Pauli's North End Boston

Refund & Reshipment Policy

Please note that all sales are final due to the fact that this is a perishable food item that cannot be returned. Refund and reshipment considerations will only be given to orders that are damaged or delayed 24 hours or more after the scheduled delivery date. Damaged items need to be photographically documented and are subject to review and approval.

Address Restrictions & Considerations

Please note that we are unable to deliver to a P.O. box. Please double check your home address and zip code upon ordering as address changes cannot and will not be made once your kit is in queue to be shipped. For those living in gated communities or apartment buildings, please ensure that our delivery service (FEDEX) will have free and clear access to your residence in order to drop off the package. Refunds and reshipments will not be granted if FEDEX notes that were unable to deliver the package due to lack of access. We recommend that you check your emails for shipping and tracking updates so that you will be available to receive your package on the expected day during the estimated time frame.

Packages Delivered, Not Received

As the shipper, we are only responsible for the package until Federal Express confirms that it arrives, as promised, on time, to the customer’s address on file. If there is a circumstance where a customer claims that they did not receive their package, however, Federal Express tracking confirms that the package was delivered on time to the correct address, we cannot provide a reshipment or full refund as FEDEX stands by their tracking information and will not honor any such claims. We also remind customers to check with neighbors and double check all outdoor areas, as sometimes FEDEX hides packages from the street due to porch piracy.

Lobster Meat: What you need to know

Please be advised that the lobster meat you will receive is sourced from the Northern Atlantic Ocean off the coast of Northern Maine and/or Southern Canada. The lobster meat is fresh caught knuckle and claw that is poached (cooked) and immediately frozen to ensure freshness. The lobster meat ships frozen in an insulated case with a gel ice pack.  While in transit, it is normal and expected for the gel ice pack to melt and for the lobster meat to partially or fully thaw. As long as the lobster kit arrives the day after it ships (FEDEX priority overnight delivery), within the expected 24-hour time frame, we stand by our policy that the lobster meat is fresh and ready to be prepared. There will be no refunds or reshipments for lobster meat and gel packs that arrive partially or fully thawed within the expected time frame. Please note that the lobster meat needs to be fully thawed in order to be properly prepared and a preparation card is provided with instructions on how to make your lobster rolls the Pauli’s way. Lobster meat should be refrigerated upon arrival and can be refrigerated up to three days or frozen for up to 30 days.

Lobster Roll Kit: What It Includes

• 2 lbs. of poached (pre-cooked) lobster meat  (ships frozen)
• 8 New England-style rolls
• 8 lobster roll sleeves
• 1 fresh lemon
• 1 mini jar of mayonnaise (the amount provided is the exact amount that should be used to prepare 8 lobster rolls the classic Pauli’s way)
• 1 preparation card

Each kit includes a preparation card to easily and perfectly prepare your lobster rolls the classic, cold Pauli’s way. Below is a recap of the preparation instructions that will be included in your kit.

Preparation:

• Please note that lobster meat needs to be fully thawed before preparing.
• Remove pre-cooked lobster meat from packaging and empty contents into a strainer, making sure there is a bowl underneath to catch the lobster stock. Save the stock and set aside.
• Put strained lobster meat into a large bowl. (Sort through the meat to remove any shell or cartilage). Lobster meat may be cut into smaller chunks if desired.
• Cut lemon in half and squeeze one half of the lemon into the strained lobster meat (remove any seeds).
• Add jar of mayo provided and mix with lobster meat until well coated.
• Mix 1/8 cup of reserved lobster stock into the lobster meat. Set your finished lobster salad aside.
• Lightly butter each bun on each side and grill in a pan on low heat until golden brown on each side.
• Stuff each roll with your lobster salad mixture, serve each lobster roll in a sleeve and enjoy!

*Please note that our pre-cooked lobster meat can be refrigerated for up to three days or frozen up to 30 days.

Here are some frequently asked questions about our Lobster Roll Kits.

Where is the lobster meat from?

The lobster meat you will receive is sourced from the Northern Atlantic Ocean off the coast of Northern Maine and/or Southern Canada.

Is the lobster meat fresh or frozen?

The lobster meat is fresh caught knuckle and claw that is poached (cooked) and immediately frozen to ensure freshness. The lobster meat ships frozen in an insulated case with a gel ice pack.

Is the lobster meat raw or pre-cooked?

The lobster meat is pre-cooked/poached and ready to be prepared.

Does my lobster meat and ice pack need to arrive frozen to be safe to eat?

No it does not need to arrive frozen to be safe to eat. The lobster meat ships frozen in an insulated case with a gel ice pack.  While in transit, it is normal and expected for the gel ice pack to melt and for the lobster meat to partially or fully thaw. As long as the lobster kit arrives the day after it ships (FEDEX priority overnight delivery), within the expected 24-hour time frame, we stand by our policy that the lobster meat is safe to eat and ready to be prepared. There will be no refunds or reshipments for lobster meat and gel packs that arrive partially or fully thawed within the expected time frame.

Does the lobster meat need to be fully thawed to be prepared?

Yes.

Does the lobster meat need to be refrigerated?

We recommend refrigerating the lobster meat upon arrival.

How should I prepare the lobster meat?

A preparation card is provided in your kit with instructions on how to make your lobster rolls the classic, cold Pauli’s way, just as we do in the restaurant.

How long can I refrigerate or freeze the lobster meat?

Lobster meat should be refrigerated upon arrival and can be refrigerated up to three days or frozen for up to 30 days.

What kind of rolls do you provide?

Traditional New England lobster rolls are served on hot dog rolls. We provide 8 split top New England-style hot dog rolls.

Are the rolls gluten-free?

No.

What kind of mayonnaise do you provide?

We provide one jar of mini Hellmann’s or mini Heinz mayonnaise. Please refer to the ingredient list on the jar or online for allergen information.*Brands may be substituted based on availability.

Why is the  mayonnaise jar provided so small?

The amount provided is the amount that should be used to prepare 8 lobster rolls the classic, Pauli’s way, as we do not “overdress” our lobster meat with a lot of mayonnaise.

Is the fresh lemon organic?

No.