comes with full traceability documentation. We only carry beef that has achieved the A5 grade, the highest possible rating in Japan's rigorous grading system.

We stock over 2,000 Japanese food products across multiple categories: fresh and frozen seafood (100+ species), A5 Japanese wagyu and premium proteins, Japanese grocery items (soy sauce, miso, rice, nori, wasabi, and more), specialty ingredients for omakase and kaiseki cuisine, professional Japanese knives and kitchen tools, and seasonal and limited-edition items. Our product catalog is updated regularly, and our sales team can help you discover new products that fit your menu.

Yes, seasonality is central to Japanese cuisine, and we embrace it fully. Our Seasonal Calendar tracks 50+ species throughout the year, highlighting peak seasons for each. We also bring in limited-edition items such as high-grade shirako (cod milt) in winter, sakura-related products in spring, and special Toyosu auction lots. Your sales representative will proactively notify you of upcoming seasonal products and can reserve allocations for high-demand items.

Absolutely. Our buyers in Japan maintain extensive networks across local fish markets, regional fish markets, wagyu farms, and specialty producers. If you need a specific product, whether it is a particular species, cut, grade, or artisanal ingredient, let your sales representative know. We will do our best to source it for you, often within 1–2 weeks. Custom sourcing is one of the services our chef partners value most.

No, we mainly offer whole-sized fish, except for a few items like tuna and salmon at this moment. For any special request, please approach your designated sales representative.

True World Foods Canada maintains comprehensive food safety certifications including HACCP (Hazard Analysis and Critical Control Points) certification across all facilities, full compliance with CFIA (Canadian Food Inspection Agency) regulations, adherence to Safe Food for Canadians Regulations (SFCR). Our quality assurance team conducts ongoing internal audits and temperature monitoring to ensure the highest standards are maintained at every stage of our operation.

Yes, full traceability is a cornerstone of our operation. Every product can be traced back to its source.

Yes, all imported seafood and food products are subject to CFIA inspection and must meet Canadian import requirements. Our import operations are fully compliant with CFIA regulations, and we maintain all required import licenses and permits. Additionally, our internal quality assurance program goes beyond regulatory minimums, we conduct our own inspections, temperature checks, and quality assessments on every incoming shipment before it enters our distribution chain.

Our pricing is market-based and updated regularly to reflect current wholesale costs, particularly for fresh seafood where prices fluctuate with supply and season. Your account representative will provide a customized price list based on your product selection and order volume. We strive to offer competitive pricing while maintaining the highest quality standards. For stable-price items like grocery products, prices are typically fixed for certain periods.

No, we do not require long-term contracts. Our business relationships are built on trust, quality, and service, not contractual obligations. You are free to order as needed, and many of our partners have been with us for years simply because of the value we provide. For customers who prefer the stability of a supply agreement, we can arrange contracts with favorable terms.

Yes, we provide detailed invoices for every order, including itemized product lists, pricing, applicable taxes, and delivery information. Monthly statements summarizing all transactions are also available.

Yes, we offer a comprehensive digital product catalog that covers our full range of seafood, wagyu, grocery, and specialty items. You can download it from our Catalog page by filling out a brief form. The catalog is updated seasonally and includes product descriptions and specifications. Your sales representative can also provide a printed copy upon request.

There are several ways to stay informed: your dedicated sales representative will proactively share updates on new arrivals and seasonal products. Our Knowledge Hub features expert articles on sourcing, food safety, and industry trends. Our Seasonal Calendar provides a month-by-month guide to 50+ species.

We are always happy to help. You can reach us through several channels: call your nearest location directly (Vancouver: 604-878-1994, Calgary: 403-235-4024, Toronto: 905-279-5977, Montreal: 514-990-0611, Quebec City: 418-204-0647), email us at info.twfcanada@trueworldfoods.com, fill out our online contact form, or request a free consultation.