Company · Standards
How we work, including what we refuse
Most supplier relationships in this industry run on habit. Ours run on a small number of decisions we made once and do not revisit when they are inconvenient.
Request pricing
Everything marked with a star is required. The rest helps us quote faster.
RePallet Co. works to a written grade standard, photographs every trailer, swaps or credits any load that misses spec within two business days, and publishes its carbon methodology.
It also refuses pooled pallets, methyl-bromide-treated wood, racking-grade sales of Grade B stock, and reclaimed lumber into regulated supply chains.
The promises
A written grade standard
Attached to every order acknowledgement, with the maximum replaced boards, whether companion stringers are permitted, and what causes rejection. Read it.
Swap or credit
If a delivered load misses the grade you were quoted, tell us within two business days. We swap it or credit it. We do not debate photographs.
Every trailer photographed
Five images before the doors close, attached to the batch reference and sent with the dispatch email.
One business day
Every enquiry answered in writing within one business day. 99.4% over the past three years, 87% the same morning.
Batch-level reporting
An RPC reference per load with weights, disposition split and avoided CO₂e. Look one up.
Published methodology
Every carbon factor, its source, and the accounting choices we declined to make.
The refusals
A supplier's refusals tell you more than its promises, because refusals cost money.
- Pooled pallets. We do not buy, sell or process CHEP, PECO, LPR or iGPS property. We will sort them out of your stack and arrange a pool collection at no charge.
- Methyl-bromide-stamped wood. Rejected at the gate. It does not enter the repair line, the lumber stream or the fibre stream.
- Grade B for racking. We will not quote it, and we have declined orders over it. A companion stringer changes the load path and an unsupported span is unforgiving.
- Reclaimed lumber into regulated supply chains. Food contact, pharmaceutical and cannabis product contact get new heat-treated wood or plastic. Reclaimed wood has a history we cannot fully document.
- Repairs that are not worth it. A pallet needing three separate fixes costs more to repair than it is worth. We dismantle it and tell you, rather than billing for it.
- Nationwide coverage. We serve Denver, the Front Range and neighbouring states. Route pairing only works with density and pretending otherwise would make us worse at the geography we do serve.
How we price
Five variables, in order of how much they move the number: quantity, grade, freight, lead time and the lumber market. Nothing else matters much, and we will tell you which one is driving your quote.
| Variable | Typical swing | What you can do about it |
|---|---|---|
| Quantity | Up to 30% | Order to a volume step: 250, 500, truckload |
| Grade | $3 – $4.50 per unit | Specify by application, not by habit |
| Freight | 15 – 30% of delivered | Mention that you also generate cores |
| Lead time | 5 – 8% | A week of notice; a forecast is worth more |
| Lumber market | Varies | Nothing — but recycled moves less than new |
We do not publish a fixed price list, and we are wary of anyone in recycled pallets who does. Honest ranges are on the pricing guide and a firm number comes with every quote.
Why no phone number
It is the thing we are challenged on most and the challenge is fair. A pallet quote needs a footprint, a count, a postcode, your dock hours and ideally a photograph. On a call, all of that becomes something written on a pad by whoever answered, and the photograph never happens.
Everything instead goes into a shared written queue with a timestamp, worked by the same yard managers who grade and load. Three disputes about what was agreed in three years, all resolved by reading the original email.
Where it costs us: urgent same-afternoon work, and people who simply prefer to talk. If you want to speak to a person before committing, say so and we will come and stand in your yard. We have never charged for a site visit. There is a longer version on the journal.
Response times and service levels, measured
Most suppliers state service levels. Fewer measure them and fewer still publish the measurement. These are ours over the past three years.
| Measure | Target | Actual |
|---|---|---|
| Enquiries answered within one business day | ≥ 98% | 99.4% |
| Answered same day if received before 11:00 MT | ≥ 80% | 87% |
| Quotes issued with grade standard attached | 100% | 100% |
| Metro collections within 4 business days | ≥ 90% | 93% |
| Front Range collections within 7 days | ≥ 85% | 88% |
| Loads photographed before dispatch | 100% | 100% |
| Grade disputes per 1,000 units | ≤ 0.5 | 0.31 |
| Disputes resolved within 2 business days | 100% | 100% |
| Buyback payment within 5 business days | ≥ 95% | 96% |
| Stockouts on programme accounts | 0 | 0 |
What happens when we get it wrong
A supplier's failure process tells you more than its success process. Ours is short by design.
- 1
You tell us
Email, with photographs if there are any. No form, no portal, no ticket number.
- 2
We acknowledge the same day
Even if we do not have an answer yet.
- 3
We look at the record
Batch reference, load photographs, weighbridge ticket, grade standard as issued.
- 4
We decide within two business days
Swap, credit, or an explanation of why we think the load was to spec — with the evidence.
- 5
We fix the cause
A grading error goes into the spot-check review. A scheduling error goes to dispatch. Nothing gets closed without one.
| Type | Count | We were right | They were right |
|---|---|---|---|
| Count short on arrival | 4 | 3 | 1 (credited) |
| Grade below spec | 3 | 1 | 2 (swapped) |
| Transit damage | 2 | 2 (carrier) | 0 |
| Wrong footprint | 1 | 0 | 1 (collected and replaced) |
| Banding failure | 1 | 1 | 0 |
| Total | 11 | 7 | 4 |
Four out of eleven is roughly what you should expect from a process that is not defensive. A supplier whose disputes always resolve in their own favour is running a selection effect, not a record.
Working with us as a vendor
The administrative side, since it is the part that stalls new relationships most often.
- W-9, certificate of insurance and references returned within one business day.
- General liability, auto and workers' compensation carried; limits available on request.
- Vendor onboarding portals — we will complete them, though we will grumble.
- Net 30 standard, other terms negotiable for programme accounts.
- ACH preferred both directions; cheques accepted; we do not take card.
- Self-billing supported for buyback where your process needs it.
- Supplier code of conduct — send yours; we have signed several and declined none.
- Site induction — our drivers will complete yours, with notice.
What we will not sign
Unlimited liability clauses, indemnities covering matters outside our control, and exclusivity that prevents us serving other customers in your sector. We will discuss all three and we have walked away from two contracts over the first one. It is better to say so now than to discover it at signature.
Questions people actually ask
What if I disagree with a grade?
Do you take on one-off jobs?
Will you tell me if a competitor is better for my job?
Do you have insurance and the usual paperwork?
Do you have a quality management system?
Can we audit you?
How do you handle confidentiality?
What is your notice period?
Will you work alongside our existing supplier?
Let's keep your pallets in the loop
Whether you have 40 broken cores behind the dock or need 4,000 Grade A pallets a month, the conversation starts the same way.