FREQUENTLY ASKED QUESTIONS:
1) DOES SOMEONE NEED TO BE AT HOME TO ACCEPT DELIVERY?
In actual fact most of our deliveries are 'unattended' cases. As long as there is access to the tank and the tank is not locked, and there are adequate instructions as to where the tank is, or which tank is the correct tank, we can go ahead and deliver. Even if there is a locked gate to negotiate, we are happy to deliver provided we are given the gate code. Our delivery tickets are stamped as to the quantity actually delivered and a copy will be posted through the letterbox so that you know we've been and how much we delivered.
2) CAN YOU GIVE ME ADVANCE NOTICE OF WHEN MY DELIVERY WILL BE?
Our Routing is generally not set-in-stone until the day before delivery so we are unable to give much more notice than this. However, when you place your on-line order, if you ask for a call the day before in the 'any special delivery instructions' box we can give you a ring the day before. We will always leave a message if there is no answer - provided the answerphone / voicemail is turned-on. If you have forgotten to ask for this when you placed your order, and you need to know when delivery will be so as you know when to leave access for our driver, you can give our Sales Team a call (or drop them an email) and we will mark-up your delivery as a 'Must Call Day Before' case. Please note we do not routinely call customers the day before unless they have specifically asked for this.
3) CAN I CHOOSE A SPECIFIC DAY FOR DELIVERY?
Unless you have selected an Emergency Delivery, we cannot unfortunately commit to delivery on a specific day. To keep our prices as low as possible we work to a 'delivery window' so as to give us the flexibility we need to plan our routing as efficiently as possible. We try as best we can to group deliveries in the same area together, or fit a delivery in when we are passing that way. However, as stated above we are happy to give customers a call the day before. If you have booked (say) a 10-day delivery window, and there are one or two days in that delivery window that are inconvenient for delivery, please let us know in the 'special delivery instructions box' and we should be able to accommodate that type of request. If you really do need delivery on a specific day, it is best not to order on-line, but to call our Sales Team direct and they will be able to advise as to availability.
4) CAN I SIMPLY ORDER A 'FILL' AND LET YOU FILL THE TANK UP WITHOUT ME SPECIFYING A SPECIFIC QUANTITY
Unfortunately our on-line system is not set-up for 'FILL' cases and only allows orders to be placed for specific amounts. Our systems are not set-up to generate an extra payment if the delivery turns-out be more that what has already been paid for or conversely to auto-refund if the delivery turns-out to be shorter than what you've already paid for. However, if you want a full tank you can err on the side of ordering too much and we'll organize a manual refund back to your card if the delivery is shorter than what you've paid for. By way of example if you think your tank will take between 700 and 800 litres and you would like a 'Fill', you can order and pay for 800 litres and we'll send a refund if it turns out to be shorter than that (subject to '13' below).
5) I USUALLY HAVE AN ADDITIVE IN MY KEROSENE AS I HAVE AN AGA (OR RANGE STYLE COOKER). HOW CAN I PLACE AN ORDER TO ENSURE WE HAVE KEROSENE WITH THIS ADDITIVE?
Although we can supply the Aga Additive as a seperate product, the easiest thing is to simply order KERO AGA from the drop-down list when you place your on-line order and your Kero will be supplied with this additive included.
6) I USUALLY HAVE AN ADDITIVE IN MY KEROSENE AS I HAVE A BOILER THAT REQUIRES A SPECIALIST PREMIUM ADDITIVE. HOW CAN I PLACE AN ORDER TO ENSURE WE HAVE KEROSENE WITH THIS ADDITIVE?
Although we can supply this additive as a seperate product (which we call Kero Extra), the easiest thing is to simply order KERO EXTRA from the drop-down list when you place your on-line order and your order will be supplied with this additive already included.
7) WHAT IS THE CUT-OFF TIME FOR ORDERING AN EMERGENCY NEXT-DAY DELIVERY OR FOR DETERMINING WHAT DAY-1 IS ON A WIDER DELIVERY WINDOW?
