Terms and Conditions
MAINE LOBSTER NOW AND CUSTOMER RESPONSIBILITY
Lobster Tail Discount 12% Off when you use code "TAIL12" at checkout! -
By placing an order with Maine Lobster Now, you hereby agree to the following terms and conditions:
The Customer is responsible for providing the correct Names, Billing Address, Shipping Address, Apt/Unit/Suite Information, Gate Codes, Phone Numbers, and E-Mail Address. The Customer is responsible for providing the correct payment information, entering all coupons, discount codes and E-Gift Card codes during the checkout process. Maine Lobster Now reserves the right to request additional authorization from customers through DocuSign including a Credit Card Authorization Form. This may involve providing extra photo evidence, such as a document or government-issued ID, as per our request. Please note that all orders will be placed on hold and will not be shipped until this information is provided to our customer service team. If a package is sent as a Gift, it is also the customer's responsibility to notify the gift recipient of all Terms and Conditions posted on this page.
The Recipient is responsible for receiving the shipment on the date of delivery, including following directions supplied by the shipping provider (available for pick-up at location, etc.). It is the Recipient’s responsibility to retrieve the package and properly store items immediately upon delivery, and contact Maine Lobster Now within 4 hours of delivery with any issues, following the instructions on the Packing Slip, identical to these Terms and Conditions.
Maine Lobster Now assumes responsibility for the items/products up to the moment of carrier pick up at our facility- your items are hand-picked and packed to ensure the finest quality and safest travel. We promise to ship the items submitted for payment in your order, for delivery on your chosen delivery date, addressed to the location provided, and provide tracking information the evening of shipment. Maine Lobster Now is responsible for notifying Customers by phone and/or email as soon as possible regarding Out of Stock products that affect their order- refund, store credit or substitution may be offered. Maine Lobster Now will resolve issues of Wrong Items/Quantities received. Maine Lobster Now takes quality very seriously and will take responsibility for customer receipt of spoiled and damaged items not caused by shipping/carrier circumstances, including our Live Lobster Guarantee.
Our products are highly perishable, and we require contact within 4 hours of delivery regarding any issues. Maine Lobster Now cannot be held responsible for how products are stored, prepared, or how long they are stored before they are prepared. Maine Lobster Now is not responsible for delayed deliveries due to inaccurate shipping information. Maine Lobster Now reserves the right for Customer Service Agents to use discretion on a case-by-case basis to resolve issues.
Maine Lobster Now reserves the right to deny any Claim, Refund Request or Replacement for:
- Orders with a delayed delivery due to a pickup option placed on the order.
- Packages undeliverable or delayed delivery due to Customer unavailability
- Packages that have been Refused or Denied Delivery, even in instances of delayed delivery and package damage- this applies universally to all packages shipped from Maine Lobster Now.
- Product Claims filed outside of acceptable timeframe
- Product Claims without required supporting documentation, information, and/or pictures
- Product Claims regarding how an item was prepared or stored.
Address Validation:
Maine Lobster Now will ship all products to the address provided by the customer. Customers are responsible to input the correct shipping address. This includes Name, Street, Apartment numbers, Gate codes, City, State and Zip Code, as well as recipient contact information. Please ensure that the address is accurate and deliverable. Maine Lobster Now cannot honor Refund Request Claims based on an undeliverable or incorrect address, or attempted delivery to a closed business.
Our items are highly perishable- Under No Circumstances Can Orders Be Rerouted For Delivery. In some cases when available and possible, we can arrange for you to pick up at your local FedEx Express Station- Only With a Photo ID. Please contact us for availability, details and assistance. Additional FedEx charges may be applied for address correction and re-routing for proper delivery.
Canceling or Modifying Orders:
All orders can be canceled prior to the shipment date. All orders can be placed on Hold, or the delivery date changed, before the day of shipment. All orders can have validation updates to the shipping address, before tracking information is issued. Customers must contact Customer Service directly to process any order modifications or shipping corrections, and additional fees may apply. Canceling orders on the same day as shipment during the following time period will not be available. 12/1/2024-01/01/2025.
