We put just the right amount of insulation and awesomeness in your box so it arrives safe and ready to go : ).
If you're not going to be home when your dog's box is delivered, that's no problem! Our boxes are safe for up to 48 hours in transit because the insulation and cooling materials keep them nice and chilly. That means if your box is left in a safe place or with a neighbour, you can just pop the pouches into the fridge or freezer when you get home.
As much as we try to customize delivery options, you are responsible for communicating any delivery changes prior to your cut off date that is on your account page or in your email notifications. This helps us avoid food waste and reduce any extra costs. Any reshipments or custom delivers will be subject to a delivery fee to cover fuel surcharges that we receive from our courier partners (i.e. FedEx, Purolator, etc.).
IMPORTANT: We always make sure we freeze our packs for safe transport (they are vacuum sealed to be air tight which makes them perfect for refreezing). If any pouches have thawed when you unpack the box, they're completely safe to refreeze as long as they're cold to the touch. We've done lots of testing on this, and we'd never suggest something we weren't comfortable doing ourselves, including our scientists and vets!