Shipping, Terms & Conditions
All orders are dispatched from Los Angeles either via FEDEX nationwide (lower 48) or local delivery for the majority of LA & OC residents.
FREE DELIVERY TO LA & OC RESIDENTS
For the majority of LA and OC customers, we offer free delivery based on the following schedule:
Monday: Los Angeles, Hollywood, Beverly Hills, Santa Monica and surrounding
Tuesday: East Los Angeles, Monterey Park, Orange County and surrounding
Wednesday: Los Angeles, Hollywood, Redondo Beach, Palos Verdes Estates and surrounding
Thursday: Los Angeles, Hollywood, Sherman Oaks, Calabasas, Thousand Oaks and surrounding
Friday: Los Angeles, Hollywood, Beverly Hills, Santa Monica and surrounding
*No deliveries made Christmas day (12/25/20) or New Years Day (1/1/21).
Deliveries received by 12/23 will go out on Thursday 12/24 if in areas on either the Thursday or Friday schedule
Deliveries received by 12/30 will go out on Thursday 12/31 if in areas on either the Thursday or Friday schedule
Overnight Priority Shipping:
Items which are required to be frozen or refrigerated must be sent via Overnight Priority and will be sent the following day after the order is received.
Due to difficulties with FedEx due to the current pandemic, we have decided to not send frozen items from Thursday to Sunday - to account for any delays. We will also pack for 2 day shipping, should there be a delay. During this time, orders via FedEx Overnight Priority are sent from Monday to Wednesday each week, to arrive next day (Tuesday to Friday).
- Orders received Wednesday after 10am PDT time will be sent on Monday the following week
*We will not send orders on 12/23 due to delays running into the Christmas period. Orders received after 12pm on 12/22 will be sent on Monday December 28th.
Items which do not require refrigeration can be sent via FedEx Ground shipping. Items will be sent the day after the order is received Monday through Friday. Shipping times are 1-2 days in California and 4-5 days nationwide.
Fedex Shipping Prices:
- FedEx Overnight Priority - rates are calculated by the shipment weight and box size required, along with the state the product is being shipped to.
- FedEx Ground - flat rate of $9.95 nationwide (lower 48) for any order size.
We are happy to provide customers with the option to have orders delivered on a specific date, as per our shipping schedule stated above. If you wish to place an order to arrive on a specific date, please email email@example.com quoting your order number and specifying the date you wish the order to be delivered. Please note: we cannot deliver on Monday for FedEx options.
Once we ship a package we will send you the Fedex tracking number that applies to your order. You can then track your package to know where it is exactly in transit the following day. We monitor every package to ensure it arrives to its intended destination and we will contact you immediately should there be any issues.
FREE PICK UP - MONDAY, WEDNESDAY & FRIDAY IN SANTA MONICA, CA
Please note: this option is only available to Los Angeles residents. Order for free pick up on Monday, Wednesday and Friday from 2pm to 8pm at Blueys Market & Cafe, 1814 Berkeley St, Santa Monica, CA 90404.
On the day your order is scheduled for pick up, head to the above address with your order number and identification. If someone else is picking the order up on your behalf please let us know by responding to your order confirmation email. In store go to the Terra Mare Prime “Pick Up” sign and quote your order number to any staff member.
Orders will be provided frozen, in foil with no ice packs.
It is the responsibility of the buyer to pick up all purchased items on the day of pick up as confirmed via email. Terra Mare Prime do not accept any responsibility for forgotten orders. To reschedule a pick up time, please contact Terra Mare Prime as soon as placing your order online.
Please note, we ship all parcels Authorized Release, meaning if no one is home, the parcels may be left by the carrier at your door, and only if the carrier feels it is safe to do so. Carriers sometimes leave packages behind bushes or at conspicuous locations to avoid theft. If at all possible, we recommend that you make arrangements to have someone home upon delivery or send to a business address which will be open. Packages that are not left at the door will be returned to the station for re-delivery the following day or available for pick up at the local Carrier station. Please note, we do not guarantee products after the first day, once a product has been attempted for delivery.
Acts of God/Weather Delays
Weather delays can be unexpected, and can result in the delay of your package. In the event that this should happen, we will immediately notify you on the status of your shipment. In some cases we may know of a weather delay just before we are about to ship your package. In this event happens, we will call you to discuss a potential rescheduling of your product to a later date.
Please note that neither Terra Mare Prime nor our shipping partner, FedEx will be held responsible for delays resulting in “Acts of God”. This is stated in their shipping policies and therefore is also our policy. We will however do everything we can to get your package delivered in a timely manner and with a view to minimize the chance of loss.
We are unable to ship to APO/FPO, P.O. Box’s, Rural Routes & destinations outside the U.S.A. If you are unsure if your address can be shipped, please contact us prior to placing your order or obtain an alternate address that is a physical business or residential location.
Please ensure you enter in the proper address for us to ship your packages. Incorrect addresses can also cause delays and additional cost to correct/ reroute. We will not be held responsible for the spoilage or reimbursement of shipping charges and address correction fees should this occur. Please keep in mind incorrect addresses can take an additional day to be re-routed and re-delivered.
Returns & Credits
The only time we issue credits is when a customer receives a parcel late and the lobsters are not alive upon delivery and you had notified us within 3 hours of receiving your parcel, by talking to someone live or leaving us a voice message. We reserve the right to request that the parcel delivered is shipped back to us for inspection. We will then issue you a credit or refund on the portion of product that was not delivered in good order.
If you are not fully satisfied with your order, please call us and speak to a customer service representative. We reserve the right to conduct an investigation into claims that are potentially fraudulent. Please do not discard any packaging or product until you are completely satisfied with the product. On occasion, Terra Mare Prime may deem it necessary to have the package and contents returned to us for inspection. All claims must be made on day of delivery by calling (310) 344 4707. No claims will be honored if not made on day of delivery.
Safe Consumption of Products
Frozen items: Consume within 5 days of defrosting and immediately after breaking the vacuum-sealed bag.
Beef fresh items: can be refridgerated in the bag for up to 30 days, consume or freeze within 5 days of breaking the vaccum sealed bag and keep refrigerated.
Pricing for weighted items
Some items, which vary in net weight, will be charged on a per weight basis, with the following order process:
- A hold on the credit will be placed for the maximum amount of the weight range shown.
- The product will be weighed during the packing process.
- The correct weight of the product will be applied to the order and the final order total updated.
- The credit card purchase will be completed, with the amount adjusted to the order total with correct weights.
- The final order total will not exceed the amount held on the card prior to order fulfillment.