REFUND & SHIPPING POLICY
CML ONLINE SHOP LLC's Refund & Shipping Policy - Perishable Seafood & Food Shipments
Here at CML Online Shop, LLC ("CML"), an affiliate of Cousins Maine Lobster, we are invested in getting your seafood order to you in a fast, and secure manner, so you and your family can enjoy the same delicious Maine seafood that has bonded our family for generations.
We ship all our perishable seafood and food orders through UPS Next Day Air service, in which your order will dispatch one day before the intended delivery date. Please note, that while most orders will deliver on the chosen delivery day by midday, in some areas and during some holidays with high shipping volumes, orders can deliver into the evening hours, sometimes as late as 10pm. Unfortunately, we cannot guarantee an exact time that your order will be delivered on your chosen delivery date. Please note, that due to overnight service, delivery days are limited to Tuesdays through Saturdays. In some areas, Saturday delivery may be unavailable, in which case the delivery date calendar on our checkout page will let you know that date cannot be chosen.
We offer free shipping for all orders $300 and over. All orders under $200 will ship with an added $35 shipping charge, and orders $200-299.99 will ship with an added $19.99 shipping charge that you will see reflected in your order at checkout. Orders scheduled for a Saturday delivery (where available) will incur an additional $10 shipping charge, which will be reflected at checkout.
We ship a variety of shelf-stable, live and frozen products. At times, for optimal handling, we will pack your order in two separate shipments. If this is the case with your order, you will receive two tracking numbers when your order is packed and dispatched. Though not common, in certain situations, these shipments could deliver a few hours apart. Please refer to your provided tracking numbers to stay up to date on the progress of your shipment.
Due to the perishable nature of our shipments, all orders are shipped labeled with “shipper release” which gives UPS the ability to leave your package if you are not home at the time of delivery. Please note, you are responsible for being available to receive your order on the day of delivery, or making the recipient aware of the incoming shipment so that they are able to receive it in a timely manner. CML is not responsible for any stolen packages that have been delivered with UPS Proof of Delivery, or packages that may not be noticed by a recipient the same day the package was delivered.
E-Gift Cards will be delivered electronically, via e-mail, and will contain a unique gift card code for use on our website, www.cousinsmainelobster.com/shop. E-Gift Cards are not valid for redemption at Cousins Maine Lobster Truck or Restaurant Locations or at any Cousins Maine Lobster franchises.
CML ONLINE SHOP LLC's Refund & Shipping Policy - Apparel & Softgoods Shipments
Apparel items are shipped via USPS Ground at a flat rate shipping charge of $9.99. Please note that if your order contains perishable seafood and food items, along with apparel, these items will be dispatched separately, and incur their own individual shipping rates as described in this policy, which will also be reflected at checkout.
Apparel orders are dispatched on Tuesdays, Wednesdays, and Thursdays, excluding holidays, and your apparel items will be dispatched on the next closest Tuesday, Wednesday or Thursday from the date your order was placed. Please note that apparel will ship within the timelines stated above, and cannot be scheduled to arrive on a certain date like perishable seafood and food items can be scheduled.
Please note that USPS Ground delivery does not require signature upon delivery, and CML is not liable for any lost, stolen or damaged goods for orders that USPS has confirmed as delivered.
For apparel item orders, you will receive a USPS tracking number. Please refer to your provided tracking numbers to stay up to date on the progress of your shipment.
Return and Refund Policy - Seafood & Food Shipments
If you have any issues or feedback regarding your order, please email orders@cousinsmainelobster.com and we will be happy to work with you and assist with your concerns in a timely fashion.
For seafood and food orders, we guarantee your order will deliver on your chosen delivery date so long as the provided delivery address is deliverable and entered correctly. If you need to update a delivery address, please reach out to us ASAP. Once an order is dispatched via Next Day Air, requested address changes may result in your package being held or delayed an extra day. In these scenarios, we will be happy to work with you and advise on the best course of action.
Live lobsters are guaranteed to arrive alive at the time of delivery, and should be cooked the same day. Though at times live lobsters are hearty enough to last overnight to the following day, we cannot guarantee this, and the customer assumes the risk associated with this action. If you receive any expired shipped lobsters upon delivery, please email orders@cousinsmainelobster.com with photos shortly after delivery so that we may assist.
For any confirmed missing or expired perishable seafood or food items, CML will offer either refunds or re-shipments (at its election) of the affected product. For affected items that are part of Family Meals & bundled products, refunds will be calculated off the pro-rated pricing reflecting the savings allotted through the purchase of the bundled product. CML reserves the right to refund versus re-ship.
Because of the perishable nature of our seafood and food products we do not accept returns or issue refunds for product that is returned to sender.
CML is committed to providing you and your family a delicious Maine seafood experience that reflects the care, attention to detail, and hard work that the entire Maine Lobster industry displays in cultivating an outstanding product in the Maine lobster that we provide. Thank you for experiencing our Maine.
Apparel Return and Refund Policy - Apparel & Softgoods Shipments
Eligibility
You can request an apparel item return for refund or exchange within 30 days of your delivery date.
Item Condition Requirements
All returned apparel items must be new, unworn, unwashed, and completely clean, and must be free from deodorant marks, lint, pet hair, odors, makeup or self-tanner stains, or any other signs of wear.
All returns are refunded once your return arrives at our dispatch location, and the quality of said item has been assessed and approved. Once approved, note that it can take up to 14 business days until your refund processes to your account, depending on your bank.
When a refund or exchange of an apparel item is requested, we will generate and send you a return label for you to use to process your return shipment. Once your return label is generated, you have 7 days to ship your item back to us. We encourage you to use the original mailing bag if you still have it, but if not, a similar poly mailer is fine. Items that do not meet these requirements will not be accepted and will not be returned to the sender.
How to Start a Return or Exchange
If you have any issues or feedback regarding your apparel order, please email orders@cousinsmainelobster.com and we will be happy to work with you and assist with your concerns in a timely fashion.
Exchange Process & Timeline
If you request an apparel item exchange, your new item will be shipped to you once we receive your return shipment and it has been inspected and approved. One exchange per apparel order is allowed. Refunds for apparel returns will be issued once the return has been processed by our team and passes inspection (10-20 business days). Your exchange item will be shipped to you once all steps have been completed as long as your desired exchange item is in stock. In the event your exchange item is no longer in stock, we will reach out to you with an expected timeline as to when the desired item will be restocked.