You may notice changes in your meal delivery packaging from time to time—such as fewer gel packs, different gel pack placement, or different insulation. We understand this can be concerning, and we’re here to explain why this happens and what it means for your meals.
Why the number of gel packs and type of insulation can vary
Our packaging is not one-size-fits-all. Our team uses extensive thermal testing to determine exactly how many gel packs and what kind and amount of insulation your order needs to stay fresh during transit.
Because outdoor temperatures and shipping conditions change throughout the year, you may notice:
- Fewer or more gel packs than usual
- Gel packs placed differently (for example, not on top)
- Thinner or different insulation
These adjustments are intentional and based on seasonal conditions to ensure your meals stay at a safe temperature. We select the appropriate combination of ice and insulation for each delivery depending on the weather in your zipcode that week and the weather your shipping carrier will experience as the package is en route to you.
How our insulation works
You may notice paper-based insulation in your box during the cooler months. While it may look thinner or different than other materials you are used to, it is thermally tested and designed to maintain safe temperatures during transit.
We also occasionally introduce new packaging materials or retire older ones as we continue improving performance and sustainability. You can learn about how to recycle our packaging materials here.
How your meals are packed
To keep everything as cold as possible during transit, vacuum-sealed proteins are always packed under the meal trays and directly on the gel packs. This layout helps keep the most temperature-sensitive items as cold as possible.
- The proteins may occasionally slide around during transit. As long as the ice packs are at least 50% frozen and there is no damage to the vacuum package, the protein should still be safe to enjoy.
What if a gel pack leaks?
If you receive a leaking or ruptured gel pack, there’s no need to worry:
- Gel packs are 99% water and are non-toxic and non-caustic
- As the gel melts, it absorbs heat and helps keep your food cool
- If any gel gets on your meals, simply rinse it off
Your meals should still be safe to enjoy as long as they arrived cold and the content of the gel pack is still mostly gel.
Why we make these changes
By tailoring packaging each week, we are able to:
- Maintain food safety and quality
- Reduce unnecessary packaging
- Adapt to changing weather conditions
- Continuously improve our materials and sustainability efforts
Still concerned?
If your order arrived warm, damaged, or you have any doubts about freshness, please reach out to our support team via chat in the app or at my.tovala, or email us at support@tovala.com—we’re always happy to help. Please note, our teams do ask you to share pictures of any packaging concerns for reporting and research purposes.