The reason for food arriving defrosted is generally down to a delivery delay. If your pet's food feels cold to the touch or it's temperature is 4°C or less when it arrives, it's OK to pop in the freezer. If it's totally defrosted, please get in touch with our helpful Customer Care team at 01738 505031 or hello@bellaandduke.com, who will arrange for a replacement. Customer Care open times are Mon - Fri: 0900 - 18.00 + Sat: 09.00 - 17.00.