Frequently Asked Questions

Q: I had trouble logging into the system with my password so I requested a temporary password but I haven't received it yet.
A: The password may have been caught in your email spam filter. Check your spam folder.

Q: Is there a minimum fuel delivery and if so, what is it?
A: Yes, the minimum order quantity is 100 gallons of heating oil.

Q: What forms of payment do you accept?
A: For your convenience, we accept MasterCard, Discover & Visa credit/debit cards.

Q: When should I expect my fuel delivery to arrive?
A: At the time that you order your fuel, you'll be notified of the projected delivery date. *Please note that the delivery standard is contingent on the projected Winter Delivery Schedule. Deliveries are subject to change due to inclimate weather conditions, vehicle maintenance, and/or other circumstances beyond our control. S&S Fuel strives to ensure that our fuel orders are delivered within 3 to 5 business days from the date of the order. You can also keep tabs on your fuel delivery by accessing your online account and clicking on the order history tab.

Q: What is the current pricing for fuel?
A: The current price of oil can be found on our home page. Click here to view it.

Q: When is my credit card charged for my delivery?
A: Your credit or debit card is charged at the time that you place your online 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 any other Fees?
A: We have a pricing schedule that features volume discounts. That means larger deliveries will get lower prices. If you have a tank that requires a smaller quantity than what you ordered, then the price per gal can be higher. If your delivery is under 100 gallons, you'll be charged a minimum of $20 for your delivery fee. This can be $50 for commercial customers. All applicable taxes will be appropriately charged.

Q: If the price raises before I get my delivery, will I owe the higher price?
A: After placing your order that price will be guaranteed for whatever quantity you ordered.

Q: Can I order an emergency delivery?
A: Yes you can, in some areas. Anyone who is out, or almost out, of oil, can choose the "emergency delivery" service when they place their order. There is an additional charge for this service.

Q: I'm out of oil, there's no heat. What are my options?
A: Read over this section so you can keep yourself and your family all safe and secure:

• Make sure all windows, doors, and other openings are closed properly. That will help to retain the heat that you have until the delivery of the heating oil is made. If you have other sources of heat, like a fireplace, space heater, or wood stove, then use them to keep a live-able amount of heat until you get your oil. Always ensure that you're operating these types of appliances correctly and you are observing all safety rules.
• Make sure you're truly out of oil because the lack of heat might be coming from another problem. Let's say, for example, that you have some blockage in the fuel line that runs between the tank and the oil burner. When systems are not maintained regularly, a blockage of the filter, strainer, or nozzle can be a common problem.

If you're sure that you have oil, but you aren't getting any heat, then you should contact S&S Fuel to resolve the issue. A visit from a technician may be necessary.

You should put in an order for an ASAP delivery, and choose the emergency delivery service. If you've already put your order in, then you can check online to see what the status is on that order and when the delivery is going to be made.

Q: What is a "Prime and Start"?
A: If you totally run out oil, more than likely you're going to need to 'Prime and Start' so you can get going again. This is how you take the air from the fuel line so your burner will relight. Our professional technicians are readily available to help you with the 'Prime and Starts'. You'll need to place an order for this service stating when you'll be at home to let our technicians access your furnace. You can order online.

Q: Will I have to be home to receive my delivery?
A: Not necessarily so. As long as access to your fuel tank is readily available to the driver, then they can fill your tank. Some jurisdictions do require a dealer to inspect your heating tank, but this is only on the first delivery. If this is something that applies to your area, your first delivery inspection will be set up and arranged prior to delivery. The inspection doesn't cost you anything.

Q: What if the tank won't hold as much as I ordered?
A: Not a big deal. Your card (debit or credit) will be automatically credited for any of the gallons you didn't receive. All you pay for is what you actually get.

Q: Why didn't I receive as many gallons as I ordered?
A: Usually this is because the tank was not able to hold them all. There is a 'usable capacity' on most tanks, and it is actually less than what they will hold. Say, for example, that your tank is a 275-gallon tank. The usable capacity for that tank is around 256 gallons. The space left over is for ensuring that the filling process does not over-spill, so there are no accidents. While filling your tank the driver will listen for our 'fill alarm'. That will tell him/her that your tank has been filled to its 'usable capacity'. It's a safety precaution to avoid any environmental contamination. When the alarm goes off, the driver will stop pumping oil into the tanks.

Q: How can I know that my personal data and credit card information is secure?
A - We have an SSL certificate that is your assurance for your personal information and credit card data security. We have a website that totally exceeds all the required security standards when it comes to processing credit cards. Our personal data storage is beyond reproach. We maintain our PCI compliance 24/7, and that is the industry standard. Our process is done on secure servers and your data is encrypted to maintain security. None of your credit card data is kept in our database or stored on our own computers. All of your credit card information will be passed on to the credit card gateway and processors, which is standard for security today.

Q: What is meant by "Normal Operating Conditions and Normal Weather"?
A: It is an unusual occurrence for us to see abnormal weather or operating conditions. If it does occur, we'll alert you. You will be notified on the site before you place your order if such extreme conditions exist.

Normal weather is typical weather that is normal for that specific time of year. Unusual conditions that may arise and possible cause delivery delays would be like:

• Trucks being unable to traverse parking lots or driveways, usually due to ice and snow.
• Poor road conditions because of ice, wind, snow, sleet, or rain.
• Extreme temperatures.
• Temperatures that are below average for several days, leading to an increase in heating oil demand over a short period of time.

Normal operating conditions are when there is a typical availability of equipment and supplies for responding to a normal amount of deliveries. Unusual operating conditions, which may cause delays in deliveries, are like:

• Limited availability of supplies or fuel, which might be caused by things like restricted access and terminal closures. Other situations that could limit access are the unavailability of fuel from other terminals.
• Labor actions, like work slowdowns, strikes, work stoppages, that have a negative impact on you ability to conduct normal business.
• Mechanical breakdowns. Any type of malfunction that will limit our ability to carry out our normal activities.

Q: What should I do if I lose my password?
A: No problem. Simply login, put your User ID in there, and click on 'forgot password'. There will be a few questions to answer to validate that it's you, and then you'll be guided to Reset or to Proceed Further. If you need help, simply email us at this address: info@ssfuel.com.

Q: Why am I unable to Cancel my order?
A: The reason is safety. We cannot allow the cancellation of orders. Once your order has been placed, we have an automated system that immediately dispatches it. It could already be riding on a delivery vehicle and on its way to you. That means we are not able to cancel the order and take the risk of not delivering. If your tank has already been filled by a different company, and we attempt to deliver, then this could result in having an accidental oil spill happen on your property. Should you accidentally duplicate an order, please contact us immediately (ASAP) at: info@ssfuel.com