Shae P.
No insulated packaging = hot wet food
You really need to do better with your packaging. Not only did the box arrive damaged and partially open, even though the box was immediately retrieved from outside, everything inside was hot. The only packaging was one measly strip of bubble packing over the top (nothing on bottom or sides). This has been the same on all my deliveries. It's the middle of a heat wave. It's 118 in Phoenix. You say you're cat people, but you ship me hot wet cat food with no insulation? I'm concerned about giving this to my cat. Do better, please. Let's get at least some level of insulation.
Response from Cat PersonJul 21, 2021
Hi Shae! We're so sorry to hear that your order arrived in a less-than-ideal state. That's definitely not the kind of experience we want for our customers. We very much understand your concerns about the food being exposed to summer temperatures. To give some context, the way we prepare our food actually keeps it safe, even from extended shipping times in high heat! For our wet food, the meat is placed in the cup, the cup is sealed, and then, the meat is cooked right in the cup. This ensures that your food is sterile, shelf-stable, and safe to eat, as it remains sealed until you receive it. Because of our processes, we expect the food to arrive safe, normal, and useable, even in hot weather. Once you've opened a cup of wet food, however, you should cover and refrigerate any unused portions for up to two days. Once you've opened a bag of dry food, you should reseal it and store it in a cool, dry place. If you still feel that your food is off, just let us know by emailing us at [email protected] and we can help you out!