XP (Promotional Logistics) FAQ's

Opening Hours and Contact information

Chill depots are open from 9am-5pm

Who's my first point of contact?

Your account manager or call us on 1300 932 445 

1. Select 2 for Promotional Logistics & Custom Vehicle Builds
2. Select 1 for Promotional Logistics

Below are some tips about what is needed to make your activation a huge success! 

 ⬇️ DOWNLOAD THIS DOCUMENT to keep on file or share with your colleagues

Chill Promotional Logistics Cheatsheet.pdf

General

How can Chill help with my event or experiential marketing campaign?

- We are the cool all-in-one logistics behind your next event and marketing campaign. With Chill, we can help with transport, storage, hire equipment, custom builds of vehicles, exhibition stands and sampling tools.

- Your product can be anything from chilled, frozen, dry to temperature-controlled

- Items such as alcohol, beverages/soft drink, food - chilled dairy, meat, eggs, cheese, ice cream, confectionery, seafood, raw ingredients/composites, Bioscience/Pharmaceutical, pet food, plant matter/flowers and building construction material are all covered under our accreditations.

- We have a range of vehicles including 1 pallet utes, 2 & 3 pallet vans, 8, 10 & 12 pallet trucks so no job is too small or too large for us.

- We can store pallets, cartons or custom-sized items such as vehicles, furniture and exhibition stands

- We provide hire equipment specifically for marketing purposes such as opticoolers, megabins, display fridges, freezers, coolrooms, eskies, skids and other useful equipment; generators, tables, marquees

- Our staff are trained in product sampling, picking and packing, decanting, and more importantly teamwork, integrity and fun.

- Other services we offer are vehicle branding, signage and branding on equipment hire items, ice to keep it cool, uniform cleaning and rubbish management.

Where in Australia can Chill help with my promotional logistics?

We provide an "end to end" transport service. We can deliver to anywhere in Australia. We have storage facilities in Sydney, Brisbane, Perth and Melbourne. We have a storage partner in Adelaide.

What sort of services are included when I use Chill for promotional logistics? 

- Advice on optimum venues based on your campaign and budget

- Sourcing and booking venues

- Project management of all logistics, including briefing of drivers, promotional staff and warehouse managers

- Management of stock including providing you with live stock reports

- Production Management of marketing material such as collateral, uniforms, signage, promotional products

- We also include services such as pallet wrapping, hand unload on the delivery end, fuel service levy and labelling.

- We hold valid public liability insurance for up to $20mil

What kind of accreditations does Chill have?

We are HACCP accredited, as well as licenced with food safety in all states in Australia

What sort of insurance am I covered for?

Event Planning

When do I need to book promotional logistics with Chill?

Depending on the campaign - at least 2-4 weeks prior to your first activation date.

Where can I sample product?

Train stations, public spaces (council permitting), shopping centres, events, festivals, offices.

What kind of marketing campaigns can I do?

Chill can help you deliver the ultimate brand experience with sampling at shopping centres/exhibitions/festivals and events, mass sampling at train stations or prominent locations, office/influencer drops, guerilla sampling, roadshows or custom builds.

Do I need a permit or any specific documentation?

You will need a permit to sample in specific places such as train stations and council spaces. If you're at an exhibition or festival refer to the event managers for the documentation required. Guerilla sampling requires no permits, however, you may have to pay for parking or fines for doing an activation this way.

Can Chill arrange my permits for me?

YES! We can help you obtain these permits through our extensive portfolio of venue partnerships and supplier agreements. Being a preferred supplier, Chill has access to the most current and up-to-date rates, venue options and footfall numbers. 

How long does a permit take to process?

It depends - allow for 2-4 weeks

Do I need a food safety certificate to sample open food?

Yes for opened samples, you will need to check regulations within in each state or region that you will be sampling. Head to the food safety body within the council or state to find out the exact details.

Location access - eg. Pallet jacks usage.

