Packaging Updates
To our customers, new and old,
For the past several months we began seeing an increase in damaged or leaking pouches, well beyond the occasional seal issues that can happen with any vacuum-sealed food. Any disconnect between the quality of our food and the packaging protecting it is not acceptable to us. We take quality and customer experience very seriously, and we’re truly sorry that lately we have fallen short.
To address these ongoing issues, we have brought in outside experts and equipment specialists to review our entire process. Evermore team members have been on-site working directly with kitchen staff to help monitor and improve sealing, handling, inspections, and shipping protocols. We have also taken the additional step of having our fulfillment company flag and remove any pouches with obvious damage. Through this work, we’ve also confirmed that the issues we’ve seen are unrelated to our recent shift away from retail boxes.
We are seeing meaningful progress and a real reduction in the number of problematic pouches, but we are not yet back to our baseline.
We’ve also heard your feedback about storage and stacking. Although we won’t be returning to our previous boxed packaging, we are actively working on sourcing improved pouches that store and stack neatly. Our goal is to have these issues fully resolved by the end of Q1 2026.
In the meantime, we want you to know that we have lab tested numerous damaged, torn, and frost-bitten pouches. While we’re not asking you to feed anything with frostbite or damage, we do need to be certain that the food leaving our warehouse is safe for consumption. Independent lab results confirm that the food inside is safe when handled properly, and we will continue this testing as part of our standard safety protocols.
That said, we understand that safety and comfort are not the same thing. If you are uncomfortable feeding a leaky pouch for any reason, we will make it right immediately with a refund or credit. Please send a quick photo and date code to help us track what’s happening.
For now, we recommend thawing pouches on a plate or in a container to avoid potential messes.
We’re grateful for your patience and feedback as we work through this.
With gratitude,
The Evermore Team