The short version: a spent cold pack on arrival is expected, the solid does not mind, and the pack was never going to last twelve days.
A single phase-change pack in a thin-walled box holds below ten degrees for roughly one to two days at twenty-five degrees ambient, and under a day at thirty-five. On a nine-to-fourteen-day lane the material is at ambient for most of the journey whatever was packed with it.
The part that matters: a pack that arrived hard tells you about the last day of transit only, since it will have melted and, if the ambient dropped, partially refrozen.
The caveat is that a warm transit is survivable for a solid and materially different for a solution.
Lyophilised tolerates the lane. That is the answer for almost every order.
6Is there a reason to prefer minus eighty here, or is minus twenty genuinely enough? – loss_on_drying 3 months ago add a comment