Cold Chain

From our chiller to your kitchen

Most of what we sell is only as good as the journey it takes. Here is how we protect the cold chain - and what we ask of you on arrival.

Most of what we sell - wild-caught fish from France, fresh meat, live seafood, charcuterie, dairy - is only as good as the journey it takes to your kitchen. This page explains how we protect that journey, from supplier to your door.

This Statement complements our Shipping Policy and our Refund Policy.

1.Our commitment

From the moment a fresh product arrives at our Kennedy Town showroom to the moment we hand it to you, we keep it within the temperature range it was caught, harvested or produced for. If we ever fail, we replace or refund the affected items - no questions asked, with photo evidence within 24 hours of delivery.

2.Storage at our showroom

Our Kennedy Town showroom is fitted with three separate storage areas:

• Frozen room at -18°C or below - for frozen seafood, frozen meats and any other frozen products
• Chilled room at 0-4°C - for fresh fish, fresh meat, charcuterie, dairy and fresh produce
• Live tanks with circulating, temperature-controlled seawater for live shellfish and crustaceans

Temperatures are monitored daily and logged. Stock rotation follows strict first-in / first-out rules to keep our products at peak freshness.

3.Packing

Each order is hand-packed at our showroom:

• Insulated, food-grade bags sized to the order
• Frozen ice packs in quantity matched to the weight, the temperature class and the expected delivery duration
• Separation of chilled and frozen items to prevent unintended thawing or freezing
• Sealed protection for live products, with breathable wrapping where required

4.Last mile

Our drivers are trained to:

• Hand the order directly to the recipient where possible
• Check ID for any order containing alcohol, in line with Hong Kong law (recipient must be 18 or above)
• Avoid leaving perishables at unattended doorsteps unless explicitly instructed by you (in which case the cold chain is at your risk - see Shipping Policy section 6)
• Park within ~50 metres of the building so the bag spends as little time as possible outside the van

5.What you should do at delivery

Once you receive the order:

• Open the bag and inspect items quickly - check that ice packs are still cold and packaging is intact
• Ideally, open vacuum-sealed packs to let the products - notably fish - breathe before refrigerating
• Refrigerate or freeze fresh items immediately (typically within 30 minutes)
• For best taste, plan to consume fresh fish and seafood within 48 hours of delivery and fresh meat within the by-date stated, unless you intend to freeze them
• For frozen items, transfer to your freezer without thawing

6.Sourcing - why this matters

A growing share of our catalogue is wild-caught fish and seafood from France and seasonal European produce sourced through trusted partners and small-scale producers. These products are exceptional precisely because they are caught or harvested fresh, transported with care and never compromised by an interrupted cold chain.

We work with suppliers that share this standard and verify cold chain compliance at every handover.

7.If something goes wrong

If a fresh item arrives at a temperature you find unacceptable, with damaged packaging, or in a condition that suggests a cold chain breach:

• Take photos immediately, including of the packaging and ice packs if relevant
• Email info@boneato.hk or WhatsApp +852 6511 0853 within 24 hours of delivery with your order number and photos
• We will arrange a refund or replacement under our Refund Policy

8.Force majeure

Tropical Cyclone Warning Signal No. 8 or higher, Black Rainstorm Warning, or any government-imposed restriction may force us to pause, reschedule or cancel deliveries at short notice. When this happens, we will contact you as soon as possible to arrange a new delivery slot.

Perishable items affected by a delay outside our control remain covered by our commitment above - we will replace or refund them under our Refund Policy. We cannot be held responsible for delays caused by events beyond our reasonable control, but we will always do our best to protect your order and keep you informed.