Our Quality Guarantee and Return Policy

 

Thank you for your interest in Mr. Bill's Terrace Inn. We're proud of the quality of our seafood and do everything we can to ensure your order arrives just as fresh as when we packed it. Delivering steamed Maryland blue crabs can be challenging at times. We're always working to make sure we get the sourcing, processing, and packaging of our seafood just right. Our aim is to give you the best experience with and to provide you with the highest quality crabs and seafood possible. We trust FedEx completely to get your order to you on time. They've been our top choice for shipping perishable items for over two decades, successfully delivering more than 99% of our packages on schedule.

Having said all that, there are times when a package might arrive later than planned. We understand this can be frustrating. Just remember, delays affect less than 1% of our orders. If there's a problem, we're here to help and resolve things properly. Here's how we handle such issues if they come up:

We pack every order to last at least an additional day in transit if needed.

We strongly recommend having perishable orders delivered at least a day earlier for time sensitive special occasions. FedEx and UPS are seeing increased volumes along with weather and other delays.  The services and estimate arrival times and dates are just estimates.  We pack every order with enough gel ice/dry ice to last additional days in transit.  All packages delivered within one day of the estimated arrival date will be considered on time. 

• Package arrives after the scheduled day due to a weather issue or an issue out of FedEx’s control – Each of our orders is packed with enough gel pack ice to ensure an extra day of shipping if needed.  In the case that weather has caused FedEx a delay greater than one day in your shipment and the contents of your order are spoiled, we will issue a store credit for the cost of the products in your order.  Because FedEx waives all guarantees when weather is the cause of the delay, we are unable to reimburse the shipping cost.
• Package arrives later than the estimated time on the scheduled day - Estimated shipping arrival times may vary according to zip code and destination. FedEx always strives to meet to their estimated daily delivery times. However, situations or delays can occur where a package may arrive later in the day. If the package is date/time sensitive or for a special occasion, we highly recommend scheduling your order to arrive a day sooner.
• Package arrives more than a day later than scheduled day -  Each of our orders is packed with enough gel pack ice to ensure an extra day of shipping if needed.   In the case there is a delay greater than one day in your shipment and the contents are spoiled we will reship another order.
• Package arrives after the scheduled day due to a weather issue or an issue out of FedEx’s control – Each of our orders is packed with enough gel pack ice to ensure an extra day of shipping if needed.  In the case that weather has caused FedEx a delay greater than one day in your shipment and the contents of your order are spoiled, we will issue a store credit for the cost of the products in your order.  Because FedEx waives all guarantees when weather is the cause of the delay, we are unable to reimburse the shipping cost.
• Package arrives on time but there is an issue with the order - Each and every item we sell is carefully inspected before it is shipped.  If the merchandise is defective or damaged upon receipt please contact us immediately after your package arrives.  All claims must be made the same day of the receipt of order.  We are in the business of making sure every customer is satisfied with their order.  If there is an issue we will always try to resolve the issue in a timely matter.  In doing so we need to obtain as much information as possible to try and determine what was the root cause of the problem.  Depending on the issue we may ask you to reship the package back to us for inspection. Shipping charges will not be refunded.
  *** Hard Shell Crabs – We strive to make sure every customer is completely satisfied with their order and we back all of our products with this guarantee.  This can be a challenge because the crabs we catch change from day to day. Some days the crabs have longer points and smaller bodies…..some days they have small points and big bodies…..some days the crabs have smaller claws or just one claw or no claws at all……some days the crabs are lighter and not quite full and some days the crabs are perfect.  We always strive to sell the perfect crab, but in most cases we can get close but not quite perfect.  Availability can sometimes cause a delay in shipment.  We have quite a few waterman crabbing different bodies of water to try and maintain a consistent supply of quality crabs.  Wind and Cold weather (winter months especially) can sometimes prevent our watermen from going out crabbing.  Bottom line is…..if we can’t catch them we can’t ship them.  If we cannot fill the order we will call and/or email you to determine a better arrival date.
FedEx Ground service is a great economical shipping solution, however, ground deliveries may be delayed in transit.  We strive to pack each shipment to be able to last additional days in transit.  We do highly recommend using FedEx Air service for date sensitive orders.  FedEx ground service is a great economical service but does not have the same guarantees as FedEx Air services. 

FedEx Ground service is a great economical shipping solution, however, ground deliveries may be delayed in transit. We strive to pack each shipment to be able to last additional days in transit. We do highly recommend using FedEx Air service for date sensitive orders. FedEx ground service is a great economical service but does not have the same guarantees as FedEx Air services.

Have a Question?

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Please Note:  if you have any packaging or product concerns please contact us immediately on the day of delivery.   

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