Frequently Asked Questions

Which pellets are better, hardwood or softwood?

It’s the most common question we get, and the answer surprises most people. Premium softwood pellets often outperform hardwood: they contain more lignin, the energy-rich natural binder in wood fiber, which means higher heat output and frequently less ash. That runs counter to firewood best practices, where dense, seasoned hardwood logs rightly earn their reputation for quality. However, wood pellets aren’t logs. They’re a manufactured fuel, and the drying and compression process erases most of the differences that matter with cordwood. Nearly every modern pellet stove will burn either, so the real answer is this: buy the highest-quality pellet you can, not simply the one labeled ‘hardwood.’ High BTUs, low ash, low moisture, and independent testing affect your stove’s performance far more than the species of tree it came from. Read the full hardwood vs. softwood comparison.

Can I keep my wood pellets outside?

All of our pellets are wrapped in protective shrouding, so, yes – they can weather the elements. If you’re going to store your pellets outside, we recommend the following: (1) store your pallets in a high, dry area away from irrigation; (2) inspect your pallets and make sure there are no holes in the shrouding; and (3) cover your pallets with a water-proof tarp for an additional layer of protection. See our full guide to storing wood pellets.

This is a big purchase to make online. How do I know you’re a reputable company?

We’ve been doing this since 2006 — more than 150,000 tons delivered. Nearly two decades of heating homes across New England and beyond. Companies that cut corners on fuel quality and don’t stand behind what they sell don’t last twenty winters in this business. Learn more about us.

What is the minimum order quantity?

In most cases the required minimum is one ton of fuel. However, we do have areas that require two or more tons due to the distance from our distribution center. The shopping cart will inform you of how many tons are required for your area — enter your ZIP code to check pricing and requirements where you live.

When will you charge my credit card?

We require a $100 deposit at the time of placing your order. Then once your delivery date is confirmed, we will charge the same credit card on file with the balance.

Can I purchase my fuel during a spring buy sale and have it delivered in the fall?

No. Our spring buy sale requires delivery by the end of June.

Why does the “Select Your Delivery Month” drop-down menu sometimes have limited options?

With the seasonality of this business, we typically reach capacity limits in September and October and remove these options from the menu. If you need delivery in one of these two months, our recommendation is to place your order early.

Can I pick up my order?

No. We only offer home delivery.

WoodPellets.com does not offer home delivery to my area. Can you recommend any brands of pellets (other than CleanFire)?

PelletHeat.com is a great resource to research brands and local dealers.

What states do you offer home delivery in?

We currently offer home delivery in sections of the following states: Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, Connecticut, New York, New Jersey, and Pennsylvania. Enter your ZIP code to see if we service your area.

Can you deliver wood pellets into my garage?

In most cases the answer is yes. We charge an additional fee to deliver into the garage due to the extra time and equipment required to make such a delivery. Learn more about how our delivery works.

Can I specify my delivery date when ordering?

You choose your delivery month, and we take it from there.

Here’s why: we deliver our wood pellet fuel using large commercial trucks with special forklifts. When we can group nearby deliveries into efficient routes, we keep our costs down — and that’s exactly what lets us offer free delivery. If every customer picked a specific date, we’d be sending trucks half-empty across many different states, and that cost would make free delivery impossible. We’d rather give you the savings.

What if I am on vacation when you try and schedule my delivery?

If your delivery is to your driveway, you don’t need to be home. Our drivers will follow your instructions and place the fuel exactly where you would like. However, if it’s a garage delivery, our scheduler will simply reschedule your delivery for when you return from vacation.

Does your delivery truck park in my driveway?

No. The delivery truck will park out on the street and use a forklift to place the pellet fuel where instructed.

I live on a very busy road. Isn’t this dangerous to park the truck on the street?

Yes! If you live on a very busy road where this type of delivery would be dangerous, please indicate this on your delivery instructions and we will make some accommodations to minimize the risk.

Can I have my pellet fuel delivered into a shed, in my backyard, or somewhere other than my garage or driveway?

In most cases the answer is unfortunately no. Given the size and weight of this equipment, there is too much risk involved with driving across lawns.

Where will you place my wood pellets?

Where would you like us to place them? When you place your order, we always ask for delivery instructions. We carry forklifts on all our trucks, so we can drop your pallets in your driveway. And in most areas of New England, we can bring your pallets to the back of your garage with our optional garage delivery service.

Do I have to be home for delivery?

For a garage delivery, yes. We prefer you are home to allow us access to your garage. For a driveway delivery, no — we will follow your delivery instructions and place the fuel exactly where you specify.

Can you stack the pallets?

No. This is far too dangerous.

What is the WoodPellets.com Quality Guarantee?

Our Quality Guarantee is our promise that the fuel arriving at your door will perform; every bag, every ton, every season. It starts long before delivery: we partner only with mills that meet our strict production standards, and every pellet we sell is independently verified by certified testing laboratories for heat output (BTUs), ash content, and moisture. We don’t stop at the lab report, either. Our team performs random sample testing of our own, and if a pellet doesn’t meet our expectations, we simply won’t sell it. If we wouldn’t burn it in our own homes, we won’t recommend it to yours. And because we stand behind every order, your purchase is backed by our Quality Guarantee. Read our full Quality Guarantee.

What makes a good pellet?

The best measures of pellet quality are (1) heat output, (2) ash content, and (3) moisture content.

Heat output is measured in BTU/lb. Most retailers will display the “moisture-free BTU value,” which is substantially higher than the “as received BTU value.” The best fuels have an as-received BTU value of 8,000–8,400, or a moisture-free BTU value of 8,200–8,800.

Ash content is measured as a percentage of weight and should be at most 1%. In other words: when you burn a 40-pound bag of pellets, you should have less than 6 oz. of ash (or about 3/4 cup). The less ash you have, the less often you have to clean your stove.

Moisture content is also measured as a percentage. A premium pellet must have less than 8% moisture, but higher quality fuels will have 6.5% or less. If the moisture content of your pellets is too high, you may notice that your fuel takes longer to ignite when you first fire up your stove. Learn how we hold our pellets to a premium standard.

What are Quality Certified pellets?

Our Quality Certification program guarantees that the pellets we sell exceed the ‘premium fuel standards’ defined by the Pellet Fuels Institute. We send our Quality Certified pellets to an independent laboratory to ensure they have less than 1% ash, less than 8% moisture, and a high heating value.

What if I’m not happy with my pellets?

You’re covered under our guarantee for all of our Quality Certified products. Our team is dedicated to bringing you the very best fuels at the best prices. We’re not happy until you’re happy with your pellets, your delivery, and your service – and we guarantee that no one will treat you and your pellets better.

Do you service pellet stoves?

No. WoodPellets.com no longer offers stove service or cleaning. However, use our dealer finder to find reputable dealers in your area that can help with repairs and cleaning.

Is the CleanFire brand sold in stores?

No. CleanFire is sold exclusively through WoodPellets.com.

Do you still offer CleanFire in the 1.5 ton skid configurations?

No. We no longer offer these 1.5 ton (75 bag) pallets.

I have ordered LG branded pellets from you in the past. Are they still available?

No. We no longer sell this brand of pellet fuel.