Company Policies
UPS Capital Loss Coverage
The loss coverage option is available at checkout. If you select the loss coverage option at checkout, we, in turn, add the UPS capital loss coverage to your order on your behalf. All claims involving the loss coverage follow the policies and procedures stated in the UPS capital loss agreement. Please note we are not the ones providing the loss coverage. We are merely making the loss coverage available to you as the customer. If you decline the loss coverage we are not liable to refund or replace any order.
Shipping
Please note any 3 Day Air, 2 Day Air, Next Day Air Saver or Ground shipment is only guaranteed by 11 pm to a residence or at home business. Ground delivered to a commercial property is guaranteed by 3 pm.
Next Day Air Packages are guaranteed by 10:30 Am- 12:00 PM or 11 pm in remote areas. Exact guaranteed times are available on UPS.com or by calling our customer service number. 866-532-2722.
Also please note on all holidays and peak shipping times ups allows a 90 minute window past normal commit time.
The J. Lionel Maine Lobster Company Customer Care
The J. Lionel Maine Lobster Company is dedicated to providing our customers with excellent customer service and the freshest meats and seafood on the web! We offer tools to allow you to view past orders, update your account information, expedite checkout process, reset your password and more. Please see below for detailed information on each section.
Call (800) 557-9042 to speak directly with a Customer Care specialist regarding any questions or concerns you may have.
Customer Care Service Hours Monday - Friday: 10 a.m. - 6:30 p.m.
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Where We Ship
Currently, products ordered through our website may only be shipped to the 48 contiguous United States as well as Alaska and Hawaii.
How to Order Online
Select Items and Place an Order Online
Selecting products and placing an order at The J. Lionel Maine Lobster Company is quick, easy and above all, completely secure. Follow these helpful steps to complete your online order. If you are merely making a shopping list, you will follow all steps except "Completing Your Online Purchase."
Placing an Item in Your Cart
Once you have found the item you want, simply enter in the quantity and click the "Add to Cart" button. This button is located at the bottom of the Product Detail page, just to the bottom of the product image. If you do not enter a number in the Quantity box, it defaults to "1".
When you have finished adding items to your Shopping Cart, click the Checkout link (located on the right-hand panel on every page of our site). This begins your checkout process.
Changing Item Quantities
If you wish to buy multiple quantities of an item you have placed in your Shopping Cart, change the number in the "Quantity" box. Please click the "Update" button again for each change you make in the quantity. The quantity does not add the new number to your current total, but instead replaces it. You can view your Shopping Cart at any time during the shopping process by clicking on the View Cart link on the right-hand panel.
If you prefer to wait until another day to buy the items in your Shopping Cart, The J. Lionel Maine Lobster Company saves those items (using a cookie) and keeps them active for three (3) days. You may continue to add items to your Shopping Cart if you return to the site within three days.
Removing Items From Your Cart
Delete unwanted items from your shopping cart by clicking on the "X" button located on the right side of the item in your shopping cart.
Completing Your Online Purchase
Secure Online Ordering is enabled by clicking the "Checkout" button. This link will take you into a secured area where The J. Lionel Maine Lobster Company will guide you step-by-step through the order process to complete your on-line transaction.
Customer Accounts
If you need to revise your profile, change your password, view order history, create a shopping list, or set up express checkout, sign in to your account.
Not a registered user? Take a moment to register with The J. Lionel Maine Lobster Company and enjoy faster online checkouts, sign up for e-mail newsletters, save shopping and projects lists, create a gift registry and more.
Signing Up
Wondering about the status of an order? Want to change your billing or shipping information or, care to view previous orders placed on our website? All these can be done by yourself via My Account. Sign Up now and enjoy a more convenient method of shopping.
Changing Billing & Shipping Address
To change the name, billing and/or shipping address associated with your account, sign in to My Account using the e-mail address and password currently associated with your account, and click the Update Billing Information link under Account Settings menu.
View Order History
To view your Order History, sign in to My Account using the e-mail address and password currently associated with your account.
Checking Order Status
If you have already signed up for a Customer Account, please login in here to check the current status of your order. If you are not currently signed up for a Customer Account, please Sign Up Now! . This will expedite future ordering processes and all future orders will be accessible through your account.
Online Security Policy
The J. Lionel Maine Lobster Company employs a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure.