For pallet deliveries to an event site, our driver will bring a pallet jack (unless otherwise advised). These have the ability to access large, flat areas with a solid base. Please discuss location access with your Account Manager.

Can a pallet jack go across grass/sand? 

Unfortunately whilst we might bring a pallet jack with us to manoeuvre your pallets into position there are some places they find it tricky to navigate, sand being one of them. Please discuss your ideas with your account manager whilst you're planning your event or campaign, they've got oodles of experience in this space.

Do I need a forklift on-site?

It depends on the event, please discuss this requirement with your Account Manager

Can I sample alcohol?

Yes, you can, you will need the appropriate licences to sample this. We are accredited to store and transport alcohol, however, our drivers aren't licenced to sample.

Does Chill bring trolleys to site?

Yes we do, each vehicle is equipped with one trolley. Additional trolleys can be bought to site on request.

Temperature

What do I need to do to ensure my product is at the optimum temperature?
We strongly advise that any specific temperature requirements are clearly indicated at booking as well as on any pallet or carton exterior.
We recommend allowing a minimum of 72 hours for pallets to reach optimum core temperature when going from ambient to chilled. Speak to your Account Manager as products and packaging may vary the time to chill.

At Chill we are accredited by HACCP and food safety authorities, therefore our procedure for receivals and outgoings are monitored and checked to the highest standard.

Our drivers are trained in keeping the correct temperatures from when the product leaves the warehouse to also on-site during the activation. 
If your incoming deliveries are delayed for any reason and the above mentioned timeframes are not met, Chill accepts no responsibility for temperatures not achieved by activation date and late fees will occur.

Pallets & Cartons

1. What height do pallets have to be in order to be transported by a Chill
   1. No more than 1.2m high. Any pallets over this height may need to be split and restacked at additional costs to you. Width and length need to also be 1.2m

1. Do my pallets have to be wrapped for Chill to pick them up
   1. No, but you need to advise us of this
2. Do I need a forklift available for Chill to pick up the pallets?
   1. Yes
   2. If this isn’t an option please advise your account manager as charges may incur

Transport and Storage Booking

Incoming Stock Notifications

Received by your account manager AT LEAST 7 business days prior to activation date

• Additional fees: Late Administration $200 | Urgent Incoming Fee $350

Must include the following information:
- Pallet quantity
- Pallet type (CHEP, LOSCAM or other)
- Pallet dimensions (height and weight at the minimum)
- Cartons per pallet, cartons per layer and layers per pallet
- Use By Dates (UBD) on face edge of any short date stock

Outgoing Stock Notifications

Received by your account manager AT LEAST 5 business days prior to activation date

Must include the following information:

- Delivery location
- Site-specific details
- Onsite delivery contact name and mobile phone number (primary and secondary contacts are advised)
- Number of pallets and cartons

- Pallet/carton weight and dimensions

- Any specific job/booking numbers required

What if I need to cancel my booking?

- 24hrs prior to event attracts 100% Cancellation Fees

- 48 hrs 50% of the activation cost

Collateral and Production

When do I need to provide Chill with my artwork for production? 

Normally 14 days

At the Event

Who will meet me on-site? 

Your nominated driver will call you 15mins prior to the setup time and check the best place to meet you.

What happens if I have leftover stock after my marketing campaign?

This would be counted and checked off post-event at the event site by our Special Ops Driver and signed by you, the client. We would return this to our warehouse or your requested offsite storage. This will incur a fee.

Who should I call on weekends or out of hours if I have a problem with my XP event?
Your account manager or 0432 739 707

Do you have out of hours rates?

Based on your campaign this can be discussed with you by your Account Manager.

Can I have access to your 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.

Admin

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?

Allow up to 3 weeks for processing

Head to the website www.chill.com.au for an enquiry

Need more information?

• XP Terms and Conditions
• Chill Vehicle & Equipment Hire Terms and Conditions
• Chill Terms and Conditions of Trade
• Public & Product Liability Certificate
• HACCP Accreditation & Food Safety Licences - NSW, VIC, QLD, WA