Refund & Exchange policy

Overview

At Rugosa Fresh Lobster, we understand the importance of delivering fresh and high-quality lobsters and lobster products to our valued customers. Our commitment to your satisfaction is at the core of everything we do. In the rare event that you are not completely satisfied with your purchase, we have established the following refund and exchange policy to ensure a seamless and hassle-free experience.

Product Returns

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. You must also contact us before sending back an item and state a reason.Return postage (via any method with tracking) is to be paid by the customer. Items must be in their original, new 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. Gift certificates are not returnable or refundable and cannot be redeemed for cash (unless otherwise required by law).

Refunds

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 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!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. 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 problem with your order. You will be required to email us photos of the damage or problem.We can be contacted via phone at (207) 468-4095 or via email at matt@rugosalobstertours.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.

We Value Your Business!

Thank you for choosing Rugosa Fresh Lobster for your lobster needs. We are committed to delivering the highest quality products and providing exceptional customer service. If you have any questions or concerns, please do not hesitate to contact us. Your satisfaction is our priority.