Damaged and/or Spoiled Products (Live Lobster Guarantee):
At Lobster Taxi® 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 not 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 firstname.lastname@example.org along with your order number and the best way to reach you. Keep in mind this guarantee only guarantees that lobsters arrive alive on the selected delivery date and not any time past that.
The option for shipping protection is optional for all orders and can be added above the checkout button on the cart page. This added service covers your package if for any reason a delay occurs while in transit with our shipping providers. Delays can be caused by the following events: Improperly sorted packages, Mechanical Malfunctions, Flight Delays, Weather, Etc. Understanding that these events are out of the control of all parties involved we offer a worry-free protection which would cover in the event that the shipment is affected by any of these conditions and unable to be delivered on the scheduled delivery date. If shipping protection is not added onto the order, Lobster Taxi® will not honor any refunds or reshipments.
In the event that you received a package with exterior visible damage, email Lobster Taxi® on the date the package was delivered with photographs of the damage to: info@lobstertaxi. Do not throw away contents or packaging as an inspection must occur by our carrier, FedEx. Refund eligibility will be subject to investigation done by FedEx and Lobster Taxi®.
Lobster Taxi® will ship all products to the address submitted by the customer. If an 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.
Lobster Taxi® 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, Lobster Taxi® 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 Lobster Taxi®.
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.
Lobster Taxi® 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.