Frequently Asked Questions
Find comprehensive answers to common questions about our pallet services. Can not find what you are looking for? Our expert team is ready to help.
Buying Pallets
QWhat types of pallets do you sell?
We offer a comprehensive range of wooden pallets including: EUR/EPAL pallets (1200x800mm) - the European standard; EUR2 and EUR3 pallets (1200x1000mm and 1000x1200mm); CP pallets for the chemical industry (CP1 through CP9); industrial pallets for heavy-duty applications; one-way export pallets; and custom pallets manufactured to your exact specifications. Both quality-graded used pallets and brand new pallets are available for all types.
QWhat is the difference between Grade A, B, and C pallets?
Grade A pallets are in excellent condition with minimal cosmetic wear - they have been cleaned, inspected, and look nearly new. These are ideal for retail displays, food industry, and export shipments. Grade B pallets show normal wear including minor scuffs and marks but are fully functional with no structural issues - perfect for warehousing, manufacturing, and general storage. Grade C pallets may have visible repairs or cosmetic damage but remain structurally sound and fully compliant with load requirements - great for internal operations, heavy industry, and cost-conscious applications. All grades are inspected to ensure safety and functionality.
QWhat is the minimum order quantity?
Our standard minimum order is 50 pallets for most types, which represents one partial truck load. However, we understand that businesses have different needs: for smaller quantities (10-49 pallets), we can arrange delivery through our distribution network with a small handling fee. For large recurring orders (500+ pallets monthly), we offer significant volume discounts of up to 15% and priority scheduling. We also offer pallet pooling programs for businesses needing flexible quantities throughout the year.
QHow much do pallets cost?
Prices vary based on type, condition, quantity, and market conditions. As a general guide: Used EUR/EPAL Grade A pallets range from €8-12; Grade B from €6-9; Grade C from €4-7. New EUR pallets are €18-25. CP pallets typically cost 20-50% more due to their specialized construction. Volume discounts can reduce these prices by 5-15%. Heat-treated (ISPM 15) pallets carry a €2-3 premium. Contact us for a personalized quote - we are often more competitive than these ranges for regular customers.
QDo you offer delivery services?
Yes, we provide comprehensive delivery services across all of Europe. Our own fleet of 50+ vehicles handles deliveries to UK, Germany, Netherlands, Belgium, France, and Poland directly. Partner carriers extend our reach to all other European countries. Delivery is typically included for orders of 500+ pallets within our core markets. For smaller orders, delivery charges are calculated based on distance and quantity - we provide transparent quotes upfront. Express 24-48 hour delivery is available for urgent needs at a premium. We also offer scheduled recurring deliveries for customers with regular requirements.
QCan I inspect pallets before purchase?
Absolutely. We encourage customers to visit our facilities to inspect stock before making large purchases. We have open viewing hours Monday-Friday 8am-4pm at all our locations. If you cannot visit in person, we can send detailed photos and videos of specific pallet batches. For new customers, we often recommend starting with a smaller trial order to verify quality meets your expectations before committing to larger volumes.
QDo you offer credit terms?
Yes, we offer flexible payment terms for established customers. New customers typically pay on delivery or via proforma invoice. After establishing a trading relationship (usually 3+ orders), we can extend NET 30 payment terms. High-volume customers may qualify for NET 45 or 60 terms. We accept bank transfers, credit cards, and can set up direct debit for regular orders. Credit applications are processed within 48 hours.
QWhat if I receive damaged or incorrect pallets?
Customer satisfaction is our priority. If you receive pallets that do not match your order or are damaged beyond the agreed grade, notify us within 48 hours with photos. We will arrange replacement delivery at no charge or provide a full refund. For minor discrepancies, we will work with you to find a fair solution. Our quality control processes mean issues are rare, but when they occur, we resolve them quickly and fairly.
Selling Pallets
QWill you buy my used pallets?
