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Frequently Asked Questions
Orders
- Where is my order?
- How can I change or cancel my order?
- How do I include a gift message?
- Can I purchase or redeem a Gift Card online?
- Is there an expiration date for a Gift Card?
- Can I order from Mackenzie Limited, Chesapeake Bay Crab Cakes & More, and Impromptu Gourmet on the same order?
- Why does Chesapeake Crab Cakes & More hold a personal check order for 10 business days?
- Why is there tax on my order?
Products
Shipping
- Where is my tracking number?
- What are my shipping options?
- Can I place an order now and have it delivered at a later date?
- How is my order packed?
- Dry Ice Shipments
- Are your products shipped frozen?
- Does Salmon/Smoked seafood need to arrive frozen?
- How do I dispose of dry ice?
- Recommendations for recycling styrofoam coolers
- Do you ship to Alaska or Hawaii?
- Can I ship to a PO Box?
- Can I re-route a package?
- My order arrived early
Route Shipping Protection
- What is Route Package Protection?
- Where is my order?
- How does Route work?
- How does Route process refunds or reorders?
- What if my order never arrives or is stolen?
- What if my order arrives damaged?
- How do I file a claim for my lost, damaged, or stolen order?
- What are Route’s Terms and Conditions?
- Is Route a licensed insurance company?
Miscellaneous
Orders
- Where is my order?
If you placed your order online, look under the “My Orders” section of your account. Once your order ships you will see tracking information there, as well as receive an email.
If you placed your order online not logged into your account, using your order number you can check the status of your order here .
All other inquiries, please use the Contact Us below and we will be happy to assist you. Please note that during peak holiday shipping periods, your order can be delayed.
- How can I change or cancel my order?
Once an order has been submitted, it cannot be altered or canceled for any reason. To ensure we ship your package in your requested timeframe, the order is immediately sent to one of our warehouses to reserve the inventory and prepare for shipment. Once it is at the warehouse, we are not able to locate any individual order to change or cancel, due to the volume of orders at a warehouse at a given time. Please review your shipping address, gift recipient information, and selected ship date prior to placing an order.
- How do I include a gift message?
With any gift order, we will be happy to include your gift message on our packing slip at no extra charge. When placing an online order, you are given the option to type a gift message on Step 4 of the checkout process.
- Can I purchase or redeem a Gift Card online?
Gift cards can be purchased and redeemed online or by phone. To redeem your Gift Card online, simply enter the number in the Gift Card box at checkout.
Additionally, Gift Cards ship free of charge with Standard Delivery. All standard orders are shipped to arrive within 5-7 business days of the selected ship date. There is an upcharge for Expedited and Overnight deliveries.
To check your gift card balance, go to the My Account page, login or create an account, click on the Gift Card section on the left and enter the gift card number.
- Is there an expiration date for a Gift Card?
Yes, your Gift Card will expire five (5) years after the issue date.
- Can I order from Mackenzie Limited, Chesapeake Bay Crab Cakes & More, and Impromptu Gourmet on the same order?
Yes, for your convenience you can order from all our sister catalog companies on the same order. Simply use the tabs at the top of the page to switch between companies, and your selected items will be placed into a common cart for checkout.
- Why does Chesapeake Bay Crab Cakes & More hold a personal check order for 10-business days?
Mail in orders may take 2-3 business days to process and for the check to be deposited once we have received it. For faster service, we suggest contacting our Customer Service Center to place your order directly with one of our representatives (1-800-858-7100) or by visiting our website, https://www.cbcrabcakes.com/. You are required to use a credit card if ordering through our Customer Service Center or website.
We collect sales tax as required by state and local legislation. Rates vary by jurisdiction and the type of items purchased. The sales tax applied is a combination of state, county and local taxes and is calculated based on the ship-to address of the order. Taxes are calculated at the time of order; however, taxes and rates are subject to change and therefore your final total may differ once your order has processed. Sales of gift cards are not subject to tax.
Products
- How long can my purchase be kept frozen?
We recommend enjoying products within 3 months. When kept wrapped in an airtight container or bag, they can last up to 6 months. We cannot guarantee the quality of items held for longer than 3 months in the freezer.
- Can I prepare my order in the microwave?
Yes, we have some products that are microwavable. However, most of our products must be baked, broiled, fried, or grilled. Cooking instructions are included with all products and are also available to view on our website on the product detail page along with recommended preparation methods.
Shipping
- Where is my tracking number?
If you provided an email address when placing your order, you will receive tracking information when your order leaves our warehouse. Please make sure to check any spam or junk filters you may have or log into your Chesapeake Bay Crab Cakes & More account for updated tracking information. Add our e-mail address as a safe sender or contacts to ensure you receive all communications.
- What are my shipping options?
- Standard Delivery: All orders are shipped to arrive within 5 business days* from the selected ship date. Our standard shipping days are Monday-Wednesday. Orders placed after 11am EST on Wednesday will ship the following week. Rest assured, we add the appropriate amount of dry ice in each package so that it will keep the products cold until they arrive.
- Expedited: Orders are shipped to arrive 2-3 business days. Add $8.95 to the standard rates.
- Overnight: Add $24.95 to the standard rates.
