FAQ – Service Practicalities

Service Practicalities

Q: How do I send frozen food by courier in South Africa?

Three steps: Package properly, choose a professional cold chain courier, and understand that physics costs money.

Step 1: Package for transport

Your packaging protects against physical damage, not thermal loads. The courier’s refrigeration system handles temperature control.

Required:

  • Sealed, leak-proof primary packaging (vacuum bags, sealed containers)
  • Protection against crushing/impact (cardboard box, padding)
  • Clear labeling: “FROZEN FOOD – KEEP AT -18°C”
  • Your contact details and recipient details

Not required:

  • Ice packs (courier provides temperature control)
  • Insulated boxes (cargo space is refrigerated)
  • Dry ice (creates safety hazards, unnecessary with mechanical refrigeration)

Step 2: Choose a professional cold chain courier

Verify the courier offers:

  • Mechanical refrigeration (not “temperature-controlled” using ice packs)
  • Continuous temperature monitoring (not just “insulated vehicle”)
  • Compliance with R638 food safety regulations (legal requirement for frozen food transport)
  • Insurance covering product loss from temperature excursions
  • Temperature data logging (proof of compliance if needed)

Warning signs of amateur operations:

  • Pricing significantly below professional cold chain rates (R150-250 per delivery zone versus R45-85 general courier)
  • Marketing “temperature-controlled” without specifying mechanical refrigeration
  • No mention of R638 compliance or temperature monitoring
  • Offers to mix frozen and ambient goods in same vehicle (cross-contamination risk)

Step 3: Set realistic expectations

Professional frozen food delivery costs 3-5× more than ambient courier because:

  • Equipment: R95,000+ refrigeration systems versus standard vehicles
  • Fuel: +20-30% for refrigeration operation
  • Maintenance: Refrigeration systems require specialized service
  • Compliance: R638 certification, temperature monitoring, record-keeping
  • Insurance: Higher premiums for perishable goods

You’re paying for physics, regulatory compliance, and professional equipment – not arbitrary markups.

Our process:

  1. Quote request: Contact us with origin, destination, product details, quantity, delivery requirements
  2. Scheduling: We provide available pickup/delivery windows based on route optimization
  3. Pickup: We collect product in our refrigerated vehicles, verify packaging, load into -18°C cargo space
  4. Transport: Continuous mechanical refrigeration with temperature monitoring throughout route
  5. Delivery: Direct handoff to recipient with temperature log data available if required
  6. Documentation: R638-compliant temperature records maintained

Coverage areas:

  • Gauteng: Johannesburg, Pretoria, East Rand, West Rand (full coverage)
  • Western Cape: Cape Town, Somerset West, Stellenbosch, Paarl, Worcester (full coverage)
  • Air freight: Johannesburg ↔ Cape Town via Safe Fly (daily service available)

Related Resources:

Q: Can I courier frozen meat across provinces?

Yes. Johannesburg to Cape Town is 1,400 km – we do it regularly via refrigerated air freight.

Inter-provincial frozen meat transport requires either refrigerated road freight (24-36 hours) or refrigerated air freight (daily service). Both are routine professional cold chain operations.

Option 1: Refrigerated Air Freight (Recommended)

Via Safe Fly:

  • Route: Johannesburg (Lanseria) ↔ Cape Town International
  • Transit time: Same day / night (morning pickup → afternoon / next day delivery)
  • Temperature: -18°C maintained in refrigerated air cargo containers
  • Capacity: 1kg to 500kg+ per shipment

Process:

  1. Morning pickup in Johannesburg refrigerated vehicle
  2. Transfer to refrigerated air cargo container
  3. Flight to Cape Town (same of next day) (±2 hours)
  4. Transfer to Cape Town refrigerated vehicle
  5. Final delivery same afternoon

Cost: Premium over road freight, but justified by speed and reliability for high-value products or time-sensitive deliveries.

Option 2: Refrigerated Road Freight

Via LMC Express (our road freight partner):

  • Route: Johannesburg → Cape Town (or reverse)
  • Transit time: 24-36 hours depending on route optimization
  • Temperature: Continuous mechanical refrigeration in full-size refrigerated trucks
  • Capacity: Minimum consignment typically 50kg+, maximum full pallet loads
  • Suitable for regular bulk shipments

Regulations:

Both transport modes comply with:

  • R638 Food Safety Regulations: Temperature monitoring and documentation
  • Department of Health requirements: Proper food handling, vehicle hygiene, temperature control

Can I use general courier with ice packs?

Technically yes – some general couriers offer this. Practically no – for all the physics reasons explained elsewhere in this FAQ. 1,400 km transport over 24-36 hours with ice packs results in progressive warming and temperature excursions. Professional operations use mechanical refrigeration.

Related Resources:

Q: What areas do you cover in Gauteng and Western Cape?

Full coverage in Johannesburg metro, Pretoria, and Cape Town metro – engineered for altitude in Gauteng, optimized for urban density in both provinces.

