GUARANTEE POLICY INFORMATION: We guarantee our lobsters to be in prime condition and alive upon delivery before 5:30 PM if picking up at FedEx Station.We guarantee all of our lobsters 100%. We actually pack the lobsters for over 48 hours transit. We do request that the lobsters are inspected upon arrival. If there is any damage to the outside carton, please notify Federal Express immediately. No claims allowed unless made within 24 hours of shipping. The Federal Express driver will examine the shipment on the made the same day as delivery through a claim process by notifying Federal Express and our office. Our office may request return of items for credit. Do not dispose of any claimed items (lobsters) or the box until notified by our office if a credit is requested; Federal Express will pick up the carton for return. Please inspect your carton for any damage or leakage and notify the FedEx driver upon delivery. Any credit for damages must be made the same day as delivery. Credits are given through a process which requires the customer to retain the damaged product until notified by our office. An inspector from Federal Express will be required to pick up the damaged product on the same day as delivery, so do not discard the damaged product. For full refund the entire carton must be returned by FedEx after inspection at our expense. You must call the office the day of delivery for damages or email: contactnepco@newenglandprovisions.com Federal Express and the New England Provisions takes no responsibility for weather delays. You will be advised of potential delays. We pack for 48 hours transit time. We can not take liability for "No Signature Deliveries" which is reasonable and accepted throughout the industry. If the Fed Ex driver scans the carton at the time of delivery as delivered to the right address, all claims for nondelivery are void. For your information we have not had any problem for over four years concerning delivery condition of our lobsters. Our packaging material are state of the art and withstand shipping easily.