We're sorry, your food should arrive frozen. Please don't feed or refreeze packs that arrived soft, thawed or warm. Send us your order number and a photo within 48 hours of delivery and we'll replace or refund the affected items.
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.
What to do right now
- Check every pack. Put any packs that are still frozen hard straight into the freezer.
- Set the soft packs aside in the fridge, separate from your other food. Don't feed them and don't refreeze them.
- Take photos: the soft packs, the box and packaging as it arrived, and a label showing the recipe and date.
- Message us within 48 hours of delivery with your order number, the photos, and how many packs are affected.
What to send us
- Your order number
- Photos of the affected packs and the box
- Which recipes and how many packs arrived soft
- Roughly when the box was delivered, and whether you received it in person
What we do
Our team reviews your report and replaces the affected packs at no extra cost, or refunds them where a replacement isn't possible. Refunds go back to your original payment method; banks usually take 7 to 14 business days to show them. We'll tell you when we're done with the soft packs.
Frozen, soft or thawed: how to tell
| What you find | What to do |
|---|---|
| Packs frozen hard | Straight into the freezer. All good. |
| Packs soft, thawed or warm | Don't feed, don't refreeze. Photo and message us. |
| Some frozen, some soft | Freeze the hard ones, report the soft ones. |
| Treats | Treats are dehydrated, not frozen, so they're meant to arrive at room temperature. |
Avoid this by being ready for the courier's call, and opening and freezing your box as soon as it arrives. See what if I'm not home.
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