We’re proud to offer world-class customer service along with the highest quality pellets, and we want you to be completely satisfied with your pellets, all the way through the heating season. And there are plenty of ways to hear more from our customers.
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.” But realistically, the “moisture-free” value isn’t very useful for you, since it represents the heat outbound of a pellet after all the moisture is removed (and we assume that most people don’t have a laboratory-grade pellet dryer at home). So, the best fuels have an as received BTU value of 8000-8400, or a moisture-free BTU value of 8200-8800.
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.
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 100% happy with your pellets, your delivery, and your service – and we guarantee that no one will treat you and your pellets better.