Our eco-friendly insulated boxes are designed to keep our fresh food at temperature for up to 48 hours from packing – no matter the weather. As long as they’re cold to the touch, your trays can be put back in the freezer when you get home, even if they’re not frozen solid.
We know it might seem strange to refreeze thawing food, but we’re confident cold trays are safe to be re-frozen. This is because all our fresh food is vacuum sealed, gently cooked, and then frozen. The trays thaw slowly in a controlled environment (with our wool insulation and ice packs) rather than quickly in a microwave
This combination makes it extremely hard for microbial growth to grow in the short window before being refrozen. And freezing the trays stops any bacteria in its tracks.
👉 Read more about why it's safe to refreeze thawing trays here.
In extremely hot weather
If your delivery is delayed, or your delivery has been left outside while you’re not in, the first thing to do is check the temperature of your trays. Even if the food is soft, as long as it's cold, it will be safe to put back into the freezer and defrosted as normal. In the fridge, they’ll last for up to 10 days or 2 days once opened.
For food that's warm to the touch
If during extreme hot weather, or if your box has arrived outside our 48 hour delivery window, some of your cat’s trays aren't cold to the touch, we don’t recommend feeding them. Please get in touch with our Cat Experts as soon as possible and we’ll get this sorted for you.
Why do you only put ice packs at the top of the box?
Why are the ice packs placed at the top of my box?
Our boxes are carefully designed and tested to keep your cat's food safe and chilled throughout delivery.
The ice packs are placed on top of the food as part of our standard packing process. This arrangement helps maintain the temperature of the food during transit and is used consistently across all deliveries.
The trays at the bottom of my box feel softer than the trays at the top. Is that normal?
Yes. It's normal for some trays, particularly those at the bottom of the box, to feel softer than others when your delivery arrives.
As long as the trays are still fridge-cold to the touch, they are safe to refreeze and use as normal.
Can I refreeze trays that feel soft?
Yes. If the trays are fridge-cold to the touch when they arrive, they can be placed straight into your freezer.
What should I do with softer trays?
Many cat parents choose to place any softer trays directly into the fridge and use them first.
Once thawed, our food can be stored unopened in the fridge for up to 10 days.
Can you place an ice pack at the bottom of my box instead?
We're unable to customise the position of ice packs within individual deliveries unfortunately. All boxes are packed using the same carefully designed process to help ensure consistency and food safety across every order.