Refund policy
We cannot accept returns. However, if you are unhappy with your purchase in any way, please contact Customer Service at 833-468-2722 or email info@allfreshseafood.com, and we will work with you to ensure your satisfaction.
We will ask you if you received your goods within 3 hours of delivery and refrigerated or froze them promptly. It is important to collect your goods from FedEx and repack them after the journey.
To be eligible for a refund, your item must be in the same condition that you received it, unused and in its original packaging. You will also need to email us a photo of all unused products within 24 hours.
Suppose you are claiming that you received a warm delivery. In that case, this must be reported within 1 hour of arrival, and you must send in a video showing a digital temperature thermometer in all your products (Infrared instant-read thermometers are not acceptable temperature monitoring and will not be accepted). All products must be uncovered, free from packaging, and the probe must be left in for 15 seconds and captured on video. Failure to do so will result in management's inability to reconcile the claim.
To initiate a refund, you can contact us at info@allfreshseafood.com. If your refund is accepted, we will send you one of the following: Reward Points for the value of your purchase, a reshipment of goods, store credit, or a refund if the situation warrants. IF YOU DISCARD THE PRODUCT BEFORE PICTURES ARE SENT, REFUNDS AND STORE CREDITS WILL NOT BE HONORED.
If your package is delayed because of unforeseen delays and FedEx cannot make your delivery early in the day, but it arrives late the next day, this will not be eligible for a refund.
You can always contact us for any return questions at info@allfreshseafood.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you receive the wrong item, so we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (such as food, flowers, or plants) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Sorry, perishable food items cannot be exchanged due to health codes.
Lost or Stolen Packages
If your order is marked as delivered but you haven’t received it, please contact us within 24 hours of the delivery notification. To help us investigate and file a claim with the carrier, we may request supporting documentation such as delivery photos from the carrier, confirmation from building management (if applicable), a photo of your home, porch, or doorstep to verify the delivery location, and, in some cases, a copy of a police report if the package is believed to be stolen. This information allows us to properly assess the situation and work toward a fair and timely resolution. Please note that while we will do our best to assist, we are not responsible for packages stolen after confirmed delivery.
Live Lobster Delivery Guarantee
All Fresh Seafood — Because you deserve the real deal, every time.
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We’re proud to bring live Maine lobsters right to your door — and we stand behind every order. We guarantee the quality of our live lobsters on the day of delivery. If something isn’t right, we want to make it right. Here’s exactly how our policy works. |
WHAT WE COVER
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✓ We will issue a credit or refund when:
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✗ Outside our coverage:
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A Few Important Things to Know
Cook them the day they arrive.
Live lobsters are guaranteed on arrival day only. If you choose to hold them overnight, you’re doing so at your own risk — we can’t be responsible for what happens after day one.
Bring your package in promptly.
Perishables left outside for more than an hour — especially in warm weather — can spoil. Please be home, or let your gift recipient know a delivery is coming.
Video is required for all claims. ↓ 3-hour window
If you believe a lobster arrived deceased, please record a short video showing the lobster on its back before touching or discarding it. This video must be sent to us within 3 hours of delivery at
info@allfreshseafood.com. We are unable to honor any refund or credit without it. Do not discard the lobster or packaging before submitting your claim — doing so forfeits eligibility.
Even dormant lobsters can be saved.
If a lobster seems sluggish or still upon arrival, cook it right away — this is completely normal after travel. A lobster that is discarded before a video is submitted forfeits eligibility for a refund.
Carriers don’t call ahead.
We ship with tracking and email notifications, but neither we nor our carriers contact recipients directly. If you’re gifting lobsters to someone, please give them a heads-up that a perishable delivery is on its way.
Access restrictions.
If your address has known delivery restrictions (gated communities, remote rural areas, etc.), please reach out before placing your order so we can route correctly.
Weather and peak shipping periods.
We always do our best to get every order there on time. For holidays and high-volume periods — Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas, and New Year’s — we strongly recommend ordering in advance and cooking your lobsters the day they arrive. If you’re planning for a specific occasion, cook on delivery day and refrigerate for use the following day. This is the best way to guarantee a stress-free experience for you and your guests.
Missing packages.
If your package doesn’t show up, please contact us within 24 hours of the expected delivery. Tracking notifications are sent when your order ships — check your email and reach out right away so we can open an investigation.
Address accuracy.
Please double-check your shipping address at checkout — name, street, city, state, and zip. We won’t be able to refund orders that miss their delivery window due to an incorrect address, but we’ll always do our best to help redirect when possible.
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By placing an order with All Fresh Seafood, you agree to these terms. We know this is a lot to read — the short version is: cook your lobsters the day they arrive, record a quick video if something’s wrong, and reach out to us within 3 hours. We’ll take care of you. |
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Not happy? Let us know. We’re real people who love great seafood just as much as you do. Reach out and we’ll make it right. |