Your meals and broths arrive frozen, packed in insulated packaging and carried in temperature-controlled vehicles. The courier calls you before delivery to make sure someone is there to receive the box.
How we keep it cold
- Cooked, then frozen: every meal is gently cooked in our kitchen and frozen to lock in freshness, with no preservatives.
- Insulated packaging: your packs travel in an insulated box designed to keep frozen food cold on the way to you.
- Cold vehicles: our delivery partners use temperature-controlled vehicles with cold storage.
- A call before delivery: the courier contacts you first, so your box goes into your hands, not onto a hot doorstep.
One customer in Al Khobar wrote in a review that their box arrived frozen solid after 36 hours. That is one customer's experience, not a promise for every delivery, which is why we always ask you to check your packs as soon as they arrive.
What's in the box
- Meals: frozen packs, 500 g for dogs and 150 g for cats, each labelled with the recipe and its date.
- Bone broths: frozen, like the meals.
- Treats: dehydrated, so they don't need the freezer. Keep them sealed in a cool, dry place.
When your box arrives
- Open the box straight away and check that the packs are frozen.
- Put the meals and broths in the freezer.
- Move tomorrow's pack to the fridge so it can thaw slowly (about 12 hours).
- Check the items against your order confirmation email or the Orders tab in your account.
Food safety first: if meals or broths arrived thawed, soft or warm, please don't feed them and don't put them back in the freezer. Refreezing thawed food isn't safe. Keep them aside in the fridge until you've sent us your photos.
If anything arrived soft, damaged, missing or wrong, tell us within 48 hours with your order number and a photo. We'll replace or refund the affected items.
Related
- Unpacking your first box
- How to store, thaw and serve
- My packs arrived soft or thawed
- My order arrived damaged or wrong
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