Is it safe for frozen foods to arrive partially thawed?

Our fresh frozen diets are shipped to maintain a frozen state and may arrive somewhere between semi-frozen and cold to the touch (generally around 40 degrees fahrenheit). As long as they are refrozen before opening, they are safe for your pet(s) consumption. This condition meets accepted shipping standards & USDA guidelines. Due to constraints on using dry ice for air shipments, orders usually ship overnight with ice packs to maintain a refrigerated temperature if they are shipped overnight. Otherwise, orders are generally shipped UPS ground with 5 lbs of dry ice per day in transit to ensure your order arrives safe. The dry ice sublimates in full just before delivery - we strive for this since dry ice is a hazardous material that can cause burns if touched. We audit our shipping processes regularly to abide by industry safety standards. If you have concerns about the temperature of your delivery, a picture of the temperature-sensitive label can help verify its condition upon arrival.

1. Transit Times and Tracking Details:

The tracking status may show several days in transit, but this does not necessarily reflect the time your product has been in motion. Labels are often created ahead of time, and in some cases, packages may be retrieved from UPS due to factors like weather delays. When this happens, we replenish the dry ice to ensure the product remains safe for delivery.

2. Dry ice & Packaging:

Our frozen products are shipped with 5 lbs of dry ice per day of transit, designed to last the entire journey.

The package is engineered to arrive with all the dry ice sublimated (or nearly so) and the food cold to the touch. This condition is safe for immediate freezing or refrigeration, adhering to USDA standards.

Dry ice sublimating fully just before delivery is intentional, as direct contact with dry ice can cause burns.

3. Safety & Quality Assurance:

The food is flash frozen after a rigorous kill step that eliminates harmful bacteria, ensuring its safety when properly stored upon receipt as long as its cold to touch. UPS may also utilize frozen facilities for perishable shipments during transit, providing additional protection.

4. If You're Still Concerned:

When your shipment arrives, please check the condition of the product. If you have concerns, send us a photo of the items, including the temperature-sensitive labels on the package. These labels allow us to verify whether the product has remained safe during transit. We take every precaution to ensure your pet's food arrives in excellent condition.

If you have further questions or need assistance, don’t hesitate to contact us.

Thank you for choosing us to provide nutritious meals for your pet!

Is it safe for frozen foods to arrive partially thawed?Updated 2 months ago