Shipping

We are committed to delivering the freshest, highest-quality seafood directly to your doorstep in Singapore. To ensure a transparent and worry-free experience, please review our policies below.

1. Shipping Promise

• 24-Hour Delivery in Singapore: We guarantee delivery within 24 hours of order confirmation for most addresses on Singapore’s main island (excluding offshore islands). Specific delivery windows depend on order time and location.

• Live Tracking: You will receive a tracking number via email once your order ships.

• Professional Cold Chain: All items are shipped in specialized insulated packaging with ample coolant to ensure optimal condition during transit.

• Note: Our 24-hour guarantee may not apply in rare cases of extreme weather, public holidays, or unforeseen circumstances. We will communicate proactively if delays occur.

2. Returns & Refunds – Risk-Free Shopping
We stand behind our products with a “Risk-Free Shopping” guarantee, detailed by product category.

A. Live Lobster Policy
Inspection upon delivery is required. Our driver must witness the condition.

• Return Eligibility (ONLY under these conditions):

  • Dead on Arrival: Lobster shows no signs of life upon unboxing.

  • Not Lively: Lobster is clearly non-viable or immobile (as confirmed by the driver).

  • Size/Weight Discrepancy: A significant variance from the ordered specification.

• Non-Returnable: We cannot accept returns due to personal taste, dissatisfaction after cooking, or failure to inspect and report issues at the time of delivery.

• Refusal of Delivery: Must be reported immediately to the driver and to our customer service.

B. Frozen Seafood Promise
We are confident in the quality of our frozen seafood.

• Unconditional Satisfaction Guarantee: If you are not 100% satisfied with the freshness, quality, or condition of your frozen seafood upon arrival, we offer a 100% unconditional return and refund. No reason is needed.

• Requirement: Please contact our customer service within 2 hours of receipt and provide photos/video for reference.

3. Refund Process (10-Minute Refund Initiative)
We promise to initiate the refund process in our system within 10 minutes of verifying a qualified claim.

1. Report the Issue: Contact us immediately via our support channels.

2. Provide Evidence: Submit clear photos or video as required based on the product type (live/frozen).

3. Verification & Processing: Our team will promptly review your claim. Once approved, we initiate the refund within 10 minutes.

4. Refund Method: The refund will be issued to your original payment method. Processing by banks or payment gateways typically takes 3-10 business days, which is beyond our control.

5. Product Disposal: For approved returns, you may return the item to the driver or follow our agent’s instructions.

4. Important Notes

• Timely Contact is Critical: All issues (especially for live products) must be reported immediately (within 2 hours of delivery). Late reports cannot be accepted.

• Clear Evidence: Please provide clear, unboxing videos or photos to facilitate a quick resolution.

• Policy Rights: We reserve the right to refuse future orders or suspend accounts for customers who abuse this unconditional policy.

• Policy Updates: We may update this policy periodically. The latest version will always be posted on this page.

Thank you for choosing [Lobster Company]..

Contact Us
For any questions regarding shipping or returns, please contact our support team:
Email: lobster@domain.com
Phone: +60 189508102
Service Hours: Monday – Sunday, 9:00 AM – 9:00 PM SGT