Delivery Conditions and Terms of Service

Delivery Conditions

During the cooler months into Winter, delivery times may be delayed.  During those times,  we occasionally get behind on deliveries due to several different factors, such as Rain, Snow, Truck or Trailer issues, staff health, etc.   SAFETY for our team members is priority.  PLEASE be patient with us.  We are continuing to work everyday, 7 days a week, to make sure everyone receives their firewood order as soon as possible.  We will communicate often if you have been rescheduled for any reason.  We appreciate your patience and we appreciate each and every wonderful customer.

 

Tennessee Mountain Firewood: Zero Tolerance Policy

At Tennessee Mountain Firewood, we take pride in warming your homes and providing quality service to our community. To ensure a safe and respectful environment for our staff and customers, we uphold a Zero Tolerance Policy regarding the following behaviors:

1. Harassment and Abuse

We maintain a professional workspace. Verbal abuse, threats, shouting, or any form of harassment toward our drivers or office staff will result in the immediate termination of the transaction and a permanent ban from future services.

2. Safety Violations

Safety is our primary concern during deliveries and pick-ups.

Delivery Zones: Customers must keep children, pets, and themselves at a safe distance from delivery vehicles and equipment.

Instructions: Failure to follow the safety instructions of our operators may result in an incomplete delivery (with a fuel/service fee applied).

3. Property Integrity & Honesty

We stand by the quality of our wood. However:

Payment: All payments are due at the time of delivery or as pre-arranged. Non-payment or "chargeback" fraud will be pursued legally.

Site Access: Customers must provide honest information regarding delivery terrain. We are not responsible for damage caused by attempting to deliver to "unsafe" or "unstable" locations (mud, steep inclines, stairs, etc.) if the risks were not disclosed.

4. Policy on Disputes

If there is an issue with your order, we want to make it right.  Please contact us to give us the opportunity to fix any issues. However, we require that disputes be handled through calm, professional communication. Disrespectful behavior forfeits the opportunity for a negotiated resolution.

Our Commitment: We promise to treat every customer with the legendary "Mountain Hospitality" Tennessee is known for. We simply ask for that same respect in return.