Refund and Credit Policy

To check on our quality read customer reviews from the Better Business Bureau on our Home Page link. The BBB reviews are highly reliable and are all verified for authenticity by BBB. Our last request from a customer for a credit or refund for loss of product or quality issues was several years ago. We know how to pack having over 32 years experience shipping on Federal Express.

GUARANTEE POLICY & REFUND INFORMATION: We guarantee our lobsters to be in prime, live condition upon delivery for Priority over night service. Frozen products are guaranteed to arrive in good condition using Priority or Standard Delivery. Any defects must be reported to our office on the day of delivery, We suggest that the lobsters are inspected upon arrival. If there is any damage to the outside carton, please notify our office immediately. Also notify Federal Express (800) 238-5355 or UPS (800) 742-5877 immediately. No claims allowed unless made on the day of delivery. Initiate a claim process by notifying our office @800-872-1578 or email:

Our office will request return of items for refunds. Do not dispose of any claimed items or the box until notified by our office if a credit is requested. Disposal of items voids guarantee. Place items in the freezer. Take pictures to help with the credit process.

If a refund is requested We will have our delivery agents pick up the questionable product. No credits or refunds are allowed with out following this claim process. Federal Express or UPS will pick up the carton for return on the first viable pick up day.
Federal Express, UPS and the New England Provisions takes no responsibility for weather delays or customer errors in delivery address.

The Guarantee for live delivery does not apply for Standard Delivery, Second Day Delivery and Extended Delivery Zones (out of the way remote sites) as designated by UPS and FedEx. No guarantee of delivery is available for declared hazardous weather alerts by UPS or FedEx (snow, hail, thumder storms etc. that delay delivery).

Christmas week delayed orders are not covered by any guarantee from FedEx & UPS; so order early. We can not take liability for missing shipments after delivery for “No Signature Deliveries”. These rules are a standard throughout the industry.

We have excellent results with both frozen and live lobster delivery. Our guaranteee live lobster arrival policy during periods of very high temperatures is in effect only for Priority One Shipping arriving before 12 PM. We have not had a problem shipping live lobster with lower priced Standard Delivery in cooler weather. Frozen lobsters can be safely shipped using 2nd Day Delivery in cooler weather and will arrive under 32 degrees temperature. Some slight thawing may occur. When in doubt before ordering call our office for advice..

Notice: Live lobsters are very susceptible to temperatures below 40 degrees. This is below their winter hibernation temperature. When exposed to the very cold gelpacks -20 degrees the lobsters next to the gel packs often go into hibernation state. They will awake if carefully warmed to 42 degrees. The common temperature set point for home refrigerators is below this hibernation point. The lobsters will also slow down in the refrigerator. When in doubt as long as the lobster was cold upon arrival cook them and see if their tails curl which means they are good and safe to be eaten. When severe cold in the winter is below freezing we can not guarantee that the lobsters will be wide awake.

It is important to note that 2nd day delivery is only available for delivery on Wednesday shipping Monday, Thursday shipping Tuesday and Friday shipping Wednesday. It is not available for Monday, Tuesday or Saturday delivery.

New England Provisions Refund Policy Agreement