Our packaging and special insulation have been carefully designed to make sure your meals stay at a safe temperature throughout transit.
Occasionally, the packs may thaw during the journey, but the good news is that you can refreeze them as long as they still feel cold when you unpack them (even if they are completely soft).
Important: please only refreeze the food if it still feels cold when you unpack it. If the food has become warm or has an unpleasant smell, please contact our support before feeding it to your dog.
Here you can find further information
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