1.Refunds

​Refunds will be processed in the same way that the order was paid - such as credit card or PayPal.

Please allow 3 - 5 days for funds to clear in your bank/ payment service.

2. Exchanges/ Changing Your Mind

We can't offer a refund if you change your mind, but let's say you want to swap live crays for frozen ones? Don't worry,  we'll help you out.

3. Weight Variances

​ We are proud to be part of a sustainable, wild-caught fishery. Lobsters aren't manufactured in anonymous factories - they're caught daily and hand-selected by some of the best fishers in the state. We sell lobsters in weight ranges so each lobster you order will be a slightly different weight. If we muck up and give you a lobster that is not within our weight specification please get in touch - we will credit you back the difference.

4.Lobster Discolouration 

We don't use any chemicals or nasty additives when we process the crayfish. Some frozen lobster meat may blacken slightly near the shell when being defrosted. It's due to the lobster being exposed to oxygen as it defrosts. Slight blackening is entirely natural, harmless and not a quality issue. ​If it does concern you, get in touch, we're happy to give you a couple of hints on how to prevent this happening for next time.

5. Live Lobster Care (Pick Up)

Now, this might sound like we are stating the obvious but being out of water is not a cray’s natural habitat. Here's a little explainer about what happens when we receive your order for live crays, and what you can do to have the best possible experience: 

For pick up orders: 

1. On the day that you plan to pick up your live crays, our team hand select your lobster and put aside in a seawater tank until you come to collect it.  

2. When you arrive at the store, only then will our staff will go and take your lobster out of the water and place into the packaging. 

3. Before you take your lobster, our team will ask you to check your order and make sure you're happy. If you have any concerns, please let us know at that time. 

We recommend getting home as quickly as possible after  picking up your product. Check out the Lobster Guide for tips and guides on lobster preparation to help make it easier for you. If you plan on taking the scenic route home, then please let us know in your order comments, and we will try to chill the lobster for you so that it remains calm in the esky until you can get it home to prepare.

6.Live Lobster Care (Delivery)

Now, this might sound like we are stating the obvious but being out of water is not a cray’s natural habitat. Here's a little explainer about what happens when we receive your order for live crays, and what you can do to have the best possible experience:  

 For delivery orders: 

1. If you've  requested a live lobster to be delivered, we guarantee the product will be fresh on arrival to your home.  Please let the driver know at the time of delivery if you have any concerns about your order. If you are not home at the time of delivery, we cannot process any exchange or refund for a lobster mortality.

2. Check our Lobster Guide page content for tips to help you get prepared