A note about the Fair Credit Billing Act. Under this act, your bank limits your total loss and cannot hold you liable for more than fifty dollars of reported fraudulent charges. In the event your card is used in a fraudulent manner, you must notify your bank or card issuer immediately and in accordance with its reporting rules and procedures.
We encourage you to feel comfortable using your credit card to conduct commerce on our site.
Return & Refund Policy
Due to the nature of our business and the products we offer, items purchased through the mainelobsterfresh.com website cannot be returned. The J. Lionel Maine Lobster Company strives to ship the absolute freshest meats and seafood available anywhere. Every item we sell is carefully inspected before it is packaged and shipped. When your order leaves our facility, it is packed with more than enough refrigerant to prevent spoilage. If our seafood arrives damaged, please contact us immediately. All concerns must be received within 24 hours of delivery.
If you receive an order that you suspect is spoiled, contact us immediately and please do not discard of any suspected spoilage or damaged products until a representative from The J. Lionel Maine Lobster Company is contacted. We may request that you return them to us for inspection.
Since The J. Lionel Maine Lobster Company offers nearly all perishable products, shipping ALL our meats and seafood in the freshest condition takes thought and careful planning. We've come up with our own fresh gel pack system that keeps perishables cool in transit for up to 48 hours. We take care to arrange your seafood in specialized boxes designed to keep your order in the freshest possible condition upon arrival. We are dedicated to providing you with the freshest hard shell crabs and seafood on the web, therefore, if you have any questions about our Return and Refund Policy, please feel free to call us at (800) 557-9042.
All order cancellations need to be done 48 hours prior to order shipping via phone. Email can be unreliable and we can not accept order cancellations via email.
Shipping and Insurance Policies.
The J. Lionel Maine Lobster Company not responsible for packages once they have been marked as delivered. As these packages must be delivered shipper release the recipient assumes all responsibility for the package once it has been delivered. Insurance does not cover a missing package once it has been delivered.
Packages should be sent to your work or a location where someone is present to received delivery if you are concerned with the package being left.
The recipients also responsible to notify The J. Lionel Maine Lobster Company if their are any events in your area such as, weather, storms, power outages, and other catastrophic events that could delay a package. The J. Lionel Maine Lobster Company can not monitor this information and is the full responsibility of the recipient to notify The J. Lionel Maine Lobster Company prior to the package shipping.
Insurance will not cover any packages shipped into an area with weather, storms, power outages, and other catastrophic events that could delay a package.
If a package arrives up to 24 hours late the contents will still be good and the insurance will only pay for the shipping price. Insurance does not pay for late shipments due to weather or other catastrophic events.
Order Pricing
In order to keep fraud at bay all orders are subject to being confirmed. In today's modern age people have found ways to alter pricing to different amounts for orders. Cookies and other materials on a persons computer from other sites can also cause the cart to calculate pricing incorrectly.
Maine lobster reserves the right to cancel or refuse any order that falls under this criteria. They further reserve the right to refuse or cancel any order at any time.
J. Lionel Maine Lobster Order Cancellation Policy
All orders cancellations must be made 24 hours before order ship date.
The J. Lionel Maine Lobster Co.is not responsible for packages once they have been marked as delivered. As these packages must be delivered shipper release the recipient assumes all responsibility for the package once it has been delivered. Insurance does not cover a missing package once it has been delivered.
Packages should be sent to your work or a location where someone is present to received delivery if you are concerned with the package being left.
The recipients also responsible to notify The J. Lionel Maine Lobster Co. if their are any events in your area such as, weather, storms, power outages, and other catastrophic events that could delay a package. The J. Lionel Maine Lobster Co. can not monitor this information and is the full responsibility of the recipient to notify The J. Lionel Maine Lobster Co prior to the package shipping.
Insurance will not cover any packages shipped into an area with weather, storms, power outages, and other catastrophic events that could delay a package.
If a package arrives up to 24 hours late the contents will still be good and the insurance will only pay for the shipping price. Insurance does not pay for late shipments due to weather or other catastrophic events.
After your order has been placed you will receive an automatic email summary of your order. Review this email to be sure all information provided is correct. If you do not receive your confirmation email please contact our customer service team at 1-800-557-9042. We will be able to send one to you for your records. This ensures that we will be able to fill your order correctly.