The cut-off time can vary depending on how busy we are, but we usually endevour to make it about 4pm - providing the order is placed on a Working Day. In these circumstances your Emergency delivery will be the next Working Day (and on a wider delivery window the next Working Day will be Day-1). If an order is placed on a Non-Working Day the order will be deemed to have been placed on the next Working Day and therefore an 'Emergency Next Day Delivery' or 'Day-1' of the delivery window would be the next working day after that. Please also note that we base delivery windows on 'Working Days' only. Weekends and Bank Holidays do not count as 'Working Days'.
By way of example, if you placed an order on (say) the Thursday (provided it is before the cut-off time) immediately prior to the Easter Bank Holiday weekend, the 'Next-Day, or 'Day-1' of the delivery window would be deemed as the Tuesday. If the order wasn't placed until after the cut-off time on the Thursday before the Easter Bank Holiday weekend, then the 'Next-Day' or 'Day-1' of the delivery window would be deemed to be the Wednesday ... and so-on.
When you ask for an on-line quote, the quoting system will let you know what the different delivery window options are and what the last day of each delivery window is.
8) DO YOU DELIVER ON SATURDAYS?
We do work occasional Saturdays when it is very busy. Unfortunately a Saturday delivery cannot be organized on-line at present but please contact our Sales Team direct and ask about availability. Please see our Products / Services section for a fuller explanation.
9) CAN YOU MAKE SAME-DAY EMERGENCY DELIVERIES?
Usually yes we can, but a Same-Day delivery cannot be organized with an on-line order at present. You would need to contact our Sales Team direct to see if we can sqeeze you in. Please see our Products / Services section for a fuller explanation.
10) DO YOU DELIVER THROUGH HOUSES?
The simple answer is 'No', and in-line with most delivery companies, we do not deliver through houses. We will only deliver into a tank if we can pass the hose directly from the lorry to the tank. We don't mind going down the drive, or down an alleyway or over a wall or fence, or by connecting to a stand-pipe etc. We are usually happy to go through garages and outbuildings to. Sometimes it is debateable as to what is considered a part of the house or not - especially in cases where garages have been converted into another room or where a side alley has been covered over and converted into a utility area or similar. In these cases we would have to use our discretion as to whether we can deliver or not. Every case is different and we would have to look at each case on its merits. As a general rule of thumb though, if a room has carpets or wooden flooring or similar; if the walls have been plastered and painted or wallpapered; or if the room contains soft furnishings, built-in base cupboards, or white goods, we will unfortunately deem the room to be a part of the house and therefore we wouldn't be able to deliver.
Whilst this may seem a harsh line to take, there have been cases in other parts of the country, where hoses have split, and a part of the house flooded with hundreds of litres of oil. (When deliveries are taking place the hoses are under high pressure, and they are typically delivering oil at the rate of 300 litres per minute, so when a hose splits - very rare though that is - a lot of oil can spurt out in no time at all.) It is bad enough when houses are flooded with water - they will eventually dry-out over time. However, rooms severely flooded with oil can never truly dry-out, and you can never truly get rid of the smell. Albeit a rarity, houses have had to be demolished and re-built when they have been flooded with oil. Our insurance company will not cover us for such losses and therefore we consider the risk to be too great.
Quite apart from the risk of a pipe-bursting, we deliver to a variety of locations including building sites which can be extremely muddy and dirty, and unfortunately we deliver through a lot of gardens which have dogs, and therefore 'doggy deposits'. If our hoses are dragged through those types of enviroment, the hoses can get very dirty and smelly and no-one would want that hose dragged through their house if they are the next delivery on the list!
If you are in the unfortunate position where most oil delivery companies are refusing to deliver, you may find yourself in the position where the one company that will deliver (if you can find one at all), will charge a significant extra premium to make your delivery. There are therefore financial reasons to avoid getting into this position!
Fortunately, for the customeer there is usually a relatively simple 'fix' and that is to install a stand pipe. Best advice is, if you are thinking of converting an area such as your garage, outbuilding or alleyway, or are thinking of building an extension, and in so doing you are taking away the normal access to you oil tank, you should consider either moving the tank to somewhere more accessible or have a stand-pipe installed that the delivery driver can connect to. If you are to have a stand-pipe, it is best to organize this before your conversion / extension is completed as the pipework may need to go under-ground.
11) WE HAVE A STAND-PIPE THAT THE DRIVER CAN CONNECT TO. DOES HE/SHE STILL NEED ACCESS TO THE TANK?