Yes, we actively purchase used pallets of all types, conditions, and quantities. We buy: EUR/EPAL pallets in any condition; CP chemical pallets; industrial and custom pallets; damaged pallets suitable for repair or recycling; mixed loads of various pallet types. Even pallets you consider worthless often have value - broken pallets provide wood for recycling, and we can repair many pallets others would discard. Contact us with details about your pallets for a quick quote.
QHow is the price determined when selling?
Several factors affect pallet purchase prices: Pallet type (EUR pallets command premiums due to standardization); Condition (Grade A pallets fetch 50-100% more than Grade C); Quantity (larger volumes get better per-unit prices); Current market demand (seasonal fluctuations apply); Location (proximity to our facilities affects logistics costs); Consistency (regular suppliers get preferential rates). We provide transparent pricing and can explain exactly how we value your pallets. EUR pallets in good condition typically bring €3-6 each depending on these factors.
QDo you provide pickup services?
Yes, we offer comprehensive collection services. Free pickup is available for qualifying quantities - typically 100+ pallets in our core markets (UK, Germany, Netherlands, Poland) or 200+ pallets elsewhere in Europe. For smaller quantities, we charge a nominal collection fee that we will quote upfront. We can schedule one-time collections or set up regular collection routes for businesses generating pallets continuously. Our trucks are equipped to handle full trailer loads efficiently.
QHow quickly will I receive payment?
Standard payment terms are within 7 business days of collection and verification. For established suppliers with consistent quality, we offer same-week payment (within 3 business days). Large suppliers can arrange weekly or monthly payment cycles to simplify administration. Payment is made via bank transfer to your nominated account. We provide detailed remittance advice showing exactly what was purchased.
QDo I need to sort pallets before collection?
Sorting is not required but can improve your price. If pallets are pre-sorted by type (EUR, industrial, CP) and condition (good, damaged), we can offer better rates and faster processing. Mixed loads are accepted - our teams are trained to sort efficiently. Stacking pallets neatly reduces collection time and is appreciated. We provide guidelines for optimal preparation if you want to maximize value.
QWhat about contaminated or treated pallets?
We can handle most pallet types, but certain pallets require special consideration: Pallets contaminated with chemicals, oil, or hazardous materials may incur processing fees or be declined; Pallets previously treated with methyl bromide (pre-2010 treatment) require special handling; Painted or heavily branded pallets may have reduced value. Notify us in advance about any contamination or treatment history so we can advise appropriately.
QCan you collect pallets regularly?
Absolutely. We set up scheduled collection routes for businesses generating pallets regularly. This can be weekly, fortnightly, or monthly depending on your volumes. Regular collection customers benefit from: consistent pricing agreements, priority scheduling, dedicated account management, and streamlined paperwork. Many of our 500+ suppliers are on regular collection programs.
Repair Services
QWhat types of damage can be repaired?
Our EPAL-certified technicians can repair most common damage including: broken or split deck boards; cracked or damaged stringers; missing or damaged blocks; broken or missing lead boards; nail pop-outs and protruding fasteners; corner damage; fork tine damage; and deck board spacing issues. We assess each pallet individually - if repair cost exceeds 50% of new pallet cost, we typically recommend recycling. Approximately 85% of damaged pallets we receive are economically repairable.
QDo repairs meet EPAL standards?
Yes, all EUR/EPAL pallet repairs are performed to official EPAL repair standards. We hold an EPAL repair license (since 2012) and use only approved replacement components - genuine EPAL blocks, specified timber grades, and correct fasteners. Repaired pallets receive fresh EPAL stamps indicating repair date and our license number. This means repaired pallets are fully exchangeable in the European pallet pool and accepted by all EPAL partners.
QDo you offer on-site repair services?
Yes, for high-volume customers (500+ pallets monthly), we can deploy mobile repair teams to your facility. This minimizes logistics costs and downtime, keeping your pallets in service faster. On-site services include: initial assessment and sorting, repair of repairable pallets, recycling collection for beyond-repair units, and quality documentation. We bring all necessary equipment, tools, and replacement parts. Contact us to discuss on-site repair programs.
QHow long does repair take?
