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Frequently Asked Questions

To find the answer to your query please select from the following categories of frequently asked questions:

Ordering & Payment
Delivery
Registration & Membership
Prices
Group Savings
Contacting Us

If the answer to your query cannot be found in our frequently asked questions please contact us.

Ordering & Payment

If I order 1000 litres and the tank will not hold it do I still have to pay for 1000 litres?

No. If your delivery is less than the amount ordered you will receive a refund for the value of the oil that wasn't delivered. The refund will be made to the same card that you used in your original order payment. However the economics of oil supply and delivery are tight so please order a volume that is close to what the tank will hold. Effective route planning is a critical factor and suppliers load their tankers and schedule a delivery run of orders so as to return back to the depot with as little fuel as possible. Carrying fuel back is not cost effective for the supplier and ultimately impacts on prices. So getting our order volumes reasonably accurate will help oil users in the long run.

Can I place an order to "fill up" the tank?

Unfortunately, the economics of delivery do not make this possible. Suppliers load their tankers and schedule a delivery run of orders so as to return back to the depot with as little undelivered fuel as possible. Carrying fuel back is not cost effective which in turn, has an impact on the price we pay. Whilst suppliers acknowledge it may not be possible to determine exactly what your tank will hold they do ask that the order is for a specific volume/litres - your best estimate of what will go in the tank. If the tank can't take the full volume ordered you will be refunded accordingly.

How do I pay for my oil?

Payment is by credit/debit card only. Our payment services are provided by SagePay, giving you the highest level of security for your peace of mind. You will be asked to enter your card details during your online order.Payment will be taken from your card at that time and any bulk-buy savings will subsequently be refunded to your card as a separate transaction. Upon delivery, if the full order volume cannot fit into your tank, you will be refunded accordingly for the difference.

What is the credit card charge and how is it calculated?

Payment is accepted by debit or credit card. There is a charge of 1.57% incl. VAT for credit card payments, however, there is no charge for debit cards. The credit card surcharge simply covers the additional costs incurred from the credit card issuers. We recommend payment by debit card to keep your cost to a minimum. Please note that the credit card surcharge is deducted from your card as a separate transaction.

What if my debit/credit card payment is incorrect?

If an error has occurred please contact us as soon as possible with your order reference number. We will look into it immediately and rectify any error found.

When do you actually charge my credit/debit card?

Payment is taken as soon as you place your order and enter your credit/debit card details in our secure payment gateway.

When your order is processed and sent to the oil supplier, we then refund you for any bulk-buy savings obtained, where applicable.

We will refund the value of any under-delivery when the supplier has confirmed the delivery volume to us. Refunds will always be made to the same card used to pay for the order. Even though we process your refund immediately after the delivery is confirmed by your supplier, refunds will typically take 5 working days to appear on your account.

I have a monthly payment/top-up account with my existing supplier. Do you offer a similar facilty?

We are looking at this but do not provide a monthly payment/top-up facility at the moment.

I would like to cancel my order. How do I go about this?

If you want to cancel on the same day that you placed your order and it is on our Standard Delivery service, you can cancel it from your account area. Click "My Account" in the BoilerJuice main menu and you will see any orders you have in the queue. Click the red "Cancel order" icon to cancel your order. Your money will then be refunded back to your card. Although this is done immediately, it does take a few days to go through the banking system. Please note that if you have paid by credit card, the surcharge will not be refunded as this is a cost incurred by BoilerJuice.

If your order has already been processed it may be possible to cancel it as long as the supplier agrees and has not already begun delivery. Please contact BoilerJuice Customer Services ASAP on 0800 321 3275 and we will assist you with this. There may be an administration fee upon cancellation if the order has already been scheduled for delivery.

I've cancelled my order so why is my payment still shown on my credit/debit card account?

Once an order has been cancelled the money is automatically refunded back to your card. However, it may take up to 5 working days before this shows on your statement. This is the time it takes to go through the banking system and is beyond our control.

I'm not sure how much oil to order?

