FAQ

SHIPPING

We ship Monday through Thursday using USPS Priority Mail, but our frozen shipments can’t be in transit over the weekend so we are not able to deliver your package on a Sunday, Monday or a holiday. We cannot ship outside of the Continental United States or to PO Boxes or APO addresses.

SHIPPING COSTS AND OPTIONS

OUR SHIPPING OPTIONS ARE FOR SHIPPING SERVICE TYPE ONLY, THEY DO NOT TAKE INTO ACCOUNT PROCESSING TIME OR GUARANTEE WHEN YOUR ORDER SHIPS. Shipping fees charged are for the carrier, specialized packaging, ice packs and dry ice.

Our order cutoff time for same day processing is NOON EST. Orders placed after NOON EST will be processed the following business day. See below for specific order cut-off and processing time estimates.

Standard Fulfillment– Your package will arrive in 3 – 7 business days (or less) from the day we receive your order. With this method, your order will be processed within 2 business days (or less) and will ship via Ground Service to arrive within 2-3 days of shipping. Using Ground Service, your package will arrive Tuesday through Friday and Saturday if possible.

HOW DO WE DO IT?

We pack our frozen products in a cooler within a shipping box with enough dry ice and ice packs to keep the contents frozen well into the evening of the delivery date. A cardboard insert is placed on top of the product, before dry ice is added, as a barrier. It is best to open the package immediately upon arrival and place your items in the freezer, until you are ready to enjoy them. Use gloves when handling dry ice if it is still present. The temperature inside the box when it is shipped is about negative 110 degrees F which is colder than your freezer by 100 degrees.

DRY ICE HANDLING

Do not touch the dry ice. Dry ice temperature is extremely cold at -109.3°F or -78.5°C. Always handle dry ice with care and wear protective clothing or leather gloves. Keep dry ice away from children.

With gloved hands, or using an oven mitt or towel, remove the ice from the package and throw away. You can unwrap and leave it at room temperature in a well-ventilated area. It will change from a solid to a gas and evaporate. Do not leave Dry Ice on a tiled or solid surface countertop as the extreme cold could crack it.

NO SIGNATURE REQUIRED

USPS is authorized to leave all packages at the destination without signature which will ensure that your product will not melt due to multiple delivery attempts.

TRACKING

When the shipping label is created you will receive an email with your tracking number.

CHANGING AN ORDER

If you would like to change or cancel your order, please contact us by [email protected] Orders can’t be cancelled and/or changed after we email your tracking info as the package is already on the way.

SHIPPING TO MULTIPLE ADDRESSES/CORPORATE GIFTING

When you checkout on our website, you can only specify one shipping address per order.

If you’re buying several items and want to designate that items be sent to different addresses (example, you want to buy an item for yourself and another to be shipped to someone as a gift) you will need to purchase these items separately.

You can save the addresses to the address book in your account, to easily gift your friends and family in the future.

PAYMENT

We accept all major credit cards, Google pay, Apple Pay and Paypal.

PRODUCTS AVAILABLE

We only ship a limited selection of our products for many reasons such as how they hold up during shipment and their availability. Most of our products are exclusive to dining-in at our restaurant, and local pickup and delivery, and therefore cannot be purchased directly from this site. Please visit CoveNB.com if you are in the New Bedford, MA area.

FINE PRINT

Cove Surf and Turf cannot be responsible for damage or loss of packages due to unavailable recipient or incorrect address information, or theft. We are not able to change the address or cancel an order once the order has been processed and shipped. Please ensure your recipient will be in town on the arrival day. We are not liable for lost or melted products if customers change the pickup location to a USPS access point, USPS Location or any other delivery address during the shipping process or fail to promptly refrigerate received goods.

OUR GUARANTEE

To guarantee delivery we must have the complete and correct address. We are not able to deliver to Alaska, Hawaii, PO Boxes, A.P.O or F.P.O addresses due the highly perishable nature of some of our products.

CUSTOMER SERVICE

We are here to help you. Send us an email at [email protected] Questions are generally answered in under 24 hours