Frequently asked questions

Orders are paid exclusively by secure bank transfer. Full payment must be confirmed before preparation and delivery. Goods cannot be delivered or handed over before payment is received.

Once your transfer is received, your order is prepared and handed to our partner carrier for delivery within 2 to 4 working days of actual receipt of payment. You receive an email confirmation when your pallet is taken over.

Delivery in Germany is included in product prices. No transport charge is added to your order and no payment is due to the carrier on delivery.

Standard delivery takes 2 to 4 working days after payment is actually received. Deliveries take place Monday to Friday during business hours, excluding weekends and public holidays.

Once your pallet reaches the destination regional depot, the carrier calls you to arrange delivery. A Track & Trace link is also emailed to you to follow the shipment.

Yes, an adult must be present to receive and inspect the goods and sign the delivery note with the driver.

Delivery is by truck with a hydraulic tail lift. The pallet is lowered to the ground and moved by pallet truck as close as possible to your property at the edge of the public road.

The unloading surface must be firm, level and accessible (asphalt, paving or concrete). Due to the total load of around 1,200 kg including the pallet truck, movement over gravel, grass, soil, stones or steep slopes is not possible. Access requires at least 1.20 m width and 2.10 m height.

The catalogue includes wood pellets, RUF and Pini-Kay briquettes, logs and firelighters. Check each product page for its pack size and stated characteristics. Certifications and drying methods apply only to products that mention them.

Collection can be arranged after prior confirmation at our warehouse: Marie-Curie-Straße 3, 48599 Gronau, Germany. Contactez-nous pour convenir du rendez-vous et préparer le chargement.

Store logs in a ventilated shelter protected from rain. Keep pellets and briquettes dry and away from moisture, following manufacturer recommendations.