What If My Ice-Pack Was Melted?Updated 2 months ago
Why did my ice pack melt?
It’s normal for gel packs to be wholly or partially melted upon arrival—this means they’re doing their job of keeping your box cold. Our carefully designed insulation ensures that your meals stay at safe, refrigerated temperatures, no matter the season or climate.
To maintain freshness, we recommend transferring your meals to the refrigerator as soon as they arrive. All proteins should be at or below 5°C upon delivery. If any items exceed this temperature, please discard them and reach out to our Customer Care Team—we’re here to help!
How do you ensure meals stay at safe temperatures during delivery?
Your meals are transported in a refrigerated and monitored truck, using the same trusted delivery courier as Australia’s largest food companies. Our temperature logs monitor that deliveries are kept within the recommended refrigeration range of 0°C to 5°C.
How long can my meals stay outside once delivered?
Our meals have been tested to remain safe for up to four hours outside in various weather conditions.
To maintain freshness, we recommend transferring your meals to the refrigerator as soon as they arrive. All proteins should be at or below 5°C upon delivery. If any items exceed this temperature, please discard them and reach out to our Customer Care Team—we’re here to help!
How do I know if my meals have been compromised?
Check for these signs:
- The foil liner is missing or not intact.
- Meals without fresh salad components (e.g., kale, onion) appear bloated.
- Opened meals have a sour or vinegary smell.
If you notice any of these signs, do not consume the meals and contact our Customer Care team for assistance.