Delivery

Setting Clear Expectations for a Great Customer Experience

Reliable delivery is a vital part of your customer experience. Understanding how palletised firewood deliveries work and their limitations helps ensure smooth handovers, fewer issues on delivery day, and happier end customers.

At Certainly Wood, we work with Palletline to deliver efficiently across the UK. While this service is reliable, it has important limitations that must be understood and communicated clearly.

How Palletised Delivery Works

Most Certainly Wood trade orders are delivered via a national pallet network using tail-lift vehicles. This allows us to deliver large, heavy products safely and cost-effectively.

Standard delivery includes:

• Delivery on a pallet via a tail-lift lorry
• One delivery attempt on the agreed delivery date
• Kerbside delivery as the defined completion point

What Can Be Done 

• Kerbside delivery to a safe, accessible location
• Delivery to commercial premises, forecourts, or hard-standing areas
• Drivers can lower pallets using a tail lift
• Delivery instructions can be passed on as requests (not guarantees)

What Cannot Be Guaranteed

Due to health & safety rules and contractual limits, pallet network drivers cannot guarantee:

• Moving pallets into buildings, garages, sheds, or gardens
• Navigating gravel, grass, steep slopes, steps, or uneven surfaces
• Waiting for customer availability beyond a reasonable time
• Returning at a later time without a redelivery charge
• Even if a driver has helped in the past, this is discretionary and not guaranteed.

Kerbside Delivery Explained

A successful delivery, as defined by the pallet network, is when:

• The pallet is safely unloaded
• It is placed at the nearest kerbside or accessible hard-standing area

If a driver cannot safely complete delivery beyond kerbside, the delivery is still classed as complete. This is why setting expectations in advance is essential.

Speak to Your Trade Account Manager

If you have any concerns, access restrictions, or specific delivery requirements, please speak to your trade account manager before placing your order. They can advise on suitability, add delivery notes where appropriate, and help ensure expectations are set correctly from the outset.

Managing delivery expectations upfront helps protect your customer experience and your reputation.