FAQs

Is there a restaurant to visit?

Though Cal's family still runs the restaurant she grew up in, we do not have a Hancock Gourmet Lobster Co. restaurant. All of our food is made in our facility and frozen. It can then be shipped or picked up from that same location in Topsham, Maine.



When will I receive my order?

When selecting a date, please enter the day that you wish the ORDER TO SHIP, not arrive. This means that if an order is selected to ship Monday with overnight shipping, it will arrive on Tuesday. If the order was selected to ship Monday with standard shipping it would arrive on Wednesday.



What time will my order arrive?

All orders are shipped with UPS. UPS controls their own daily schedule so the arrival time is undefined. If you need it before noon, the ship method - OVERNIGHT AM is available. This will ensure your order arrives before 12:00 pm. Though this service is not available in all areas. If you are unsure of your availability, please call.



Did my order submit?

An email confirmation is sent after every order. If you did not receive an email, the order did not process. You must submit the order to reach a "Thank You" page to finalize all orders. Please call if you submitted the order and don't have an email confirmation.



My order is being reviewed as a fraud.

To protect our customers we have a very sensitive security setting during check out. If your card is reviewed for fraud, it may be a simple address or billing information error. Check all of the billing information fields to ensure they are correct and complete.



Will my gift recipient be notified of their order?

We do not notify gift recipients of any pending shipments. We recommend you let them know UPS will be delivering a package. They do not need to be home, it will be left at their door or a safe location on their property. If you are unsure of their plans or rather not have the order sit outside, a gift certificate can be purchased.



Why does my order still show pending when I track it from my account?

We do not upload tracking information onto our site from UPS, but directly email it to you once UPS has any information available. You may call our customer service office to track your package at 866-266-1700.



Why did I not get my tracking information?

Our UPS tracking information email is sent from our shipping department directly and may be blocked by SPAM filters or junk boxes. If you would like another copy emailed to you, we are happy to resend. To request an order confirmation, please call our customer service line at 866-266-1700.