What if my box arrives late or thawed?

We completely understand that shipping delays can happen, which is why every order is packed with enough dry ice based on standard transit times, plus a buffer for unexpected delays!

It's not uncommon to have some thawing during transit, especially during the warmer months, but as long as the food still feels cool to the touch, it’s safe to refreeze and use. Most customers find that simply feeling the packaging is enough to tell if it has stayed within safe refrigerated temperatures (at or below 40°F).

In the rare case that any part of your order arrives completely warm with no coolness left, please contact us right away. Be sure to take photos of the packing materials, any dry ice bags (even if they’re empty), and the warm packages. This ensures we can make it right as quickly as possible!