Customer Satisfaction

We stand behind every product we sell. Each order is prepared and shipped from our location in Kennebunk, Maine. Extra care is taken with perishable products and their refrigeration. If you are not satisfied with your purchase upon arrival, please notify us immediately and we will work to correct the situation.

Can I make a change or cancel my order?

Generally speaking, you cannot make a change to an order for prepared food items like our lobster pot pie once the order has been placed. However, in certain situations where the order has not yet been packed or shipped, we may be able to modify it for you.  To request a change to your order, please contact Customer Service. Your change must be placed at least 24 hours in advance of the shipping date. Orders cannot be cancelled or changed on the day they are to be shipped.

Returns & Exchanges

Food Items:

Food item cannot be returned. If your order arrives damaged or defective, please refer to the appropriate section below.

Merchandise Returns:

Merchandise returns will not be accepted without a Return Authorization number. Please include the reason for returning the item with your return. Please retain your packing slip. Packing slips are required for all order adjustments and returns. Call Customer Service before shipping your return to receive your Return Authorization number.

Shipping costs are non-refundable.

Damaged or Defective Food Orders:

As soon as your perishable food order is delivered, please inspect ALL items. If you suspect there is a problem call us immediately. Do not dispose of the product or its packaging. No refunds will be issued if your complaint is not filed within 24 hours of delivery. Retain all of the items included with your order, including the cold packs, shipping containers, and packing slips. Promptly refridgerate any perishable items before calling Customer Service.

Damaged or Defective Merchandise Orders:

If you receive a damaged or broken item, please call our Customer Service Department immediately to receive a Return Authorization number. No refunds will be issued if complaint is not filed within 24 hours of receiving merchandise. Retain the shipping box until the return has been processed.

Gift Cards:

Gift Cards cannot be returned. They must be redeemed for goods or services at the Kennebunk Inn.