Raw Dog Food Arrived Partly Thawed? What to Check First
By Raw Dogs Dorset ·
If your frozen raw dog food arrives partly thawed but still properly chilled, put it into the freezer promptly and follow the product label and the retailer’s delivery guidance. If it feels warm, the packaging has leaked, or you cannot tell how long it has been out of temperature control, do not feed it while you seek advice from the retailer. A soft outer block alone does not tell you the temperature history of the whole parcel.
Our shipping policy says a frozen order may arrive partially defrosted while still cold, and that suitably chilled products can generally go straight into the freezer. It also asks customers to contact us immediately if an order is warm or its condition is concerning. This guide helps you make that first check; it cannot establish food safety from a photograph or a description alone.
A five-minute arrival checklist
- Bring the parcel inside promptly. Open it when it arrives rather than leaving it in a hallway, outside or in a warm car.
- Check every pack, not only the top one. Note whether the food is frozen solid, partially soft but still cold, or warm. Pay attention to the packs at the edges and in any separate parcel.
- Look for damage. Check for broken seals, leaking liquid, torn packaging or contamination of other items. Avoid direct contact with raw meat and clean any spills.
- Record any concern. Photograph the outer box, insulation, affected packs, labels and delivery tracking, then contact Raw Dogs Dorset immediately with the order number.
- Store appropriately. Put suitably chilled, intact food into the freezer promptly in accordance with its label. Keep it separate from human food; if you are unsure it stayed cold enough, ask us before feeding or freezing it.
Partly soft, still cold, or warm: what is the difference?
| What you find | What to do |
|---|---|
| Frozen solid, intact packs | Place in the freezer promptly and follow the storage instructions. |
| Partly soft but still suitably cold, intact packs | Our delivery policy says these can generally go into the freezer promptly. Follow the product's storage and refreezing guidance; contact us if unsure. |
| Warm food, leaking packs, damage or uncertain temperature history | Set the food aside safely, do not feed it, document the condition and contact us immediately for an assessment. |
Do not rely on smell or appearance to prove raw meat is safe. A thermometer reading may help describe a concern to the retailer, but one reading on the outside of a pack cannot reconstruct its journey. If there are several parcels, check each one separately.
Can you refreeze partly thawed raw dog food?
The answer depends on whether it has remained suitably chilled throughout delivery and what the particular product label permits. Our shipping policy says frozen products that arrive partially defrosted but still cold can generally be put straight into the freezer. It is not permission to refreeze a parcel that has become warm or sat unrefrigerated for an unknown period.
Read the product's storage instructions and our shipping policy. If you are uncertain, send us photos and the order number before feeding the product. Freezing does not remove bacteria that may already be present in raw pet food.
Why careful handling matters
Raw pet food can carry bacteria that may make people or pets ill. The UK Food Standards Agency recommends freezing raw pet food until needed, separating it from food for people, defrosting it in a labelled sealed container away from human food, and washing hands and cleaning surfaces after handling. Take extra care where young children, pregnant people, older adults or immunocompromised people are in the household.
Read the Food Standards Agency's raw pet food handling advice and our raw food storage and defrosting guide for everyday hygiene steps.
What to tell us if a delivery is concerning
Contact us straight away with your order number, delivery time, the condition of the outer packaging and each affected pack, whether the food feels cold or warm, and clear photos. Keep the food safely isolated while we review the issue. Our contact details and current delivery coverage are on the links below.
See delivery and collection or contact Raw Dogs Dorset. If you are planning your next order, our frozen delivery guide explains the local and courier options.
Frequently asked questions
Should every raw dog food block arrive rock solid?
A parcel can arrive with some partial softening and still be suitably chilled, as our shipping policy explains. Check every pack promptly, follow its label and contact us if you are unsure or concerned.
What if the courier has left the parcel in a safe place?
Bring it inside and inspect it as soon as possible. The longer it remains outside, the harder it is to judge whether it stayed cold. Contact us immediately if it is warm or damaged.
Can I leave a questionable parcel in the freezer while I ask?
Keep it isolated from other food and contact us immediately. Do not feed it before the condition has been assessed. Putting warm food into a freezer does not undo earlier time spent warm.
This article explains our current delivery policy and general handling precautions. It is not a guarantee that any particular parcel is safe to feed; the pack instructions, the actual condition on arrival and advice from the retailer determine the next step.