Once your order is placed it is received by one of our shipping specialists for review. If we have any questions or concerns about the shipment we will contact the shipper by phone and email. Unfortunately no travel plans are without risk. If weather should delay the timely arrival of your shipment (which is rare) there are no refunds offered by Federal Express or Jess’s Market. Jess’s Market’s hard shelled lobsters are guaranteed to arrive alive provided they receive proper handling by Fedex and the recipient. Handling instructions are located on the top of the packaging and the package must be received by a person upon arrival to qualify. Please contact us immediately upon opening the package if there are any issues or concerns. All claims must be made to Jess’s Market within 24 hours of receipt. A declared value is given to fedex for every shipment which represents the package maximum liability including but not limited to any loss, damage, delay, misdelivery, nondelivery, misinformation, any failure to provide information or misdelivery of information relating to the shipment. Weather delays are not considered within Fedex’s control, thus no refunds are considered in those circumstances.