We always need to be able to have access to the tank when we make a delivery. We need to be able to see inside to ensure there is room for the delivery. We often receive orders far in excess of what the tank can actually hold and if we went ahead with delivery without checking tank capacity there would obvioulsy be a spillage. Additionally, even if we can see that a tank (or tanks) has capacity, we get cases where a tank is connected to another tank with a pipe between them, but if it is a norrower pipe than our delivery hose, then the oil may not flow from one tank to the other as quickly as we are delivering into the first tank and again this can lead to a spillage.
In addition, although it is not the delivery driver's job to thoroughly inspect the soundness and suitability of the tank, we do get cases where the driver notices a small splt in the seam, or that a valve has been left open, or the lid is missing, or the sight tube is hanging loose or has become disconnected, or there is a leak coming from the pipework etc etc. We need access to the tank to ensure there are no obvious problems along these lines.
12) DO YOU HAVE A BABY TANKER AS ACCESS TO OUR PREMISES IS VERY TIGHT?
Unfortunately we do not have a Baby Tanker at present, However, we do have a variety of truck sizes. Most of our fleet are 4-wheelers which means we can get to most locations. We also have 6-wheelers and one 8-wheeler. For the very large deliveries (up to to 36,000 litrs) we can also organize for the big articulated lorries that deliver-in to us to deliver to the customer direct if needs be. Most of our lorries have hoses up to 200 feet long and this allows access to most tanks.
13) WHAT HAPPENS IF I PAY FOR A DELIVERY ON-LINE BUT THE TANK DOESN'T TAKE WHAT I'VE PAID FOR?
We do monitor all on-line orders to ensure that customers do indeed receive what thay've paid for. If the short-delivery is our fault - because perhaps our driver has run-out of product, or there was a problem with the truck, and if the shortfall is significant, we will return with the balance anyway. If the shortfall is because the tank is already too full then usually we will simply send a corresponding refund back to the card which was used to make the original payment. If you wish, or if the shortfall is a minor one, we will probably keep your over-payment on your account with us and it can then be used toward your next order. In such a case we would need you to call us direct when you place your next order as the on-line ordering system will not be aware you are already in-credit.
Some other companies refuse to make any kind of refund if a customer over-orders and over-pays - we are not like that!
Please be aware however, that if you have placed an order with us, and the delivery is so short through no fault of our own (such as your tank already being full or nearly full), that we wouldn't make enough margin on the litres delivered to even cover our delivery costs, we reserve the right to charge a reasonable admin fee before making a refund. The size of fee is likley to be of the order of £25 + VAT for a 500 litre shortfall and a corresponding amount for larger shortfalls - but we would look at each case on it's merits and this is something we would only do as a last resort. The same principle could apply in 'failure to provide access' cases. Usually, we would simply try again in such cases, but there comes a point where we can't keep going back!
Please also note that our on-line pricing structure is set-up in such a way that the bigger orders attract a cheaper price per litre. If a short delivery means that the quantity delivered takes the customer into a more expensive price band we we obviously take this into account when calculating the refund.
14) WHAT ARE THE PAYMENT OPTIONS?
The on-line ordering system is set-up in such a way that you should be able to use any of the major cards - either Debit of Credit cards. Please note however, that as with most other companies that have an on-line presence, there is a small admin fee with all on-line orders (at present set at £3.00 per order - regardless of the size of the order) so as to cover some of the costs associated with the running of the web-site - albeit this should be more than made-up for because of the cheaper on-line prices that you get by ordering on-line.
15) CAN I ORDER DIRECT BY CALLING THE SALES TEAM RATHER THAN ORDERING ON-LINE?
Yes you can, but please note that if you choose to place an order direct by calling our Sales Team over the phone, we are unable to accept Credit Cards (Credit Card payments are a concession we allow on-line only) but customers do have the option of paying by other means. You can obviously pay over the phone by Debit Card, and you can also pay by BACS (Bank Transfer) if you have internet banking set-up. Although we can accept a cheque we would normally need to wait until it cleared before we could go ahead with delivery. Please also note that ordering over the phone isn't always the cheapest option as our cheapest prices are normally achieved with an on-line order. The economics and practicalities of running a web-site are completely different to running an office and therefore pricing structures can vary but usually an on-line order will be cheaper..