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 sales team will schedule a meeting to understand your business needs, discuss product selection, and set up your account. The process typically takes 2–3 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. For Metro Vancouver, the minimum is typically $200 per delivery. For other regions, minimums may be slightly higher to account for logistics costs. Will-call pickup orders at our Richmond facility have a lower minimum. 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 through our order management system. Most of our restaurant partners place orders by phone or email the day 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 can arrange product samples for qualified business customers. Please contact our sales team or book a free consultation through our website. We can also provide our detailed product catalog so you can review our full range of premium Japanese ingredients before placing your first order.

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 net-15 or net-30 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), wire transfer, and major credit cards (Visa, Mastercard). 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 most of Canada from our five distribution centers: Vancouver/Richmond (serving Metro Vancouver, Fraser Valley, Whistler, Vancouver Island), Calgary (serving Alberta and Saskatchewan), Toronto/Mississauga (serving the Greater Toronto Area and Ontario), Montreal (serving Greater Montreal and Atlantic provinces), and Quebec City (serving Eastern Quebec). 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, with same-day delivery available for orders placed before 10:00 AM. Other areas typically receive deliveries 2–3 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 0–2°C for fresh products and -18°C or below for frozen items. Products are packed in insulated containers with gel packs for additional protection. Our warehouse facilities feature multiple temperature zones, from deep-freeze storage at -40°C to precisely controlled fresh rooms. Every shipment is temperature-logged, and we conduct regular cold chain audits to ensure compliance with CFIA standards.

JapanFish Express is our proprietary air-freight service that brings fresh seafood directly from Tokyo's Toyosu Fish Market to Canada. Fish auctioned at Toyosu 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 Toyosu access.

Yes, will-call pickup is available at our Vancouver/Richmond location during business hours (Monday–Friday 6:00 AM – 4:00 PM, Saturday 7:00 AM – 12:00 PM). Orders should be placed at least 2 hours in advance to ensure preparation. Will-call pickup has a lower minimum order requirement than delivery orders. Please contact our Richmond facility at (604) 878-1994 to arrange pickup.

Customer satisfaction is our priority. If any product arrives damaged, at incorrect temperature, or does not meet our quality standards, please notify your sales representative or our customer service team 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. We maintain detailed delivery and temperature logs for every shipment.

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 (many directly from Toyosu Market), 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, and we conduct regular microbiological testing in our quality assurance laboratory.

Yes, we are one of Canada's largest importers of authentic A5 Japanese wagyu. We source from prestigious prefectures including Miyazaki, Kagoshima, and Kobe. Every cut comes with full traceability documentation, including the individual animal's 10-digit identification number and, in many cases, the nose print ID. This documentation verifies the breed, farm of origin, feeding history, and grading score. 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 Toyosu Market, 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.

Yes, our Vancouver facility offers custom cutting and portioning services. Whether you need saku blocks cut to specific dimensions, wagyu portioned to your preferred weight, or fish filleted and prepared to your specifications, our skilled team can accommodate your needs. Custom cutting helps reduce waste in your kitchen and ensures consistency across your dishes. Discuss your requirements with your sales representative to set up a custom cutting program.

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), and regular third-party audits. Our quality assurance team conducts ongoing internal audits, temperature monitoring, and microbiological testing to ensure the highest standards are maintained at every stage of our operation.

We take allergen management seriously. All products are clearly labeled with allergen information in compliance with Canadian regulations. Our warehouse operations include protocols to prevent cross-contamination, and our team is trained in allergen awareness. For products sourced from Japan, we provide translated ingredient lists and allergen declarations. If you have specific allergen concerns for your establishment, your sales representative can help identify safe product options.

Yes, full traceability is a cornerstone of our operation. Every product can be traced back to its source, from the specific auction lot at Toyosu Market to the farm of origin for wagyu. We maintain detailed records of every step in the supply chain, including catch/harvest dates, processing facilities, temperature logs during transport, and receiving inspection results. This documentation is available upon request and is essential for our restaurant partners who value transparency and provenance.

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 longer periods.

Yes, we offer volume-based pricing for customers with consistent, high-volume orders. The specifics depend on the product category, order frequency, and total monthly volume. Your sales representative can discuss volume pricing tiers during your account setup or at any time as your business grows. We also offer promotional pricing on select products throughout the year.

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. Our invoicing system supports electronic delivery via email for faster processing. If you need invoices in a specific format for your accounting system, we can accommodate most requests.

Yes, our Vancouver headquarters houses a culinary consulting team that can assist with menu development, product selection, and ingredient education. Whether you are opening a new Japanese restaurant, adding a sushi program to your existing menu, or looking to elevate your omakase offering, our team can provide expert guidance. We also host tasting sessions where chefs can sample new products and seasonal items. Contact your sales representative to arrange a consultation.

We offer product knowledge sessions and handling training for our partners' kitchen teams. Topics include proper handling and storage of sashimi-grade fish, wagyu grading and cutting techniques, Japanese ingredient identification and usage, and food safety best practices for raw fish service. These sessions can be conducted at your location or at our Vancouver facility. They are complimentary for active accounts and are a great way to ensure your team gets the most out of our products.

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, specifications, and sourcing information. 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 also host webinars and events throughout the year covering topics from Toyosu Market insights to menu engineering strategies.

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. Our team typically responds within one business day.