Hancock Gourmet Lobster Co.
Address
176 1st Flight Drive
Auburn, ME 04210
Phone
866.266.1700
Hours of Operation
Monday - Friday,
8:00am - 4:00 pm EST
Shipping information
Our Customer Service and Shipping departments work together closely in order to deliver our products to you. We have provided the following information to help answer some frequently-asked shipping questions.
For other questions or inquiries, please contact our office by phone 866-266-1700 or by email at solutions@hancockgourmetlobster.com
Shipping Options
All food packages are shipped via UPS. All orders are shipped "shipper release", which means UPS will leave the package without the recipient's signature. If you are unsure of your recipient's plans, we recommend sending a gift certificate. We ship using extra thick recyclable foam containers and sufficient coolant to assure the product arrives in good condition. Fresh items (shipped with gel packs) will be well chilled, frozen items (shipped with gel packs) will be either frozen or cool to the touch.
Shipping Rates:
2-Day Express: $26.95
Overnight: $49.95
Priority Overnight: $59.95
We are not able to ship to Puerto Rico.
Saturday Delivery -- Items arrive on a Saturday to most city and suburban areas*
Why Can't I Choose Standard Shipping?
Your shipping options depend on which day of the week you select as your arrival date. We typically ship Standard Delivery Monday-Wednesday.
We may shut this service off to areas that are experiencing extreme temps which would prevent our products from arriving in good condition.
Standard Delivery (1-3 days) is available for packages shipping Monday through Wednesday.
Overnight Next Day and Overnight a.m. delivery Express are available for packages shipping Monday through Thursday.
Saturday Delivery is available for packages shipping Friday.
Please note that for a package to ship the same day it is ordered, the order must be placed before 10:30 AM EST.
*This service is not available in all areas. Prior to placing your order, you may want to confirm that UPS will provide this service to your area by calling our Customer Care Team, or by calling UPS directly at 1 (800) 742-5877.
*Shipping charges are based on the original product cost and will be reflected on the Confirmation page during promotional periods requiring a promotional code.
Shipping Guidelines
Perishable items cannot be delivered on Sunday or Monday, nor on holidays recognized by UPS (New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving and Christmas). We deliver to all 50 U.S. states but are unable to deliver to PO boxes, FPOs or APOs.
We live and work on the coast of Maine. Winter months are very exciting here and we will have an occasional "snow day" where UPS, despite its best efforts, cannot promise that our packages will be delivered on time. On those occasions, we will reschedule shipments as weather allows and will do our best to notify all affected. Call early to place a Christmas week order, as this and other major holidays, as well as weather conditions, may change delivery availability.
Shipping Date
While placing your order, you will be asked for your requested arrival date and the resulting shipping methods will be offered. We will make every effort to ship your product so they will arrive on the requested date. If that is not possible, we will contact you with your revised shipping date. During holidays or weather events, your order may be processed early to ensure delivery.
Order Confirmation
Shortly after placing your order, you will receive an email confirmation from service@hancockgourmetlobster.com. This email will contain your name and billing address, the shipping address, the items ordered and your requested shipping date and shipping method. Please review this email carefully and let us know if there is anything that doesn't look correct by emailing or calling our Customer Care Team at 866-266-1700.
Tracking Numbers
When your order ships, our shipping system will generate an email to you which will contain your UPS tracking number. This email is sent shortly after your package leaves our loading dock, but the actual tracking number is not scanned by UPS until several hours later. The tracking number will be available for tracking at approximately 8:00 p.m. EST on the date of shipment. If you need help tracking your package, please call our Customer Care Team at 866-266-1700.
**** Hancock Gourmet Lobster Co. (Goldbelly) is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans or inaccurate/incomplete shipping information, and we do not require a signature for the release of any shipment. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control.
Gift Certificates
Plastic gift cards are available and are mailed via first class mail. Electronic gift certificates are also available here and are emailed when your order is placed.
Package Delivery & Shipping
All food packages are shipped via UPS. All orders are shipped "shipper release", which means UPS will leave the package without the recipient's signature. If you are unsure of your recipient's plans, we recommend sending a gift certificate. If you plan to be away for the day of delivery, and if you live in an area of high temperatures, please arrange for someone to pick up the package and put it in a freezer until you return home. Partially-thawed products are still usable/edible.
Please be advised that we cannot be responsible for refunds or replacements of orders with incomplete or invalid addresses, or gifts sent to recipients who are not available to accept packages in a timely manner.
RETURNS
We do not accept returns. In the unlikely event you are unhappy with your products, please call our Customer Care Team at 866-266-1700.