What if my food has partially thawed?Updated a year ago

The food is shipped completely frozen on dry ice. If the dry ice in your box has evaporated, but the food is still frozen, don't worry - that's totally normal. Store the food in the freezer and recycle the box it came in.

If some or all of your food has defrosted, but is still cold to the touch, it’s 100% safe for your dog to eat. However, we’ve noticed that refreezing a thawed bag might cause pieces to cluster together, making it harder to serve. If this happened to your box, get in touch with our team so that we can get your order taken care of.