Customer Service

Quality Concerns/Complaints

Please notify us as soon as possible if you believe there is an issue with our product. . As we strive to produce a consistently high quality pellet, it’s important that we’re aware of potential problems and have a chance to address them before the product is consumed.

We have implemented the following procedure for complaints:

  • If you have a customer service inquiry, email us or call 877-981-WOOD.

  • Please retain a sample of the pellets and the bag the pellets were in.
  • After you report the complaint, we will send a Sample Pack in the mail. The Sample Pack contains plastic bags and a pre-paid mailing envelope to return your pellet sample and empty bag to us.
  • We test samples in our state-of-the-art Quality Lab to evaluate compliance with PFI’s premium grade standards. We stand behind our product if any test results are non-compliant with the premium grade standards.

Please note that we do not accept returns or issue credits without first confirming that the issue is attributed to the pellet fuel. Pellet performance is largely dependent on appliance performance. Many problems can be prevented and solved with regular cleaning and service.