Shipping policy

WoodGate Pellets ships directly from our mill in Oliver, British Columbia, Canada.

SHIPPING OPTIONS

Online pellet orders are sold and shipped in 2, 4, 6 and 8-bag boxes. Each bag contains 20 lbs of pellets.

Shipping rates are based on the size of your order and the delivery destination. The applicable shipping charge will be displayed at checkout before you complete your purchase.

ORDER PROCESSING

Orders are prepared for shipment from our mill in Oliver, BC.

Once your order has shipped, you will receive a shipping confirmation email with tracking information when available.

Please ensure that your shipping address and contact information are complete and accurate before submitting your order. WoodGate Pellets is not responsible for delays or additional costs resulting from incorrect or incomplete shipping information provided at checkout.

DELIVERY TIMES

Delivery times shown at checkout or provided by the shipping carrier are estimates and are not guaranteed.

Delivery may be affected by carrier delays, weather, remote delivery locations, customs processing for cross-border shipments, or other circumstances outside of WoodGate Pellets' control.

CANADIAN ORDERS

We ship WoodGate Pellets to eligible destinations across Canada.

Shipping rates vary by destination and order size and will be shown at checkout.

UNITED STATES ORDERS

We ship to eligible destinations within the United States.

Any applicable import duties or tariffs known at the time of shipment are prepaid by WoodGate Pellets and included in the shipping charge shown at checkout. Customers will not normally be required to pay additional import duties upon delivery.

Due to the evolving trade and tariff environment between Canada and the United States, tariffs, duties and customs requirements may change with little or no notice. If a new or increased tariff, duty, tax or customs charge is imposed after an order is placed or is otherwise assessed by U.S. customs or the carrier and was not included in the amount prepaid by WoodGate Pellets, the customer may be responsible for the additional amount due upon delivery.

Shipping rates to U.S. destinations are subject to change at any time to reflect changes in tariffs, duties, customs requirements or other cross-border shipping costs.

DAMAGED OR INCORRECT ORDERS

If your order arrives damaged, unusable, or you receive an incorrect product, please contact us at info@woodgatepellets.com within 5 days of delivery.

Please include your order number and photos of the product and shipping packaging so we can assess the issue.

If your claim is approved, WoodGate Pellets may, at our discretion, replace the affected product or issue a refund in accordance with our Refund Policy.

Please do not discard damaged products or packaging until we have reviewed your claim, as photos or additional information may be required.

LOST OR MISSING SHIPMENTS

If tracking shows that your order has not arrived within the expected delivery period, please contact us at info@woodgatepellets.com and we will work with the shipping carrier to investigate.

If tracking shows an order as delivered but you cannot locate it, please first check around the delivery location and with other members of your household or property. If the shipment still cannot be located, contact us and we will assist with the carrier investigation.