FAQs

 

Q – I have requested a temporary password, but I have not received it.

A -  You may need to check your bulk/spam mail bin.

Q - What is your minimum delivery?

A - Our minimum order quantity for heating oil is 150 gallons. 

Q - How can I pay for my order?

A - For your convenience, we accept Visa, MasterCard & Discover credit/debit cards. 

Q - When will I receive my delivery?

A – When placing your order you will be notified of the estimated delivery date. *Notes – Delivery Standard is based on projected Winter Delivery Schedule. Delivery schedule is subject to change due to inclimate weather, vehicle maintenance, and/or other circumstances beyond our control. You can check the expected delivery date for your order by logging into your account and clicking on the order history tab. 

*The tank fill and/or vent must meet the National Fire Protection Association (NFPA) Code before we can make a delivery. Due to the strict enforcement of the NFPA guidelines and insurance regulations, it is extremely important that your fill and vent systems are maintained correctly; as advancements in technology have increased the rate at which oil flows from our delivery truck to your tank at 70 gallons per minute. If your tank's fill and vent system is not maintained correctly you could have an accidental oil release from over-pressurization of your tank.

  • Fill pipe must be 1.25 inches minimum, black iron; 2 inches is recommended.
  • Vent pipe must be 1.25 inches minimum, black iron. 

Q- What is the current price?

A - If you are not a registered user, from our home page, click on “Price Quote”. 

If you are already a registered user please log into your account and click on “Price Quote or Order Fuel”

Q – When will I be charged for my delivery?

A - Your credit or debit card is charged when you place your order. If you order a "fill," your card will be charged for your total tank capacity. Once delivery is made, your credit or debit card account is automatically credited for any gallons that do not fit in your tank. If you order a specific number of gallons (Example: 200 gallons) your credit or debit card will be charged for the amount of your order. Once delivery is made, your account is automatically credited for any gallons that do not fit in your tank. Either way, you only pay for the number of gallons that you receive.

Q – Are there other Fees?

A - Our pricing schedule contains volume discounts, so larger deliveries receive lower prices. If your tank takes a smaller quantity than you ordered, your price per gallon may be higher. If you fall below the 5% quantity threshold your price per gallon will fall into a different price break. For example, orders where the delivered gallons falls below 142.5 gallons, the price will be 10 cents higher than the 150-199 gallon quantity threshold price per gallon. This will vary depending on which quantity threshold you fall into. If you receive a delivery of less than 125 gallons, you will be charged a $6.00 minimum order fee in addition to the price per gallon. All orders will incur a governmental compliance fee of $7.95. Applicable taxes will be charged, as appropriate. Use Quick Quote to determine your actual volume discounts. 

Ordering a quantity less than "fill tank", credit cards will be authorized at the time of order for the total estimated price plus 3 percent to allow for any incidental meter stop overages. Your account will be credited once the delivery has been made and no meter stop overages were incurred.

Q – If the price goes up before I receive my delivery, do I pay the higher price?

A – Once you place your order your price is guaranteed for the quantity ordered.

Q - Can I get an emergency delivery?

A - No, if you need an emergency delivery please do not place an online order.

Q - I am out of oil and have no heat. What can I do?

A - Please read this section carefully to keep your family safe and secure:

  1. Make sure that all doors, windows and other openings are securely closed to retain as much heat as possible until your heating oil delivery is made.
  2. If you have a supplemental source of heat (wood stove, fireplace, space heater, etc.) you can use that to maintain the heat in your home. Be sure to operate these appliances safely and in accordance with the manufacture’s instructions.
  3. Make sure you are actually out of oil as your no-heat situation could be due to another problem. For example, it is possible that there is a blockage somewhere in your fuel line between your tank and your oil burner. In systems that are not regularly maintained, it is common for a blockage to occur in the filter, the strainer or the nozzle. Other problems can also occur that will cause your oil burner to operate improperly. If you have oil, but are not getting heat, contact a local heating contractor as soon as possible.
  4. If you are out of oil, you can add kerosene or diesel fuel to your heating oil tank until your heating oil delivery arrives. Either kerosene or diesel fuel can be purchased at many local gas stations. While these fuels are more expensive than heating oil, both will burn safely in your heating oil burner. Usually 5 or 10 gallons will last for a day or two, depending upon the temperature and the size of your home.

Q - I have a PVC fill/vent pipe. Why won't you make the delivery?

