Damaged and/or Spoiled Products (Live Lobster Guarantee)
At Crabby Lobster Seafood 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 CrabbyLobsterSeafood.com along with your order number and the best way to reach you.
In the event that you received a package with exterior visible damage, email CrabbyLobsterSeafood.com on the date the package was delivered with photographs of the damage to: CrabbyLobsterSeafood.com. 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 Crabby Lobster Seafood.
Crabby Lobster Seafood will ship all products to the address submitted by the customer. If an undeliverable 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.
Crabby Lobster Seafood 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, Crabby Lobster Seafood 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 Crabby Lobster Seafood.
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.
Crabby Lobster Seafood 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.