Returning Customer

Frequently Asked Questions

Does Cooler Warehouse charge a sales tax?

We only charge a sales tax if we will be delivering your products to a location in Pennsylvania.  Customers outside of PA are not required to pay a sales tax.  If you are a Pennsylvania business whose packaging materials are exempt from sales tax, please fill out this PA-Rev 1220 form and email to or fax to 717-585-6305.  A customer representative will contact you when your application has been received.

What if one or more of my items are on back-order?

If one or more of the items you have purchased are on back-order, you will be contacted by a customer service representative with an estimated shipping date.  Back-ordered items are generally ready to be shipped within 1-2 weeks of the order being placed.

Are K-Lock™ molded foam coolers and gel packs recyclable?  Can they be re-used?

Both K-Lock™ Insulated Shipping Containers and Gel Packs are re-usable!  So long as the molded foam coolers do not become damaged in transit, and the gel packs are not torn or ripped, both may continue to be used to ship your cold-chain products.  K-Lock™ products from Cooler Warehouse are also recyclable.  If you no longer need your insulated shipping containers and gel packs, we encourage all of our customers to recycle them.  If you would like to find a drop-off location for your molded foam cooler, Click here.  To recycle the polyethylene film from your gel packs, start by disposing of the gel in accordance with any state and local ordinances.  Since the gel is nontoxic, this will usually consist of simply putting the gel down the drain.  Click here to find a center near you where you will be able to recycle the polyethylene film.  Thank you for recycling!

What should I do if my products arrive damaged?

This is very rare, but should it occur, be sure to make a note of the nature and extent of the damage on the Bill of Lading.  Then simply give us a call at 717-227-6036 and we will walk you through the rest of the claims process and make sure that you get the products that you need.

How long do K-Lock™ Gel Packs last?

There are many factors that will contribute to how long your gel packs remain frozen.  These include the temperature outside the package, the size, weight, and temperature of the product itself, the thickness of the insulated shipping container, number of gel packs, etc.  Click Here to see data from a sample shipment of a single 24 oz K-Lock™ Gel Pack inside of a K-Lock™ 864A insulated shipping container.

How much gel do I need to keep my product cold?

The amount of gel required for a shipment is also the product of a number of different factors.  If you are unsure about your refrigerant requirements, please Contact Us and we would be more than happy to assist you.  The length of transit, mass and temperature of the product, ambient temperature, and other factors will all contribute to our recommendation.

Can I order smaller quantities of K-Lock™ Insulated Shippers and Gel Packs?

We currently only offer K-Lock™ Insulated Shipping Containers and Gel Packs by the bundle and skid respectively.  This allows us to better service our customers by keeping their unit costs and shipping costs to a minimum.  For information visit our page Why Buy in Bulk?.

Are there any other shipping options available?

Due to the weights and densities of our products, they can be very expensive to ship.  We have found A Duie Pyle Freight to provide the most reliable and cost-effective shipping services, and for this reason they are the default option for shipping your products.  If you are outside of their delivery range or would like to work out another shipping method with us, email us at or give us a call and we will see what we can do!