Questions about your Order?
While we strive for perfection, we understand that issues may arise. We’ve compiled a list of our most frequently asked questions to help guide you through any order issues you may experience:
What are your hours and how do I contact you?
Our normal business hours are Monday - Friday 9:00AM - 5:30PM EST.
Customer Support can be reached by emailing customerservice@crabplace.com or by phone at 410-968-3167 or 877-EAT-CRAB (328-2722).
I am having a delivery issue, what do I do?
Contact FedEx! You can reach their dedicated support team at 1.800.463.3339. Once your box leaves our facility, FedEx is your greatest resource for solving any delivery issues.
What if I have a question or issue on the weekend?
Crabplace.com is closed on the weekends. If you experience issues with satisfaction outside of business hours, send an email to our customer support team at customerservice@crabplace.com. Include pictures if applicable, and we'll get back to you at our earliest opportunity. Please hold onto your product until the issue has been resolved.
My hard crabs arrived with shells cracked, are they safe to eat?
Yes, and they will still be delicious! Due to potential rough handling in transit, sometimes the crabs' shells will arrive to you cracked and broken. However, the product itself is still tasty. Make sure to remove the broken shells during the picking process, and then you will still be able to enjoy delicious seafood.
My gel packs thawed or leaked, is my product safe to eat?
Yes. The gel in the gel packs is non-toxic. If it leaks onto your product, it is safe for you to rinse it off and still consume. Sometimes the gel packs thaw in 2-day transit, but the box still maintains an adequate cool temperature. As long as your product arrived on time, and does not give off a strong rancid odor, it is safe to consume.
My hard crabs are the wrong size, what do I do?
First, send us a photo of you measuring the crabs. If you do this over the weekend, we will get back to you on the next business day. Once we respond we will contact you about refunding the cost difference or issuing a store credit. Questions on how to measure your hard crabs? Check out the measuring guide.
Refund/Reship Policies & Criteria
My package was delayed due to the weather, do I get a refund?
If your package is delayed due to the weather, you will receive either a store credit or a reship.
My package was delayed by FedEx, not the weather, do I get a refund?
If FedEx, not the weather, is responsible for delaying your package delivery, then you qualify for either a refund or a reship of your order.
I have a product issue, do I get a refund?
If you have a product quality issue you must RETURN the product in order to get a refund or a reship.
For detailed information on our refund and reship policies, please visit our Guarantee & Refund Policy page by clicking the button below. We want to ensure your satisfaction, and we have clear guidelines in place to do so.
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