Hancock Gourmet Lobster Co.
46 Park Dr,
Topsham, ME 04086
Hours of Operation:
Monday - Friday,
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.
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 dry ice and/or gel packs) will be either frozen or cool to the touch. It is expected that all of the dry ice will have evaporated during transit.
We are not able to ship to Puerto Rico.
U.S Mail Delivery - Available for Gift Cards ONLY. There is no charge for sending Gift Cards. They are sent via the US Postal Services and should be received in 5-7 business days.
Standard Delivery -- Items arrive within 3 days of your selected ship date. Delivery times vary based on area, but packages are typically delivered by 8:00 p.m. to residences and 5:00 p.m. to businesses. Can be later.
Overnight Next Day -- Items arrive the day after the order has shipped. Delivery times vary based on area, but packages are typically delivered by 8:00 p.m. to residences and 5:00 p.m. to businesses. Can be later.
Overnight a.m. delivery Express -- Items arrive by 10:30 a.m. the day after the order has shipped to most city and suburban areas and 4:30 p.m. or earlier to remote areas including Alaska and Hawaii.*
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 ship 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 866-266-1700.
|Order Total:||Standard Delivery:||Overnight Next Day:||Overnight a.m. delivery Express|
|Up to $174.99||$21.95||$50.95||$67.95|
|$250+||$21.95||$50.95||18% of order + $35.00|
|Alaska and Hawaii require Overnight delivery and incur an additional charge of $35.|
|Saturday delivery incurs an additional charge of $15.|
*Shipping charges are based on the original product cost and will be reflected on the Confirmation page during promotional periods requiring a promotional code.
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.
While placing your order, you will be asked for your requested shipping date and shipping method. We will make every effort to ship your product on that 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.
Shortly after placing your order, you will receive an email confirmation from email@example.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.
When your order ships, our shipping system will generate an email to you which will contain your UPS tracking number. This email will also come from firstname.lastname@example.org. 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.
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.
Please see this link for a description of our product packaging. Click HERE
For additional recycling information, click HERE.
Our lobsters leave the cold waters of Casco Bay for the first time on the day of shipment to you, so they should arrive in fine shape, although a bit groggy from the trip.
All live lobsters must be shipped overnight and should be cooked on the day of arrival. Full instructions for handling and cooking live lobsters will be enclosed with your package. Please note that we are unable to ship live Maine lobsters to Alaska and Hawaii.
All of our packages are shipped "shipper release". This means UPS will leave the package without requiring a signature. 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.
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.