My caviar arrived as expected, but the ice packs are melted. Is it spoiled?

Melted gel ice packs upon delivery are normal and are not necessarily an indication that your product has spoiled.

Our products are shipped in insulated packaging specifically designed to maintain safe temperatures throughout transit. It is common for gel packs to thaw during shipment while still keeping the product adequately chilled.

If the caviar tins or jars feel cool to the touch upon arrival, the product remains safe to consume.

If the product does not feel cool upon arrival, appears compromised, or you have concerns regarding its condition or quality, please navigate to our Help Center and select "Submit a Request." Complete the Damaged / Perishable Items form and select the issue type that best describes your concern, such as "Warm Item(s)," "Quality Concern," or "Expired Item(s)." Please include photos of the products and packaging so our Customer Service team can review your request.