Frozen favorites, carefully packed for the journey
From bitterballen and kroketten to other hard-to-find Dutch favorites, some things simply belong in the freezer.
Shipping frozen groceries takes a little more care than sending a box of stroopwafels. That is why eligible frozen orders are packed separately, protected with insulated packaging and frozen gel packs, and prepared for next-day carrier service.
How we ship your frozen order
Kept frozen until packing
Your products remain in our freezer until we are ready to prepare your order. We pack frozen orders as close to carrier pickup as possible to limit unnecessary time outside frozen storage.
Packed in an insulated cooler
Frozen products are placed inside a thick-walled insulated foam cooler. The cooler helps protect the contents from outside temperatures while the package is in transit.
We also use protective liners and absorbent materials where needed to help manage condensation and keep your shipment secure.
Surrounded with frozen gel packs
Frozen gel packs are placed around and above the products to help maintain a safe cold temperature during the journey.
The quantity and placement of the gel packs may vary depending on the size of your order, the products inside, the destination, and expected weather conditions.
Protected by a sturdy outer box
The insulated cooler is placed inside a durable Lowlands House shipping box for additional protection while it travels to your door.
Prepared for next-day delivery
Frozen parcel orders are prepared for an eligible next-day carrier service rather than ordinary ground shipping.
Frozen shipping availability may depend on the destination, expected weather, carrier availability, and the products in the order.
We carefully choose when frozen orders leave
Frozen packages should not spend a weekend sitting inside a carrier facility.
We generally dispatch frozen orders from Monday through Wednesday. Orders placed later in the week may remain safely stored in our freezer until the following Monday or another suitable shipping day.
Why might my order be held?
- The package could remain in transit over a weekend or holiday
- Severe weather could affect the route
- A reliable next-day carrier service is not available
- Temperatures or carrier disruptions create an unnecessary risk
- The order was placed after the frozen-shipping cutoff for the week
Holding an order does not mean it has been forgotten. It means we are keeping it safely frozen until there is a better shipping window.
We will communicate with you if the planned shipment timing changes materially.
If something does not look right
We take frozen shipping seriously, but carrier delays, damaged packages, and unexpected weather can occasionally happen.
Please contact us as soon as possible if:
- A product feels warm
- A measured product temperature is above 40°F
- The insulated cooler or outer box is badly damaged
- Packaging has opened or leaked
- The shipment arrived substantially later than expected
- You are uncertain whether a product is safe to store or consume
To help us resolve the issue quickly, please include:
- Your order number
- The time the package was delivered
- The time you opened it
- The measured product temperature, when available
- Photos of the products, gel packs, insulated cooler, outer box, and shipping label
Please do not taste a product to determine whether it is safe.
Contact our support teamWhat to expect when your order arrives
Frozen products do not necessarily need to arrive rock-solid to remain safely cold.
When you open your package, the products may be:
- Completely frozen
- Partially frozen
- Softened but still containing ice crystals
- Thawed but refrigerator-cold at 40°F or below
The gel packs may also be partially or completely thawed by the time your order arrives. This does not automatically mean there is a problem. The condition and temperature of the food are more important than whether every gel pack is still frozen.
When your package arrives
- Bring the package inside promptly.
- Open the insulated cooler as soon as possible.
- Inspect the products and packaging.
- Place frozen products in your freezer immediately.
- Follow any storage or preparation instructions shown on the individual product.
When possible, arrange for someone to be home when your frozen order is delivered. Avoid allowing the box to remain outside, especially in direct sunlight or warm weather.
Checking the temperature
A food thermometer is the most reliable way to check a product that does not feel frozen when it arrives.
Frozen or ice crystals are still present
Place the product in your freezer promptly and follow the product's storage and cooking instructions.
Fully thawed but 40°F or below
Keep the product cold and review the storage guidance provided for that specific item. Contact us if you are uncertain whether the product should be refrigerated, refrozen, or discarded.
Above 40°F
Do not eat or taste the product.
Take a few photos, keep the packaging, and contact us as soon as possible so we can help.
When in doubt, choose safety and contact us.
Frequently asked questions
Will everything arrive completely frozen?
Not necessarily. Our products leave us frozen and are packed with insulation and frozen gel packs. Depending on the destination, outside temperature, delivery timing, and individual product, some items may arrive partially frozen or thawed but still safely cold. A product arriving softened does not automatically mean it is unsafe. Check for ice crystals or use a food thermometer to confirm that it is 40°F or below.
Why do you use gel packs?
Frozen gel packs provide clean, contained cooling without the additional handling requirements associated with dry ice. We only intend to offer gel-pack parcel shipping for products that are suitable for this method. Products that must remain completely frozen throughout transit may be restricted to local delivery, pickup, or may not be available for parcel shipping.
Why is frozen shipping more expensive?
Frozen orders require an insulated foam cooler, multiple frozen gel packs, protective liners and packing materials, additional packing time, and expedited carrier service. We work to use an appropriately sized package and a suitable eligible carrier service for the order. Any frozen-shipping charge will be shown before the order is completed.
Can frozen and shelf-stable products be ordered together?
Yes, in most cases. Depending on the contents and size of the order, shelf-stable products may be placed inside the insulated shipment or sent in a separate box. We will communicate clearly if an order requires separate handling or more than one shipment.
Why is my frozen order not shipping immediately?
We may hold frozen orders to avoid weekends, holidays, severe weather, or carrier delays. The items remain in frozen storage while they wait for the next suitable dispatch window.
Do you ship frozen items everywhere in the United States?
Frozen shipping availability depends on the destination, product, weather, and availability of a suitable expedited carrier service. Some destinations may not be eligible. Contact us before ordering if you are unsure whether frozen shipping is available to your address.
Can my frozen package be left outside?
We strongly recommend arranging for someone to receive the package. When that is not possible, choose a cool, shaded, and secure delivery location and bring the package inside as soon as possible. Lowlands House cannot control how long a delivered package remains outside after the carrier completes delivery.
What if the carrier is delayed?
Check the tracking information first. When we become aware of a significant carrier delay, we will do our best to contact you with appropriate next steps. Once the package arrives, inspect the products and check their temperature before storing or consuming them. Do not eat or taste any perishable item that arrives above 40°F.
Can I reuse the insulated cooler and gel packs?
Yes. The cooler and gel packs can be reused for groceries, picnics, road trips, or other occasions where you need to keep something cold. Do not place the gel packs in a microwave, consume their contents, or use a damaged or leaking gel pack.
A careful journey from our freezer to yours
Frozen shipping is more complicated than ordinary parcel delivery, but it makes it possible to bring more of the Dutch products you miss directly to your home.
We carefully select eligible products, prepare each order with insulated packaging and frozen gel packs, and choose shipping days designed to reduce unnecessary time in transit.
Your order may travel a long way, but it receives plenty of care before it leaves Lowlands House.