Refund policy

Refund Policy

Due to the perishable nature of live seafood products and the inherent risks associated with shipping, all sales are final unless otherwise stated in this policy. Returns are not accepted.

Live Lobster Guarantee

Dorr Lobster Co., Inc. guarantees that live lobsters arrive fresh and alive on date of delivery. If a lobster arrives deceased, we will consider a refund for the affected item only, subject to verification. Replacement shipments are not guaranteed unless all items in the order are affected.

Claim Window

All refund or credit requests must be submitted within four (4) hours of confirmed delivery.
Claims submitted after this time frame are not eligible for review.

Customers must contact us Dorr Lobster by email at orders@dorrlobster.com on the day of delivery. Proof of purchase is required for all claims.

Required Documentation

To be eligible for a refund or credit, customers must provide documentation within the claim window. This may include:

  • A continuous video of the unopened package, clearly showing the seal being broken

  • Photos or video of each affected lobster

    • Deceased or immobile lobsters must be shown on their back

  • Photos of underweight products on a food scale, when applicable

  • Photos showing product temperature above 40°F for spoiled items

  • Photos of exterior package damage, if applicable

Failure to provide adequate documentation may result in denial of the claim.

Damaged or Spoiled Products

Refunds are limited to the cost of the affected product only. Broken legs, cracked shells, or minor cosmetic damage caused during transit are normal and not eligible for refund.

All documentation for damaged or spoiled products must be submitted no later than four (4) hours after delivery.

Damaged Packages

If your package arrives with visible exterior damage, notify us within four (4) hours of delivery and provide photos of the damage. Packaging and contents must be retained for possible carrier inspection. Refund eligibility is subject to carrier investigation.

Frozen Products

Frozen items may partially thaw during transit when shipped with fresh products. Partial thawing is expected. Per FDA guidelines, frozen seafood that has not exceeded 40°F and remains cool to the touch may be safely refrozen.

Incorrect or Undeliverable Addresses

Orders ship to the address provided at checkout. Orders shipped to incorrect, incomplete, or undeliverable addresses — including closed businesses — are not eligible for refunds or reshipments. Address changes after packaging may incur additional fees and delays.

Missing Items

If an item is missing from your order, contact us within four (4) hours of delivery. Photos may be required. Once verified, a store credit will be issued for the missing item. Claims submitted after four (4) hours may be denied.

Refund Processing

Approved refunds are issued to the original payment method. Shipping and handling fees are non-refundable. Refunds may take up to 21 days to process, depending on your payment provider.

Order Cancellations

Orders canceled before shipment will receive a full refund. Once an order has been transferred to the carrier, cancellations and refunds are no longer available.

Limitation of Liability

Dorr Lobster Co., Inc. is not responsible for delays or damages caused by events beyond our control, including carrier delays, weather conditions, improper handling after delivery, or failure to follow care instructions.

By placing an order, you agree to this Refund Policy in full.