# What should I do if my items arrive warm or thawed?

> The meals should be frozen at all times Do not use any packet that is thawed If your order arrived thawed please contact us and well be happy to send a r

Source: https://onceuponafarm.kustomer.help/en_us/what-should-i-do-if-my-items-arrive-warm-or-thawed-ByYV8WRHo

Last updated: 2026-04-02T18:47:46.640Z

We pack and ship our products with freshness and food safety in mind, but occasional shipping delays can affect temperature during transit.

If your refrigerated pouches arrive warm (not cool to the touch) or frozen meal starters are thawed, please do not feed the affected blends or meals to your child ⚠️!

Refrigerated Oat Bars are the exception and may remain unrefrigerated for up to 7 days 👍.

**What to Do Next 📝**

*   Take photos of the affected items and the shipping packaging 📸
    
*   Note whether the products feel warm, cool, or fully thawed
    
*   Contact our Care Team at [care@uponafarm.com](mailto:care@uponafarm.com) as soon as possible 💛. Include the order number and/or name on the order.
    

Our team will review the details and help determine next steps, which may include a replacement or refund of the affected product.

Your child’s safety is always our top priority, and we truly appreciate you reaching out if something doesn’t seem right 💚! We're here to help.