We ship each ButcherBox with a carefully calculated amount of dry ice, which creates a freezer like environment inside the box. It's not unusual for the dry ice to be completely evaporated on the shipped for date, leaving just an empty bag. As dry ice evaporates, it mixes with the air inside the box and continues to keep the meat solid even after it's completely gone. When delivered on time and retrieved within 12 hours of delivery, your ButcherBox meats should be solid and ready to place in the freezer or fridge to thaw.
In accordance with USDA Freezing and Food Safety Guidelines, meats that are frozen, partly frozen (solid), or refrigerator cold (below 40 °F), can be placed into the freezer for later use. You should immediately discard meat that is above 40 °F or meat that is exactly 40 °F that may have been so for more than 2 hours.
As we aren't able to physically inspect your ButcherBox, we recommend you check the internal temperature of any meat that isn't solid and discard anything that isn't at a safe temperature for consumption. If you are able to do so, please include photos of the damaged delivery (including the shipping box if it there was any physical damage). Photos are extremely helpful for quality control and addressing packaging issues, etc.
Please email [email protected] and let us know if any and which items do not meet the above guidelines and we'll be happy to take care of this for you.