Turnaround time depends on volume and damage complexity: Standard repairs (typical damage): 24-48 hours from receipt; Complex repairs or high volumes: 3-5 business days; On-site repair: immediate turnaround as pallets are fixed. We can arrange priority processing for urgent requirements. When dropping off pallets, we provide estimated completion times. Regular customers can arrange scheduled collection of repaired pallets.
QIs there a warranty on repairs?
All repairs come with a comprehensive 12-month warranty covering workmanship and materials. If any repaired section fails under normal use within this period, we will re-repair or replace the pallet at no charge. The warranty covers: failure of replaced components, failure at repair joints, issues with replacement blocks or boards. Normal wear and new damage from handling are not covered, but we assess each claim fairly.
QWhat does repair cost?
Repair costs vary by damage type and extent. Typical repair costs: Single board replacement: €1.50-3.00; Block replacement: €2.00-4.00; Stringer repair: €2.50-5.00; Multiple repairs: €4.00-8.00 total. We provide quotes before proceeding with work. For high volumes, we offer fixed price-per-pallet arrangements regardless of repair type. Repair typically costs 30-50% of new pallet price, making it highly economical.
QCan you repair non-EUR pallets?
Yes, we repair all pallet types including: CP chemical pallets (all sizes); industrial/heavy-duty pallets; custom-size pallets; export pallets; plastic pallets (limited repairs). Non-standard repairs may take longer due to sourcing specific components, but we maintain stock of common sizes. Provide pallet specifications when requesting quotes for non-EUR repairs.
Recycling
QWhat happens to pallets that cannot be repaired?
Pallets beyond economic repair enter our comprehensive recycling process: First, we dismantle pallets and separate wood from metal components. Nails and fasteners are collected for metal recycling. Clean wood is processed into several products: wood chips for landscaping and playgrounds; biomass fuel for renewable energy generation; raw material for chipboard and MDF production; animal bedding for farms and stables; garden mulch. We achieve a 95% material recovery rate - virtually nothing goes to landfill.
QCan you provide recycling certificates?
Yes, we provide comprehensive documentation for all recycled materials including: Certificates of Recycling confirming proper processing; Weight reports showing exact quantities recycled; Environmental impact statements calculating CO2 savings, trees preserved, and landfill diverted; Chain of custody documentation; Annual sustainability reports for your CSR reporting. These documents help you demonstrate environmental compliance and support your sustainability commitments to stakeholders.
QDo you charge for recycling services?
In most cases, we actually pay for pallets destined for recycling because the wood has value. Standard pricing: Clean, untreated wood pallets: we pay €0.50-2.00 per pallet; Mixed quality loads: we pay €0.25-1.00 per pallet. However, certain pallets require special handling and may incur fees: Contaminated pallets (chemicals, oil): processing fee applies; Treated pallets requiring disposal: fee based on treatment type; Very small quantities with collection: logistics fee may apply. We assess each situation individually and provide clear quotes.
QWhat cannot be recycled?
We can recycle most wooden pallets, but some require special handling: Pallets contaminated with hazardous chemicals - must go to licensed hazardous waste processors; Pallets treated with certain preservatives - require controlled disposal; Heavily painted pallets - paint can contaminate recycled products; Pallets with plastic or composite components - may need separation. If you are unsure, send us photos and we will advise on the best disposal route.
QIs recycled pallet wood safe?
Yes, all our recycled wood products meet relevant safety standards. For biomass fuel, we ensure compliance with emission regulations. For animal bedding, we use only clean, untreated wood and avoid any contaminated sources. For landscaping products, we process wood to remove fasteners and contaminants. We can provide safety data sheets and certifications for recycled products upon request.
QHow does pallet recycling help the environment?
Pallet recycling delivers significant environmental benefits: Each recycled pallet saves approximately 3.5 kg of CO2 compared to landfill; Wood recovery preserves forests - we save an estimated 15,000 trees annually; Biomass fuel from pallets provides carbon-neutral energy; Diverting pallets from landfill reduces methane emissions; Material recovery reduces demand for virgin resources. By choosing our recycling services, you are actively contributing to the circular economy.
