We work with our shipping partners to do everything possible to have meals delivered on your scheduled delivery day. In the event that your meal box experiences a 1 or 2 day shipping delay, don’t worry — your meals may still be safe to enjoy. And if there is an issue, we will work with you to make it right.
As long as the outer box is not damaged and your ice packs are at least half frozen, the meals are safe to eat.
However, if the ice packs are mostly melted or if your delivery is 3 or more days late, please reach out to us and include a photo of the melted ice packs and the box insulation so we can assist you further.
Please submit a help request at the support link HERE. Select "Issue with Meal Delivery" and continue to fill out the requested information and submit the photo of your shipment.
You can also reach out to us via email at support@tovala.com (include the ice pack photo), via chat in the Support tab of the Tovala app, or via phone at 312-818-4437 (9am-6pmCT M-F).
In the unfortunate event that your Tovala Meals are misdelivered, not delivered at all, or are stolen, please contact us at support@tovala.com so we can look into the situation.