A - The tank fill and/or vent must meet the National Fire Protection Association (NFPA) Code. Due to the strict enforcement of the NFPA guidelines and insurance regulations, it is extremely important that your fill and vent systems are maintained correctly; as advancements in technology have increased the rate at which oil froms from our delivery truck to your tank at 70 gallons per minute. If your tank's fill and vent system is not maintained correctly you could have an accidental oil release from over-pressurization of your tank.

  • Fill pipe must be 1.25 inches minimum, black iron; 2 inches is recommended.
  • Vent pipe must be 1.25 inches minimum, black iron. 

Q - What is a “Prime & Start”?

A - If you have run out of oil, you likely need a Prime & Start to get the air out of your fuel line so that your burner can re-light. We have technicians available to do “Prime & Starts”. You will need to order this service on-line at the time you place your order and will also need to be home to give access to your boiler or furnace. If “Prime & Start” service is not available in your area, you should simply contact a local heating contractor and schedule a service call.

Q - Do I need to be home when my delivery is made?

A - Not usually, as long as the driver has ready access to the fill of your fuel tank. In some jurisdictions, it is necessary for the dealer to inspect the condition of your heating oil tank on the first delivery only. If this applies in your area, and you have a basement or other inside tank, the dealer will contact you before your first delivery to make arrangements to do your “first delivery inspection”. There is no cost for this one-time inspection.

Q - What if my tank will not take all the gallons I ordered?

A - No problem. Your credit or debit card will automatically be credited for any gallons you do not receive. You only pay for the number of gallons you actually receive.

Q - Why did I not receive all the gallons I ordered?

A - Normally this is because your tank could not hold all the gallons you ordered. All heating oil tanks have a “usable capacity” which is less than the actual capacity. For example a 275 gallon tank has a usable capacity of about 256 gallons. The remaining space is required during the filling process to avoid accidental spills as well as allowing for expansion of the fuel as it warms. During the filling process, the driver listens to your “fill alarm” which tells the driver when your tank is filled to its usable capacity. For safety and to avoid environmental contamination, your driver must stop pumping oil when the vent alarm indicates your tank to be full.

Q - How do I know my credit card data and my personal data are secure?

A - Our SSL certificate is your assurance of data safety and security. Our website meets or exceeds all security standards for processing credit cards and storing personal data. We maintain PCI compliance, which is the credit card industries ongoing evaluation and acceptance of our credit card processing standards. Our data entry process is done using secure servers and all data is stored encrypted for your security. No credit card data is stored on our computers or in our database. All credit card information is passed to the credit card processors, via our credit card gateway, which is the standard for credit card security.  

Q - What does “normal weather and operational conditions” mean?

A -    Normal weather refers to typical weather conditions expected for that time of the year. Unusual weather conditions that could cause delivery delays can include: 

-       Inability for trucks to enter driveways or parking lots, typically due to snow and ice.

-       Poor road conditions caused by rain, snow, wind, ice, sleet, etc.

-       Weather conditions that slow deliveries such as snow, ice, wind, and temperatures.

-       Below average winter temperatures over several days which may occasionally cause an unusual increase in demand in a short period of time.

 

Normal operational conditions refer to the typical availability of supplies and equipment required to respond to a normal number of deliveries. Unusual operations conditions that could cause a delivery delays can include:

 

-       Limited availability of fuel, or other supplies, that could be caused by circumstances such as terminal closures or restricted access, unavailability of fuel at terminals, other situations that cause delays in securing fuel or other supplies.
- Mechanical breakdowns or malfunctions that limit the ability for a company to perform their normal functions.
- Labor actions, such as work stoppages, work slowdowns or strikes, that negatively impact the ability for a company to conduct their normal business activity.

Q - I forgot my password. What do I do?

A - It’s easy. Just go to the login screen, enter your user ID and then click “forgot password”. You will then be asked a few additional questions and then guided to either Reset or Proceed further.  If you need assistance feel free to email us at Info@HindsEnergyOnline.com.

Q - Why can’t I cancel my order?

A - For safety reasons we are unable to allow order cancellations. Once an order is placed, our automated system immediately dispatches your order and it may already be on a delivery vehicle on its way to your home or business. Consequently we are unable to cancel your order and avoid the risk that a delivery will not be attempted. In the event that your tank has been filled by another company, and our dealer attempts a delivery, it could result in an accidental oil spill or release on your property. If you have accidentally placed a duplicate order, please contact us ASAP at Info@HindsEnergyOnline.com.