Refund policy

Refund Policy

At Ocean Lobster Inc., customer satisfaction and product quality are our highest priorities. Due to the perishable nature of our seafood products, we have established the following Refund Policy to ensure a clear and transparent process for our customers.

Refund Eligibility

Customers have up to 30 days from the date of delivery to report any issues related to their order.

To be eligible for a refund review, customers must contact our Customer Service team and provide:

The order number.
A detailed description of the issue.
Clear photographs of the product in the exact condition in which it was received.
Photographs of the shipping box, packaging materials, gel packs, and any insulation used in the shipment.

Refund requests submitted without photographic evidence may not be eligible for review.

To initiate a refund request, please contact us at:

Email: customerservice@oceanlobsterinc.net

Damaged Products or Delivery Issues

Please inspect your order immediately upon delivery.

The product arrives warm or above safe refrigeration temperatures.
The gel packs arrive completely melted or damaged.
The packaging shows visible damage.
You receive the wrong product.
The contents of the shipment have been damaged during transit.

Prompt notification allows us to investigate the issue with the carrier and process your request more efficiently.

Live Products

Live products require special handling and transportation conditions.

Due to the delicate nature of live seafood and the many variables that may affect their condition during shipping and delivery, any issue involving live products will be reviewed individually by our Customer Service team.

If you experience any issues with a live product shipment, please contact us as soon as possible and provide:

Your order number.
Clear photographs of the product and packaging at the time of delivery.
Photographs of the shipping box, insulation materials, and refrigerant packs used during shipping.
A detailed description of the issue.

Our team will review each case individually and determine the most appropriate resolution based on the specific circumstances of the shipment and the condition of the product upon arrival.

For assistance regarding live products, please contact our Customer Service team at:

Email: customerservice@oceanlobsterinc.net

Non-Refundable Situations

While we carefully package every order using insulated containers and refrigerant packs to preserve product quality during transit, certain situations are beyond our control and are therefore not eligible for refunds, including:

Shipping delays caused by weather conditions.
Delivery interruptions or delays caused by the carrier.
Delays resulting from force majeure events.
Incorrect shipping information provided by the customer.
Failed delivery attempts due to recipient unavailability.
Orders marked as delivered by the carrier but left unattended.
Damage resulting from improper storage after delivery.

Additionally, we do not accept returns or issue refunds for:

Sale or promotional items.
Gift cards.
Products that were not properly refrigerated after delivery.
Perishable products that have been partially or fully consumed after delivery.

Approved Refunds

Once we receive and review your request, we will notify you whether your refund has been approved or denied.

If approved, your refund will be processed automatically to the original payment method used during purchase within approximately 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved and processed, please contact your financial institution for additional information.

Contact Information

For questions regarding refunds, damaged products, live products, or any issues related to your order, please contact us at:

Ocean Lobster Inc.
Email: customerservice@oceanlobsterinc.net