Delivery Coverage
We deliver to UK mainland addresses only. Please contact us on 01668 213467 if you require delivery out with this area and we will advise of any additional surcharges. Some areas may incur an additional surcharge or extended lead time, including the Scottish Highlands & Islands, Northern Ireland, and other remote or offshore postcodes. Any surcharge will be shown before you complete your order.
How Your Order Is Delivered
Hotmax fuel logs are supplied in 10kg bags on a shrink-wrapped pallet, delivered via a third-party pallet courier.
Pallet specification: approx. 1m x 1.2m footprint, up to approx. 1.65m high, total weight approx. 1 tonne (bag count 100 based on 10kg bags).
- Delivery is kerbside / ground-floor only, to the nearest safe, accessible point at your property boundary.
- Pallet trucks cannot be used on soft ground, gravel, or steep/uneven surfaces — access must be reasonably flat and firm.
- The delivery vehicle is a large lorry (7.5 or 18 tonne, depending on load and access). Please ensure there is safe, adequate space for a large vehicle to reach the agreed delivery point.
- The courier will usually call ahead to arrange or confirm a delivery day.
Lead Times
- Standard delivery: we aim to deliver 5 working days from dispatch. Orders placed by 3pm are typically processed the next working day. Lead times may be extended during busy periods (particularly over winter).
Someone Needs to Be There
- A pallet delivery requires someone aged 18+ to be present at the agreed time to receive the goods and sign for delivery. If nobody is available:
- A redelivery charge may apply (in line with our courier’s standard redelivery fee).
- If ground conditions or access don’t allow the pallet to be brought further than the kerbside, it will be left there at the customer’s own risk unless other arrangements have been agreed in advance.
Delivery Costs
- Delivery charges are included, and shown in full at checkout before you pay.
Inspecting Your Delivery
Please check your delivery on arrival and sign the courier’s paperwork accordingly, unless prior arrangements have been made for the pallet to be left unattended. If the load is visibly damaged, please note this on the delivery paperwork (or decline the damaged items) and contact us within [48 hours] with photos.
Missing or Damaged Items
If your delivery arrives short, incorrect, or damaged, contact us within 48 hours of delivery with your order number and, if possible, photos. We will arrange a replacement, top-up, or refund – see our Returns Policy for full details.
Contact Us
Email: [email protected]
Phone: 01668 213467