Heat Treatment & ISPM 15
QWhat is ISPM 15 heat treatment?
ISPM 15 (International Standards for Phytosanitary Measures No. 15) is an international phytosanitary measure that regulates wood packaging material in international trade. Heat treatment requires heating wood to a core temperature of 56°C for at least 30 minutes to kill pests, insects, and pathogens. Treated pallets are marked with an official ISPM 15 stamp showing treatment type (HT for heat treatment), country code, and producer/treatment facility number.
QWhen do I need ISPM 15 treated pallets?
ISPM 15 heat treatment is required for wood packaging materials (including pallets) used in international shipping between most countries. You need treated pallets when: Exporting goods outside the EU to countries like USA, Canada, Australia, China; Exporting from non-EU European countries; Your customers or shipping lines require it. Note: shipments within the EU do not require ISPM 15 treatment. Some countries have additional requirements, so check specific regulations for your destination.
QDo you provide heat treatment services?
Yes, we operate fully certified ISPM 15 heat treatment facilities at our UK, German, and Dutch locations. Our capabilities include: Treatment of new and used pallets; Treatment of other wood packaging (crates, dunnage); Fast turnaround (24-48 hours for most orders); Proper stamping and documentation; Batch tracking and certificates of treatment. We can treat pallets you supply or sell you pre-treated pallets from our stock.
QHow much does heat treatment cost?
Heat treatment typically costs €2-4 per pallet depending on volume and pallet size. Pricing structure: Small quantities (under 100): approximately €4 per pallet; Medium quantities (100-500): approximately €3 per pallet; Large quantities (500+): €2-2.50 per pallet. Pre-treated pallets from our stock include this cost in the unit price. Treatment of your own pallets requires scheduling and minimum quantities (typically 50+).
QWhat documentation do you provide?
We provide comprehensive documentation for ISPM 15 compliance: Each pallet receives proper ISPM 15 stamp; Batch treatment certificates specifying date, duration, and temperature; Certificate of conformity for shipments; Export documentation support if required. Documentation is essential for customs clearance - our certificates are accepted worldwide. We maintain records of all treatments for traceability.
QHow long does heat treatment last?
ISPM 15 treatment does not expire - once treated and stamped, a pallet remains compliant indefinitely unless the stamp becomes illegible or the pallet is repaired. However, if treated pallets are contaminated (exposed to soil, infested materials, etc.), re-treatment may be required. Stamps must remain clearly visible - worn or damaged stamps may not be accepted at borders. Store treated pallets properly to maintain compliance.
QCan you re-treat pallets?
Yes, pallets can be re-treated if needed. Common reasons for re-treatment: Previous treatment stamp is worn or illegible; Pallets were potentially contaminated; Customer requirements for recent treatment dates; Moving to stricter markets (some countries prefer recent treatment). Re-treatment costs the same as initial treatment. We can assess your pallets and advise if re-treatment is necessary.
Logistics & Delivery
QWhich countries do you deliver to?
We provide delivery services across all of Europe. Our direct delivery network covers: United Kingdom (nationwide); Germany (nationwide); Netherlands (nationwide); Belgium; France; Poland; Czech Republic; Austria; Denmark; Sweden; Italy; Spain; Portugal; Ireland. Other European countries including Hungary, Romania, Greece, Finland, Norway, Switzerland, and the Baltic states are served through our partner network. Contact us for specific delivery information to your location.
QHow long does delivery take?
Delivery times vary by location and service level: UK (from our Erith facility): 1-2 business days; Germany, Netherlands, Belgium: 2-3 business days; France, Poland, Denmark: 3-4 business days; Other EU countries: 4-7 business days; Express delivery: 24-48 hours to most locations (premium service). Times are from order confirmation to delivery. Large orders may require scheduling. We provide tracking information for all shipments.
QCan you store pallets for scheduled delivery?
Yes, we offer warehousing and scheduled delivery programs ideal for businesses with limited storage space or variable demand. Our services include: Buffer stock storage at our facilities; Scheduled weekly or monthly deliveries; Just-in-time delivery programs; Inventory management and reporting; Call-off arrangements against stored stock. Storage fees are minimal and often offset by better bulk pricing. Contact us about our inventory management solutions.
