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Frequently Asked Questions
Welcome to our FAQ section, where we've compiled answers to all the most frequently asked questions about our Lobster and seafood products and policies. Whether you're curious about our sourcing practices, cooking tips, or how to order, you'll find everything you need right here. Dive in and explore to satisfy your curiosity and enhance your seafood experience!
Products & Services
What do you do at The Lobster Guy?
We specialize in catching Lobsters, offering them to you online, and shipping them right to your door! Fresh live Maine lobsters, live lobster clambakes, and live lobster dinners are available for both private and corporate accounts. We offer a huge array of Fresh Live Maine Lobsters for the Holidays, Anniversary Lobster dinners, Valentine's Day, Birthday and Anniversary Lobster dinners or any special occasion!
How Long Have you Been In business?
Our Family has been catching Lobsters since the 1960s, it's what we do. We started shipping Live Maine Lobsters for overnight delivery right to your door in 1996 and through hard work and attention to details we proudly maintain a 4.9 out of 5 star Google approval rating!
Do you only offer Live Lobster?
Not At All! We offer much more than just live Maine lobsters! We Offer Maine Lobster tails, Award Winning Chowders, Awesome Sea Scallops Fresh Shellfish, Steaks and A Wide Variety of outstanding Seafoods!
Does my order come with cooking instructions?
Yes! All orders come with our detailed cooking and handling instructions!
Trust us, even a novice can handle this! You can also find them here!
How long can I keep my lobsters before cooking?
We Recommend you cook and enjoy your lobsters the day you receive them, however if you need to keep them overnight, remove them from their shipping box and store them in a cold refrigerator ideally in the crisper drawer, right side up. you can place the packing paper and gel packs from the shipping container on top of them also, Keep them dry and cold!
Gifts
What if I want to order a Gift for someone?
Sending a gift from The Lobster Guy is a great choice! We offer 3 types of Gift Certificates: Paper Monetary Certificates (to be mailed), Online eGift Certificates (to be sent to your recipient's email address), and Send Products as a Gift Certificate, where you shop for the items that you would like to be gifted and the recipient will be mailed a personalized Gift Certificate for the value of your purchase plus shipping. All of our Lobster Gift Certificates allow the recipients to select an overnight delivery date that is convenient for them! Read all about your Gift Certificate Options here!
How do I redeem a Gift Certificate?
Our gift certificate redemption policy is fast and easy! Just call or email us to set up delivery! We can be reached toll-free at 1-866-788-0004 from 9am to 5pm EST, Mon-Fri, or shoot us an email to sales@thelobsterguy.com and we'll get right back to you. We will need some information from your certificate, along with what day and where the items are to be delivered, it's that easy!
Where can I find info on Corporate Packages and Gifts?
For corporate packages and corporate lobster gift ideas, look right here! Corporate Gift Giving We will be more than happy to customize any corporate gift idea you have, just give us a call toll free @ 1-866-788-0004 and we'll get you squared away!
Ordering & Payment
What type of payment options do you accept?
We accept all major credit cards as well as PayPal.
When should I place my order?
You can place your order up to 30 days in advance, and you select your own delivery date at checkout. The latest an order can be placed is by 7pm 2 days prior to delivery (1 day prior to shipping). However, during the busy holiday seasons, we reach capacity on how many boxes we can physically pack in a day, so we recommend getting your orders in sooner rather than later during the holidays!
What should I do if I need my package by a specific time?
If you need your order by a specific time we recommend considering getting your order a day in advance. That way, you have the product and do not need to worry about what time it arrives. Feel free to call us toll free 1-866-788-0004 and we'll be glad to help!
How do I modify or cancel an order after it has been placed?
You can reschedule delivery or cancel your order up to One Day Prior (24 hrs) to the day it ships. You must call us toll-free at 1-866-788-0004 or email us at sales@thelobsterguy.com to arrange this. Order cancellation must be made and confirmed by The Lobster Guy Prior to shipment. A cancellation or reschedule email will be sent to you to verify your request. Unfortunately we cannot except modifications or add on's to orders during peak holiday seasons.
Shipping & Delivery
Who do you ship with?
We ship with FedEx Priority Overnight. This means we will pack and ship your order the night prior to your expected delivery date and it gets to you the next day! Your order is packed the eve before shipment, them trucked to the Airport where it catches its first FedEx flight, then onto a connecting flight or two to your destination, then onto another truck and delivered to your door overnight, Whew, that's pretty amazing!
Do you ship to all 50 States?
We do! We ship to all 50 states, including Hawaii and Alaska. If you are shipping live product to Hawaii you will need to obtain a permit from the DOA of Hawaii which can take up to 2 weeks. For shipments going to Hawaii or Alaska, please make sure you have FedEx priority overnight available in your area.
How are shipping prices calculated?
Shipping charges are based on the weight of the box and the distance it must travel to get it to you overnight for the next day! Our rates come directly from FedEx which are passed along as is to you. Getting a package to you overnight is an amazing feat and involves at least 2 trucks and 2-3 airplane trips overnight to get your order to your door for the very next day! That's pretty amazing!
What days do you deliver?
We offer deliveries Tuesday to Saturday* every week. *Saturday deliveries are not available in all rural areas. Please check with FedEx at FedEx.com to see if Saturday delivery is available in your area. If Saturday delivery is not available, you will get a message at checkout informing you it is not offered for your area
What time will my package be delivered?
Once your order ships (the night before your scheduled delivery), you will automatically be sent a tracking email with your FedEx overnight shipping information which will provide an estimated time of delivery. Tracking numbers are only sent to the email address that you provided when you placed your order and are usually sent around 5pm EST the evening your order ships. (Check your spam folder if you do not see it.) Also, feel free to use our TRACK MY ORDER tool to track the status of your order while still at our facility as well as get your FedEx Tracking Number.
How do I track my order?
Please use our TRACK MY ORDER tool to track the status of your order while still at our facility as well as get your FedEx Tracking Number. This tool can be conveniently accessed at any time from the masthead and footer of any page on our site.
Returns & Refunds
Do you accept Returns?
Because of the nature of the items, Perishable products are not accepted for return.
What is your Refund Policy?
If you encounter a rare problem with any items in your shipment, you must report the problem via email to (sales@thelobsterguy.com) or call us toll free 1-866-788-0004 immediately upon receipt of product on the day of your delivery. We will require photographs of any damaged items so we can review them, thanks!
(All packages are shipped via FedEx Overnight and delivery is usually by mid-morning to mid-afternoon in your time zone unless specified elsewhere.)
(All packages are shipped via FedEx Overnight and delivery is usually by mid-morning to mid-afternoon in your time zone unless specified elsewhere.)