Gauteng Coverage (High-Altitude Operations):

Primary coverage:

  • Johannesburg CBD and suburbs (full coverage)
  • Sandton, Rosebank, Randburg, Fourways (full coverage)
  • Pretoria CBD and suburbs (full coverage)
  • Centurion (full coverage)
  • East Rand: Kempton Park, Bedfordview, Edenvale, Boksburg, Benoni
  • West Rand: Roodepoort, Krugersdorp

Extended coverage:

  • Midrand, Midstream
  • Alberton, Germiston
  • Springs (by arrangement)

Altitude considerations: All Gauteng operations use refrigeration systems sized 25-30% above sea-level ratings to compensate for 1,750m elevation capacity losses. We don’t simply operate “in Gauteng” – we engineer specifically for Gauteng’s altitude, continental climate, and urban heat island effects.

Western Cape Coverage (Sea-Level Operations):

Primary coverage:

  • Cape Town CBD and suburbs (full coverage)
  • Northern suburbs: Bellville, Durbanville, Brackenfell, Kraaifontein
  • Southern suburbs: Wynberg, Claremont, Constantia, Tokai
  • Atlantic Seaboard: Sea Point, Camps Bay, Clifton
  • Somerset West, Strand, Gordon’s Bay
  • Stellenbosch, Paarl (full coverage)

Extended coverage:

  • Worcester (daily service)
  • Hermanus (by arrangement)
  • West Coast: Malmesbury, Moorreesburg (by arrangement)

Climate considerations: Western Cape operations benefit from sea-level refrigeration capacity and Mediterranean climate, but summer temperatures still reach 35-40°C in interior valleys. We size equipment for actual Western Cape summer peaks, not UK-based manufacturer “hot day” specifications of 25°C.

Inter-provincial connections:

  • Johannesburg ↔ Cape Town: Daily refrigerated air freight via Safe Fly
  • Johannesburg ↔ Cape Town: Refrigerated road freight via LMC Express (24-36 hours)

Service density:

We optimize routes for multi-stop delivery efficiency while maintaining temperature control:

  • Urban core areas: Daily consolidated routes
  • Suburban areas: 2-3× weekly scheduled routes
  • Extended areas: Weekly scheduled service or on-demand for larger orders

Not covered (and why):

We don’t operate in Durban, Port Elizabeth, or inland provinces yet. Reason: Maintaining professional cold chain standards requires local infrastructure (backup refrigeration equipment, maintenance facilities, spare parts inventory) that we haven’t justified economically yet. We’d rather operate excellently in two provinces than marginally in five.

If you need frozen delivery to areas we don’t cover directly, we coordinate with road freight partners using their refrigerated trucks rather than compromising our standards.

Related Resources:

Q: How do I pack frozen food for courier delivery?

Sealed, protected, labeled. The courier’s refrigeration handles temperature – your packaging handles physical protection and hygiene.

This is simpler than most people think because they confuse “packing for shipping” with “packing for temperature control.” You’re not responsible for keeping food frozen – that’s why you’re hiring a professional cold chain courier with mechanical refrigeration. You’re responsible for packaging that survives handling without leaking, breaking, or contaminating other goods.

Primary packaging (required):

Sealed containers preventing leaks:

  • Vacuum-sealed bags (preferred for meat, fish)
  • Sealed plastic containers with secure lids
  • Double-bagging for products that might puncture
  • Heat-sealed bags for bulk items

Purpose: Prevent leaking during transport (frozen items may partially thaw at surface during brief door openings), maintain hygiene, protect against cross-contamination

Secondary packaging (required):

Protection against physical damage:

  • Cardboard box appropriate for product weight
  • Padding/cushioning if product is fragile or irregularly shaped
  • Box sized to prevent excessive movement during transport

Purpose: Protect against crushing, impact, rough handling

Not box-in-box unless product requires it – we’re not shipping fine china, we’re moving frozen food. Cardboard box with sealed product inside is sufficient.

Labeling (required):

Clearly visible on box exterior:

  • “FROZEN FOOD – MAINTAIN -18°C”
  • Your business name and contact number
  • Recipient name and delivery address
  • Special handling requirements if applicable (e.g., “FRAGILE – GLASS CONTAINERS”)

Purpose: Ensures courier handles appropriately, enables communication if delivery issues arise

What NOT to include:

Ice packs / gel packs / dry ice:

  • Not needed (cargo space is mechanically refrigerated)
  • Creates unnecessary weight
  • Can cause problems (dry ice = CO₂ accumulation)
  • Wastes your money

Insulated boxes / cooler bags:

  • Not needed (entire cargo space is -18°C)
  • Creates unnecessary bulk
  • Reduces payload efficiency
  • We’re not loading your insulated box into an ambient van – we’re loading your product into a refrigerated cargo space

Excessive packaging:

