Shipping Policy

Next Day Delivery
All seafood from The Atwood Lobster Co. is fresh and must be shipped overnight to your home or place of business. We have special contracts with UPS, which allow us to ship our large cartons at reasonable rates. UPS will deliver your lobsters to your door between 10:31am and the end of the day. Someone must be home to receive and sign for the package. If no one is home and the package is left unattended, the lobsters will perish and we will not guarantee them. If you are unable to be at home to receive your package, please have your order sent to your place of business or arrange to pick them up at your local UPS terminal (you must call UPS in advance to make arrangements). All shipping costs are included in your purchase price.

Cancellation Policy
No refunds or credits will be issued for special orders or large orders of 10 or more lobsters unless the cancellation is requested at least 48 hours prior to the date the special order is to be shipped. A 10 percent cancellation fee applies to all special orders or orders of 10 or more lobsters cancelled 48 hours or more prior to the ship date. We do this because special requests and large orders are selected and prepared in advance and often carefully stored in our special refrigerated facilities prior to being picked up by UPS. All other orders must be cancelled before noon on the day the seafood is to be shipped. There is no cancellation fee on standard orders. A cancellation number will be issued.

Insulated Packaging
All Atwood Lobsters are shipped live to your home or office. Experience has taught us that the lobsters travel best packed in wet seaweed (in season) and gel ice packs. The lobsters and seaweed are placed in heavy-duty Styrofoam cartons, packed with gel ice packs, and sent off to you. Some people cook the lobster with the seaweed, for added flavor.

Guarantee
The Atwood Lobster Co. guarantees that the lobsters are alive when they are delivered to your door, unless arrangements have been made to pick the lobsters up at a delivery depot. If you are picking up the order at a depot, we guarantee that they will be alive when picked up, providing the pickup was made prior to 5:30 p.m. on the scheduled date of delivery. Our company assumes no responsibility for orders picked up by customers after 5:30 p.m. We recommend the lobster be prepared the same day. If you must keep them an additional day, you do so at your own risk.

Problems with your order?
We guarantee the quality of our lobsters on the scheduled day of delivery. Please examine the carton when it arrives. If the carton appears to be wet or damaged, it may have caused injury to the lobsters or let warm air enter the carton. If any of the lobsters have perished, let us know. Please carefully follow the care instructions you receive with your shipment. All claims must be made on the day of delivery by calling 1.800.521.5204. No claims will be honored if not made on day of delivery. If you have any questions, e-mail support@atwoodlobster.com or call us at 1.800.521.5204. Business hours are 9 a.m. to 4 p.m. EST Monday through Friday. You may leave a voice mail message after 4 p.m. EST at extension #16. The service desk is closed on all major holidays.