The minimum amount you can order is 500 litres. The average order is 1000 litres. Domestic tanks typically range in size from 1000 litres to 2700 litres.

What type of oil do I need?

There are two types of heating oil: kerosene 28 (kero) and gasoil. By looking at the sight gauge on the tank you can determine the type of oil stored - kerosne 28 is yellow and gasoil is red. If you don't have a sight gauge you should confirm this with either the previous owner or the service technician (they often leave a contact sticker on the boiler). (For the technically minded) Road/rail transport information for Kero 28 is: UN No 1223 Proper shipping name KEROSINE ADR/RID Class/Packing group 3 / III Hazard identification No 30 CEFIC Tremcard No 30S1223 UK Emergency action code 3Y

Is the gas oil you quote for the same thing as "red diesel", ie 35-second oil? And is it legal to use it in a tractor that only moves on private land?

Gas Oil is Red Diesel. You are allowed to use it in tractors and any other vehicles used on private land, including a car or truck. There is also a law that says you can use the tractor on a public road within a 7 mile radius of the farm.

What can I do to save money?

You can save money by using one of our group buying features. We queue all our orders and place them with suppliers at the beginning of each working day. This allows us to buy in bulk and achieve lower prices. Any savings achieved this way are passed on to you directly. To get the best chance of bulk discount on your order, simply tell your local friends and neighbours to order their oil on the same day as you and, provided you are all in the same postcode district (the first half of the postcode, e.g. AB12) BoilerJuice will automatically group your orders. We will tell you about any discount obtained when we send your order confirmation email. This is the email sent when the order is processd at the beginning of the next working day (not the "acknowledgement" email sent when you first place your order).

How do I order and pay for oil to be delivered to another address rather than my home (e.g. for a relative/friend/holiday cottage)?

Whilst getting a quote and placing your order, please use the address and postcode for the actual delivery address, rather than your normal home address (if they differ). This is very important as the oil price is based on the delivery postcode. You will be asked to enter both a delivery address and a billing address. For most people these will usually be the same, but when ordering for someone else, or for a holiday home, they are likely to be different. The billing address must always match the credit/debit card used to pay for the order.

I have not received my order confirmation

Please see your account area for order details. To get there simply click the 'My account' link in the BoilerJuice website's main menu. Each of your most recent orders will be listed. After your order has been processed, you will be able to view the full order confirmation on-screen, and this can easily be printed if required.

Do you supply Premium grade Kerosene 28?

Unfortunately we do not supply this product. It has to be transported separately (i.e. cannot be mixed with standard kero 28). Therefore it is not usually held in stock by suppliers and will only be provided by arrangement.

Delivery

Which supplier will deliver my oil?

We are not able to specify which supplier will deliver the oil prior to the order confirmation stage. The order will go to the supplier with the best price available to you when the order is processed the following working day.

Can I arrange for the tank to be "filled up"?

Unfortunately, the economics of delivery do not make this possible. Please order a specific volume/litres. Suppliers load their tankers and schedule a delivery run of orders so as to return back to the depot with as little fuel as possible. Carrying fuel back means the costs of delivery have to be covered with fewer deliveries which in turn, has an impact on the price we pay.

Who is responsible for delivery?

The oil supplier who secures your order at the time. BoilerJuice automatically passes your order to a local reputable, accredited supplier. Details of the supplier are provided on your order confirmation email.

How long will the supplier take to deliver my oil?

Standard deliveries are usually made within 10 working days of your order being processed and allocated to a supplier. Your order confirmation email will state the expected latest delivery date, although the delivery may be made at any time up to this date.

Please note:

Under unusual circumstances such as extreme weather conditions or high demand, the standard delivery time may be increased beyond 10 working days. However, the current standard delivery timescale is always displayed with your quote at the time of ordering.
Delivery times are quoted in working days only, which excludes weekends and bank/public holidays.
If you wish to chase up a delivery please contact the supplier - full contact details of the supplier are provided on your order confirmation.

