In this guide
A crate of logs or a pallet of bags is a heavy load, delivered on a lorry and unloaded with a tail-lift and pallet truck. A little preparation makes the delivery quick for everyone, and avoids the disappointment of a failed attempt. This guide is a practical checklist.
Before you order
Think about where it will go
Decide where you want the load to be left before you order. Once it is down it is very heavy and cannot be moved by hand. A loaded crate or pallet can weigh several hundred kilograms, so do not try to shift it yourself.
Good places are a hard, level drive or parking area close to where you will store the fuel, ideally near or under cover.
Check the surface
The pallet truck used to unload has small wheels. It needs level, hard standing. It cannot manage:
- grass or soft ground
- gravel or loose surfaces
- slopes
- steps, kerbs or lips
If the only access is across one of these, tell us when you order and we will see what we can do. See our delivery page for how we handle awkward access.
Check the route
- Can a large lorry get to your address? Narrow lanes, low branches, weight-limited bridges and tight turns can stop it.
- Is the gateway wide enough, and is the approach clear of parked cars?
- Is there anywhere safe for the driver to stop while unloading?
Tell us about anything unusual when you order, including in the notes on the checkout page.
In the days before
- Clear the delivery point of cars, bins, bikes and anything else in the way.
- Check your delivery date in your order confirmation and in the email we send.
- Prepare your storage. Have a dry, covered place ready; see how to store firewood.
- Make sure someone can be there to receive the delivery and sign for it if asked.
On the day
- Be available for the delivery window, and keep your phone nearby in case the driver needs to reach you.
- Show the driver where you want the load. They cannot usually move it afterwards.
- Keep children and pets well away while the lorry is unloading.
When it arrives
Check the delivery before the driver leaves, if you can:
- Does the quantity look right, and is it the product you ordered?
- Is the crate or packaging damaged?
- Do the logs look and feel dry?
If anything is wrong, say so right away and take photographs. Then contact us as soon as you can, with your order number and the photos, so we can put it right. Our terms of sale and returns page explain more.
After delivery
- Move the fuel into dry storage as soon as you reasonably can, or at least cover the top. Do not leave a crate exposed in the rain for days.
- Keep a day or two's worth indoors, so it warms through.
If you can't be there
If nobody can receive the delivery, or the vehicle cannot reach the point you chose, the driver may not be able to deliver, and a second attempt may cost extra. If your plans change, contact us as early as you can.
