Quality Control

We screen dealers before they can list

Every dealer goes through a manual application review before they're approved. We look at years in business, annual volume, equipment, wood storage, seasoning practices, and species. We verify insurance. Dealers who don't meet the bar don't get on the platform — that's the first line of quality control.

We monitor performance after every delivery

We track metrics for every active dealer: cancellation rate, response time, customer burn ratings, and problem reports. Dealers who fall below our thresholds get flagged and contacted. Repeated problems result in suspension.

About 30 days after delivery, customers receive a burn quality survey. Low ratings are taken seriously — they directly affect a dealer's standing on the platform.

What "seasoned" means here

Connecticut law requires firewood sold as seasoned to have been air-dried for at least six months. Dealers who list seasoned wood represent that their wood meets this standard. We ask about seasoning practices during the application — dealers who store wood uncovered or sell green wood as seasoned don't pass review.

If something is wrong with your order

Use the problem report button on your order page. We review every report. If the complaint is valid — wrong species, wet wood sold as seasoned, short measure, no-show — the dealer is held responsible. Depending on severity, that means a warning, a suspension, or permanent removal.

For payment disputes, you can also file a chargeback through your card issuer. We cooperate with all chargebacks for valid complaints.

Connecticut firewood regulations

Connecticut regulates firewood sales to prevent the spread of invasive pests. All wood sold through this platform must be sourced within Connecticut. Dealers are required to provide a firewood delivery invoice — customers receive one with every order as required by state law.