FAQS

Customer Service Questions

• What guarantee do I have that my order will arrive fresh?

  We take tremendous pride in our ability to deliver fresh Maryland seafood to your door. Before it leaves The Crab Place, your order is packed with refrigerant to prevent spoilage. We ship via FedEx. If your order is spoiled or damaged due to negligence by The Crab Place or FedEx, we will replace it free of charge. If you receive an order that you suspect is spoiled, please do not discard the contents. We may request that you return them to us for inspection.

• What is your live hard crab guarantee?

  We do our very best to fulfill live crab orders with the feistiest, liveliest crabs available. We will only ship the same day’s catch. We will also try to include some extra crabs to help compensate for normal mortality rates (15% or less). For this reason, if you receive a shipment with a high mortality rate (higher than 15%), please count the total number of dead AND live crabs in your shipment so that we can accurately assess the amount of loss. Customers who receive an order of live crabs with a high mortality rate must contact The Crab Place within 24 hours from the time they receive the package either by e-mail, phone, or phone message if calling on the weekend. In the case of a high mortality rate (higher than 15%), we may issue you a store credit to be included in your NEXT order. Furthermore, we will insist that the order placed with store credit be changed from live crabs to steamed crabs to avoid having the issue recur on the next order. If a store credit is issued, the credit may not be used for a different product. Beyond this, you (the customer) will be assuming some of the risks and responsibilities associated with ordering live crabs. We will NOT simply reship you more crabs or credit your credit card if you experience a high mortality rate (higher than 15%). If you do not want to assume the risk or responsibility, then we strongly recommend getting the crabs already steamed. If you order live crabs, please be ready to cook them upon arrival. They will not hold another day because of their perishability. And please, please DO NOT put them in your bathtub filled with water in an attempt to keep them alive longer. Thank you!

• Are all of the products listed on your site currently available?

  When items become unavailable we remove them from the web site. Demand for some products will occasionally exceed our supply. We do our best to have all products on hand. If you wish to check the availability of a product you can email us through our contact form or call us toll free at 1-410-968-3167.

• When can I contact The Crab Place by telephone?

  You can contact The Crab Place by telephone between 9:00 am and 5:30 pm EST, Monday through Friday. Dial toll free, 1-410-968-3167. During off hours, our machine will take voice mail. Email us any time at through our contact form. Under normal circumstances, all inquiries will be handled by the following business day.

• What do I do if I have a problem with my order?

  Due to the perishability of our seafood, all problems must be reported within 48 hours of receipt, in case a return is warranted. Please do not discard product until instructed to do so. Contact information can be found here, Contact Us.
  
  If there is an issue with your product, depending upon the circumstances we may decide to take any of the following actions:
  
  

  • Replace the product with another shipment.
  • Issue a store credit for the product that can be redeemed on any subsequent order.
  • Refund the charge for the product, or ask you to return the product for a full refund or replacement.

  
  
  You also have the choice of returning any product within 48 hours to get a full refund issued. Our goal throughout the process will be to ensure that you end up with a usable, premium seafood product so that your money is well spent when you shop at Crabplace.com.

• What happens if my orders arrives late?

  The nature of working thru a 3rd party carrier and delivering perishable product across the country to customers creates some unique challenges at times. In the event that something goes wrong here's what you can expect from us to make it right:
  
  Package doesn't arrive on the requested day due to FedEx or Crabplace.com error - We'll refund your money or replace your package, whichever you prefer.
  
  Package doesn't arrive on the requested day due to weather delay - We'll replace the package or issue a gift certificate which can be used later towards another order, whichever you prefer.
  
  Because FedEx will not cover claims on weather delays, we aren't able to offer refunds on delayed product that's deemed weather-related. But, again, we will make sure you get your money's worth in the form of a gift certificate or a replacement box so you're not out of pocket.
  
  Please note that the delays don't always occur in the destination city. Sometimes customers are affected by a weather delay when there's nothing inclement in their area. Delayed flights and trucks in cities along the way can disrupt the service just as much as a snowstorm in the destination city.
  
  We rely on FedEx scans to advise us if delays are related to weather. Weather delays don't happen often but they do occur. FedEx does a fantastic job of pushing thru rain, sleet, snow, etc and typically can fight thru most storms unless it's simply not safe to do so.
  
  Package doesn't arrive on time due to incorrect address provided by customer - Please double-check your shipping address at checkout. CrabPlace.com is not responsible for delivery delays, mis-deliveries, or lost packages resulting from an incorrect or incomplete address provided at the time of order. If a package is delayed or undeliverable due to an address error and a replacement is needed, the customer will be responsible for 50% of the original order total. If you realize there is an error in your shipping address after your order has shipped and request an address correction through FedEx, a $24 fee will apply. While we make every effort to accommodate these requests, changes made once the package is in transit may still result in the order being delayed. If you catch an address error before your order ships, please contact us as soon as possible, so that we can update the shipping details before the label has been processed.