General FAQs

Q: How will my order be delivered?

A: Your order will be delivered in a dropside transit tipper, we will leave your bulk bag wherever you like if we have adequate access. Please inform us if access is likely to be difficult and we will do what we can to leave your bulk bag as close to your desired spot as possible.

We will stack smaller bags of logs and 25kg pre-packed bags where required and we will empty loose 50kg sacks into your shed or bunker.

We have a unique style of offloading bulk bags! First we will make sure there is adequate clearance from both above and below. Then we will raise the tipper so your bulk bag slides down slowly and lands standing up, it often entertains present customers!

Q: How do I pay? Is my payment secure?

A: We offer online payments through Paypal which are 100% secure - we will be in contact to arrange delivery shortly after your online order. If you would rather pay via bank transfer then please contact us via e-mail or phone with your order so we can e-mail your invoice to you, our bank details will be on the bottom of the invoice - we will then arrange delivery as soon as payment has been recieved. Alternatively, you may pay over the phone with your card details and arrange delivery - once your card payment has been processed successfully we will destroy your card details immediately.

Q: My online order is not being accepted! Why is this?

A: Our online shopping system is dependant on the journey time from our yard to your home and the customer base we have in your location. The shorter the journey time and the greater the likelihood of us making a full load up, the smaller the minimum order requirement will be, though if you are in areas 2 or 3 please feel free to enquire if you would like to order less than the minimum quota as we will consider it if we are heading your way. Please view Delivery Locations at a Glance to see where your location stands. One bulk bag qualifies for all areas in our range. Most locations above a 45 minute journey are likely to be out of our delivery range - if this applies to you please feel free to enquire.

Q: I've forgotten my password and I can't access my account! What do I do?

 

A: You can request a password recovery which will automatically e-mail you with a link (you may need to check your junk folder.) Follow the link, enter your new password twice and you should be good to go. If this doesn't work then please contact us with your name and address and we'll reassign you with a different password. Once you're logged in with your reassigned password, click on My Account and you'll be able to choose a new password.

Q: Can I pick and choose my delivery date and time?

A: During off-peak times this will be easier to arrange. We can't guarantee a precise time but we can advise whether your order will arrive in the morning, late morning, early afternoon, late afternoon or early evening of a specific day. If you are looking to choose a specific day during peak winter times then please allow at least five working days.

Q: Do you aim to deliver in specific areas on each day of the week?

A: Yes, Mondays we will look to cover local villages and the Attleborough/Hingham/Watton areas. Tuesdays - NR16 east, NR15, NR14. Wednesdays - NR16 west and the Diss/Eye/Harleston areas. Thursdays - Attleborough/Wymondham/Hethersett/west Norwich areas and Fridays/Saturdays will be various areas depending on demand.

Q: Do I need to be at home when you deliver?

A: As long as we have access to your shed/bunker or the area you would like your small bags of logs stacked/bulk bag offloaded, you do not need to be at home.

Q. How long will I have to wait for a delivery?

A: Generally within three days, sometimes sooner. In winter please allow up to five days in order for us to group together as many orders as possible. December in the build up to Christmas time can get very busy when delivery times are likely to double. 'Beast from the East' scenarios are even more hectic so please take these into consideration when ordering.

Q: I need my order sooner! What are my options?

A: You may arrange a yard collection by prior arrangement. Please contact us to arrange this so that we can make sure one of us are present at the yard when you arrive.

Q: Am I able to cancel, change or delay my order?

A: Yes, you reserve the right to cancel, change or delay your order for any reason as long as it hasn't been dispatched. For more details please view Direct Deliveries Terms & Conditions.

Q: Is my order returnable if I am not happy with the product?

A: Yes, all products are returnable as long as you notify us within 14 days and you have kept them in a saleable condition. Please contact us and we'll discuss further options with a view to a part exchange.

Q: What do I do with my empty bulk bag?

A: Inside the bulk bag you will see some packaging which will give you the option to return the bulk bag free of charge so it can be reused.

Q: Do you do a newsletter?

A: Yes, if you opt in we will occasionally get in contact about special offers and updates, you may need to check your junk folder. Alternatively, you may view or follow our Facebook and Instagram pages to keep up to date.

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