It’s normal for the gel packs to be melted by the time they arrive. They release cold air into the box as they melt. As long as the gel packs are cold to the touch, your meals are fresh and ready to be enjoyed!
The insulation we use keeps our boxes (and the contents within) at refrigerated temperatures for a long time. We’ve thoroughly tested them in all seasons, and across all climates.
The cold air does dissipate quickly when you open the box though, so you should transfer your meals to the fridge immediately.
Your food should be good to go when it arrives, but if you have any reason to believe that the meals have gone bad, let us know immediately and we’ll take care of you.