Frequently Asked Questions
For any questions not answered below, shoot us an email at firstname.lastname@example.org
SHIPPING & PAYMENT
A NOTE ABOUT SHIPPING: Due to heightened delivery volume and unexpected weather delays, we recommend placing your order for delivery at least 2-3 days before your occasion to ensure an on-time arrival. Please note, frozen items will need to thaw upon arrival.
We are invested in getting your sustainable seafood order to you as quickly as we can so you can enjoy the freshness immediately! For this reason, we only use UPS premium methods to ensure your seafood order arrives 1 day after shipping. All UPS shipping methods are offered to you at a low cost flat rate with no extra charge for Saturday delivery. Apparel will be shipped separately from seafood orders via UPS ground.
More details as follows:
- Shipping Service: UPS methods that arrive 1 day after the order is shipped out for all seafood orders. Hats and T-Shirts are shipped via UPS ground.
- Free shipping on orders over $125!
- Orders under $125 have a flat-rate $18 shipping fee.
- Live Lobster Orders: FREE SHIPPING. Note, live lobsters must ship separately from other items, and an additional $10 in flat rate shipping will be applied for your additional packages.
- Delivery Days: Tuesday-Saturday. Note, there is no extra charge to you for Saturday Delivery; however, this service is not always possible if UPS does not offer it to your destination. We will inform you if we find this to be the case
Where can you ship?
We ship to all 50 states and Washington, DC at this time. Unfortunately, we are not able to ship to Puerto Rico or internationally at this time.
Is there a minimum order amount?
There is no minimum order amount.
Can I select my delivery date for seafood orders?
Prior to checking out, you will be asked which day you'd like your order to be delivered. Please choose the day you'd like your order to arrive, and we will ship your order out the day prior using next-day shipping services. Unfortunately, we are not able to confirm the exact arrival date for apparel orders.
What date should I select for my order's arrival?
Keep in mind that the UPS delivery window extends until 9PM local time, so your order may arrive after dinnertime. Any frozen items will need to thaw 16-24 hours under refrigeration prior to use. For those reasons, we recommend an arrival date at least 1-2 days prior to when you plan to use our frozen items.
How do I track my order?
When you complete checkout, you will input your email address which will be used to send you automated tracking notifications.
What kind of shipping do you use?
We ship our sustainable seafood using UPS services that deliver your package the day after it ships out. Your package will arrive by end of day, but unfortunately we are not able to give a window of time in which is will arrive, so please plan accordingly.
What if I need to change my delivery day after I have ordered?
Please email email@example.com. If you get in touch with us before your delivery has left our fulfillment center, we will do our best to help you reschedule your delivery. Once your package has left our site, we can’t make any changes. If you contact UPS directly to alter your shipping schedule, the quality of your order may be compromised. Luke's Lobster is not responsible for packages with delivery modifications made directly through UPS.
Will I receive a confirmation of my order?
Yes, you will receive confirmation once your order has been submitted, as well as a confirmation with tracking information once your order ships out.
Do I have to be home for delivery?
You do not need to be home to receive your order, however we recommend you are.
Can I place an order to ship to multiple addresses?
At this time, you will need to place a separate order for each address you are shipping to. For orders shipping to 10 or more addresses, please email firstname.lastname@example.org and we will be able to assist you!
What if I submit the wrong shipping address?
If you submit the wrong shipping address, please email email@example.com as soon as you notice. If you let us know at least two days prior to your order's arrival date this is an easy fix. If your order has already been shipped, your shipment may be delayed until the following day, with the option to pick up at UPS to receive your shipment on its originally intended date.
What if I submit the wrong billing address?
Unfortunately, we can't make any edits to the billing address after payment has been processed. If you received an order confirmation email, your payment went through successfully with no issues. We will not use your billing address for any further purposes. As long as your shipping address is correct, we are all set!
What is your return and refund policy?
If you have any issues or feedback on the products you received, please email firstname.lastname@example.org. Due to the perishable nature of our products, we cannot accept returned product but can ship replacement product or issue a refund if there are any issues with your product.
PRODUCTS & PREPARATION
After I receive my delivery how quickly do I need to consume my seafood?
When you receive your seafood delivery, remove from outer shipping box and place frozen seafood products in freezer and fresh seafood products in the fridge. Our lobster and mac and cheese products may be kept frozen for up to 18 months from the pack date that is indicated on the label, and our soups may be kept frozen for up to 12 months from the indicated pack date. Keep frozen products frozen until you are ready to use, and thaw under refrigeration when you are ready to use.
Lobster Tails: consume within 2 days once thawed.
Lobster Meat: for best quality, consume within 6 days once thawed. However, lobster meat is safe to eat within 10 days refrigerated.
Lobster Mac & Cheese: consume within 6 days once thawed.
Lobster Bisque: consume within 2 weeks once thawed.
Fresh Lobster Meat: For best quality, consume within 6 days from Pack Date. However, lobster meat is safe to eat within 10 days refrigerated of Pack Date.
Fresh Oysters: keep refrigerated and consume within 3 days.
How do I thaw frozen items?
Frozen items should be thawed in a refrigerator overnight, and should take approximately 16-24 hours depending on your fridge. *Consuming raw or undercooked meats, poultry, seafood, shellfish, or eggs may increase your risk of food borne illness*
What should I make with my seafood?
There are endless possibilities! Visit our recipe page for some ideas from us, and be sure to tag us in your posts (@LukesLobster) and use #LukesAtHome.
How should I store my live lobster before I cook it?
Refrigerate live lobsters upon receipt. You can either put your package directly into your fridge if space allows, or remove lobsters from package and transfer to a lidded pot that is placed in your fridge.
How soon should I cook my live lobster after receiving it?
When you receive your live lobster, you should refrigerate them immediately, and ideally cook the same day, but within 24 hours max. Check out our instructional video for How to Steam a Lobster.
ABOUT LUKE'S LOBSTER
Do you offer a corporate gift program?
Yes! Please email email@example.com with the item, number of recipients, and date of your occasion and our team will be glad to help organize corporate gifts for you.
Where are you located?
While we have restaurants all over the United States and in Asia, our online market orders ship directly from Maine. Our live lobster orders ship from Portland Pier, next door to our flagship restaurant. All other products ship from our seafood processing facility in Saco, ME.
I heard that Luke's is a B-Corp, what does that mean and how does it translate to your online market?
Luke's became a certified Benefit Corporation in 2017, which helped to validate what we had already been doing: using our business to solve social and environmental issues, and putting our people first. In order to receive and maintain our B-Corp status, we must meet extensive and transparent performance standards for environmental and social responsibility. Throughout our restaurants, our production facility, and now our e-commerce business, we continue to place sustainability, transparency, social responsibility, and taking care of our people as our core values. Learn more about our B-Corp status here.
When did Luke's start shipping direct?
We launched our online market in March 2020 as a response to the pandemic, to allow us to continue buying from and supporting our local fishermen.