QWhat if I need urgent delivery?
We offer express delivery services for urgent requirements: Same-day delivery: available within 50km of our facilities (orders before 12pm); Next-day delivery: available across UK and to major European cities; 48-hour express: available to most European destinations. Express services incur premium charges (typically 50-100% above standard rates) and require confirmation of stock availability. Contact us early in the day for best same-day options.
QHow are pallets delivered?
We use various delivery methods depending on order size and requirements: Small orders (up to 200 pallets): curtain-side trucks with tail-lift if needed; Medium orders (200-500 pallets): full truck loads; Large orders (500+ pallets): multiple trucks or articulated trailers. Pallets are typically stacked for transport efficiency. We can accommodate specific loading/unloading requirements - let us know about site access restrictions, forklift availability, or delivery window requirements.
QDo you provide tracking?
Yes, all deliveries include tracking capabilities. When your order ships, you receive: Confirmation email with tracking number; Link to real-time GPS tracking of your delivery; Estimated arrival time window; Driver contact information for delivery day. Our logistics team monitors all shipments and proactively communicates any delays. You can also contact your account manager for updates at any time.
QWhat are your delivery charges?
Delivery charges depend on order size, distance, and service level. As a general guide: Free delivery on orders of 500+ pallets to UK, Germany, Netherlands; Subsidized delivery on orders of 200-499 pallets (typically €50-150); Charged delivery on smaller orders (calculated per shipment); Express delivery: premium charges apply. We provide exact delivery costs with every quote. Many regular customers include delivery in agreed pricing structures.
Quality & Standards
QWhat quality certifications do you hold?
We maintain comprehensive quality certifications: EPAL License - authorized for EUR pallet repair since 2012; ISO 9001:2015 - Quality Management System; ISO 14001:2015 - Environmental Management System; ISO 45001:2018 - Occupational Health and Safety; FSC Chain of Custody - for sustainably sourced wood; ISPM 15 - certified heat treatment facilities. All certifications are current and subject to annual audits. Copies are available upon request.
QHow do you ensure pallet quality?
We implement a rigorous 12-point quality control process: Visual inspection for obvious defects; Dimensional verification against specifications; Load-bearing component assessment; Moisture content testing; Block and stringer integrity check; Deck board condition and spacing; Fastener integrity inspection; Grade classification; Documentation and tracking; Random sample testing; Customer specification compliance; Final approval before dispatch. Every pallet is inspected before sale.
QWhat are EUR/EPAL pallet specifications?
EUR/EPAL 1 pallets (the most common type) have strict specifications: Dimensions: 1200mm x 800mm x 144mm (±3mm); 78 nails in specific pattern; 11 boards (5 deck, 3 bottom, 3 stringers); 9 blocks of specified dimensions; Weight: 20-25 kg; Static load: 4000 kg (on supported surface); Dynamic load: 1500 kg (forklift handling); Racking load: 1000 kg. Genuine EPAL pallets carry official stamps and are exchangeable throughout Europe.
QWhat load capacities do your pallets support?
Load capacities vary by pallet type and use: EUR/EPAL pallets: 1500kg dynamic load, 4000kg static load; EUR2/EUR3 pallets: 1250kg dynamic, 3500kg static; CP pallets: varies by type (CP1: 1300kg to CP9: 2000kg dynamic); Heavy-duty pallets: up to 2500kg dynamic load. Always ensure loads are evenly distributed and properly secured. For specialized heavy-load requirements, contact us about reinforced or custom pallet options.
QDo you test pallet quality?
Yes, we conduct regular quality testing: Incoming pallets are inspected and graded; Random sample load testing ensures structural integrity; Moisture testing prevents issues with wet pallets; Dimensional checks verify compliance with standards; Repair quality audits assess technician work; Customer feedback is tracked and analyzed. We maintain detailed quality records and continuously improve our processes based on data.
Account & Payment
QHow do I open an account?
