FAQs

 

Q - I am already a customer of Eastern, can I just order from this website?

A - This site is specifically designed for will-call only orders via credit card for delivery within 5 business days. There are a number of benefits to being a full service customer (24/7 emergency service, access to our customer service representatives, credit and payment terms, and more). Those benefits are limited only to full service customers and are not available through this website. If you feel ordering fuel through the website is a better choice for you, please contact us first so we may setup your account for online only service.

Q - What is your minimum delivery?

A - Our minimum order quantity for heating oil or propane delivery is 100 or 150 gallons, depending upon where you are located in our delivery territory. When you check the price for your town, you will see the minimum order quantity for your area.

Q - What is your delivery area?

A - We supply a variety of fuels to customers across Eastern Pennsylvania and New Jersey from several customer service centers and storage facilities. See map below for our service area for our discount fuel division.

Eastern Discount Fuels Service Delivery Area Map

Q - How can I pay for my fuel delivery services order?

A - Eastern accepts Visa, MasterCard and Discover credit/debit cards for orders.  No checks, COD, or credit term payment methods are accepted through this site.

Q - When will I receive my fuel delivery?

A - Most fuel deliveries are made in 3 to 4 days, but always by the 5th business day under normal weather and operational conditions. When our dispatcher schedules your delivery we will send you an e-mail that includes your expected delivery date. You can also check the expected delivery date for your order by logging into your account and clicking on the order history tab.

Q- What is the current price of home heating oil and propane? 

A - If you are a registered customer, simply log into your account to check the current price in your town. If you are not a registered customer, from our home page, click on "Price Quote"

Q – When will I be charged for my fuel delivery?

A - Your credit or debit card is charged when your fuel order in confirmed. If you order a "fill," your card will be charged for your total tank capacity. If you order a specific quantity, you are charged for that quantity. Once your fuel 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 receive a delivery of less than 1 gallon of propane or less than 100 gallons of oil you may be charged a $50 minimum delivery fee, in addition to the price per gallon. Applicable taxes will be charged, as appropriate. Use our Price Quote function to determine your actual volume discounts.

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

A – No. Once you place your order you are guaranteed the price quoted on your delivery.

Q - Can I get an emergency delivery?

A - Yes, in some areas. If you are out or almost out of home heating oil, you can select "emergency delivery" service when placing your order. An additional charge applies for this service.

Q - I am out of fuel 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 manufacturer's instructions.
  3. Make sure you are actually out of heating 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 us as soon as possible.
  4. Place an order for home heating oil delivery ASAP and select emergency delivery service, where available.
  5. If you have already placed an order, check online for your order status to determine when your delivery will be made.
  6. If you are out of oil, you can add kerosene or diesel fuel to your home heating oil tank until your heating oil delivery arrives. Either kerosene or diesel fuel may be purchased at local gas stations. While these fuels are more expensive than heating oil, both will burn safely in your home 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.
  7. If you are out of propane, our driver will need to perform a system check before turning on the gas. This will incur and additional fee.

Q - What is a “Prime & Start”?

A - If you have run out of heating 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 regulations require that we inspect the safety and 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, we 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 home oil and propane tanks have a specific capacity which is less than the actual capacity. For example a 275 gallon fuel oil tank has a usable capacity of about 256 gallons. The remaining space is required during the heating oil delivery 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 home heating oil 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 that your tank is full. For propane, all tanks are filled to 80% capacity to allow space for the liquid propane to vaporize and turn into gas which is piped into your home.

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

A - It is unusual for us to experience abnormal weather and operational conditions. When they occur, we will alert you on our site prior to placing your order, as soon as we become aware of such conditions. Normal weather refers to typical weather conditions expected for that time of the year. Unusual weather conditions that could cause fuel delivery services to be delayed 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 home heating oil
    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 - Why can’t I cancel my delivery order?

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

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 - 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. Eastern ensures that this 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 - 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 contact us.