Our Terms and Conditions apply to each delivery order and transaction – whether initiated by phone, online, or through a messaging system.
We do our absolute best to deliver excellent firewood to you every single time you order. We want all of our regular customers to be very pleased with their choice of firewood provider, so if you are not completely satisfied with any aspect of our product or service, then your recourse is to choose an alternate source for your next delivery order that might be a better fit for your preferences.
If there are no stairs or steep inclines we are happy to stack your firewood for free anywhere on your property that is on street-level, in an outdoor location, and directly accessible by a 24″ wide wheelbarrow either on your existing rack, or directly on the ground. There is a $25 upcharge added to your order if there are any stairs or steep inclines between the street level, and where your firewood is to be stacked.
We provide you with the opportunity to inspect our quality firewood before you pay for your delivery. There will be no refunds provided at any time, for any reason.
We test-burn our firewood at a minimum of once per week to make sure it has the quality characteristics our repeat customers have come to expect. If the fire is started correctly, then our wood burns beautifully every time. The firewood we deliver is seasoned outdoors in open air for at least 12-14 months in rounds (large chopped log sections) after the tree is felled; and split into firewood pieces shortly before delivery. This process results in excellent firewood with a range of approx. 18-26% moisture content upon delivery. This enables our customers to build a great fire that will not burn too quickly because it is not over-dried. If this is not the type of firewood you are accustomed to burning, some adjustment to your fire-starting process may be necessary, and we are happy to help with kindling advice, if available, upon request.
Our entire operation is outdoors – from processing through delivery, and there may occassionally be moisture on the surface of our firewood when delivered if there has been recent rain, snow or frost. This does not affect our wood’s internal moisture content, and will evaporate quickly when exposed to sunlight and breeze.
Our system attempts to send you (via SMS) a delivery confirmation message when your order is loaded and on the way that includes your driver’s name, vehicle description, and estimated arrival time. We will not guarantee an exact delivery time because of the large number of variables that are beyond our scope of control such as traffic, construction delays, weather issues, equipment breakdowns, and other unforseen interruptions. We will work with you diligently to arrange a time for delivery that is convenient.
A mandatory $75 re-trip fee will be added to any orders for which a customer has requested changes after delivery. If the request is approved, then the re-trip fee will be payable to the driver. There is a $75 charge added to your order if paymet is not made available to your driver immediately upon delivery. The re-trip fee also applies to your account if we have to retrieve the firewood from your property.
Firewood is a 100% natural product with a broad range of characteristics. The shape, color, moisture content, species and size of our wood pieces may have some inconsistencies and variation within an order, or across different orders.
We reserve the right to not accept, or to cancel an order if we determine that attempting to fulfill it could endanger the reputation of our organiztion, or the safety of our team members or equipment.
If you have located your firewood stacking area in a place on your property that is not accessible by a paved pathway, then our wheelbarrows, boots, and/or vehicle tires might create marks or indentations on your grass or other yard surfaces.
We reserve the right to photograph your stacked firewood order upon delivery, and use those photos in our marketing programs.
We reserve the right to use any written or typed feedback we receive from you (whether partial or in-full) in our advertising or web-based messaging activities – including your first name and location.