Help Center › Returns & the Cold Promise

My item arrived damaged or thawed. What should I do?

Updated Sep 30, 2026

Take a photo, then tap “Report a problem with my box” or contact us. That starts a Cold Promise claim; we reply within two hours during business hours, next business day otherwise.

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Write to us and it lands with our support team as a case. During business hours (Mon–Fri 8 am–6 pm Central) we answer within two hours; outside them, the next business day.