Frequently Asked Questions
Buying pellets form Stora Enso is easy and effective, but we understand if you might have some questions. There are also some practical considerations that are good know.
So, here, we answer the most common questions, and suggest the best way to receive and use your Pellets by Stora Enso.
- All
- Ordering
- Customer service
- Delivery
- Pellets
- Horse bedding
How do I get ready for delivery?
Thank you for ordering quality premium Pellets from Stora Enso. We’re excited to deliver your order as quickly and effectively as possible (within 10 weekdays from time of order.) You can help:
Please make sure to mark clearly where the pallets are to be placed. It is important that the site can be reached by the delivery truck driver.
Also, please make sure that the ordered items fit in the designated place, and that this location is ready before the time of delivery.
Please ensure access to the unloading point where the road:
- has a width of at least 3.5 meters,
- provides a load-bearing capacity for heavy trucks (axle load 10 tons),
- is cleared of snow and sand,
- And where the truck can clear height of 4.5 meters (branch-free).
For effective delivery of small bag pellets on pallets, please clearly indicate (write) in the free text field when ordering where the pallets are to be placed.
Kindly follow these instructions for a smooth and effective delivery. Once the pellets are delivered, it is your responsibility to then properly store and use them.
If you have any questions about storing or handling our pellets, feel free to contact us at +46 1046 39993 or pellets@storaenso.com on weekdays 09-11 and 12-15.
What is Stora Enso responsible for?
We take pride in safeguarding correct and timely delivery that consistently meets your needs.
- Delivery of the right goods according to certified quality control.
- Delivery of the right quantity according to order (bulk delivery +/- 200 kg) within the agreed time.
- For bulk pellets, delivery to the recipient's bulk coupling.
- For pallet pellets (16 kg bags), deliver to designated unloading point. If there is a risk of injury or accident, the driver must refuse unloading.
How does does Stora Enso ensure the highest quality? (certification and product specification)
Pellets from Stora Enso are engineered for the highest quality performance. We ensure this by annually certifying our products to meet strict technical requirements. In fact, Stora Enso is one of only a few pellets producers in Sweden that is certified by a set of demanding standards according to the industry’s leading international accreditation program ENplus®. Certified at the highest level, called A1, Pellets by Stora Enso consistently meet or even exceed these standards, to offer you the best possible heating experience.
You can learn more here about the benefits of choosing ENplus® certified Pellets. Also, feel free to take a look at our certifications for our production mills.
Why does quality matter?
6mm pellets with low moisture content will burn most consistently and effectively, generating efficient heat and resulting in minimal ash left in your boiler or stove. That means better lifetime performance of your appliance - a better total value and a more reliable heating experience.
Would you like to learn more about our high-performance technical specifications?
Can my pellets be stored outdoors?
Indoor storage ensures your pellets will perform as intended. If you must store outdoors, we highly recommend doing this with precautions: Pellets must not come into contact with moisture or water, including rain, sleet, and snow. If this happens, the pellets will transform into become chips, expanding about 4 times the original size. Pellets on pallets with undamaged protective packaging can be stored outdoors, but we strongly recommend using weather protection, such as tarpaulin or similar. We recommend storing the pellets bags on their pallet or off the floor to avoid contact with ground moisture.
Do I have to be home when my pellets are delivered?
We are happy to meet our customers, but you do not have to be at home for our delivery. However, it is important that the following measures have been taken: Make sure that the road to the unloading point is passable within the delivery time window, which is within ten working days after ordering.
When delivering bulk pellets, the storage room must be ready for reception from the first possible day of delivery until delivery has taken place.
When delivering pellets on pallets in small bags, indicate clearly in the free text field where the pallets are to be placed.
What is the difference between the pellets for heating and for horse-bedding?
Both our premiumpellets for heating and for horsebedding live up to the highest quality standards for optimal performance. While used very differently, the two products are rather similar. They are delivered in the same bag and in the same pallet size for greatest production efficiency (= savings to you). Both are made from sawn wood residues in our integrated production with the greatest environmental attention. There may, however, be differences in the wood source (pine, spruce) used to process the pellets.
I have a question about Pellets... I have a concern about my delivery... How do I contact Stora Enso?
We’re always happy to hear from our customers and are ready to provide you with effective service to resolve any questions that might arise. Feel free to reach us at +46 1046 39993 or pellets@storaenso.com on weekdays 09-11 and 12-15.
If you have concerns about the pellets goods, please notify us within 3 days from time of delivery or notice of the problem. We cannot help you regarding complaints concerning already used goods as used goods may be affected by your storage, usage, or weather conditions. Please allow us take samples as necessary to resolve any questions concerning product quality.
We’re confident that Pellets from Stora Enso will provide long-lasting and effective results for your heating or bedding needs.
How do I use horse bedding pellets by Stora Enso?
By adding fresh water to the wood pellets, they are softened into an absorbent bedding for the horse which is both dry and comfortable.
You can use pellets by Stora Enso in different ways, different horse owners will use different methods to prepare the bedding. For example, water can be added to the bag, which fluffs up the pellets into a dense, dry bedding. As you begin to use pellets, you will quickly work out how much water you prefer to add to each bag. If you have very wet horses, you can top up the bed with dry pellets on top of the wet areas. We have noticed that on average, it takes 10 litres per bag to activate the pellets. Once you have poured the water, wait for 10 to 15 minutes for them to become a fluffy bedding.
How many bags of horse bedding pellets do I need for a box?
You will need about 6 to 8 bags to create a new bedding.
How many bags of horse bedding pellets do I need for maintenance?
For the average horse, you will need approximately 1-2 bags per week depending on the horse's cleanliness, the size of its box, and the time the horse spends there.
How long does a horse bedding pallet last?
One pallet is typically about 7-9 months’supply, depending on the horse's cleanliness, the size of its box, and the time the horse spends there.
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