WE OFFER A NO-FUSS QUALITY GUARANTEE: IF YOUR CRAYFISH DOESN'T MEET YOUR EXPECTATIONS - TELL US AT THE TIME OF COLLECTION, AND WE CAN ARRANGE A RETURN OR EXCHANGE
We once read a book that said "the customer is always right", and we thought there might be something to it. We reckon happy customers make tasty crayfish meals that they'll want to tell their friends about.
Now the bean-counters have a couple of conditions - not to be tricky, but to keep things fair: 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.
Changing your mind/ Exchanges: We can't offer a refund if you change your mind, but let's say you you want to swap live crays for frozen ones? Don't worry, we'll help you out.
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, we will credit you back the difference, plus give you $10 off your next order.
Lobster discolouration (Frozen lobster) 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.
Live Lobster 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:
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 an esky for you. 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 on the spot.
Helpful info for customer’s ordering live lobster for the first time:
We recommend getting home as quickly as possible to prepare your lobster. You can download our how-to tips or watch our videos for more helpful info. Check out the “Lobster Guide” page for more info. 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.
And don't forget to have fun! Nothing brings family and mates together better than getting in the kitchen and preparing a meal.
If you have any other concerns about your purchase, don't hesitate to e-mail or get on the blower.
"The Rock lobsters were delicious and driving to Welshpool is so much quicker than driving to Geraldton for really fresh WA lobster. Oh! and thanks for the range of suggested lobster receipts you made available at the collection point." - Graham, Nedlands.