There was an issue with my order — delayed, lost, incorrect. What do I do?

Updated Sep 30, 2026

Tap “Report a problem with my box” on the tracking page, or contact us. Photos help. If anything arrives thawed, the Cold Promise covers it: we replace it or refund it.

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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.