For more information visit our Shipping & Ordering page.
- Can I place an order now and have it delivered at a later date?
Whether you order online or by phone, you can specify a later ship date. Please remember that you are selecting a ship date, not a delivery date. Please note, during busy holiday shipping seasons, we do release some orders 1-2 days prior to the requested ship date, and therefore you may receive your order a few days early. We do recommend shipping holiday orders early to avoid busy ship weeks before a holiday.
- How is my order packed?
Perishable orders are packed in styrofoam coolers with dry ice or gel packs. Please do not touch the dry ice directly, it is caustic and can burn the skin. When shipped alone, dry good items may be sent in a corrugated box.
DO NOT TOUCH DRY ICE. USE AN OVEN MITT, GLOVES, OR TONGS.
- Dry Ice Shipments
Dry ice evaporates during shipping. Unlike most solids, it does not melt into a liquid, but instead changes directly into a gas since it is frozen carbon dioxide. If there is none left and your order is refrigerator cold, everything is okay. If there is any dry ice remaining, leave it in the cooler or handle it carefully with gloves and let it dissipate outdoors. If the product is completely thawed, contact Customer Service. Please do not dispose of any item before speaking with Customer Service, as we may arrange to have the package picked up.
- Are your products shipped frozen?
Most of our products are shipped frozen. Some shipments are packed only with gel packs, and some do not require refrigerant. Dry ice may evaporate prior to arrival at your door. This is perfectly normal, as long as the product is refrigerator cold simply store in the freezer.
- Does Salmon/Smoked seafood need to arrive frozen?
Smoked seafood items such as smoked salmon do not ship to arrive frozen. They are packed with gel packs in a cooler. They will arrive chilled and should go directly into the refrigerator (unopened) for use within 2-3 weeks or freezer for up to 3 months. They may arrive frozen when shipped with other items that do require dry ice.
- How do I dispose of dry ice?
Place the Styrofoam cooler outside or in a well-ventilated container and it will evaporate. Please do not place dry ice in your sink as it may cause damage.
- Recommendations for recycling styrofoam coolers
There are many ways to reuse your Styrofoam cooler; here are a few suggestions for our customers.
- Check with your local recycling center to see if they accept styrofoam.
- Use to store Holiday decorations
- Donate to local Meals on Wheels
- Keep in your car to transport frozen groceries
- Break up and use in the bottom of large planters to take up space so you won’t have to use so much soil.
- Do you ship to Alaska or Hawaii?
No, we do not ship orders to Alaska or Hawaii.
- Can I ship to a PO Box?
No, due to the perishable nature of our products, we do not ship orders to PO Boxes. All orders require a physical delivery address.
- Can I re-route a package?
We cannot re-route a package once received by the carrier. This may cause a delay in delivery leading up to defrosted/spoiled items.
- My order arrived early
During peak shipping times, we occasionally need to make decisions based on shipping volumes or weather with our delivery partners. Also, it is always possible that Federal Express or UPS can deliver the package in less days that we calculate. In an effort to ensure your order arrives on time, we reserve the right to ship your order early.
Route Shipping Protection
- What is Route Package Protection?
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so Chesapeake Bay Crab Cakes & More has partnered with Route to offer added assurance that you’re supported, no matter what. Package Protection can be added during checkout but cannot be added after the order is submitted.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Prefer not to use the app? You can also check your emails from noreply@mail.route.com for timely updates about your order status. Haven’t downloaded the app yet? Download here.
Purchased Route's Package Protection and looking to file a shipping issue online? File here.
- Where is my order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery. Be sure to check your Junk or Spam folder for emails from noreply@mail.route.com, just in case they’re filtered there.
- How does Route work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here.
- How does Route process refunds or reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on availability. Unavailable items will be refunded. Reordered items will be reshipped on the next available business day, and customers will receive an order confirmation with the shipping date. Route will cover the cost of any reorders, including shipping, taxes, and Route Shipping Protection.
- What if my order never arrives or is stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
- What if my order arrives damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.
- How do I file a claim for my lost, damaged, or stolen order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. This email is typically sent within a couple of hours after your purchase, so keep an eye on your inbox.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here.
- What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
- Is Route a licensed insurance company?
While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Route Insurance Solutions, which is a licensed insurance producer. This makes Route's Protect product legal and compliant for Chesapeake Bay Crab Cakes & More to offer as shipping insurance to their customers.
Miscellaneous
- Remove me from your mailing list
If the back of your catalog does not show a customer number in the pink box, your name is not in our system. If you do not place an order, your name will automatically drop off the mailing list. If you would like to permanently opt out of any of our future mailing’s e-mail info@cbcrabcakes.com. You can find more information at https://catalogchoice.org/ or https://dmachoice.org/.
- Unsubscribe from SMS text message alerts
To unsubscribe from text messages, please reply 'STOP' to the automated text messages, and you will receive a reply confirming the action taken.
- How can I request a donation?
As a Baltimore based company, we are proud to say we give back directly to our community. All donations are made to the Maryland Food Bank. We regret that we cannot fulfill requests for donations of gift certificates or food items for any charities or fundraisers.
- Contact Us
We are here to help. Please click here to contact us and we will respond within 2 business days.