---
title: General Warehouse Information
description: Everything you need to know about moving your stock in and out of our warehouse; admin, Carton Cloud, documentation and requirements such as pallet and temperature guidelines
---
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# General Warehouse Information
## Everything you need to know about moving your stock in and out of our warehouse; admin, Carton Cloud, documentation and requirements such as pallet and temperature guidelines
**Opening Hours and Contact information**
All Chill warehouses are open from 9am-2pm
| Sydney | **2/128 Old Pittwater Rd Brookvale NSW 2100** | 02 9907 7099 | [warehousesyd@chill.com.au](mailto:warehousesyd@chill.com.au) |
| --- | --- | --- | --- |
| Melbourne | **2/22 Assembly Dr Dandenong South VIC 3175** | 03 8774 6412 | [warehousemlb@chill.com.au](mailto:warehousemlb@chill.com.au) |
| Brisbane | **24 Octal St, Yatala, QLD 4207** | 07 3733 0888 | [warehousebne@chill.com.au](mailto:warehousebne@chill.com.au) |
| Perth | **5 Chifley Brace, Jandakot, WA 6164** | 08 6103 1313 | [warehouseper@chill.com.au](mailto:warehouseper@chill.com.au) |
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### ⬇️ DOWNLOAD THIS DOCUMENT to share
[**Storage incomings & outgoings.pdf**](https://hubs.ly/Q018xqvf0)
### **General**
**What sort of storage do you have?**
\- We have chilled, frozen, dry, temperature-controlled storage for pallets, cartons or custom-sized items.
\- We can store things like alcohol, beverages/soft drink, Food - chilled dairy, meat, eggs, cheese, Food - ice cream, Food - confectionery, Food - seafood, raw ingredients/composites, Bioscience/Pharmaceutical, pet food, plant matter/flowers, building construction material and animal matter
**Where are your warehouses?**
\- We have warehouses in Brookvale (Sydney), Yatala (Brisbane/Gold Coast), Keysborough (Melbourne), Perth and our Chill /Fridgeit warehouse in Adelaide
**What kind of accreditations does Chill have?**
Chill has a vast number of local, state and national accreditations. At a local level we have registered accreditations through local councils food safety programs in the respective regions.
At a state level Chill's vehicles and facilities are inspected and accredited on a regular basis to ensure that all high-risk activities associated with the storage, handling and transport such as meat, seafood, dairy and eggs.
At a national level, our accreditation is underpinned by our certification in HACCP, Food Standards (AUS/NZ), NHVR, ISO9001 (pending Oct 2020). Our import-export operations are regulated and certified by the Federal Department of Agriculture and Fisheries and Chill are an Accredited Air Cargo Agency (AACA).
For more information on certificates, [click here](http://3990289.hs-sites.com/en/knowledge/accreditation)
**What sort of insurance am I covered for?**
Insurance is not included in our rates. Should you require special or one-off insurance for high-value consignments please advise and we can arrange on your behalf and include the additional cost to your consignment.
**Can I access the Warehouse?**
Due to safety regulations, we don't allow our client to access the warehouse unless it's for a site inspection or approved by the Operations Manager.
**What kind of pallets do you accept?**
1. What height do pallets need to be stored at in a Chill Warehouse?
1. No more than 1.2m high. Any pallets over this height will be split and restacked at additional costs to you. Width and length need to also be 1.2m
2. What height can pallets be received at a Chill Warehouse?
1. No more than 2.4m high. These will be split and restacked at additional costs to you.
**How are pallets managed?**
Pallet exchange or transfer can be facilitated on either Chep or Loscam pallets. Unbranded pallets will not be exchanged but can be returned or disposed of for a fee.