Promotional Items, Coupons and Discount Codes:
Maine Lobster Now will include items in orders that meet the promotion qualifications, until that item is out of stock - these promotional items are automatically added to your Shopping Cart. Maine Lobster Now is not able to apply expired promotions to new orders, or current promotions to existing orders, or provide resolution to that item being in restricted quantity or missing entirely from an order, especially if the item was not Included on the Invoice/Order Confirmation.
Coupons and Discount Codes must be entered during the Check-Out process and cannot be applied to an existing order. This also applies to Gift Card Codes.
Store Credit:
Store credit expires 180 days after issued or 180 days after 4/28/2024.
Frozen products:
If frozen and fresh products are shipped together, some thawing of frozen items may occur. According to the FDA, frozen seafood that hasn't exceeded an internal temperature of 40 degrees Fahrenheit and still feels cool to the touch externally can be safely stored in the freezer. Items shipped frozen that arrive over 40 degrees Fahrenheit should be placed in the refrigerator and thawed completely for use within 2 days.
If you have any questions about specific products, please don't hesitate to reach out to us.
SHIPPING POLICY
Shipper/ Driver Release and Signature Requirements:
Our shipping provider has permission to deliver packages to a safe location at the delivery address. Due to the perishable nature of our products, Driver Release ensures that our shipments are delivered in a timely manner. Our shipping provider is not required to knock or ring doorbells.
If the delivery driver deems your area to be not a satisfactory place to leave your package via SHIPPER RELEASE, our carrier reserves the right to not leave the package. The tracking with details will be updated for the next suitable delivery day or request the customer to pick up the package at the nearest carrier location. (Personal Identification with a photo ID matching the name on the shipping label will be required)
No signature is required to residential locations- signature is required to business addresses.
Tracking Information / Delivery Times:
A tracking number will be generated on the ship date by our carrier and sent to you via email. This tracking number can be used to review the status of your shipment in transit, and will be active when the package is picked up from our facility. In addition, tracking information regarding your order can be found at https://tracking.mainelobsternow.com/.
Maine Lobster Now is unable to guarantee a specific delivery time of day, and can only provide an estimate based on the carrier’s information posted for the zip code. Deliveries may occur as late as 10:00 pm local time and still be considered “On Time.”
Delayed Deliveries and Shipping Protection:
Your peace of mind is our priority - Shipping Protection is included for free on all packages in the event of factors beyond the control of Maine Lobster Now or our shipping partners. Unforeseeable delays can result from various circumstances, including package sorting issues, mechanical malfunctions, flight delays, and more. If your shipment is affected by any of these conditions while in the hands of the carrier and cannot be delivered on the scheduled delivery date, the Shipping Protection will come into play. Typically, weather-related delays are not covered, but we will evaluate each affected order on a case-by-case basis to ensure a satisfactory resolution is provided.
Shipping Restrictions:
Certain restrictions apply to orders shipping to Hawaii and Alaska. Please contact us with any questions regarding shipping restrictions to specific states.
Hawaii - Product restrictions apply to Hawaii in compliance with their Agricultural Department and the monitoring of invasive species like mussels, clams, live lobsters, and other types of shellfish and aquatic animals. We have a close relationship with the Agricultural Department and will help in the process of obtaining an 'Import Permit' to allow the shipment of those products.
Alaska - Restrictions with our shipping providers limit shipping to some areas of Alaska as they are serviced by a third-party delivery system and can not be guaranteed. It is the responsibility of the purchaser to check whether or not a third party services remote areas of Alaska, and Maine Lobster Now does not assume responsibility for packages not delivered on the desired delivery date in the event a third party service is used.
Additional Shipping Restrictions:
Tri State Undersized Lobsters - Due to State laws, we cannot ship 1 lb Live Maine Lobsters to a recipient in NY, NJ or CT.
