I'm not sure what normal is? We are new to biomass and ordered a pallet of pellets from you for commissioning. Our installer had the boiler up to temperature using his own pellet stock and we relied on your delivery to keep it going. The delivery failed to arrive that Friday so the boiler went out over the weekend so we had to switch back to oil. We have since ordered our first 9 tonne delivery but it was a frustrating process as no-one seemed to know what day it would be delivered - after about six phone calls (aided by a helpful lady on the desk) we eventually had the order confirmed. As a new customer I can't say we were very impressed. We have 9 properties to run off our system so will probably be spending a fair bit over the next 30 years…..