Opening an account is simple: Contact us via phone, email, or our online form; Provide company details and requirements; Complete our account application (credit check for payment terms); Receive account confirmation and login credentials. New accounts are typically approved within 48 hours. Once approved, you can order by phone, email, or through our customer portal with agreed terms.
QWhat payment methods do you accept?
We accept multiple payment methods: Bank Transfer (BACS/SEPA) - preferred for regular orders; Credit/Debit Cards (Visa, Mastercard, Amex); Direct Debit - set up for recurring orders; Cash on Delivery - for new customers or special arrangements; Proforma Invoice - payment in advance for first orders. Payment currency: EUR is standard for European orders; GBP available for UK customers.
QDo you offer credit terms?
Yes, credit terms are available for established customers: New customers: Proforma invoice or cash on delivery; After 3+ successful orders: NET 30 day terms; Regular high-volume customers: NET 45 or 60 days possible; Credit limits based on trading history. Credit applications are assessed individually based on company status and references. Approval typically takes 24-48 hours with appropriate documentation.
QCan I track my orders online?
Yes, we provide an online customer portal where you can: View all current and past orders; Track delivery status in real-time; Download invoices and documentation; Place repeat orders quickly; View account balance and payment history; Access certificates and quality reports; Communicate with your account manager. Portal access is provided when you open an account.
QWhat if I have a billing query?
For billing queries, contact our accounts team: Email: accounts@eupalletrecycling.com (response within 24 hours); Phone: speak with your account manager; Portal: submit queries through the customer portal. We investigate all discrepancies promptly and resolve issues fairly. If there is a genuine error, we will issue credits or refunds accordingly.
Sustainability & Environment
QWhat is your environmental policy?
Our environmental policy commits us to: Prioritizing pallet reuse and repair over recycling; Achieving zero waste to landfill from our operations; Reducing carbon emissions year-on-year; Using renewable energy at our facilities; Sourcing new wood only from FSC-certified sustainable forests; Minimizing transportation emissions through route optimization; Supporting the circular economy at every opportunity. Our full environmental policy is available on request.
QAre your operations carbon neutral?
We are working toward full carbon neutrality by 2030. Current achievements: 70% of electricity from renewable sources; Fleet includes electric and hybrid vehicles; Solar panels at UK and German facilities; Carbon offsetting for unavoidable emissions. We measure and report our carbon footprint annually and have achieved 45% reduction since 2015. Full carbon neutrality is our target for 2030.
QHow does buying used pallets help the environment?
Choosing used pallets over new delivers significant environmental benefits: Each used pallet saves approximately 3.5 kg of CO2 emissions; Preserves timber resources - one pallet uses ~21kg of wood; Reduces landfill waste - millions of pallets are discarded annually; Supports circular economy principles; Reduces demand for virgin forest products; Lower energy consumption than manufacturing new. By buying used, your company demonstrates tangible environmental commitment.
QCan you provide sustainability reports?
Yes, we provide comprehensive sustainability documentation: Annual environmental impact reports; Customer-specific sustainability certificates showing your environmental savings; Carbon footprint calculations for your pallet purchases; Waste diversion and recycling reports; UN SDG contribution statements. This documentation supports your CSR reporting, sustainability certifications, and stakeholder communications.
QWhat UN Sustainable Development Goals do you support?
Our operations directly contribute to several UN SDGs: SDG 9 (Industry, Innovation, Infrastructure) - sustainable industrial practices; SDG 12 (Responsible Consumption and Production) - circular economy model; SDG 13 (Climate Action) - emissions reduction and carbon neutrality goal; SDG 15 (Life on Land) - forest conservation through wood recycling. We integrate SDG considerations into our business planning and reporting.
QDo you have environmental certifications?
Yes, our environmental credentials include: ISO 14001:2015 - certified Environmental Management System; FSC Chain of Custody - sustainable wood sourcing; Carbon Trust certification (in progress); Various regional environmental compliance certifications. We undergo annual audits and continuously improve our environmental performance. Documentation is available for your supplier assessments.
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