I need a delivery earlier than the time stated on the order confirmation. What can I do?

If you need an urgent delivery, you should contact the supplier using the telephone number shown on the order confirmation and ask them if they can deliver any sooner than the time indicated. If not, and you manage to secure an urgent delivery from elsewhere, please let us know so we can cancel your order.

I need to arrange a specific delivery day and/or time. What should I do?

Full contact details of the supplier are provided on your ORDER CONFIRMATION email, which is sent to you at the beginning of the next working day after you placed your order. Please call the supplier to make the specific arrangements you require for the delivery.

Do I need to be at home when they deliver my oil?

No, as long as the driver can access your oil tank easily. When you place your order you can describe where the oil tank is located on your premises and advise of any special delivery instructions.

The order has not been delivered?

The first thing to do is check the expected delivery time (indicated on your order confirmation). If your delivery is outside the expected delivery time you can contact the supplier for an update. Full contact details of the supplier are on the order confirmation. Please note that increased demand during bad weather and the run up to Christmas will disrupt the scheduled delivery times.

How do I know how much oil was delivered?

All deliveries are monitored by the tanker's meter and regulated by trading standards. Your delivery ticket will show you the actual amount of oil delivered, and this will be left with you by the supplier. If you are not at home during the delivery they will usually post it through your letterbox.

How far can the tank be from the tanker?

Most standard tanker hoses are approx 30 metres (100 feet). If you require a longer hose please state in your delivery instructions.

My filling access is what they call an offset pipe, i.e. my tank is located away from the access or filling point. Do you deliver to these locations?

For safety/environmental reasons most suppliers decline to deliver to offset fill locations (where the delivery driver cannot see the tank whilst filling). We recommend you make arrangements direct with a regular supplier.

Can I have my oil delivered in a "baby tanker"?

Most suppliers use standard delivery tankers. Not all suppliers have a "baby tanker". Because we do not know who will win your order at any given time (i.e. an order could go to one of a number of local suppliers), we are unable to arrange or guarantee a delivery with a baby tanker.

Can you deliver to a houseboat?

Unfortunately, due to Health and Safety, we are not able to deliver to any tank that is not securely erected on the ground. We are, therefore, unable to deliver to a tank that is on a houseboat.

Can you deliver where the hose has to go through a dwelling/living accommodation?

Most suppliers decline deliveries which require the hose to be taken through a dwelling/living accommodation as their insurance will not cover for damage caused by a hose to white goods/furniture, dirty hoses, and leakages or spillages in a dwelling. Also suppliers can at the driver's discretion, decline to deliver through any part of a property that has white goods in situ i.e. Washing Machine, Tumble Dryer or Freezer etc. Therefore, this could include Hallways, Passageways, Garages, Extensions or Conservatories, We recommend therefore that you make arrangements direct with a supplier.

Can you deliver to an IBC or non standard tank?

Deliveries cannot be made to tanks/fill points that do not meet the statutory requirements or are deemed unsafe. If upon arrival the driver considers the tank unsafe/not fit for purpose the delivery will not go ahead.

I am having a problem with my oil supplier - can BoilerJuice help?

Of course. Please contact us with details of your problem and we will help to resolve it.

Registration & Membership

Do I need to register?

You do not have to register to browse the website. However, you will be asked to provide a username and password when placing your first order. Once you have ordered you will have access to your own member home page providing you with personalised information.

Are my personal details secure?

Absolutely! BoilerJuice.com is concerned about security and makes every effort to ensure our transaction process is safe and that your personal information is secure. BoilerJuice uses state-of-the-art encryption technology to ensure your personal information remains safe and secure. We take your privacy seriously and treat all information in accordance with applicable data protection laws in the UK.

Do I have to pay to use BoilerJuice?

No, our service is free - you only pay for the oil you order.

