For any questions not answered below, shoot us an email at firstname.lastname@example.org
LUKE'S ONLINE MARKET:
SHIPPING & PAYMENT
A NOTE ABOUT SHIPPING: Due to heightened delivery volume and unexpected weather delays, we recommend placing your order for delivery at least 2-3 days before your occasion to ensure an on-time arrival. Please note, frozen items will need to thaw upon arrival.
We ship overnight using UPS carbon neutral shipping to ensure your seafood arrives 1 day after shipping. We offer FREE SHIPPING on all orders, with no extra charge for Saturday delivery. Apparel orders will be shipped via UPS ground. All orders are shipped carbon neutral!
- FREE SHIPPING on all orders
- We ship overnight using UPS Carbon Neutral Shipping
Where can you ship?
We ship to all 50 states and Washington, DC at this time. Live lobsters cannot be shipped to Hawaii due to local regulations. Unfortunately, we are not able to ship to Puerto Rico or internationally at this time.
What is the Lobstah Loyalty Club?
The Lobstah Loyalty Club is our new rewards program for Luke's Online Market! Create an account on our site, and you'll earn points with every purchase made, as well as for actions like writing reviews, signing up for our newsletter, or following us on social media sites. Points can be redeemed for discounts on purchases in our Online Market and other perks! Reach out to email@example.com with any questions for us!
Can I select my delivery date for seafood orders?
Prior to checking out, you will be asked which day you'd like your order to be delivered. Please choose the day you'd like your order to arrive, and we will ship your order out the day prior using next-day shipping services. Unfortunately, we are not able to confirm the exact arrival date for apparel orders.
What date should I select for my order's arrival?
Keep in mind that the UPS delivery window extends until 9PM local time, so your order may arrive after dinnertime. Any frozen items will need to thaw 16-24 hours under refrigeration prior to use. For those reasons, we recommend an arrival date at least 2-3 days prior to when you plan to use our frozen items. For live lobster orders, we recommend selecting either the day prior or the day when you plan to cook them.
How do I track my order?
You'll receive tracking information for your order via email on the day your order ships (a day prior to the delivery date you select!) and you will be emailed when the order is delivered as well. You can use the UPS tracking link to opt into UPS text alerts as well!
What kind of shipping do you use?
We ship our sustainable seafood using UPS services that deliver your package the day after it ships out. Your package will arrive by end of day, but unfortunately we are not able to give a window of time in which is will arrive, so please plan accordingly.
Do you have an order minimum?
We do have a $40 order minimum.
Do you use carbon neutral shipping?
Yes! We started shipping Carbon Neutral in January 2022. We work with UPS to offset 100% of greenhouse gas emissions associated with our shipments by supporting environmental projects that reduce carbon and methane in our atmosphere. You can learn more about the program here.
What if I need to change my delivery day after I have ordered?
Please email firstname.lastname@example.org. If you get in touch with us before your delivery has left our fulfillment center, we will do our best to help you reschedule your delivery. Once your package has left our site, we can’t make any changes. If you contact UPS directly to alter your shipping schedule, the quality of your order may be compromised. Luke's Lobster is not responsible for packages with delivery modifications made directly through UPS.
Will I receive a confirmation of my order?
Yes, you will receive confirmation once your order has been submitted, as well as a confirmation with tracking information once your order ships out.
Do I have to be home for delivery?
You do not need to be home to receive your order, however we recommend you are.
Can I place an order to ship to multiple addresses?
At this time, you will need to place a separate order for each address you are shipping to. For orders shipping to 10 or more addresses, please email email@example.com and we will be able to assist you!
What if I submit the wrong shipping address?
Use the "Update Address" button located below your shipping address in your confirmation email to make any address edits. If you notice an error with your address after you've received a shipping notification, please email us at firstname.lastname@example.org immediately with your required updates and we will do our best to make corrections if your order has not left our facilities yet.
Once your package has left our site, we cannot make any changes to the address. If you contact UPS directly to alter your shipping address, the delivery date will be delayed and your order may be compromised. Luke's Lobster is not responsible for packages with delivery modifications made directly through UPS.
