We dispatch our frozen raw food trays in polystyrene boxes with gel packs and/or ice mats to help to keep them frozen (which can be difficult particularly in summer months or if there are courier delays). We recommend ordering in high quantities so that there is a sufficient bulk of food to keep frozen in transit (full box orders should remain frozen for 48 hours in transit). Some trays may arrive partially defrosted (similar to driving home from a supermarket). We recommend keeping those in the fridge to be eaten within 1-2 days or refreezing straight away. If the food is already above 6°C or you feel uncomfortable feeding it then we will refund you for the amount of food that you have to throw away. We cannot send replacements unfortunately as we cannot guarantee that the same thing will not happen again. We would recommend buying from your nearest local stockist in those circumstances.