We've carefully designed our packaging to make sure that your dog's pouches are at a safe temperature when they arrive with you, even if they've started to thaw. Our golden rule is that as long as a pouch is cold to the touch when you unpack it (even if it's completely soft) it's safe to feed to them. You can also pop any thawed but cold meals back into the freezer too, or straight into the fridge if you prefer.
As pet parents with our own Butternutters, we can reassure you that we've often fed thawed or thawing pouches to our dogs with no ill effects at all - we've done plenty of testing on our packaging and meals to ensure this is totally safe.
In the unlikely event that your dog's pouches aren't cold to the touch when they arrive, get in touch with our Customer Love team and they'll make this right for you.