The short answer? Yes - absolutely.
If the pouches are cold to touch, they’re perfectly safe to pop straight into the freezer or serve up to your feline friend when they demand it. However, if any pouch feels warm, it should not be refrozen or fed to your cat. If that happens, please reach out to our Customer Love Team, we’ll make it right.
Your Marro box is packed with just the right number of ice packs to keep your pouches chilled during transit. It’s completely normal for the ice packs to thaw while your box is in transit. What’s most important is that the pouches themselves feel cold to the touch when they arrive.
Is it safe to refreeze chilled meals?
Yes. Freezing previously chilled (but not warm) food is a common practice across the food industry and home kitchens. It’s completely safe as long as strict hygiene and handling practices are followed—something we take seriously.
We comply with:
Regulation (EC) 852/2004 – General hygiene rules for food production, including HACCP-based safety protocols.
Regulation (EC) 853/2004 – Additional rules for foods of animal origin, covering safe handling, storage, and freezing processes.
How We Do Things at Marro
To ensure Marro pouches stay safe during shipping and any refreezing, we follow these key practices:
Temperature Control: Meals are frozen and stored in strictly monitored environments until they’re packed.
Time & Temperature Balance: The right combination of freezing time and temperature ensures food safety.
Hygiene First: We keep our equipment and kitchen spotless to avoid any risk of contamination during preparation and packing.
Practical Safety Tips
According to guidance from FoodSafety.gov:
It’s safe to refreeze meals if they still feel cold to the touch (as if refrigerated).
If you notice ice crystals remaining, that’s a good sign the meal has stayed at a safe temperature.
Avoid refreezing food that has become warm or refreezing the same item multiple times.
During warmer months
We carefully monitor weather and courier performance to ensure your pouches arrive cold to the touch, even during heatwaves.
If the pouches are not cold to the touch, just get in touch. We’re always here to help on 0207 123 5808 or meow@marro.com.