Our packaging and logistics team conducts regular ship tests to challenge the durability and wear and tear of our packaging. We have also identified our boxes as fragile with our shipping carriers, with the appropriate “Handle With Care” communication printed on the outside of our box.
Additionally, our meal packaging has been designed and tested to keep meals cold throughout their delivery. We select the appropriate combination of ice and insulation depending on your zipcode's weather (and the weather your carrier will experience en route to you).. As long as your ice packs are at least half frozen when your box arrives, your food should be safe to consume. It's normal for ice packs to start to melt before you open your package–in fact, the melting ice is what absorbs heat and keeps your food cold.
To make sure our customers receive the best possible delivery experience, we are in constant communication with our partners to provide both direct and indirect feedback from our customers and their experience receiving our meals.