Damaged and/or Spoiled Products(Live Lobster Guarantee):
At Maine Lobster Now we pride ourselves on providing the absolute best Maine Lobster experience. We believe in the experience so much that we guarantee your lobsters arrive fresh and alive on the date of delivery. If for any reason your lobsters do no arrive alive, we will reimburse you for the spoiled product costs. This will typically be provided in the form of a refund for the spoiled product, a reshipment is not guaranteed unless all items in the shipment were affected. We require a photograph of the affected products and customers must attempt to reach us via phone or email on the date of delivery. Please make sure the picture properly shows the spoiled products or lifeless lobsters and this can be sent to [email protected]
along with your order number and the best way to reach you.
Shipping Protection is included in all orders unless removed during the checkout process, and covers packages that are delayed in transit and not delivered on the specified date. This full coverage protection covers any delay that could be encountered while in the possession of our shipping provider, so if for any reason your package does not arrive you can feel comfortable that we will find a satisfactory resolution.
In the event that you received a package with exterior visible damage, email Maine Lobster Now on the date the package was delivered with photographs of the damage to: [email protected]
Do not throw away contents or packaging as an inspection must occur by our carrier, UPS. Refund eligibility will be subject to investigation done by UPS and Maine Lobster Now.
In the event that you received a frozen product which has partially thawed in transit you can continue to let the product defrost for immediate use or put back in the freezer for storage. We often ship frozen and fresh products together and partial thawing of the frozen products can be expected. The FDA notes that frozen seafood which has not exceeded and internal temperature of 40 Degrees Fahrenheit and remains cool to the touch externally can be refrozen without issue. Please contact us if you have any questions about specific products.
Maine Lobster Now will ship all products to the address submitted by the customer. If an deliverable or incorrect address is submitted, no refund or reshipment will be issued. Shipping to a closed business will also void the customer from any refund.
Maine Lobster Now guarantees that our packages are received with all ordered products. If for any reason you receive a package which is missing an item that was ordered, you must reach out to us directly via phone or email on the date of delivery. We may require that a picture be provided showing the package and after investigation a refund or credit for the missing item will be issued toward a future order. In the event the customer does not report the missing items on the date of delivery, Maine Lobster Now reserves the right to refuse any refund. In the event that items were purchased on a gift card (coupon code), the refund can be provided in the form of another certificate. Reshipment of missing items will be at the discretion of Maine Lobster Now.
All refunds will be issued within 21 days from the date of refund request. All full or partial credit card refunds will refund back to the credit card used by the customer described in the "billing information" section of the invoice.
Maine Lobster Now will fully refund all orders prior to the shipping date, once the purchased items are picked up by the shipping carrier cancellation and refunding is not available.