Delivery Information

It is best that someone is in to accept the deliveries if possible however, we instruct the Pallet Network and APC to leave deliveries in a safe place if one can be identified to save any re-delivery charges for our customers.

We normally use APC for the delivery of products, including garden products, sample packs, mini packs and other items shipped by parcel service.

Where possible, we aim to ship out the same working day if ordered before 2pm. Delivery is usually next working day or at most two working days to the majority of UK postcodes.
These delivery times can extend due to demand on us and the delivery network during busy periods, especially in the run-up to Christmas.

For orders with multiple parcels, it is not uncommon for the consignment to be split over two delivery days, so please allow 7 days from the date of order before alerting us to a delayed delivery.

Deliveries to the Scottish Highlands or Islands may take slightly longer.  For some products, we may use an alternative courier if APC don’t cover that area.

Will I get tracking information for my parcel?

Normally, yes, you will get parcel tracking information. We provide APC with your mobile number if one is provided. If a mobile number isn’t provided, we may add the email address used when you placed your order. If we need to use an alternative courier, they usually offer parcel updates too. From time to time, there may be issues with the tracking systems of the third-party companies we use. Calido Fuels Ltd. have no control over this.

We use tail-lift delivery vehicles and pallet trucks to move the pallets.

Important Restrictions to consider:

Pallet trucks can only be used on firm, level ground such as concrete, tarmac or monoblock. We cannot use them on gravel, grass, mud or steep slopes, so an alternative location will need to be identified. Terrain must be relatively level to operate the tail-lift. This should be considered for sites on a slope, as it may be too dangerous to unload the vehicle.

If either of the above applies to your property, please contact us before placing an order.

For firewood deliveries with restricted access, please consider our netted products or half pallets of briquettes, which may be easier for you to move by hand if required.

Local deliveries
Local deliveries were previously carried out with a 7.5-tonne delivery vehicle. Our local delivery is now a larger 18-tonne vehicle similar to those used by Palletline.

All other deliveries
Our Kiln Dried Logs, Wood Briquettes, Stoves, Wood Fired Ovens and Masonry BBQs are delivered nationally via a pallet distribution network. This is a kerbside delivery service, and whilst some drivers may wheel the pallet into your garage, this is a bonus.

 Vehicles will usually be delivery trucks with a tail-lift so that pallets can be lowered by the driver. The normal lorry size is an 18-tonne lorry up to 13m long (similar to most bin lorries). We can request a smaller vehicle if requested; however, this is totally dependent on what the depot local to you has available.

It is up to the pallet network driver on the day to make a judgment about wheeling the pallet onto your property or about reversing up your drive.

Delivery Date

For most firewood products, you’ll be asked to select your preferred delivery date at checkout when placing your order online or over the phone. In most cases, we deliver on your preferred date.

Please be aware that the delivery date is not guaranteed and whilst we make every effort to deliver goods within the estimated timescales, delays are occasionally inevitable due to unforeseen circumstances. Calido Fuels Ltd will not accept liability for any delay or failure to deliver the products on the delivery date specified. Calido Fuels Ltd will not be held liable for any loss of earnings as a result of a non-delivery. 

We do not offer a specific delivery date for some PA, PH, IV, KW HS & ZE postcodes.  If you need the delivery on a specific date in one of these postcode areas, please contact us before ordering. We do not guarantee any delivery date to Northern or Southern Ireland.

Delivery Time

Deliveries of palletised goods can be anytime between 8am and 6pm, usually. During exceptionally busy times, they may be delivered outside of these times. Refusal of a delivery outside of these times will be a breach of our terms and conditions and a re-delivery or cancellation charge may apply.

Pallet delivery tracking & delivery time updates

Once your order enters the pallet network, you will receive a notification from our courier confirming dispatch, along with tracking information.

On the day of delivery, once the pallet has been loaded onto the delivery vehicle, you will also receive a text and/or email with an estimated time of arrival so you know when to expect your order. If you do not receive a message in the morning, this normally means your delivery is scheduled for an afternoon run.

Unlike standard parcel deliveries, pallet delivery times are estimates only and can change during the course of the day due to the size and weight of palletised goods, traffic conditions, delays at delivery points and the requirement for HGV drivers to adhere to strict driving hours and mandatory rest breaks.

For pallet deliveries in the Stirling and Falkirk areas, where we use our own vehicle, an email will be sent the evening before delivery with an estimated delivery time. Our driver will also call approximately 30 minutes before arrival to advise that they are on their way.

Please note that pallet delivery ETAs are indicative only and are not guaranteed. 

18-tonne vehicle – usually the biggest vehicle that may be used

1. All of our firewood and solid fuel products, including logs, coal, peat and briquettes
2. All stoves
3. All pizza ovens, masonry BBQ’s and RB73 outdoor patio heaters.