  • We’re not Amazon delivering to a porch – we’re making direct handoffs
  • Minimal packaging reduces waste and shipping costs
  • Product needs to survive handling, not survive being thrown by delivery robot

Example scenarios:

Scenario 1: Vacuum-packed steaks (restaurant order)

  • Primary: Vacuum-sealed bags
  • Secondary: Cardboard box, no padding needed
  • Labeling: “FROZEN FOOD – 8x 250g steaks – Restaurant Name – Contact”
  • Total packaging time: 2 minutes

Scenario 2: Homemade frozen meals (individual customer)

  • Primary: Meals in sealed containers, grouped in sealed bag
  • Secondary: Cardboard box, padding between containers
  • Labeling: “FROZEN FOOD – Homemade meals – Customer name – Contact”
  • Total packaging time: 5 minutes

Scenario 3: Frozen fish (bulk order)

  • Primary: Fish in vacuum bags, double-bagged
  • Secondary: Wax-lined cardboard box (prevents moisture damage to box)
  • Labeling: “FROZEN FOOD – FISH – Weight – Recipient”
  • Total packaging time: 3 minutes

Our perspective:

We’ve delivered everything from artisan ice cream to bulk frozen chickens. The best packaging is simple, effective, and appropriate for the product. Don’t overthink it. Don’t buy expensive “cold chain packaging” systems. Don’t add ice packs. Just seal, protect, label, and let our refrigeration systems do what they’re designed to do.

If you’re unsure, send us a photo of your proposed packaging via email. We’ll confirm if it’s appropriate or suggest simple modifications.

Related Resources:

Q: What temperature do you actually maintain during delivery?

-18°C ± 2°C throughout the entire route, measured at evaporator output, with continuous data logging.

Not “we try to keep it cold.” Not “temperature-controlled.” -18°C measured, monitored, and documented because that’s what frozen food logistics requires.

Temperature specifications:

Target: -18°C (standard frozen food storage temperature per R638 and international cold chain guidelines)

Tolerance: ±2°C operational variance

  • Normal operation: -15°C to -18°C
  • Brief recovery periods after door openings: -12°C to -18°C (restored within 10-15 minutes)
  • Never exceeding -12°C under any circumstances (beyond this, product quality begins deteriorating)

Measurement location: Evaporator discharge air temperature (coldest point in cargo space, representative of refrigeration system performance)

Monitoring method: Continuous electronic temperature sensors with data logging, not manual checks or “we have a thermometer”

Why -18°C specifically:

This isn’t arbitrary. -18°C is the international standard for frozen food storage and transport because:

  • Enzyme activity effectively halted (food degradation stops)
  • Microbial growth completely inhibited (food safety maintained)
  • Ice crystal formation stabilized (texture quality preserved)
  • Sublimation minimized (prevents freezer burn)

Above -12°C, frozen food begins deteriorating. Above -8°C, it’s legally no longer “frozen” per most food safety regulations. Consumer products claiming “freezer-friendly” or “frozen meal” status were designed assuming -18°C storage throughout their lifecycle.

How we achieve this:

Equipment sizing:

  • Refrigeration systems 25-30% oversized for Gauteng altitude (1,750m = 21% capacity loss)
  • Variable-speed compressors modulating to actual load (not crude on/off cycling)
  • Distributed airflow preventing hot spots in cargo space

Operational practices:

  • Pre-cooling cargo space to -18°C before loading
  • Minimizing door opening duration (efficient loading, planned stop sequences)
  • Strategic door opening timing (avoid opening during peak solar heating when possible)

Monitoring and validation:

  • Real-time temperature sensors throughout cargo space
  • Data logging at 1-minute intervals
  • Alerts if temperature exceeds -16°C for more than 15 minutes
  • Monthly calibration of sensors against certified reference thermometers

What about door openings?

Each door opening introduces ambient air at 35°C (summer conditions). This creates temporary warm air near the door, but:

  • Refrigeration system sized to handle door opening thermal loads
  • Evaporator airflow mixes and cools air within 2-3 minutes
  • Temperature recovers to -18°C within 10-15 minutes
  • Products in cargo space never exceed -12°C even at surface (thermal mass of frozen products resists rapid warming)

We’ve measured this extensively. Products don’t thaw during brief door openings when starting temperature is -18°C and recovery is prompt.

Industry comparison:

  • Professional cold chain (us): -18°C ± 2°C, mechanically refrigerated, monitored continuously
  • Amateur “temperature-controlled” services: “Cold” is not a temperature. “Temperature-controlled” means nothing without specifying what temperature. Ice pack systems progressively warm from -18°C at start to +5°C by end of multi-stop routes.
  • Ambient courier with “frozen packaging”: Fantasy. No active cooling = no temperature control = guaranteed thawing over time.

Verification:

We provide temperature log data upon request for any delivery. This isn’t marketing – it’s documented proof that your products maintained proper frozen temperatures throughout transport.

Related Resources:

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