I am so heartbroken - the first shipment came frozen solid with FedEx. The second shipment came via UPS and a few packs were frozen, but most were thawed. The third shipment was supposed to arrive on a certain date and I gave it 4 more days then called them to ask if they'd even received the order. Turns out UPS decided the box was too damaged to deliver to me but didn't notify me. I went into the tracking feature and it was in Raleigh for 4 days before they decided it was damaged and "destroyed" the contents. The company got in touch with me and said they would send me a new shipment the next day and use FedEx. I received it the day it was expected, but upon opening it, every single packet was complete mush, completely thawed and HOT to the touch. I emailed the company again and they continue to be apologetic but it isn't on their end - it is the delivery services. They told me even though the product was hot upon arrival it was safe to freeze and serve. I am so nervous every day I give her some. I honestly love this company and the food, especially the PRICES, but I am not going to go through this every month. I assumed that if you were receiving a product that was to be frozen, it would be kept in a refrigerated place at all times. There's no way that happened the last two times. I don't know what else to do, though. It only happened to you once? Did you keep the product or throw it out?