If frozen food looks partially defrosted, can I still accept the food delivery?

Date modified: 22nd September 2025 | This FAQ page has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email. Or book a demo to see how hospitality businesses use Pilla to manage food safety.

No, you should reject any frozen deliveries that show signs of defrosting or refreezing. This can seriously affect food quality through freezer burn when the product is refrozen. The target temperature for frozen deliveries should be -18°C or slightly below, and you should never accept deliveries above -15°C.

Make sure to check between packs with a clean, sanitised probe thermometer (without piercing packaging) to verify the temperature.

Common misunderstanding: If frozen food is still cold to the touch, it's safe to accept the delivery even if it appears partially defrosted.

The tactility of the product is not a reliable indicator of its safety. The temperature at which the food is stored is crucial in preserving its safety and quality. Even if the food feels cold, it may have been exposed to temperatures that allow bacterial growth. Always use a thermometer to ensure the temperature meets safety standards.

Common misunderstanding: It's okay to refreeze food items if they have only thawed slightly during delivery.

Refreezing partially defrosted items can lead to significant degradation in food quality, including texture changes and freezer burn. Additionally, any bacteria that began to grow during the thawing process won't be killed by refreezing, which can pose a safety risk. Always reject items that do not meet the required temperature upon delivery.

What if only one or two items in the delivery look partially defrosted but everything else is fine?

You should still reject those specific items even if the rest of the delivery is acceptable. Any stock that fails to meet temperature specifications or quality standards must be rejected at the point of delivery. Make sure to contact your supplier about the rejected items.

Label the rejected items clearly as "not for consumption" and store them separately while awaiting disposal or return to prevent any risk to other products.

Common misunderstanding: As long as the majority of the delivery is within the correct temperature range, the entire shipment is safe to accept.

Each item in a delivery must independently meet safety and quality standards. Accepting partially defrosted items can lead to contamination risks that affect other products. It's essential to evaluate and reject any item that doesn't meet the necessary temperature conditions to ensure overall food safety.

Common misunderstanding: If only a few items are partially defrosted, they can be used immediately to avoid waste.

Using items that have been partially defrosted can still pose health risks if bacteria have begun to grow. Immediate use does not guarantee safety. It's safer to reject these items and communicate with the supplier for replacements to maintain food safety standards.

The delivery driver says it will still be fine if we put it straight in the freezer - should we accept it?

No, you should not accept the driver's assurance. Maintaining the cold chain is critical for food safety. Once frozen food has started to defrost, the quality and safety can be compromised. Verbal assurances are not acceptable - you must follow proper food safety protocols and reject any frozen deliveries that don't meet the required specifications.

Common misunderstanding: A delivery driver's experience and verbal assurance are sufficient to guarantee the safety of the food.

While delivery drivers may have experience, food safety relies on objective measures rather than subjective assurances. The cold chain must be rigorously maintained, and only deliveries that meet specified temperature requirements should be accepted. Always verify temperatures independently to ensure compliance with safety standards.

Common misunderstanding: If food is immediately placed back in the freezer upon delivery, it negates any temporary temperature deviations during transit.

Once the cold chain is broken, even temporarily, the integrity of the food can be compromised. Bacterial growth can occur during these temperature deviations, and simply refreezing the items does not reverse this risk. It's essential to reject deliveries that do not maintain constant, safe temperatures throughout transit.

UK Official Guidance

USA Official Guidance

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How do I know if poultry is fresh when it arrives from a supplier?

To ascertain the freshness of poultry upon delivery, check for the following attributes: The skin should be creamy in colour and free from blemishes or bruises.

How do I know if meat is fresh when it arrives from a supplier?

To determine if meat is fresh upon delivery, look for these signs of freshness: (1) An even red/brown colour on all meat surfaces. (2) Moistness to the touch but not slimy.

What temperature should frozen deliveries be when they arrive?

Frozen deliveries should arrive at a temperature of -18°C or colder, up to a maximum of -15°C.

How do I know if fish is fresh when it arrives from a supplier?

To determine the freshness of fish upon delivery, look for several key indicators: Bright, not sunken eyes; firm flesh with a fine layer of sea slime; red-coloured gills; scales that are difficult to remove and appear fresh, not dry; and a neutral to slightly oceanic smell without strong fishy odours. Additionally, fish can be considered fresh if it is flash-frozen immediately after catch and properly thawed, as quick freezing preserves its quality.

How do I know if vegetables are fresh when it arrives from a supplier?

To assess the freshness of vegetables delivered from a supplier, check for firmness, absence of mold, a fresh smell, and an absence of blemishes, bruising, or discolouration.

How quickly do I need to put food deliveries away?

Food deliveries should be transferred from the delivery point to storage areas within 15 minutes, including the time needed for unboxing.

What should I do if chilled food arrives above 8°C from a supplier?

If chilled food arrives above 8°C from a supplier, you must immediately reject the delivery and inform the supplier. This temperature exceeds the critical food safety limit of 8°C.

Do I need to keep delivery paperwork from food suppliers?

Yes, retaining all delivery notes and invoices from your food suppliers is essential.

What should I check on tins when they arrive from a food supplier?

When receiving tins from a food supplier, inspect for these key points: (1) Ensure there is no rust on the tins, as it may indicate compromised metal integrity.

What if the food supplier sends different products than what we ordered?

When a supplier substitutes products, it is important that the changes are clearly documented in writing. Verbal notifications are not acceptable.

Can I accept food from a supplier that's close to its use-by date?

No, you should not accept deliveries that are close to their use-by dates. Ensure use-by dates have a minimum of 5 days remaining and best-before dates have at least 1 month remaining.

What if I find pest damage in a food delivery?

If you find pest damage in a food delivery, immediately reject the affected items.

Do I need to take temperatures between packages in food deliveries or can I pierce them?

You must always take temperatures between packs of food using a clean and sanitised probe. Never pierce the packaging to take a temperature as this can compromise food safety and product integrity.

What's the minimum use-by date we should accept on a food delivery?

For food deliveries, ensure that products have at least 5 days of usage remaining on their use-by dates.