Last Updated: March 24, 2021

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