What if I submit the wrong billing address?
Unfortunately, we can't make any edits to the billing address after payment has been processed. If you received an order confirmation email, your payment went through successfully with no issues. We will not use your billing address for any further purposes. As long as your shipping address is correct, we are all set!
What is your return and refund policy?
If you have any issues or feedback on the products you received, please email email@example.com. Due to the perishable nature of our products, we cannot accept returned product but can ship replacement product or issue a refund if there are any issues with your product.
LUKE'S ONLINE MARKET:
PRODUCTS & PREPARATION
What do I do when my seafood arrives?
When you receive your seafood delivery, remove from outer shipping box and place frozen seafood products in freezer and live lobsters in the fridge. Keep frozen products frozen until you are ready to use, and thaw under refrigeration 1-2 days prior to use. We recommend cooking live lobsters within 24 hours of their arrival.
How quickly do I need to consume the frozen seafood once thawed? We recommend enjoying lobster meat and other cooked seafoods within 6 days of thawing. For raw seafood products, like lobster tails, we recommend consuming within 2 days of thawing. For all other products, check the specific product page for more details.
What if a live lobster arrives dead?
This happens very rarely, but please send us a photo of the lobster on it's back to firstname.lastname@example.org along with your order number and we will be able to assist you!
What if the freezer pack is leaking?
We use non-toxic, freezer gel packs for our live lobster orders! Occasionally, they do arrive leaking but as the gel is non-toxic (and only comes in contact with the non-edible shell) just rinse them off and they are still edible as long as the lobsters have arrived alive.
How do I thaw frozen items?
Frozen items should be thawed in a refrigerator overnight, and should take approximately 16-24 hours depending on your fridge.
Do you have gluten-free buns available for shipping?
Yes! We can include a 4-pack of gluten-free buns with your Luke's Online Market order for an additional $5. Please email us at email@example.com to request this option!
What should I make with my seafood?
There are endless possibilities! Visit our recipe page for some ideas from us, and be sure to tag us in your posts (@LukesLobster) and use #LukesAtHome.
How should I store my live lobster before I cook it?
Refrigerate live lobsters when they arrive! You can either put your package directly into your fridge if space allows, or remove lobsters from package and transfer to a lidded pot that is placed in your fridge.
How soon should I cook my live lobster after receiving them?
When you receive your live lobster, you should refrigerate them immediately, and ideally cook the same day, but within 24 hours max. Check out our instructional video for How to Steam a Lobster.
ABOUT OUR SHACKS AND MORE
Do your shacks offer gluten free options?
Yes! Our lobster rolls (and other seafood rolls) can be made on a Gluten-Free bun for an additional $2. Our Clam Chowder and Lobster Bisque are also Gluten-Free!
Do you offer a corporate gift program?
Yes! Please email firstname.lastname@example.org with the item, number of recipients, and date of your occasion and our team will be glad to help organize corporate gifts for you.
Where should I direct questions about an order from a shack?
We recommend calling the shack you ordered from directly for any questions about your specific order. To find your local shack's phone number, click here.
Where are you located?
While we have restaurants all over the United States and in Asia, our online market orders ship directly from Maine. Our live lobster orders ship from Portland Pier, next door to our flagship restaurant. All other products ship from our seafood processing facility in Saco, ME.
I heard that Luke's is a B-Corp, what does that mean and how does it translate to your online market?
Luke's became a certified Benefit Corporation in 2017, which helped to validate what we had already been doing: using our business to solve social and environmental issues, and putting our people first. In order to receive and maintain our B-Corp status, we must meet extensive and transparent performance standards for environmental and social responsibility. Throughout our restaurants, our production facility, and now our e-commerce business, we continue to place sustainability, transparency, social responsibility, and taking care of our people as our core values. Learn more about our B-Corp status here.
When did Luke's start shipping direct?
We launched our online market in March 2020 as a response to the pandemic, to allow us to continue buying from and supporting our local fishermen.