Oversized Live Lobsters In Maine - Due to state laws we cannot ship “oversized” North Atlantic Live lobsters to a recipient in Maine.
No Ship To Puerto Rico - Currently, we cannot accept and ship orders to Puerto Rico.
Post Office Box - No deliveries will be made to a Post Office Box
No Ship To Military Bases or Specific Locations - We cannot ship overnight to this specific location due to special handling requirements.
Rush Delivery & Fees:
Some additional fees may apply at checkout depending on the day you select for delivery. Example: Saturday Delivery Fee / Holiday Surcharge Fee.
Saturday Delivery:
Our shipping carrier offers Saturday delivery service to select areas. Please Call, E-Mail or Chat with Customer Service to check the Shipping Zip Code for Saturday Delivery Service. The website ordering check out process will verify the availability to your shipping zip code by showing an additional fee on the Saturday when selecting the delivery date. All orders scheduled to be delivered on Saturday will incur a fee. If you placed an order for Saturday delivery, but our carrier is unable to deliver to your zip code, our customer service department will contact you to discuss a change in the delivery date, and refund the Saturday Delivery fee. Maine Lobster Now will not refund the Saturday Delivery fees for packages that have delayed delivery.
Damaged Package:
If you receive a package with visible exterior damage, please follow these steps:
Visit https://returns.mainelobsternow.com/ within 4 hours of receiving the package on the delivery date.
Submit your claim along with any photographs, supporting documents and comments.
Keep the contents and/or packaging for carrier inspection.
Please note that eligibility for replacement by store credit will be determined after an investigation by our carrier and Maine Lobster Now.
Free Shipping:
Any orders with a product subtotal amounting to $150.00 or above will be eligible for complimentary shipping through FedEx Priority Overnight. It's essential to emphasize that even if your cart surpasses the $150.00 threshold due to the application of store credit or a coupon code, you will still enjoy free shipping. For cart totals below $150.00, a flat rate shipping fee of $40.00 will apply. It's worth noting that additional surcharges and taxes do not count towards meeting the $150.00 threshold.
RETURN POLICY
Damaged and/or Spoiled Products (Live Lobster Guarantee):
If your lobsters arrive expired, or products are damaged or spoiled for reasons other than shipping delay/damage, Maine Lobster Now will reimburse you for the spoiled product costs, typically provided in the form of Replacement by Store Credit. Customers must submit photos and a detailed submission of any complaints regarding items in the order by filing a Claim via the "Refund Request Portal" at https://returns.mainelobsternow.com on the day of delivery.
To help us review your refund, please follow these instructions for submitting photos:
Photo of the dead lobster on its back on a flat surface within 4 hours of delivery
For underweight products, a photo must be submitted with the product on a food scale.
For spoiled products, a photo must be submitted showing product temperature over 40℉.
All products that may be damaged or spoiled that will require a refund need to have photos submitted within 4 hours of delivery
Some crab legs, lobster legs or clams may break in transit and are not eligible for a refund.
Shipping Protection:
Shipping Protection is included on all orders at no cost and covers packages that are delayed in transit and not delivered on the specified date. This full-coverage protection covers most delays that could be encountered while in the possession of our shipping provider, so if your package does not arrive at no fault of your own, you can feel comfortable that we will provide you with proper resolution for the delayed order.
Frozen Products:
In the event that you received a frozen product that has partially thawed in transit, you can continue to let the product defrost for immediate use or put it 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 that has not exceeded an 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.
Undeliverable Address:
Maine Lobster Now will ship all products to the address submitted by the customer. If a 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. Any address changes done after an order has been packaged will incur an additional fee and can delay delivery.
Mispacked Orders:
Maine Lobster Now guarantees to ship the items submitted for payment in your order. If for any reason, your order is missing an invoiced item, please contact us through the 'Returns Portal' and submit a claim for the missing items within 4 hours of delivery through the Refund Request Portal https://returns.mainelobsternow.com. It is highly recommended the customer takes numerous photos backing their claim for the investigation.
