The packaging is damaged or bloated.

If the product is bloated or the primary packaging (the plastic) is damaged, reach out to support.uk@juicymarbles.com and please provide pictures. If only the box is damaged (not the plastic), it is unfortunately due to poor handling during shipping, but the product is safe to consume. We’re always working with our shipping partners to minimize these situations.

The products arrive thawed.

If the product arrives partially or completely thawed but cold to the touch, you can still store it in the fridge at +4°C —+8°C, or freezer at ≤ -18°C.