Answers for services, practices,
and compliance questions.

How is Cool Guys responding to COVID-19?
At a time where uncertainties are posing new challenges to daily life, our priority will be delivering unbroken, high-compliance cold chains, so our clients can focus on adapting to shifting business demands. We are equally committed to keeping our employees, clients, and partners safe as we navigate the changes together. For business continuity and the protection of the people we work with, we are:

• Identifying potential disruptions.
• Carrying out preventive and safety measures such as daily temperature recording, daily sanitizing of common areas, drivers and staff Travel Declaration, and close contact reporting.
• Planning remedial and recovery actions according to COVID-19 protocols and management guidelines set by the Malaysian authorities.

How are you managing the risk of delays and disruptions?
We have the necessary compliances and contingencies in place to minimize disruption and delays from safety protocols and travel restrictions imposed within Malaysia. This includes applying for the necessary documentation from the Ministry of International Trade and Industry (MITI) for drivers and staff to travel during Movement Control Order (MCO) implementations.

Will my shipments and deliveries be on time?
Keeping the cold chain unbroken is the utmost priority. Barring events beyond our control, our agile routing, fleet and warehouse coordination will move your cargo on schedule. To know exactly where your goods are located, login to the Cool Guys Track & Trace portal.

What is a cold chain?

A cold chain starts when goods requiring refrigeration are harvested or manufactured, moves along a distribution pipeline through a distribution hub, down to last mile delivery, and stops when the consignee receives the goods. Cold chain compliance demands uninterrupted and consistent refrigeration from trucks to loading docks and storage.

What is a reefer?
A refrigerated container or trailer is often called a reefer for short. A reefer can be pulled by a powered truck or can make up the refrigerated body of a whole truck.

How are your trucks cooled?
There are generally two types of refrigeration systems for trucks.
DIRECT-DRIVE. This cooling system is directly powered by the truck’s engine via a compressor. Our 3- and 5-tonne direct-drive refrigerated trucks offer excellent load-space efficiency even at these smaller truck body sizes. Choose our direct-drive trucks to move small loads and multi-drop deliveries.
SELF-POWERED. This type of refrigeration is powered independently from the truck’s engine. So even if the truck’s engine is turned off, the refrigeration unit will continue working. If you need to transport large loads or need long haul refrigeration, book our self-powered 10-tonne trucks or 40-foot trailers.
All Cool Guys trucks are equipped with standby units to plug into external power points in case of total engine or refrigeration unit breakdown.

What happens if there is a power outage at your cold storage facility?
Feel at ease knowing our cold rooms and warehouses have alternative energy sources to power through outages. In addition to backup generators, our facilities make use of solar energy. So our refrigeration stays up even when main power grids go down.

Do you provide insurance against cargo damage or loss?

Yes. We recommend getting GIT coverage from Cool Guys or your preferred insurer to safeguard against unforeseen cargo damage or loss. Cool Guys operates on a “Limited Liability” basis in line with the Federation of Malaysian Freight Forwarders Standard Trading Conditions (FMFF STC).

How much do I need to pay for GIT coverage?
For accurate pricing, start by getting a quote from us. Simply indicate if you would like to include GIT coverage for your cargo in the Get Quote form and we’ll work out the right price for you. Generally, prices start from RM30 per Delivery Order (D.O.) depending on your requirements. For our customers in Singapore, please contact us for pricing in SGD or for more information.

Are your logistics services halal compliant?
Cool Guys cold trucks and cold storage facilities do not hold non-Halal cargo. JAKIM Halal certifications for our logistics assets are expected to be issued before end 2021.

How cold are your refrigerated trucks?
Our trucks’ temperature range is from -25C to 25C. We can tailor our reefers with multi-temperature compartments for mixed cargo with different temperature requirements.

Why was refrigeration turned off when my goods were loaded onto your trucks?
Trucks are pre-cooled before loading activities. Switching off the compressor, which has a fan that circulates cold air inside the reefer, simply keeps hot air from being sucked in and cold air from being blown out during loading (and unloading). This does not break the cold chain, but minimizes cooling loss when truck doors are open.

Some medicines require dry ice shipping. Do you provide this packing option?
Yes, we do. We can also provide passive insulation solutions such as styrofoam boxes and thermal boxes.

Do you transport medical products?
As a SIRIM Good Distribution Practices for Medical Devices (GDPMD)-compliant company, we are able to dedicate pharmaceutical-grade cold trucks to deliver temperature-sensitive cargo to clinics, hospitals, institutions, and labs.

How do I register for a customer account?
First time customers need to send a request for a quote on our website to sign up for a new customer account. Upon quote confirmation, we will email you an ID and a password. You will be able to log in via the login link on this website with the details provided.

When can I see my tracking information?
Once you have confirmed the quote and logged in with the login details provided, you may download your invoice. After payment is completed, a new order will be created and job/container numbers will be assigned within 24 hours. You may then check the Track & Trace page for tracking events.

Will the CoolTrak Track & Trace portal work offline?
No, the portal is online only as tracking events are updated in real-time.