Home Logs & Wood Fuel Frequently Asked Questions About Logs

Frequently Asked Questions About Logs

For Wood Fired Hot Hub FAQs click here.

What is what3words and how can it help a log delivery?

what3words is a really simple way to share an exact 3m x 3m location. By providing us with your unique what3words reference for where your log delivery is to go, it will allow our drivers to ensure (where physically possible at the time) that your logs are left in the right place. For example this might be on the left of the garage door, at the top of the drive or next to the the log store round the corner…

Emergency services across the UK are now using 3 word addresses to easily find and share precise locations.

Where do you deliver?

We deliver for free across much of North Yorkshire, County Durham, Tyne & Wear and the Tees Valley. See our Delivery Area for more information. We also deliver across the rest of the country through the Fortec and Palletways distribution networks.

When will I get my delivery?

Our free delivery area is split into daily rounds. The proposed delivery day for your area is displayed in the basket after you have entered your postcode. If this does not suit or you are desperate for logs we will try to accommodate you as soon as we can. We try to be as flexible as possible but also efficient to keep our costs down and supply you for as little as possible!

We deliver between the hours of 8am and 8pm so please be prepared to receive your delivery during these times. Our drives are happy to follow instructions such as ‘key for garage under mat, please remember to lock up and put it back’

We deliver 5 days a week including some evenings and weekends by request. During our busy winter season we aim to get to you within 7 days of an order being placed.

If you have any special instructions please let us know at checkout or soon after; cut off time for next day delivery is 3pm the day before; if your delivery day falls on a Bank Holiday we will try to deliver during the week before the holiday but appreciate suitable notice, otherwise it will be after the holiday.

Palletised deliveries to areas outside of our free delivery area are sent of a 48 hour pallet service on the first working day after the order is placed. This may result in the arrival date for the pallet being slightly later than that which is selected at checkout, all dependent on when the order is placed e.g. on a Friday or Saturday.

Certain products may be subject to a longer lead time than our checkout delivery day selector shows. Where this is the case it will be mentioned in the product description.

Is there a minimum order?

A minimum order is 1 bag of logs or £50. For palletised nationwide orders it is most cost effective to order in multiples of 2 bags or 1 crate per pallet space. Discount is available on orders of 4 bags or more.

How are the logs delivered?

We aim to provide a friendly and efficient delivery service and will do our best to get your logs as close as possible to where you need them. The bags are lifted off the trailer with our powered crane and onto your driveway. For difficult or tight entrances, a trolley can be employed to wheel the bags around. However, it doesn’t like deep gravel or Alpine terrain!

For properties with difficult access for a 4×4 and trailer, we can deliver up to 2 bags on their own in the back of a 4×4 pickup. Please let us know in advance if this is required. A small additional charge may be necessary depending on where you are.

Logs that are supplied outside of our free delivery area are delivered using a nationwide pallet service. These logs are delivered on a pallet using a hand pump truck and will only be delivered to a location that is accessible for this and at the discretion of the driver at the time.

Are the logs Kiln Dried?

Yes, all our logs are Kiln Dried to an average moisture content of 20% or less. We moisture check our logs and aim to supply all of them with an average of 20% moisture content or less. Moisture content is calculated as an average per log if split and multiple readings are taken to achieve an average. If you are not happy we will swap them free of charge. Please get in touch with us to discuss and arrange.

We are members of the Woodsure Ready To Burn quality assurance scheme and as such only supply logs which are 20% or less average moisture content.

Are the logs suitable to burn on wood burning stoves and open fires?

Yes, all our standard logs are split to a size suitable for both, typically 25cm or 10 inches. Hobbit logs are 8″ or 20cm long and Downton logs are 14″ or 35cm long. They have all been well seasoned and dried to an average moisture content of 20% so that when they are burnt there is minimal smoke and spitting.

Less moisture also means that the heat produced in the burning process is used primarily to heat your home, not evaporate water from the wood. We think you will be impressed with them whatever your application.

What species of wood do TheLogCompany.com provide?

We provide sustainably sourced hardwood and softwood logs which have been kiln dried. Hardwood species are primarily Oak, Ash, Birch, Beech and Sycamore. Softwood species include firs, spruce, larch and pine.

What do the dumpy bags weigh?

By UK Law we are not permitted to sell wood by weight, as the wetter it is the heavier it is, so wood is sold by volume. A dumpy bag has a volume of approximately 0.8 m3 and is filled to the brim with logs to the point that they don’t fall out during transit.

Do I have to return my dumpy bag once I have used my logs?

We will happily collect your empty bags with your next delivery. However, if you have a good use for it, then that is fine.

Do you supply kindling wood?

Yes. Kindling is provided in netted bags and can be delivered with your bag of logs. Our kindling is supplied in mesh bags which are good to handle. The kindling is dry softwood.

