FAQ
A short guide to buying solid fuel without risk: ordering, payment, delivery, checking weight and quality, returns. Questions about specific fuels are answered in the FAQ on the category pages.
Here you will find the general questions we are asked most often. Answers about specific types of fuel are at the end of the "Pellets", "Coal", "Briquettes" and "Peat Briquettes" pages. In-depth explanations are in the buyer's guide.
Didn't find an answer? Call us or leave your number on the "Contacts" page, and we will call you back within 30 minutes during business hours.
Questions and answers
How do I place an order?
Click "Order" on the product page, leave your number via "Request a callback" or call us. The manager will confirm the fuel type, packaging, quantity and address, and give you the price including delivery and the dispatch date. An order is considered accepted only after this confirmation.
What is the minimum order quantity?
One bag or one pack via Nova Poshta. A truck with a tail lift becomes cost-effective from one or two pallets. Wholesale prices apply from 20 t; terms are on the "Wholesale Buyers" page.
Can I try the fuel first?
Yes, that is what the trial bag is for: one bag of pellets, coal or peat briquettes, or one pack of briquettes, sent via Nova Poshta with payment on receipt. Check how the fuel burns in your boiler, and only then buy a pallet or a tonne.
Do I need to pay in advance?
Not for retail customers. You pay on receipt: cash on delivery at the branch, or to the driver after counting the bags. We never ask for prepayment to a personal card; if someone asks for it on our behalf, they are scammers.
What payment methods are available?
Cash on delivery via Nova Poshta, cash or card to the driver on delivery, and bank transfer against an invoice for legal entities and sole proprietors (FOP). More details are on the "Delivery and Payment" page.
How much does delivery cost?
Nova Poshta: at the carrier's rates. Pallets, big bags and bulk: a fixed price per trip, which the manager quotes before the order is confirmed; it depends on the distance and the number of pallets. Self-pickup from the warehouse is free.
How quickly will the fuel be delivered?
Fuel in stock is dispatched within 1-3 business days after confirmation. Nova Poshta usually delivers within 1-3 days. Demand peaks in October-December, so it is best to order your season's supply in advance.
How do I check the weight on delivery?
Count the bags or packs and weigh any of them on household scales in front of the driver. The tolerance per bag is 2-3%. If the weight is short, record it in the delivery note, take a photo and notify the manager on the same day, and we will make up the weight or refund the difference.
What documents do you provide for the fuel?
A fiscal receipt, always. On request, a delivery note and a certificate or test report for the lot: ash content, moisture, calorific value, fraction. We can send the test report even before payment so that you can see the figures in advance.
What should I do if the fuel is of poor quality?
Send photos of the fuel and of the bag with its label, together with the order number, by e-mail or messenger. If the defect is confirmed, we will replace the fuel, reduce the price or refund your money, and we will pay for delivery in both directions. We respond within 3 business days.
Can I return fuel I no longer need?
Yes, within 14 days of receipt, provided the fuel has not been used and is in intact factory packaging. In this case, return delivery is paid by the buyer. Full terms are in the public offer.
Which fuel should I choose for my boiler?
Pellet boiler or burner: pellets; for a flame burner, only class A1 wood pellets. Manually fed boiler: anthracite AO/AM with forced draught, long-flame coal DG without a fan, or briquettes. Automatic coal boiler with an auger feed: anthracite AS. Tell us your boiler model and we will advise more precisely.
How much fuel do I need for the winter?
An insulated house of 100-150 m² typically needs 4-6 t of pellets or wood briquettes, or 3-5 t of anthracite, per season; without insulation, about a third more. For a calculation based on your floor area, boiler and region, see the article "How much fuel you need per season".
How many bags are there in a tonne?
About 67 bags of 15 kg, 40 bags of 25 kg, or 100 packs of 10 kg briquettes. To compare prices fairly, multiply the bag price by the number of bags per tonne. A "bag → tonne" converter is available on every category page.
How should solid fuel be stored?
Dry, under a roof and off the ground, on pallets or skids. Pellets and briquettes swell and crumble when exposed to moisture, and peat briquettes go soggy. Coal is less demanding, but wet anthracite is harder to light and produces more clinker.
Can I buy fuel using a benefit or subsidy?
Benefits and subsidies for solid fuel are paid out in cash, and you buy the fuel yourself. On request, we issue a fiscal receipt and a delivery note. The 2026 amounts, who is eligible and how to apply are covered in the article on benefits and subsidies.
Do you work with businesses and public sector institutions?
Yes: supply contract, bank transfer payment, delivery notes and quality documents for every lot, and scheduled deliveries. You can submit a request on the "Wholesale Buyers" page.