1. Report the issue the day your order arrives.
Claims must be submitted on the day of delivery, no later than midnight. This is the one rule we can't bend — it's what lets us sort things out with FedEx and, if needed, get a replacement moving.
Damaged & Missing Items Claim Form
Something wrong with your delivery?
Fill in the fields below and attach your photos. Your order number is on your confirmation email and on the packing slip in the box. Please follow the instructions below the form to make sure your claim is processed accurately.
How to Submit an Effective Claim
Overnight seafood is a fast trip in a cold box, and most of the time it lands exactly as it should. When it doesn't, we want to know the same day. These tips will help us process your claim accurately and quickly.
2. Take clear photos of the box, packaging and products in it.
We recommend putting the lobster(s) on its back on top of the box, on the side where the label is showing.
Clear, well-lit photos are what move a claim along. Take as many as you can of:
- The outside of the shipping box, including the FedEx label
- The inside of the box as you opened it — liner, gel packs, packing paper
- The product itself, including anything damaged, leaking, or missing
- The packing slip
Phone photos are fine. Take them before you move anything, if you can.
3. Keep the box and the packaging.
Don't throw anything away until you hear from us. Carrier claims depend on it.
4. Get the lobsters in the fridge.
If the order is usable, refrigerate it while you fill this out. Live lobsters will hold for up to 24 hours in the fridge as long as they're alive.
If the lobsters are dead, please make sure you've followed the photo instructions properly before disposal.