What is the difference between softwood and hardwood?

Hardwood is denser than softwood. It burns hotter and for longer so has a higher energy output making it much more efficient by volume. Softwood is cheaper than hardwood but is less dense and burns faster if the air supply available is the same. Softwood can be burnt efficiently on stoves but can be problematic on open fires due to a tendency to ‘spit’.

How should I store my logs?

Ideally your logs should be stored outside, where they have good ventilation but are protected from the weather, especially rain. They should be off the ground so that air can circulate to keep the moisture content low. We also sell Log Stores which as the name suggests, are ideal for this purpose.

Are the logs sustainably sourced?

Yes, all of our wood is sustainably sourced from reputable suppliers both locally and within Europe. We are regularly audited by the Woodsure Ready to Burn scheme.

Can you provide a service to remove fallen trees and branches?

Providing there is sufficient timber available (25 tonnes plus) we can provide a range of services including obtaining a felling license, thinning, clear felling, fencing, planting and pruning. If it makes sense in terms of haulage and access we can extract your wood with out own machinery and bring it back to our yard for weighing in, seasoning and processing. The logs can then be marketed by us or delivered back to you.

Top tips for using your logs and having great fires

  • Only burn dry wood with a moisture content of 20% or less.
  • The quickest way to get instant heat from your fire is to light some dry kindling wood first, then put your logs on but do follow your stove manufacturer’s guidelines
  • Hardwood logs keep your fire going for longer than softwood
  • Only add more logs to a lit fire when it has burnt down to embers. Piling logs into a log burning stove reduces its efficiency
  • Keep your logs dry when stored. If they get a bit damp during delivery then let them dry for a couple of days prior to burning
  • Have a professionally fitted stove
  • Sweep your chimney once a year at least
  • Install a carbon monoxide detector
  • Never burn rubbish, plastics, glossy paper, painted/treated wood or polystyrene
  • Best of all; enjoy the heat released and the pounds saved from your heating bills!

I'm not happy with my logs. How do I make a complaint?

If we have supplied logs to you which don’t meet your expectations, please get in touch with us as soon as you can to let us know what the problem is. We are available on the phone from 8am to 5pm weekdays and 9am to 12 noon on Saturday. Our office phone number is 01748 889298. The best email address is office@thelogcompany.com or you can send photos or a video to our WhatsApp business number which is 01748 889303.

If you are not happy with any individual logs supplied please just leave them to one side and we will gladly swap them for you when we next deliver. It is important to let us know as soon about any issues as possible however.

Priority Log Orders for Winter 2024

  • What does Priority Ordering mean?
    Our priority ordering means you can now book up to 39 weeks in advance your winter log and fuel orders to guarantee priority delivery ahead of the busy winter period. Please note this is only available for existing customers.
  • Do I still get my discount for multiple bags?
    Multiple bag discounts and discount codes will still apply for each individual order but can not combined over multiple orders.
  • Can I Place Multiple Orders for various delivery dates in one transaction?
    Each delivery date would require its own separate transaction due to the delivery dates being different.
  • What if the logs are unavailable when they are due to be delivered?
    We will always endeavour to provide the service and products we have promised, but on the rare occasion products become unavailable, we will offer a suitable alternative or solution and keep you updated either via email or phone.
  • How does preordering work?
    Go online and order using the same series of steps you would usually use. Place your item into basket, apply code Priority5 to coupon, which will then let you select a date from the extended delivery calendar.
  • How do I know I will get my orders?
    When placing your orders online and the transaction is complete, you will be sent an automated confirmation email of your order, delivery date, items ordered and completed payment. (Always check your junk file) If you don’t receive this give us a call on 01748 889298 and we will check your order has completed. Orders placed over the phone will not receive a confirmation email.
  • When will I need to pay for my preorder?
    Payment will be taken at the time the order is placed.
  • Can I place preorder stock alongside items that are currently in stock, and will they arrive together?
    You can, although if you require the items on different delivery dates, you would be required to input separate orders with the relevant delivery dates for each item.
  • Can I specify my delivery date for any day of the week?
    You can indeed although this may incur a charge so be careful to select your free delivery day. You can find out if you qualify for free delivery by typing your postcode into the Calculate Delivery link at the checkout on the website. This will advise you of your free delivery day throughout the week. Free Delivery with purchases £50 or more.
  • Can I cancel or amend my Preorder?
    Of course, you can cancel or amend your order, although we would ask that all changes are made by 12 noon at the latest the day prior to delivery.
  • When placing a Preorder, will I have priority over other people ordering?
    Our Preorder system works on a first come first serve basis. People with an order in place will have there order prepped and allocated first.
  • Can I not place a Preorder if the product is currently out of stock?
    Yes of course, there will be a note on the website advising when the product will be back in stock so long as you are placing an order for delivery after that date you will be able to select for pre order.

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