Shipping & delivery help

Help with an existing delivery

Start with the confirmation and dispatch messages for your order. Keep the order reference handy when contacting CHILL so the team can identify the shipment.

Tracking and delivery questions

If tracking was provided, check the carrier's latest update. If you cannot find tracking or need clarification, send us a message with your order reference and business name.

Missing or delayed shipments

Tell us which shipment you are asking about and what the latest tracking update says. If tracking says delivered but the parcel is missing, check with your receiving team and nearby delivery locations before reporting it.

Address corrections

Contact us promptly if an existing order has an incorrect delivery address. Whether a change is possible depends on the order's dispatch status; sending a message does not confirm that the address has been changed.

Rates, coverage and timing

This page provides delivery support information. It does not set a shipping rate, delivery area or guaranteed dispatch time. Refer to the terms confirmed for your specific order, or contact CHILL for clarification.