Our Policies

Our Commitment To You And To Our Lobsters!

Sustainably Harvested Lobsters!

The Maine and New England Lobster Fishery is one of the most protected wild-caught fisheries on the planet! The Lobster Guy, its boats and fishermen strictly adhere to these policies to protect and preserve the fishery for generations to come!

There are Federal size limits on the minimum size of lobsters that can harvested and we also "V notch" female egg-bearing lobsters - we mark them, protecting them from harvest even after they have shed their eggs. Since they cannot be harvested they are able to repopulate and grow!

We also have escape vents in the traps that allow the juvenile lobsters to enjoy a free meal on us then escape thru the vent back to the ocean floor to freedom!

The lobster fishery is important to all Lobstermen up and down the coasts of New England, and preserving the resource for today as well as future generations of Lobstermen to come is paramount to Capt. Tim and all Lobstermen worth their salt!

Low Price Guarantee

We GUARANTEE that we have the lowest published prices on the web for our lobsters.

There is ONE EXCEPTION to this guarantee. We cannot guarantee lower prices than another lobster company's prices if they DO NOT GUARANTEE your lobsters are hardshell and alive when you receive them! Yes, it's true, there are companies that don't guarantee their lobsters. Other sites just state "Guarantee" in their advertising and figure consumers won't research the prices on other sites. I feel this is a shame!

How can I offer this guarantee? Because we already have the lowest prices - we pass along our significant FedEx Shipping Discounts to YOU, the Customer, and that's the Honest Answer! Plus we also have the freshest live lobsters which we catch off our own lobster boats!

I have been a Lobsterman for over 38 years! I want to earn your business, and I want to provide the Lowest-Priced Best Quality Live Lobsters. We get to show you our great customer service and the freshest hard shell lobsters, lobster dinner packages and seafood products...all while you get the lowest price and best products available!

LobsterGuy ships hand-selected, fresh hard-shell lobsters just for you, and NEVER sacrifice quality like some second and even third party retailers, we catch, handle and package them ourselves!

If by chance you ever find a lower price, please email us with your zip code at sales@thelobsterguy.com, and we will certainly look into it!

Order Modifications & Cancellations

You can cancel or reschedule delivery of your order up to One Day Prior 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 TheLobsterGuy PRIOR to SHIPMENT! A cancellation or reschedule email will be sent to you to verify.

You cannot call or contact FedEx to cancel an order, they are only the shipping company. It must be done and verified thru TheLobsterGuy.com. Lots of preparation and planning goes into shipping your order, so unfortunately, once we reach the shipping date, an order cannot be altered or cancelled.

If you need to amend your order after you have placed it, please contact us! We can usually add, subtract, or adjust ordered items for you!

If your existing order is shipping for delivery before or during a holiday season, any changes, cancellations, or modifications must be requested and accepted three (3) days prior to the delivery date. We cannot guarantee order adjustments during the busy holiday season!

Returns & Refund Policy

Eligible Products:

Because of the nature of the items, perishable products are NOT accepted for return.

Other non-perishable items (tee shirts, mugs, pick sets, etc.) may be returned, though you must first contact us before sending back an item and state a reason.

Gift Certificates are not returnable and cannot be redeemed for cash (unless otherwise required by law).

Return postage (via any method with tracking) is to be paid by the customer. Items must be in their original, unused condition. Once the returned product has been received, your refund will be processed within 3 business days. Original shipping charges will not be refunded and a 10% restock fee will be subtracted from your refund.

Issues with Receipt or Condition of Package:

If you encounter a rare problem with any items in your shipment, You must report the problem via email or phone immediately upon receipt of product on the day of your delivery. (All packages are shipped via FedEx Overnight and delivery is usually by mid-morning to mid-afternoon for your time zone unless specified elsewhere.)

If you reach us after hours, please leave a message with all of the details. Photographs of damaged product and packaging are required. If your order is missing an item, please thoroughly inspect the package and remove all packing materials. Small items, like pick sets or bibs, can be underneath packing paper. Items like Chowder and Lobster Bisque that ship frozen can and have been mistaken for gel packs! So please check your box carefully!

If your package has been delayed in transit due to a weather event (designated as such by FedEx), this falls under "Act of God Clause" and we cannot issue you a refund or reship your order. Note: as long as the contents of the package are still cold to the touch, the product inside is still fine to cook and consume.

If there is any other problem with your package, we can coordinate a refund or a reshipment of the item(s) in question. You must contact us upon receipt of your order on the day of delivery and advise us of the specific problem with your order. You will be required to email us photos of the damage or other issue encountered.

We can be contacted via phone toll free at 866-788-0004 or via email at sales@thelobsterguy.com. If you leave a message or send an email, please include your order number (if available) and the Shipped To name on the package, including the proper spelling.

Terms & Conditions

Neither FedEx nor LobsterGuy will be held responsible for any delivery delays that are included under FedExs "Liabilities not Assumed". You can request the most recent list from either LobsterGuy or FedEx or you may consult the FedEx website. These are typically rare events that include hazards such as severe or extreme weather events. Any weather disruption or other National Service Disruption (as designated by FedEx) may delay normal delivery routes, times, and/or schedules and neither FedEx nor LobsterGuy will be held responsible for the contents of such packages. Specifically, once in transit, the LobsterGuy will not honor any claims, be held financially responsible, or replace shipments of packages that FedEx has declined to cover. If you think your local weather may impact your delivery, please call and reschedule your shipment no later than 12 pm on the day your order is to be shipped. We will do all we can to safeguard against weather delays but we are not responsible for Mother Nature. Thank you.

Please note that signatures MAY BE REQUIRED for delivery.
If the total of your order is over $500, a SIGNATURE WILL be required for delivery.
Deliveries to BUSINESS ADDRESSES WILL REQUIRE a signature for delivery.
Deliveries to apartment buildings, townhouses, and condo complexes MAY REQUIRE a signature.
Deliveries to residential locations MAY require a signature for delivery -- it will be up to the discretion of the individual FedEx delivery driver.

In the very rare occurrence of an order discrepancy or damage it must be reported to us within 4 hours of delivery. You can report via phone or email at: 1.866.788.0004 or sales@thelobsterguy.com

For all gifts, YOU are responsible for notifying your recipient about delivery.
YOU are also responsible for entering and verifying the proper and current delivery address including the correct zip code! The delivery address must be CURRENT AND ACCURATE. FedEx and LobsterGuy cannot be held responsible for any orders with the incorrect delivery information, including, but not limited to: incorrect zip code; incorrect or missing house/apartment/suite numbers and/or letters; incorrect or incomplete street names; and/or misspellings, etc.

Incorrect addresses usually result in a delivery delay of least one regular business day. Please note that FedEx does not count Saturdays or Sundays as regular business days.

FedEx charges us to correct an address....a fee of $24.00 will be charged to you if the address given is incorrect or incomplete. If the delivery address needs to be adjusted, on-time delivery is NOT guaranteed and may result in a delayed delivery date.

LobsterGuy is not responsible for delays caused by incorrect shipping information. We will not reship or refund orders when the address information given is incorrect.

Order from LobsterGuy with confidence, and you'll see why we have the lowest prices, best lobsters, and the best customer feedback... all without sacrificing quality!

Thanks,
Capt. Tim
The LobsterGuy