Terms and Conditions

LOBSTER NOW MALAYSIA AND CUSTOMER RESPONSIBILITY

• By placing an order with Lobster Now Malaysia, you hereby agree to the following terms and conditions:
• The Customer is responsible for providing the correct Name, Billing Address, Shipping Address, Apartment/Unit/Suite Information, Gate Codes, Phone Number, and E-mail Address.
• The Customer is also responsible for entering correct payment details, and applying all coupons, discount codes, or E-Gift Card codes during checkout.
• Lobster Now Malaysia reserves the right to request additional authorization from customers through DocuSign, including a Credit Card Authorization Form. This may involve providing supporting photo evidence such as a government-issued ID, as requested by our customer service team.
  Please note that all orders will be placed on hold and will not be shipped until this information is provided and verified.
• If a package is sent as a Gift, it is also the sender’s responsibility to inform the recipient of all Terms and Conditions stated on this page.

CUSTOMER & RECIPIENT RESPONSIBILITY

• The Recipient is responsible for receiving the shipment on the scheduled delivery date, and for following any instructions supplied by the shipping provider (e.g., pick-up at location, gate access, etc.).
• It is the recipient’s responsibility to retrieve the package promptly, store items properly upon delivery, and contact Lobster Now Malaysia within 4 hours of receipt for any issues, following the guidelines provided on the packing slip.

OUR RESPONSIBILITY

• Lobster Now Malaysia assumes responsibility for your order up to the moment it is handed over to the carrier at our facility.
  All products are hand-picked and packed under cold-chain standards to ensure freshness and quality.
• We guarantee:

• The correct items and quantities as ordered.

• Delivery to the provided shipping address on your chosen date.

• Tracking details sent by email once shipped.

• In the event of Out of Stock items, customers will be contacted via phone or email, and may be offered a refund, store credit, or product substitution.
• We take quality very seriously and will take responsibility for any spoiled or damaged items not caused by shipping circumstances, in accordance with our Freshness Guarantee.

PERISHABLE ITEMS AND TIME LIMITS

• Our products are highly perishable, and we require contact within 4 hours of delivery for any claims.
• Lobster Now Malaysia is not responsible for how products are handled, stored, or prepared after delivery.
• We are also not responsible for delayed deliveries caused by incorrect shipping details provided by the customer.
• Customer service representatives reserve the right to evaluate each case individually and determine a fair resolution.

CLAIMS AND REFUND POLICY

• Lobster Now Malaysia reserves the right to deny any Claim, Refund, or Replacement for the following situations:

• Orders delayed due to customer-requested pickup.

• Packages delayed or undeliverable due to customer unavailability.

• Packages refused or denied upon delivery, even if damaged or delayed.

• Claims submitted beyond the 4-hour window.

• Claims lacking required documentation or photos.

• Issues related to product handling or storage after delivery.

ADDRESS VALIDATION

• Lobster Now Malaysia will ship to the exact address provided by the customer.
• Customers are responsible for ensuring that all address details are accurate and deliverable, including:

• Name

• Street & Unit Number

• City, State, and Postcode

• Gate Code (if applicable)

• Recipient’s Contact Information

• We cannot honor refund requests due to undeliverable or incorrect addresses, or deliveries attempted to closed businesses.
• Because our products are perishable, orders cannot be rerouted once shipped.
• In some cases, customers may pick up their package at the nearest J&T Express station (with valid Photo ID).
• Please contact our support team for assistance. Additional courier fees may apply.

CANCELING OR MODIFYING ORDERS

• Orders may be canceled, modified, or placed on hold before the scheduled shipment date.
• All address corrections must be completed before tracking information is issued.
• Please contact Customer Service directly for these changes. Additional fees may apply.
• Cancellations on the same day of shipment will not be accepted between 01/12/2024 – 01/01/2025 due to peak holiday operations.

SHIPPING POLICY

Shipper / Driver Release and Signature Requirements

• Our logistics partner has permission to deliver packages to a safe location at the provided delivery address.
• Due to the perishable nature of our products, Driver Release ensures timely delivery.
• Drivers are not required to knock or ring doorbells.
• If the delivery driver determines the area unsafe to leave the package, the carrier may hold the parcel for next-day delivery or pickup at a local J&T Express facility.
  (Valid photo ID matching the shipping name is required for pickup.)
• No signature is required for residential addresses.
  A signature is required for business addresses.

Tracking Information / Delivery Times

• A tracking number will be issued on the shipment date via J&T Express and emailed to the customer.
• This tracking number allows you to monitor your package in transit once it is picked up from our facility.
• You can also track your order at:
  🌐 https://snow-dragonfly-131560.hostingersite.com/
• Lobster Now Malaysia cannot guarantee an exact delivery time of day.
• Deliveries may arrive as late as 10:00 PM local time and will still be considered “On Time.”

Delayed Deliveries and Shipping Protection

• Your satisfaction is our top priority.
• All orders include Shipping Protection to cover unforeseeable issues during transit, such as:

• Sorting errors

• Mechanical problems

• Flight delays

• Other carrier-related disruptions

• If a delay occurs beyond our control while in the hands of the carrier, our Shipping Protection ensures appropriate compensation or replacement.
• Weather-related delays may not be covered but will be reviewed case by case for fair resolution.

CONTACT INFORMATION

• 📍 Warehouse Address:
  Pasir Gudang Cold Storage Zone A, Johor, Malaysia
• 📞 Phone: +60 11 6986 4056
• 📧 Email: lobster@envato.com