Terms & Conditions
We ship Monday through Fridays via Fedex to all 48 states and Alaska and Hawaii. Orders placed BEFORE 12:00 PM PST will be shipped out the same day (“Overnight”). Note: We do not offer “Live” Southern Rocklobsters to Alaska or Hawaii due to longer transit times. Orders placed AFTER 12:00 PM PST will be processed and shipped out the following day.
There is no cancellation allowable for overnight deliveries. For advanced orders, 48 hours’ notice (from 12pm PST cut-off) must be given for cancellations to be approved. There will be a 10% of total bill cancellation fee for cancellations less than 48 hours before scheduled delivery.
The prices for shipping will be listed upon check-out.
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.
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.
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. 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.
Delivery Stipulations (Lobster)
Your package(s) will arrive in either a frozen or chilled state. Packages containing Live Clean and Green Australian Southern Rock Lobster are guaranteed to arrive alive. If upon inspection one of the lobsters seems listless or lethargic, in general the lobster is still healthy and it is all right to prepare. If you are unsure whether your lobsters are alive upon arrival, we ask that you call us immediately on (323) 420 9949 during business hours (PST), and a customer service representative will assist you. If out of business hours please send an email to firstname.lastname@example.org
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 (323) 420 9949. No claims will be honored if not made on day of delivery.