In the event you receive another product very similar to what you ordered ie; ordered Fresh Lobster Meat and received Frozen Lobster Meat or if you ordered Fresh Lobster Tail Meat and received Claw Meat - we will offer a refund or store credit for the price difference.
Order Cancellations:
Maine Lobster Now will fully refund all orders prior to the shipping date. Once the shipping carrier picks up the purchased items, cancellation and refunding options are unavailable..
Out-of-Stock Products:
Occasionally we run out of stock on products. Our customer service team will contact the customer by email and/or phone prior to shipment - a substitution, refund or store credit may be offered. If we are not able to contact the customer, we will use our best judgment on how to handle each order on a case-by-case basis. We will not ship out-of-stock products when they come back in stock if the remainder of your order has already shipped.
PRIVACY POLICY
Data Sharing:
The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Cookies: Maine Lobster Now uses cookies to help keep track of items you put into your shopping cart including when you have abandoned your cart and this information is used to determine when to send cart reminder messages via SMS.
Mobile Terms of Service
Last updated: April 11, 2024
The Maine Lobster Now mobile message service (the "Service") is operated by Maine Lobster Now LLC (“Maine Lobster Now”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
By consenting to Maine Lobster Now’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Maine Lobster Now through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Maine Lobster Now. Your participation in this program is completely voluntary.
We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
You may opt-out of the Service at any time. Text the single keyword command STOP to +40459 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Maine Lobster Now mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
For Service support or assistance, text HELP to +40459 or email info@mainelobsternow.com.
We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.
To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
PAYMENT POLICY
Online Orders:
We collect all payments when the order is scheduled. All orders are eligible for refunds prior to the ship date. See our Refund Policy for further details. We accept Master Card, Visa, American Express, Discover for all online orders.
Phone Orders:
Payments made over the phone are taken over a secured line. All payments are collected in full at the time the order is placed, before the ship and delivery date. We accept Visa, MasterCard, American Express, and Discover. We do not store any payment information unless requested by the customer. Please see our Privacy Policy for details of payment storage. If you feel like your privacy has been compromised, please contact Customer Support at 207-799-8222 x2.
Wholesale Ordering:
All wholesale orders must be paid prior to the ship date. We accept cash or check or wire transfer for no additional charge. Any charges incurred from a bounced check are the customers' responsibility to reimburse Maine Lobster Now. Any payments over $1000.00 on a credit card will be charged an additional 3% processing fee.
Gift Cards:
Payments for gift cards are collected at the time of purchase. Gift Cards do apply to any product on our site and shipping charges except other Gift Cards. Expiration dates are put on gift cards to encourage use within a one-year time frame. Gift Cards do not expire.
You cannot purchase an online gift card with another gift card
If the amount of your online gift card does NOT cover the total order amount, you will need to pay the remainder of the purchase with a valid credit card
If the amount of your online gift card is for MORE than the total order amount, the balance will be stored with your account for your next purchase using the same gift card code
LEGAL POLICY
Sales Tax:
Maine Lobster Now will collect sales and pay state sales tax for the delivered address.
Legal Notice:
By agreeing to the terms and conditions, the party placing the order (you) and the recipient of the package(s) further agree that the transaction will be governed by and construed in accordance with the laws of the State of Maine, without given effect to its conflicts of law principles, and that the exclusive jurisdiction and venue for any lawsuits or disputes that arise out of or are related to the transaction and/or to the product purchased or delivered is reserved to courts located in the State of Maine. The transaction will be governed by and construed in accordance with the laws of the State of Maine. Consult with an attorney before making any substantial purchases outside the State of Maine. It is the customers' responsibility to pay sales tax on all products and services provided by Maine Lobster Now and our carrier. Notices from you to Maine Lobster Now shall be made either by e-mail or first-class mail to our address at:
Maine Lobster Now, LLC
47 Spring Hill Road
Saco, ME 04072