Occasionally pouches may begin to thaw during transit. However as long as they're cold to the touch upon unpacking (even if soft), you can refreeze them.

Our meals are safe to refreeze because they are cooked meat, not raw, and have defrosted under controlled conditions rather than via a microwave or warm water.

Alternatively, you can put any thawed, cold meals into the fridge. They remain fresh for up to 5 days refrigerated (two days once opened).

As fellow pet parents, we assure you that we've fed thawed or thawing pouches to our own dogs without issue. In the rare event that your dog's pouches arrive warm, please contact our Customer Love team, and we'll resolve the matter promptly.