Insurance does not pay for late shipments due to weather or other catastrophic events. During inclement weather, snow, fog, ice, high winds, earthquakes and other natural disasters, packages may be delayed. Shipping delays are normal and to be expected around the holidays and peak shipping times. These delays can add extra days to transit times. We take steps to pack our packages to last for these delays. We use extra dry ice during peak shipping times and this can cause product to freeze but not alter the quality.
The J. Lionel Maine Lobster Co Shipping Policy & Live Lobster Disclaimer
The J. Lionel Maine Lobster Co is not responsible for dead loss resulting from live lobsters being shipped. All live orders must be shipped using an overnight or one day ground shipping method.
- NOTE Alaska and Hawaii have areas that may be 2 days in transit. (If you are placing orders for those states please contact our customer service team so that we may make special arrangements to your order.
- Note we need two days notice on these orders to provide the delivery as you request.)
- All Alaska and Hawaii orders carry an extra $25 fee.
- You can use the following link to check time in transit use 17603 as ship from zip code --https://wwwapps.ups.com/ctc/request?loc=en_US&WT.svl=PNRO_L1
DELIVERY OPTIONS
- Next Day Air: Guaranteed by 10:30 A.M.- 12:00 P.M. to non remote locations, End Of Day To very Remote Locations
- Next Day Air Saver: Guaranteed by End of Day. Guaranteed by 3:00 to registered commercial business only not at home business. (End of Day Delivery To Residential Address)
- UPS or Fed Ex Two Day Air: 2 Days By end of Day.
- Ground: Guaranteed 1 Day to select zip Codes.
- Two Day Ground: Guaranteed to 2 day select zip codes.
- You can use the following link to check delivery times use 17603 as ship from zip code --https://wwwapps.ups.com/ctc/request?loc=en_US&WT.svl=PNRO_L1
- (Note End Of Day Has No Exact Commit Time. Package Arrives Whenever The Driver Gets To That Spot On The Route.)
- If you have time specific plans that day you should get the package a day early or pay for the early morning delivery.
DELIVERY SCHEDULE
- Cut-off time for orders placed over the Internet is 3:00 p.m. EST, Monday through Friday.
- There are no Sunday or Monday deliveries.
- Days that are grayed out on our delivery calendar are not available for selection.
DELIVERY METHOD
- ALL PACKAGES ARE SENT SHIPPER RELEASE :If no one is present at the time of delivery, packages will be left with no signature required, unless otherwise specified. (The J. Lionel Maine Lobster Company can not be held responsible for stolen or lost packages.
- Our normal shipping carrier is UPS any packages shipped through other providers are not guaranteed, and The J. Lionel Maine Lobster Company may not be able to issue full refunds on these shipments.
Shipping and Handling Information
J. Lionel Maine Lobster Cos primary shipping method on most orders is through UPS Overnight. We reserve the right to ship UPS or FedEX Overnight. For customers who qualify, we may choose to ship orders via UPS Next day Ground. All orders are charged actual UPS shipping rates. Any changes to tax or shipping and handling charges, if necessary, will be provided in a separate communication along with the reason for the change. Deliveries delayed by carriers due to inclement weather or other extenuating circumstances must be accepted by purchaser at next available delivery date as long as its within 48 hours from original delivery date. Fresh product maybe frozen upon receipt in areas that are experiencing extreme cold temperatures. Proper thaw out procedures for seafood should always be followed. Please note The J. Lionel Maine Lobster Company will not refund monies due to fresh product that has frozen due to extreme cold temperatures.
*For all orders taken over the phone The J. Lionel Maine Lobster Company will provide and email confirmation of the order to the customer. It is the CUSTOMER'S sole responsibility to review the order information, such as but not limited to delivery address, zip codes, delivery date, and product information. If you did not receive an order confirmation email you can call 1-800-557-9042 to request another copy to be sent.
*By placing order over the phone customer agrees to our Terms and Conditions, this includes all shipping policies. These are available on our website as well as over the phone.
We cannot guarantee refunds on late deliveries that are not brought to our attention the same day as scheduled delivery.
*Once a package is marked as delivered and verified by UPS or Fed Ex is correct delivery neither UPS or The J. Lionel Maine Lobster Company is responsible for the package. Please use caution when shipping to apartments or other buildings that share common areas.
Gift Cards
Unused gift cards will only be refuned in the first 30 days of purchase.
