DeliveredMy order arrived thawed or warmer than expected
We test our packaging throughout the year and adjust it for the season, and it’s normal for frozen items to partly thaw in transit. Products that need refrigeration are safe to enjoy as long as they arrive cool to the touch.
If your food arrived warm or you don’t believe it’s safe to eat:
Don’t throw anything away yet.
Take photos of the outside of the box, the packaging inside and the affected items.
Email [email protected] within 72 hours of delivery with your order number and the photos.
Our Cold Promise: if your order arrives thawed and unsafe to eat, and you tell us within 72 hours with photos, we’ll make it right — usually with a reship or a refund for the affected items.
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