Sheri F.
Thawing food and overdue delivery
I was waiting for my second order which was delayed . When the box arrived the outside was damp and there were no cold packing materials in the box. One of the packs of food was entirely defrosted and the others were still frozen but defrosting. I've discarded the one that was entirely thawed . An email said it was delivered at around 8 today, but it was not. A later email put delivery at around 3, which was when I went out to retrieve the box. My puppy likes the food, but I cannot continue if the food is not properly packaged. It is an issue of both safety and expense. What would you suggest? Sincerely,Sheri
Response from Chi DogSep 29, 2026
Hi Sheri, Thank you for sharing your experience with us, and we’re very sorry for the concern and inconvenience caused by the condition of your delivery. We understand how concerning it is to receive a package without any remaining cold-packing materials, especially when one of the food trays had completely thawed. We’re glad to hear that your puppy enjoys the food, and we certainly want you to feel confident in its safety and quality. We’d like to look into the shipment and delivery conditions further and assist with the affected tray. Please reach out to our Customer Support team with your order details so we can review this with you and determine the best way to assist. Thank you for bringing this to our attention, Sheri. We appreciate your feedback and the opportunity to address your concerns. Best, ChiDog Team