FAQs
Orders FAQs
If your live lobster arrives dead or nonresponsive, do not eat it. Submit a claim through our Claims Portal within four hours of carrier-recorded delivery. Include your order number and a clear photo of the lobster lying on its back on a flat surface. Our live-arrival guarantee applies to delivery on the scheduled date, subject to the current terms and exclusions. Approved claims may receive credit, replacement, or a refund as applicable; an outcome is not guaranteed before review. Lobsters kept overnight after delivery are not covered by a survival guarantee.
Choose an available delivery date from the calendar at checkout. Available dates and services depend on your products and destination, so use the date and service in your order confirmation. Tracking usually updates after the carrier receives or scans the shipment. We cannot guarantee an exact arrival time.
Because seafood is perishable, do not physically return products unless Maine Lobster Now instructs you to. Submit claims through our Claims Portal with your order number, a description, and photos of the affected product and relevant packaging or label. Report visible or reasonably discoverable issues within four hours of carrier-recorded delivery. A concealed issue that could not reasonably be discovered then must be reported within 24 hours of discovery and no later than 48 hours after delivery; this does not cover damage from handling after delivery. Approved remedies depend on the issue, evidence, applicable guarantee, availability, and law.
Contact [email protected] or call 207-799-8222 to request a cancellation or change at least 24 hours before your scheduled shipment date. Requests within 24 hours depend on fulfillment status and may not be possible. A request is effective only after Maine Lobster Now confirms it. Orders cannot be canceled after they have been transferred to the carrier. Address changes are not guaranteed, and additional charges may apply.
Enter your gift-card or discount code in the relevant checkout field and confirm it was applied before paying. Follow the redemption instructions supplied with your store credit; it may require signing in with the email linked to the credit. If a code or credit is unavailable, contact us with the order email and the error message. Do not send payment-card details.
Follow the redemption instructions supplied when your store credit was issued and sign in with the email associated with it if required. Check that the credit is applied before paying. Store credit generally expires 180 days after issuance unless a later date was disclosed or applicable law requires otherwise. Contact us if the credit is missing or cannot be applied.
Order early and choose a delivery date available at checkout. Frozen products can be ordered ahead when you can promptly store them safely. For live lobster, choose the day you intend to cook it and cook it on the day it arrives. We do not guarantee survival overnight after delivery. Delivery times are estimates, so allow for carrier variability when planning an event.
General FAQs
Cook live lobsters on the day they arrive. We do not guarantee that they will survive overnight after delivery. Follow the storage instructions provided with your shipment and do not cook or eat a lobster that is dead or nonresponsive. Report an arrival issue through the Claims Portal within four hours of delivery.
Shipping FAQs
Shipping services and availability depend on the products, destination, and date. Check the service shown at checkout and in your order confirmation, then use the carrier named in your tracking notice. Carrier estimates do not guarantee a particular arrival time. Delivery by 10:00 p.m. local time on the scheduled date is considered on time.
Use the delivery calendar at checkout to see the dates available for your address and products. Saturday and holiday availability may vary, and any applicable delivery charges are shown at checkout. If a date is unavailable, contact us with your ZIP code and product details for help.
Shipping charges, free-shipping offers, Saturday-delivery fees, and holiday or expedited-service surcharges are shown at checkout. They depend on your products, address, selected date, and carrier service. Review the complete total before paying. If you paid for a delivery service that was not provided, the applicable service fee will be refunded to the original payment method under our current terms.
Carrier delivery estimates are not a guaranteed dinner-party arrival time. Delivery by 10:00 p.m. local time on the scheduled date is considered on time. A covered carrier operational delay of one or more calendar days may qualify under our Delivery Guarantee; weather and other exclusions apply. Inspect the shipment promptly and report visible product issues through the Claims Portal within four hours of delivery. Coverage and the remedy depend on the facts and current terms.
Some products or ZIP codes cannot receive reliable perishable delivery with the available carrier services. Checkout shows the available options for your address and products. If you cannot select a delivery date, contact us with your ZIP code and the items you want so we can check eligibility.