We give our pellets some serious love on their journey from the manufacturing plant to your doorstep, making sure they're handled with care until they reach your stove. If you have any questions about the quality of your fuel, please call us at 1-800-PELLETS.
All physical quality claims must be made within 30 days of delivery. Inspect your pallets upon arrival (see guidelines for inspecting your fuel ). In the rare instance that our driver nicks a bag with a forklift during delivery, or if you’ve lost fuel due to torn or water damaged bags or packaging, you're covered under our Physical Quality Guarantee. Give us a call right away.
We may require a photo of the damage, so that we can work with our manufacturers to stop the problem from happening again.
See our storage & handling recommendations to keep your fuel burning clean and hot all season.
BURN QUALITY (Does Not Include Less-Than-Perfect Sales)
Burn quality issues must be reported by the following time frame:
|If Your Delivery Date Was
||Report Burn Issue By
|March 1 – September 30
|After October 1st
||30 days from date of delivery
We work with the best mills in the business, and we developed our Burn Quality Guarantee because we’re 100% confident in our Quality Certified fuels. We will work with you to troubleshoot any burn quality issues; most issues can be addressed by adjusting stove settings to get the most out of a particular fuel, and by a regular cleaning & maintenance schedule. We may require photos to help diagnose and treat the problem. See our troubleshooting guide for more details.
If your burn quality issues cannot be resolved with adjustments to the stove settings and/or basic cleaning and maintenance, we’ll require proof of your last professional service and cleaning. In certain cases, we may require a certified professional to come out and look at your stove to assist with troubleshooting.