**What weight should cartons be if they are manually handled?**
1. 1. Our guys are strong - but nothing more than 15-20kgs is our WHS limit
**How do I book my stock? (eg. Incoming Stock Notifications)**
1. How many business days do I need to notify Chill and request a time slot about stock arriving at their warehouse?
1. 1-10 pallets - At LEAST 2 business days prior to stock arrival
2. 10+ pallets - At LEAST 3 business days prior to stock arrival
2. What happens if my stock is not sent to the Chill warehouse within the specified timeframe?
1. Your stock may be rejected and another time of arrival rescheduled
3. How do I alert Chill to what stock is coming in?
1. Once your stock has been electronically uploaded into our inventory system and you’re set up in and trained in this, please complete a Purchase Order within Carton Cloud
2. SKU information is to be loaded into our system when the PO is raised such as weight, names, codes, any additional information.
*Or use this [template](https://drive.google.com/file/d/1_IVl6fN_TpfOkYhUie6-lNnTzzJJ5B8_/view?usp=sharing)*
**Temperature Requirements**
1. How do I tell you what temperature my product needs to be stored at?
1. We strongly advise that any specific temperature requirements are clearly indicated on the pallet exterior
2. How long will it take for a pallet of product to reach a chilled temperature from ambient?
1. We recommend allowing a minimum of 3 days for pallets
2. 1-2 weeks from ambient to frozen, subject to ingredients and volume
*If your incoming deliveries are delayed for any reason and the above mentioned time frames are not met, Chill accepts no responsibility for temperatures not achieved by activation date.*
**How do I notify Chill about my stock leaving the warehouse? (eg. Outgoing Stock Notifications)**
1. When should I tell Chill about stock leaving the warehouse?
1. Outgoing stock notifications must be received AT LEAST 2pm the day prior to dispatch. Except for public holidays, Christmas/Easter (communication of revised notification times will be sent via email prior).
2. What sort of information do I need to tell Chill about my outgoing stock?
1. Once your stock has been electronically uploaded into our inventory system and you’re set up in and trained in this, please complete a Sales Order within Carton Cloud
*Or use this [template](https://drive.google.com/file/d/1IOqFzj0dVQxD19owH4bmMndh6p3tOd20/view?usp=sharing)*
**What if I need to cancel my outgoing notification?**
Contact the warehouse team, provide them with the order reference number, and ask them to cancel it.
### Admin
**Who's my first point of contact? **
1. Your account manager
1. Or call us on 1300 932 445
1. Select 2 for Transport
2. Select 0 for Storage
2. Or email your state warehouse or transport department
3. Or head to the website www.chill.com.au for [an enquiry](http://www.chill.com.au/where-to-find-us/)
**What's the process if I'm late paying my account?**
Inform the Chill Finance team by calling 1300 932 445 select 4 to discuss next steps
**How long does it take to set up on an account and my inventory into Carton Cloud?**Up to 3 weeks for account processing and 72 hours for Carton Cloud
**If I need something urgent sent outside your 2pm cut off, will this be an additional charge and how much?**
Yes, $40 if it can be scheduled
**How do I find my invoices on Carton Cloud?**
Access your Invoices to download a copy, view the detailed breakdown of charges and access all the POD's relating to an invoice in one simple download.
[View my invoices](https://help.cartoncloud.com/kb2/web-app-page-specific-support/customer-pages/more-customer/invoices-customer)
### Carton Cloud
- Moving items **into** the Warehouse - Creating a [Purchase Order](https://help.cartoncloud.com/help/s/article/Purchase-Orders-Stock-In-as-a-Customer)
- Checking [stock movements](https://help.cartoncloud.com/help/s/article/Stock-Movement-Report-Customer)
- Knowing your inventory - Downloading a [stock report](https://help.cartoncloud.com/help/s/article/Customer-Stock-Report)
- Moving items **out** of the Warehouse - Adding a [Sale Order](https://help.cartoncloud.com/help/s/article/Sale-Orders-Stock-Out-as-a-Customer)
*Need more information?*
Or check out our [Terms and Conditions](https://hubs.ly/Q011B6LQ0)
- [Warehouse FAQ's](https://faq.chill.com.au/en/knowledge/warehouse-faqs?hsLang=en)
- [Transport FAQ's](https://faq.chill.com.au/en/knowledge/transport-faqs?hsLang=en)
- [Promotional Logistics FAQ's](https://faq.chill.com.au/en/knowledge/promotional-logistics-faqs?hsLang=en)
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