My ice packs were melted upon arrival - is the food safe?

It’s perfectly normal for gel packs to arrive partially thawed. They’re specially designed to thaw gradually while keeping your meals at a safe refrigerated temperature throughout transit. Our packaging is carefully tested across different climates and seasons to help ensure your meals stay fresh from our kitchen to your door.

Once your order arrives, it must be refrigerated right away for the best quality and food safety.

However, if the gel packs are fully melted — especially if your delivery experienced a delay in transit — this may indicate a temperature control issue. If that happens, please contact our Customer Experience team with photos of the packaging and meals so we can take a closer look and make things right.