I can't login

Make sure you are typing in your details correctly - usernames and passwords are case-sensitive. You must also ensure your browser does not have cookies disabled. If you continue to have difficulty please click here for further help. Please note that if you simply wish to get a quote or order your oil, you no longer need to be logged in. When you place your order, simply enter a new username and password as instructed at the final confirmation stage, and if you entered the same email address you registered previously, your account will be updated with all the new details. If you enter a different email address, a new account will be created.

I have a new email address - how do I update my account?

Click on the "My Account" link in the BoilerJuice main menu. If you are prompted to login, enter your username and password and click the "Login" button. Once logged in, click the "My Profile" link to edit your account details. Don't forget to click the "Update" button after you've made your changes.

How do I change my password?

Login to your account area and click the My Profile link. Enter your new password in both password fields on the form and click the Update button. Your password has now been updated.

Prices

I need a smaller tanker than standard. Will there be an extra cost?

The prices shown are for delivery using a normal sized tanker. Some suppliers charge extra if a smaller tanker is required. Please put a note on your order stating your requirement and once you receive the order confirmation, give the supplier a call to check that they can make the delivery at the quoted price.

The price you have quoted me is not the cheapest I can find. Why is this?

In most areas of the country the prices we quote are the cheapest in the area. Prices vary daily so make sure that you are comparing prices on the same day. Prices also vary between suppliers. In most areas we have a number of suppliers, again ensuring that we get the best price available in the area. However, in some areas we are still building our supplier base which is why occasionally people can find a cheaper quote. We are always happy to receive details from our members about local suppliers you would recommend and we will see if we can add them to our list of registered suppliers.

Why do prices change so often?

The price of kerosene 28 is influenced by the price of crude oil which in turn, varies as a consequence of global events. Wars, political upheaval, terrorism and natural disasters are among the many factors influencing the price of crude oil. At home, bad weather, seasonal demand or interruptions to supply (such as the Buncefield explosion) will also influence the price of heating oil. For more information on this please visit our "latest news section" on the homepage.

Why has domestic heating oil not come down in price with falling crude prices?

Domestic heating oil prices are subject to a number of complex interrelated supply and demand influences at both the global and national level. Right now the main reason we are not benefiting from lower prices is because of exchange rates and the falling value of the pound. Oil is traded in dollars and the value of the pound has slumped. For example, previously crude oil at $50 to the barrel would have been just £25. At today's exchange rate, crude oil at $50 to the barrel equates to £35 - an increase of £10 per barrel.

Group Savings

How can I join forces with other oil users to save money?

There are 2 ways this can be done:

Buy oil today and if there are other orders in your postcode area, and the price is better, BoilerJuice will group your order with them. If sufficient volume is achieved, any discounts will be automatically passed on to all buyers in the postcode group.
Join a weekend buying group.

Why didn't my order receive any Group Savings?

When you first receive your quote we automatically search for the lowest price available to you for your required volume of oil at that time. This price is a guaranteed maximum price. After your order is placed, it is held in our order queue until 7am the next working day. The queue is then processed and we group orders in each postcode area.

Group Savings will only be achieved if a lower bulk price can be obtained for the combined order volume. Sometimes a lower price is not possible, either because the combined volume wasn't sufficient, or supplier prices have been increased.

During 2009, 67% of weekend orders received a Group Savings discount.

Why, when I have ordered at the same time as neighbours, are our prices different?

We automatically search for the lowest price available for each individual order. As suppliers regularly change their prices throughout the day to stay competitive, your quoted price per litre is held as a guaranteed maximum price until the order is processed at 7am the next working day (your final price per litre could go down when processed, but it will never go up). However, if a neighbour places their order some time later the same day, the price they are quoted will be based on the available prices at that exact moment. So, if suppliers have changed their prices since your order was placed, your neighbour could be quoted a higher or lower amount than you. Price differences can also occur when people order different quantities of oil.

Contacting Us

How can I contact you?

Being an internet based business helps reduce operating costs which in turn helps us offer better prices on heating oil. Please email your query to us and we will respond as quickly as possible. Our customer services team works 7 days a week, including evenings. Any emails we receive outside of working hours will be dealt with as soon as our office opens.