Shipping Policy

Production time

Standard production is about 2 weeks from the moment you approve your mockup (faster turnaround available with express shipping). Production does not begin until approval, so the clock starts when you say yes, not when you first enquire.

Insulated goods supplied are passive thermal containers. They do not generate heating or cooling and no representation is made, and no figure is stated or implied, as to any period for which contents will remain within any temperature range; retention performance is determined principally by the temperature and thermal mass of the contents at the time of loading, the quantity of coolant or heat load carried, the proportion of the internal volume occupied, ambient conditions and the frequency and duration of opening, all of which are outside the control of the supplier. Goods are not validated cold-chain packaging, are not qualified shipping systems, are not temperature-monitored, and are not supplied for the transport of vaccines, biological products, or any product subject to a regulated storage temperature range, for which a validated shipping system with documented pack-out and temperature monitoring is required. Insulation type and thickness, liner material and liner seam construction are stated on the quotation; foam thickness is stated in millimetres and minor variation in panel thickness within manufacturing tolerance is normal. Leakproof performance, where specified, refers to a heat-sealed or radio-frequency welded liner retaining spillage within the lining and does not render goods waterproof, submersible or suitable for immersion. Goods must be cleaned by wiping with a damp cloth and a mild detergent; immersion, machine washing and tumble drying will permanently degrade the insulating layer and are not covered. Printing method is selected against the face material, as polypropylene faces require a reduced cure temperature and metallised and laminated faces will not accept dye sublimation, and minor variation in print appearance between face materials and between production runs is a normal characteristic of manufacture. Goods are not food themselves and no food-safety outcome is warranted; where a statutory holding temperature applies, active heated or refrigerated equipment is required.

Express turnaround

If you are working to an opening, a wedding or an event date, tell us the date when you request the quote. Express turnaround is available on most products and we will confirm in writing whether your date is achievable before you pay.

Delivery

Orders ship from the United States by ground carrier, with transit typically running 2–5 business days depending on distance. You receive tracking as soon as the shipment leaves. Expedited air service is available on request.

Addresses and split shipments

Double-check your shipping address before approval — carriers charge to redirect a shipment in transit and we pass that cost through at cost. We can split one order across multiple locations; just tell us the breakdown when you order.

Lost or damaged shipments

If tracking stalls or a carton arrives damaged, contact us with photos and we will open the carrier claim and reprint or refund the affected portion. You do not have to deal with the carrier yourself.