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Frequently Asked Questions

For any questions not answered below, shoot us an email at retail@lukeslobster.com 

**PLEASE NOTE: UPS SHIPPING WILL BE CLOSED ON MONDAY, MAY 25TH FOR MEMORIAL DAY. ALL ORDERS PLACED THE PREVIOUS FRIDAY MAY 22 THROUGH MONDAY MAY 25 WILL SHIP ON TUESDAY, MAY 26 FOR A WEDNESDAY DELIVERY.

GETTING STARTED 

How do I shop for seafood online?
To place an order please visit our 
Shop page, then click on “Shop Now” to learn more information about a product, and then select “Add to Cart” to begin checkout process. UPS delivery method will be automatically selected.

PAYMENTS AND SHIPPING

Is there a minimum order amount?
Nope! There is no minimum order for shipping.

What days can I get my items delivered?
We deliver every day except Sunday and Monday.


Can I pre-order for a scheduled delivery date?
Unfortunately you cannot specify what date you want your package delivered, but we recommend ordering based on our delivery schedule listed below.

Will Memorial Day weekend affect my delivery?
UPS Shipping will be closed on Monday, May 25th for Memorial Day. All orders placed the previous Friday, May 22 through Monday, May 25 will ship on Tuesday, May 26th for a Wednesday delivery. 

How long do orders take to arrive? 
All items are shipped the day after the order is placed, as long as it is placed by 11:59 pm EST, and delivered the day after that. See the chart below to determine your shipping day. Please note that all scallop orders are shipped Thursday for Friday delivery, and any additional products ordered with scallops will also ship Thursdays. 

Order

Ships

Delivers

Mon

Tues

Wed

Tues

Wed

Thurs

Wed

Thurs

Fri

Thurs

Fri 

Sat

Fri

Mon

Tues

Sat

Mon

Tues

Sun

Mon

Tues


How do I track my order?
When you complete checkout, you will input your email address which will be used to send you automated tracking notifications. 

Why is there a shipping delay for scallops?
Due to a limited supply of scallops, we will be doing one shipment each week during scallop season on Thursdays. As a result, all scallop orders must be placed by Wednesday at 12pm EST for Friday deliveries.

What kind of shipping do you use?
We ship our seafood using UPS Next Day Air Saver, which delivers your package the day after it is shipped (2 days after you order, unless you're ordering on Friday or Saturday). 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. 

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 if you order seafood we highly recommend you are. UPS will not require a signature to deliver, and will leave your package on your doorstep or front desk at the time of delivery. Seafood products should be removed from the outer shipping box, and refrigerated or frozen immediately upon receipt to be safe for consumption. Luke's Lobster is not responsible for packages sent to recipients who are not available to accept their package on the delivery date.

What if I submit the wrong shipping address?
If you submit the wrong shipping address, please email retail@lukeslobster.com immediately. Your shipment will be delayed until the following day, with the option to pick up at UPS to receive your shipment on its originally intended date. 

What is your return and refund policy? 
If you have any issues or feedback on the products you received, please email retail@lukeslobster.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.

PRODUCTS

After I receive my delivery how quickly do I need to consume my seafood?
When you receive your seafood delivery, remove from outer shipping box and place seafood products in freezer. Our lobster and mac and cheese products may be kept frozen for up to 18 months from the pack date that is indicated on the label, and our soups may be kept frozen for up to 12 months from the indicated pack date. Keep frozen until you are ready to use. Thaw under refrigeration when you are ready to use. 

       Lobster Tails: consume within 2 days once thawed.
       Lobster Meat: consume within 6 days once thawed.
       Lobster Mac & Cheese: consume within 2 days once thawed.
       Soup: consume within 2 weeks once thawed. 

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. *Consuming raw or undercooked meats, poultry, seafood, shellfish, or eggs may increase your risk of food borne illness*

What should I make with my lobster tails and meat?
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 upon receipt. 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 it?
When you receive your live lobster, you should refrigerate them immediately, and ideally cook the same day, but within 24 hours max.

How do I heat up my Lobster Mac and Cheese?
In the oven: Fully thaw lobster mac in the fridge. Preheat oven to 375F. Pour the thawed lobster mac into small oven-safe dish and sprinkle breadcrumbs over top. Bake uncovered for 15 minutes, until top is golden brown and lobster mac is heated to 165F. 

On the stovetop: Fully thaw lobster mac under refrigeration. In a small saucepan, simmer water over medium heat. Place thawed lobster mac pouch in simmering water, and heat for approximately 5 minutes, or until lobster mac reaches 165F. Pour heated lobster mac into bowl, and sprinkle breadcrumbs over top. Enjoy!

