Refund & Shipping Policy
CML ONLINE SHOP LLC's Refund & Shipping Policy
Here at CML Online Shop, LLC ("CML"), an affiliate of Cousins Maine Lobster, we are invested in getting your seafood order to you in a fast, and secure manner, so you and your family can enjoy the same delicious Maine seafood that has bonded our family for generations.
We ship all our orders through UPS Next Day Air service, in which your order will dispatch one day before the intended delivery date. Please note, that while most orders will deliver on the chosen delivery day by midday, in some areas and during some holidays with high shipping volumes, orders can deliver as late as 9pm. Unfortunately, we cannot guarantee an exact time that your order will be delivered on your chosen delivery date. Please note, that due to overnight service, delivery days are limited to Tuesdays through Saturdays. In some areas, Saturday delivery may be unavailable, in which case the delivery date calendar on our checkout page will let you know that date cannot be chosen. There is no added charge for choosing Saturday delivery.
We offer free shipping for all orders with a value over $250. All orders under $150 will ship with an added $35 shipping charge, and orders $150-249.99 will ship with an added $19.99 shipping charge that you will see reflected in your order at checkout.
We ship a variety of fresh, live and frozen products. At times, for optimal handling, we will pack your order in two separate shipments. If this is the case with your order, you will receive two tracking numbers when your order is packed and dispatched. Though not common, in certain situations, these shipments could deliver a few hours apart. Please refer to your provided tracking numbers to stay up to date on the progress of your shipment.
Due to the perishable nature of our shipments, all orders are shipped labeled with “shipper release” which gives UPS the ability to leave your package if you are not home at the time of delivery. Please note, you are responsible for being available to receive your order on the day of delivery, or making the recipient aware of the incoming shipment so that they are able to receive it in a timely manner. CML is not responsible for any stolen packages that have been delivered with UPS Proof of Delivery, or packages that may not be noticed by a recipient the same day the package was delivered.
E-Gift Cards will be delivered electronically, via e-mail, and will contain a unique gift card code for use on our website, www.cousinsmainelobster.com/shop. E-Gift Cards are not valid for redemption at Cousins Maine Lobster Truck or Restaurant Locations or at any Cousins Maine Lobster franchises.
Apparel items will ship within two business days of your order, and will be shipped via UPS ground.
For subscriptions, please note that you are responsible for managing your subscription in your customer profile. To manage your subscription, please login to your customer account at https://www.cousinsmainelobster.com/account/login. You are also responsible for receiving your orders at the time interval you have chosen, every 30, 60, or 90 days. Please note, we will generate your recurring order at least a week before it is set to dispatch, at which time you will receive a confirmation email for that order. We will also send you an email asking you if you would like to adjust your delivery date for your convenience. You are responsible for adding [email protected] and info.mail.cousinsmainelobster.com to your email address book to ensure you are receiving our emails. Subscriptions can be cancelled at any time.
Return and Refund Policy
If you have any issues or feedback regarding your order, please email [email protected] and we will be happy to work with you and assist with your concerns in a timely fashion.
We guarantee your order will deliver on your chosen delivery date so as long as the provided delivery address is deliverable and entered correctly. If you need to update a delivery address, please reach out to us ASAP. Once an order dispatches via Next Day Air, requested address changes can result in your package being held or delayed an extra day. In these scenarios, we will be happy to work with you and advise on the best course of action.
Live lobsters are guaranteed to arrive alive at the time of delivery, and should be cooked the same day. Though at times live lobsters are hearty enough to last overnight to the following day, we cannot guarantee this, and the customer assumes the risk associated with this action. If you receive any expired shipped lobsters upon delivery, please email [email protected] with photos shortly after delivery so that we may assist.
For any missing or expired items, CML will offer refunds or re-shipments of the affected product. For affected items that are part of Family Meals & bundled products, refunds will be calculated off the pro-rated pricing reflecting the savings allotted through the purchase of the bundled product. Depending on the situation, CML reserves the right to refund versus re-ship, if we deem the order does not have a high likelihood of delivering without issues on the second attempt.
Because of the perishable nature of our product we do not accept returns or issue refunds for product that is returned to sender.
For subscriptions and recurring automated deliveries, you are responsible for receiving your order. We cannot issue refunds for already dispatched or delivered recurring subscription orders, but we can assist you in managing or cancelling the subscription so future orders are not sent, or so that the recurring interval reflects your updated needs.
CML is committed to providing you and your family a delicious Maine seafood experience that reflects the care, attention to detail, and hard work that the entire Maine Lobster industry displays in cultivating a sustainably sourced, outstanding product in the Maine lobster that we provide. Thank you for experiencing our Maine.