Customer Support & FAQ
We're Here to Help You
At BCA Bois Connexes, your satisfaction is our top priority.
From placing an order to receiving your delivery, our support team is available to guide you every step of the way.
Whether you have a question about product selection, payment, or logistics — we make sure your experience is seamless, reliable, and reassuring.
🔎 Frequently Asked Questions
1. How can I place an order?
Orders can be placed directly on our website bcaboisconnexes.store.
Simply browse our categories (Firewood, Pellets, Compressed Wood, etc.), add products to your cart, and complete your checkout securely using Stripe or Bank Transfer.
2. Do you deliver everywhere in France?
Yes. We deliver throughout mainland France, with logistics partners specialized in palletized wood transport.
Delivery costs and timeframes vary by region — estimates are automatically calculated at checkout.
3. What payment methods do you accept?
We currently accept:
- 💳 Credit/Debit Cards (via Stripe)
- 🏦 Bank Transfers (Virement bancaire)
- 💶 Secure Online Checkout (SSL encrypted)
All transactions are protected by advanced encryption for maximum security.
4. How is my firewood or pellet order delivered?
All bulk products are shipped on pallets, ensuring safe and stable transport.
We provide tail-lift delivery for easy unloading and optional scheduling for customer convenience.
🚚 Tip: Make sure your access road is at least 3 meters wide and suitable for delivery trucks.
5. How can I track my order?
Once your order is confirmed, you'll receive a tracking link by email.
You can monitor your shipment's progress from our warehouse to your delivery location in real-time.
6. What's the difference between "Extra-Sec" and "Sec" firewood?
Extra-Sec (Extra Dry):
Kiln-dried, <20% humidity, lights quickly and burns efficiently.
Sec (Dry):
Naturally dried, 20–25% humidity, best for storage before use.
Both meet our strict heating efficiency standards.
7. How do I store my wood properly?
Keep your firewood or briquettes in a dry, ventilated, covered space — ideally off the ground.
Avoid plastic wrapping once opened to prevent condensation.
8. Do you sell to professionals or wholesalers?
Yes. We offer special pricing and logistics for bulk orders and partnerships.
Visit our Wholesale & Partnerships page or contact our business team directly for custom quotes.
9. Can I modify or cancel my order?
Orders can be modified or cancelled before shipping.
Once in transit, changes may incur a restocking or redelivery fee.
Please contact support as soon as possible for assistance.
10. What should I do if my delivery is damaged or incomplete?
If your pallet arrives with visible damage or missing items, note it on the delivery receipt and contact us immediately.
We'll resolve the issue promptly — either by replacement or refund.
🧡 We Value Your Feedback
Your feedback helps us improve.
If you've recently ordered from BCA Bois Connexes, please share your experience — we're always refining our service for better satisfaction and reliability.
🔥 BCA Bois Connexes — Quality. Transparency. Customer Care that Warms Your Home.