It’s normal for the gel packs to be slightly melted by the time they arrive. They release cold air into the box as they melt. 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.
Meals should arrive at a temperature of 41 degrees Fahrenheit or below. If your meals arrive above this temperature, please discard the meals and contact our Customer Experience team.