Frequently Asked Questions – Luke's Lobster

Frequently Asked Questions

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Luke's Online Market: Shipping & Payment Luke's Online Market: Products & Preparation About Our Shacks and More
For any questions not answered below, shoot us an email at retail@lukeslobster.com

Luke's Online Market: Shipping & Payment

Shipping Pricing
  • Shipping Price: Free UPS Overnight Air Shipping is included on all orders over $80, including Saturday delivery.
  • Shipping Type: All orders deliver in 1 day and are Carbon Neutral. We offset 100% of greenhouse gas emissions with UPS. Learn more here.
Delivery Dates & Tracking
  • Available Dates: Orders can be delivered Tuesday-Saturday, pending UPS Saturday availability. During major holidays, UPS does not pickup or deliver orders the day of or day before, so these dates may be unavailable.
  • Selecting Delivery Date: Before checkout, choose your desired delivery day in the cart. We ship the day before using UPS Next Day Air services.
  • Saturday Delivery: Saturday delivery must be zip code verified before proceeding to checkout.
  • Order Tracking: You will receive tracking information via email on the day your order ships and an email notification upon delivery. You can opt into UPS text alerts as well.
When Should I Have My Order Arrive?
  • Arrival Recommendations: Due to heightened delivery volume and unexpected weather delays, we recommend placing orders for frozen items at least 2-3 days before your occasion to ensure on-time arrival.
  • Frozen Item Delivery: Frozen items can arrive as late as 9pm on the date of delivery, and include dry ice and gel packs to ensure they arrive frozen.
  • Frozen Item Thawing: Frozen items will need to thaw 16-24 hours in the fridge before cooking or consumption.
  • Live Lobster Delivery: Delivery the day before cooking or the day of cooking is recommended. All live lobsters arrive around noon local time on the day of delivery.
Where can you ship?
  • Available for Shipping: We ship to all 50 states and Washington, DC.
  • Hawaii and Alaska: Hawaii and Alaska are available and typically take an extra day in transit.
  • Unavailable for Shipping: We cannot ship to Puerto Rico, Canada or internationally at this time.
Order Changes and Edits
  • Change Order Items: Order items may be changed (added/removed) up until the day before shipping, please email retail@lukeslobster.com before your package leaves. Once shipped, changes cannot be made without affecting quality.
  • Change Delivery Date: Delivery dates may be changed up until the day before shipping, please email retail@lukeslobster.com before your package leaves. Once shipped, changes cannot be made without affecting quality.
  • Change Delivery Address: Use "Update Address" in your confirmation email to change before shipping. Please email retail@lukeslobster.com if you experience any issues. Once shipped, changes cannot be made without affecting quality.
  • Change Billing Address: Billing addresses are unable to be edited once an order has been placed. If it has been processed there should be no worries as long as the shipping address is correct.
Returns & Refunds
  • Order Returns: Due to the perishable nature of our productproducts, we cannot accept return orders once they have shipped from our facility.
  • Order Refunds: In the case of an order delay, shipping error or missing items, please email retail@lukeslobster.com and our team will be able to issue a direct refund accordingly.
  • Gift Card Refunds: Refunds for order purchased with a gift card will be refunded back on the gift card used to make the purchase. We cannot issue refunds outside the original form of payment.
Lobsta Loyalty Club
  • The Lobsta Loyalty Club is our rewards program for Luke's Online Market. Learn more here and earn points for every purchase when you sign up. Points can be redeemed for discounts and perks. For questions, email retail@lukeslobster.com.
  • Can I redeem points in shacks? Not in shacks, but you can pick up a Lobsta Mobsta card and get a punch every $10 spent. After 5 punches, get $10 off your next in-shack purchase.

Luke's Online Market: Products & Preparation

Receiving Seafood
  • Remove seafood from outer box. Place frozen products in freezer, live lobsters in fridge. Thaw frozen products 1-2 days before use. Cook live lobsters within 24 hours.
Consumption Timeline
  • Cooked lobster and seafood: within 6 days of thawing. Raw products: within 2 days. Check product page for details.
Live Lobster Issues
Freezer Pack Issues
  • Non-toxic gel packs may occasionally leak. Rinse off—products remain safe as long as lobsters arrived alive.
Thawing Instructions
  • Thaw frozen items in refrigerator for 16-24 hours.
Gluten-Free Buns
  • Gluten-free buns are not currently available for shipping.
Recipe Ideas
Storing Live Lobsters
  • Refrigerate live lobsters immediately. Keep in package or transfer to a lidded pot.
Cooking Live Lobsters
Gift Cards
  • Yes! Purchase gift cards here. Valid for online market orders only.

About Our Shacks and More

Gluten-Free Options
  • Lobster rolls and other seafood rolls can be made gluten-free (+$2). Clam Chowder and Lobster Bisque are also gluten-free.
Corporate Gift Program
Shack Order Questions
  • Call your local shack for order-specific questions. Find shack numbers here.
Locations & Shipping
  • Online market orders ship from Maine. Live lobsters: Portland Pier. Other products: Saco, ME.
B-Corp Certification
  • Luke's is a certified B-Corp since 2017. Learn more here.
Other Purchase Locations
  • Buy Luke's in shacks or select grocery stores. Details here.
Direct Shipping Launch
  • Luke's Online Market launched in March 2020 to support local fishermen during the pandemic.