No — our pens are not expected to arrive frozen when handled correctly during transit.
At Lotus Weight Loss Clinic, all medications are dispatched using validated cool packaging, including insulated materials and gel packs designed to maintain a safe temperature range for up to 48 hours in transit. This system is specifically calibrated for typical UK ambient temperatures.
During delivery, the gel packs will gradually warm or cool depending on external conditions, which is normal. Pens may feel cool or slightly chilled on arrival — this is expected and does not indicate freezing.
Because our packaging is designed to prevent freezing within standard UK delivery conditions, we are unable to accept liability for pens that are claimed to have frozen after dispatch, particularly where external factors (e.g. extreme storage conditions after delivery or inaccurate representations) may be involved.
If you have any concerns about your medication on arrival, please contact our team and we’ll be happy to review.