How do I heat up my bisques?
On the stovetop: Fully thaw bisque under refrigeration. Remove thawed soup pouch from carton, and pour soup into saucepan. Heat over medium-low heat, stirring occasionally, until simmering.

In the microwave: Fully thaw bisque under refrigeration. Remove thawed soup pouch from carton, and pour soup into a microwave-safe bowl. Cover with microwaveable plastic or paper towel cover. Heat on high for approximately 4 minutes, until simmering, stirring soup halfway through. Microwave times may vary. Enjoy!

Where are your scallops from?
A limited time offering during the short Gulf of Maine scallop season, these incredibly sweet and tender fresh scallops are harvested in cold Gulf of Maine waters by our community fishermen. These raw scallops are 10/20s, which refers to the count - typically 10-20 scallops per lb. These are the highest quality, freshest scallops around - fishing boats land these "day boat" scallops daily due to strict sustainability measures in the Gulf of Maine where boats are restricted to a small daily quota. These scallops are pure, "dry" scallops, which means that they are not soaked in chemicals or water like the vast majority of scallops on the market. Enjoy fresh, Gulf of Maine day boat scallops shipped anywhere in the continental US!

What are the seasons for scallop fishing?
For Maine scallop fishermen, there are two scallop seasons, the in-shore, state water fishery which typically runs from early December through sometime in January and the federal Gulf of Maine season which typically runs the month of April.  

For the state, inshore fishery, scallops are caught in different zones, close to shore along the coast of Maine.  Daily catch limits vary slightly from zone to zone, as do the days on which a scallop fisherman can fish, but typically catch is measured in 5 gallon buckets.  For example, in Penobscot Bay, the daily catch limit is three 5 gallon buckets per fishing day, and fishermen can fish on four designated days per week.  The Department of Marine Resources, which regulates the inshore fishery, closely monitors the fishery, taking surveys throughout the season.  The season is closed on a zone by zone basis based on DMR’s scientific survey results. 

The second scallop season is the Gulf of Maine federal scallop season which typically starts around April 1 and runs through the end of April.  For Maine day boats, the daily catch limit is 200 pounds of scallop meats per day. This is a quota-based fishery, so when all the boats have caught all the Total Allowable Catch (or TAC), the fishery is shut down. 

In addition to the strict catch and seasonality limits, there is also a size limit to scallops; the diameter of the shell must be 4 inches across in order for the scallop to be kept.  There are a few other limited seasons, such as for diver scallops, but the majority of Maine’s scallops are landed through these two seasons.

How come scallops are never landed with their shell on?

Scallops, like all bi-valves, are filter feeders, which means they enhance water quality.  During certain times of the year however, part of the scallop, the mantle, can pick up toxins that are harmful to digest, and since there is no way to test all the scallops landed, they are shucked at sea with everything but the meats (the abductor muscle) being thrown back into the sea.  The meats are the muscle and do not pick up any toxins, they just open and close the shell. Farm raised scallops, a burgeoning industry in Maine, can be landed whole because they go through a rigorous biotoxin testing process before they are landed and sold.  They can also be landed at any size, since they are farmed and not wild caught.

What’s a dry scallop and why is that important?

Dry scallops are typically caught on “day boats” caught and landed the same day with strict catch limits.  “Trip boats” are out sometimes as long as two weeks, and while they are out, their scallops are stored on ice, which as it melts begins to soak the scallops.  These scallops are also typically soaked in phosphates to firm them up.  All of which is to say, wet scallops have a diluted flavor profile.  Dry scallops are just scallops, caught and landed the same day, providing the best flavor and quality.  

HOSPITAL DONATIONS

How does your online hospital donation program work?

When the bulk of our shacks temporarily closed, we decided to continue our program of donating lobster rolls to hospitals from our guests and ourselves by bringing it online. You can now choose to donate a DIY Lobster Roll Kit on our online shop, which includes ingredients for 2 lobster rolls. Each kit is $34 plus a flat shipping rate of $10 to be shipped to a hospital and feed frontline workers. Every time you make a donation, Luke's will add a donation to keep our frontlines well fed.

Can I specify which hospital I want my lobster rolls donated to?
At this time, we have a selection of hospitals that we will donate to throughout the country when we reach a specific number of Lobster Roll Kits that the hospital can receive. Currently we will be donating to Mt. Sinai West Hospital in NYC, the Hospital of the University of Pennsylvania in Philly, Brooklyn Hospital Center Downtown, and Columbia University Medical Center. If you have contact information for a hospital that you would like us to donate to who can receive shipments of perishable food, please reach out to MKTG@lukeslobster.com.