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Contacting Us

How do I contact other regions of ThermoSafe?

To contact regions of ThermoSafe outside of the US, please use the following:

ThermoSafe EU - email

ThermoSafe Ireland - email

ThermoSafe Brazil - email

ThermoSafe Singapore - email

Invoices, Orders, Returns, and Quotes

What is the return policy?

Material that is manufactured and has been shipped after 90 days of shipment/invoice date to the customer cannot be accepted or returned back. The standard restocking fee will be 35% of the face value listed on the original invoice, unless there is a contractual agreement that stipulates different terms. The product must be returned undamaged and in resalable condition and freight will be paid for by the customer.

The freight charges will be paid for by ThermoSafe if the product was found to be defective and caused by ThermoSafe. Freight will be charged back to the customer if the product was not found to be defective or caused by ThermoSafe.

All returns must be accompanied by an RMA which is issued by ThermoSafe Customer Service. Click here to e-mail us about a return.

Where can I find my invoice?

Please email and we will provide you with your invoice.

What is your standard lead time?

This varies by product, but our average lead time is 7-10 business days. It may be possible to expedite your order, please call 800-323-7442 to discuss further.

How do I place an order?

Please e-mail us here or create an account for online purchasing. Otherwise, you may download an order form here.

How can I check the status of my order, get a product quote or freight quote?

U.S. - Please call 800-323-7442 or e-mail

Europe - Please call +44 (0) 1442 828664 or e-mail

Mallow - Please call +353 22 55 112 or e-mail

Singapore - Please call +65 6263 0114 or e-mail

Can I use my own account for shipping?

Yes, we can ship collect or third party using your account information.

How is shipping calculated?

Shipping is calculated based on dimensional size or physical weight, whichever is larger typically. The larger or heavier the shipment, the more freight will cost. Additionally, distance from the facility shipping to it's destination is a large contributing factor to freight cost.

I entered the wrong shipping account on my web order.

No worries! We can manually fix this. Please e-mail with your contact information, web order number, and the correct shipping information.

Laminar Medica Customers

What will change as a result of ThermoSafe's acquisition of Laminar Medica?

In the short term, you can expect very little to change. You will continue to place orders the same way, utilising the same people and processes. Over time, we do expect to integrate many of the systems of the two companies in order to provide the most efficient and effective service in the industry.

Who do I call to place an order?

You should continue to place orders the same way you are currently placing them.

Will my account manager and representative change?

In the short term we do not expect a change, however, we will begin to assess the combined capabilities of the newly expanded sales and customer service teams to maximise the value that we are able to provide. If a change is made, we will notify you. Our goal is to continue providing you with the exceptional service you've come to expect.

Where will I send payments?

You should continue to send payments to the current accounts payable locations. Any changes to the remittance addresses will be communicated to you well in advance.

Product FAQ's

Can I request a sample?

We can do samples on most catalog items, please email us here with your request and the shipping address and we will let you know if we can fulfill your request.

How do I choose the right shipper?

Please refer to this guide for standard shippers. If you need a pre-qualified solution that has been tested, please navigate to the products tab and select either parcel or pallet pre-qualified solutions to browse our options.

What does EPS, PUR, and VIP mean?

EPS stands for expanded polystyrene, PUR stands for polyurethane, and VIP stands for vacuum insulated panels. These are all types of insulation used in our shippers with EPS providing the lightest insulation and VIP providing the most robust insulation.

What does "Pre-Qualified" mean?

Pre-Qualified means that a shipping solution has gone through extensive design, modeling, and testing so we can assure it's qualified to perform to it's listed specifications and temperature profile.

Do you sell dry ice?

No, we do not sell dry ice.

How long will my gel pack or foam brick stay frozen?

The length of time a gel pack will remain frozen can vary dependent on the size, shape, temperature exposure, and pack out of the shipment.

A child or pet has consumed gel from a Polar Pack. What should I do?

Our Polar Packs are non-toxic and do not contain any hazardous materials. They should not be dangerous if small quantities have been consumed. If large quantities have been consumed please consult a physician immediately.

My gel pack or foam brick says "single use only", does this mean I need to dispose after one use?

No, you do not need to dispose after a single use. You may re-use our gel packs or foam bricks as many times as you see fit. We can only guarantee it's effectiveness in it's unused form. If the outer film is punctured or compromised in any way, the performance of the product will consequently degrade.

Do coolpacks have a shelf life?

Sonoco ThermoSafe does not give Refrigerant products a shelf life. We have full confidence in our products but because of variability in storage environments, we feel physical and empirical assessments are a more robust indicator for users.

The criteria for establishing suitability is twofold:
  1. Current weight - click here for weight data.
  2. Physical condition - There are no leaks and no structural damage likely to have weakened the product.


How do I dispose my gel pack?

Our Polar Pack gel packs are mainly comprised of a water based solution. The best way to dispose is by cutting them open and draining the gel into the trash. Over time the gel will evaporate. The plastic film is not accepted in typical recycling bins and is required to be taken to a recycling facility to be properly disposed of.

Can I dump my gel pack down the drain?

This is not recommended. Even though our Polar Packs use a water based solution, the gelatinous matter could aid in plumbing buildup if there is any pre-existing blockage. To be safe, please dispose our gel packs in your normal waste stream. Preferably, you can cut the gel pack open and drain into the trash then recycle the film at a local recycling facility.

How can I recycle my EPS shipper?

You can recycle your EPS packaging by taking it to a specified drop off location (a program may NOT exist in your area).

The majority of EPS recycling locations listed are intended to serve as outlets for EPS packaging only. Each EPS collection site has distinct criteria regarding the types of material they accept. Food service EPS materials are usually NOT accepted. To make sure you have a successful EPS recycling experience, we recommend the following:
  1. Once you have identified the closest collection site, call for drop-off times and check to see what types of polystyrene material they accept.
  2. Make sure your EPS is clean and free of any tape, plastic film, labels, loose parts or glued-on cardboard. Empty any coolers or other EPS cartons since food or medical waste is prohibited.
  3. Check to see if they accept other recyclables to streamline your recycling efforts.

Can I recycle PUR or VIP shippers?

These materials are not accepted at traditional recycling facilities and must brought to a local industrial waste facility to be properly disposed.

How can I dispose of my PureTemp PCM?

Please refer here.

European recycling information



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