Frequently asked questions

We have put together our more frequently asked questions here. If you can’t find what you’re looking for, we have a dedicated and hardworking customer service team that can help answer any question you may have.

The transit time and temperature desired is dependent on the quantity of gel packs or dry ice added to the liner used and package shipped. We currently offer products suitable for keeping products cold or hot from 1 to 2 hours all the way up to over 80 hours. Because each application is different, we have developed over the years a wide variety of solutions to maximize performance and lower shipping costs. Feel free to contact us for more information about which product would be most suitable for your application.

Minimum for stock products is 1 case. The minimum order quantity to run custom printed bags or custom size liners is typically about 10,000 units this may vary dependent on the product selected and the scope of the custom project.

Yes! We love partnering with our customers to design beautiful custom printed products. For more information, feel free to check our dedicated page or send us a shout to

From start to finish, it takes an average of about 8-10 weeks to run a custom printed bag order. Factors like order quantity and project complexity can affect this lead time.

Yes, distributor pricing is available for companies who qualify. MOQs apply. Please contact our sales department for additional information.

We typically ship all orders for stock items submitted prior to 2PM EST the same day. Bulk orders are subjected to additional lead time.

Yes, we can ship your order using your FedEx or UPS account. Please contact our IT department directly to set up your account before placing your order online.

Yes, we have various sample packs available on our website that you may purchase. If you are looking for a particular product sample, please contact our sales team directly.

We can ship internationally as long as it is full container loads. We typically require payment upfront from all our international customers.

We offer several options depending on the order size. Our preferred small parcel shipping carrier is UPS for small online orders; We use a wide variety of national freight carriers for LTL (less than truck load) or truck load bulk pallet orders.

Online orders can be tracked online by login into your account and selecting order history. Once your online order is complete, you will also receive an email containing your tracking URL. Tracking for all other orders can be emailed upon request by contacting our customer service team.

All online orders are currently prepaid only. Feel free to contact us if you would prefer to be invoiced for your orders. Upon successful credit check, you will be setup in our system to be invoiced for all your company’s orders and you will be able to select Invoice payment when purchasing online.

All returns must be authorized by Coldkeepers, LLC. Products must be returned within 60 days of purchase. Authorizations are valid for 30 days from date of issuance. A valid Return Authorization number (RA) must be arranged by calling Customer Service at 229-551-9200.

Learn more: Coldkeepers Return Policy