Frequently Asked Questions

 

Pellets are made from dried wood residues. Only wood shavings, dry chips and sawdust are used for the production of our pellets. In Stora Enso we use wood residues from our own sawmills.

The pellet production is integrated directly after the sawing line. All sawdust falls into the container right before the drying unit. The drying unit uses hot air (partially waste heat from the timber driers) to dry the sawdust. Already dried products as wood shavings and wood chips are then mixed with the sawdust and grinded to the right fraction size for making pellets. By carefully controlling the input through our pellet presses we are always reaching the highest quality with consistent dry content and volume weight.

The drying method makes sure that the sawdust is not contaminated with unknown particles. As a result we will always have the same ash content in the pellets as the sawdust has in the container.

After the pellet presses, the pellets are cooled and stored waiting to be delivered to you. Before delivery the pellets are sifted, to once again make sure that the right quality is obtained.
Please check on the home page if we deliver within your zip code area. To make an order you need to be registered, click on register and fill in your information. Next time just click on login. Select product and amount. Click on "Add to Basket". Go to "in Basket". Here you can see your order. Please check the data and your address, change if something is incorrect. Please note if you want to be advised in advance by SMS, E-mail or telephone and if you have ordered pellets in bulk let us know if you need a hose longer than 20 metres. At the moment you may only pay with credit card.Send your order. Please read the terms of deliver and approve. Fill in the information of your credit card and accept. Now you will get a receipt of your order and a confirmation to your E-mail address.
To provide a good service level and correct administration/delivery/payment we need to store the information you enter. Personal information is handled by us and DIBS AB. No credit card information is stored. We don't give out personal information to third part.

To check what we have stored, please login and click on "My profile" You may also change your personal information here, e.g. new address.
At the moment we are only delivering within a selected area. Please use our zip code tool on the homepage to find out if we can deliver to you.
Pellets must not come in contact with moist or water, if that happens the pellets will turn into sawdust again, and expand to 4 times the volume. Pallets with unbroken cover can be stored outside but we do recommend using some sort of weather protection for example a tarpaulin.
No, you don't have to.

What's important is that the following things are taken care of: Make sure that the road to the delivery place is well maintained in time for delivery, which is within five working days after ordering day. Delivery can also take place during weekends and public holidays.

When receiving pellets in bulk the storage must be ready for delivery from the first possible day of delivery.

When receiving pellets on pallets the delivery place must be well marked and/or write a clear instruction in the order where you want the pallets placed.
In the price 15% VAT is included. We deliver free of charge to the place you have chosen when ordering.

We offer payment by credit card.

Credit card We use the 3D-Secure method according to the new PCI Security Standards of 31 December 2008. All transfers are coded. Right now you can pay with Visa and MasterCard. If you will return goods the money will go back to your credit card.

Supplementary debiting

When a length of hose over 20 m is needed, this must be expressed when placing the order, and there will be an extra fee of 700 Kč per delivery. At bulk delivery, when you can't receive the bulk that has been ordered because of too small storage capacity, there may be a supplementary debiting. If you would like to be advised in advance by phone before the delivery there will be a fee of 200 Kč. SMS and E-mail advising are free of charge.
If you would like to make complaints about the product or service you shall contact us within reasonable time after you have or ought to have noticed the fault. Complaint about used product will not be approved. We must have the possibility to test the product.