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Moorland Fuels

FAQ

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Frequently Asked Questions.

Here are some of the most commonly asked questions about our products, services, and policies. We want to make sure that you have all the information you need to make an informed choice. Please contact us if you have any questions.

The easiest way to obtain a quote is to call us at 01837 55700. Our prices change daily based on the cost of oil. The price you pay will be the price you were quoted when you placed the order and not the price on delivery day. You can also get an quote and place an order online through our Web site.

Domestic tanks typically range in size from 1,000 to 2,700 litres. If you do not use a Watchman or Apollo gauge to tell you how much fuel you have used, check to see if your tank has a sight tube on the outside so you can see how full the tank is. You can also use a garden cane or something similar to act as a dip-stick to give an indication of the oil level.

No. As a member of our Gold Service you would not need to contact us to place an order. Depending on how you asked for us to run your Gold Service determines whether or not we would contact you in advance to see if you want us to fill your tank. Some customers have asked for us to just fill them up, others have asked for us to call them to check to see if their tank needs filling.

The minimum amount you can order is 500 litres. The average order is 1,000 litres. Domestic tanks typically range in size from 1,000 litres to 2,700 litres. Our price break is at 750 litres. We always recommend going for the larger amount in order to take advantage of the lower pence per litre price.

It is our company policy that we don’t deliver less than 500 litres.

Call 01837 55700 and talk to one of our friendly team or your can order online through our Web site.

Yes, Moorland Fuels has a baby tanker within its fleet. It is a slightly higher pence per litre price to have your fuel delivered on the baby tanker.

You can certainly order on behalf of others, but we will need your neighbour’s exact address details and, if they are unknown to us, where the tank is located and their payment instructions.

We offer a variety of payment methods to suit our individual customers – just choose which suits you best:

  • Pay at the time of order with a debit/credit card (most cards are accepted). The card details are encrypted against your order and the payment is ring-fenced in your bank account. However, the payment is not finally debited until the fuel has been delivered and the ticket confirmed.
  • Allow us to take some extra details and simply pay by card/cheque within seven days from invoice (sent by post/email – whichever you prefer)
  • Join our budget scheme and pay a proportion of the initial order cost by card/cheque, then complete an application form and direct debit mandate. All future payments will then be collected by direct debit.

We accept credit/debit cards, electronic transfer and cheques. Payment is taken at the time of your delivery. If you pay by debit/credit card at the time of placing the order, the payment is ring-fenced in your bank account but the payment is not debited until after the fuel is delivered.

Even though we process your payment at the time of delivery, we still give you an invoice for your records. This is left by our driver at your house and includes a confirmation of your delivery. You will also receive an invoice via email if we have your email address or by post if we don’t.

Yes. We offer a monthly Direct Debit scheme to help you manage your payments and avoid large winter bills.

If an error has occurred please contact us as soon as possible with your delivery/invoice reference number. We will look into the issue immediately and rectify any error found.

If you have to cancel your order for whatever reason, because the payment has been ring-fenced against the card provided but not actually debited, as soon as the order is cancelled the payment is voided on our end. However, please be aware that it can take up to 24 hours for your bank to remove the ring-fence on the voided payment.

We offer 0% financing for oil tanks for a 12 month period. We have partnered with Duologi to allow you to spread the cost of your oil tank installation over 12 months. Duologi’s simple process enables you to complete your finance application from the comfort of your own home.

If you don’t want to spread the cost of your installation over 12 months, we require 50% of the total invoice value including VAT at the time of booking your job in, the remaining 50% will due within 5 days of works being completed.

If you are solely buying a tank, payment in full is due at time of order.

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 your delivery driver. If you are not at home during the delivery, the driver will usually post it through your letterbox.

Our normal delivery time is within five working days. Saturdays do not count as a normal working day. We say within five working days because this enables us to effectively route your fuel as efficiently as possible, enabling us to keep our prices as low as we can. Please be aware that in peak months lead times can increase, depending on demand and inclement weather.

You only need to be at home if the driver is unable to obtain access to your tank without you being there or if you keep your tank locked. If you wish to be there, please let us know. If you do not request this you will not be contacted prior to delivery.

If you would like to know when your fuel will be delivered, please let us know and we will accommodate your wishes. We now offer a text message notification the day before your fuel arrives. Simply let our sales team know if you would like to be notified by text or phone call and we can set that up for you.

We load our tankers with a specific volume of fuel for the orders we have to complete on that delivery schedule. However, sometimes customers do not take the full amount of fuel that they have ordered and the driver might have some extra left on board. It is always worth asking the driver if he can top you up, but it is not always possible for him to do so.

Call us at 01837 55700. We always try to accommodate our customers’ needs and, if it is possible, we will work with you to find the best possible delivery time.

If your order has not been delivered by the time indicated on your confirmation, please call us at 01837 55700. Please understand that during inclement weather it is not always safe to have a tanker on icy roads and so delivery times can change.

Most standard tanker hoses are approximately 175 ft. Our baby tankers only have a hose length of 150 ft.

For safety/environmental reasons, offset fill locations (where the delivery driver cannot see the tank while filling) pose a difficult problem for the driver. It is essential to inform the office when placing your order of this delivery requirement in order for us to find the safest way to meet the delivery.

We make every effort to schedule the same driver each time you require a fuel delivery. We believe this continuity helps create a more efficient service because the driver becomes more familiar with you, your tank and your area.

Look at the sight gauge on your tank to determine what type of oil you require. Kerosene 28 (kero) is yellow and gas oil is red. If you don’t have a sight gauge, check with either the previous owner or the service technician (they often leave a contact sticker on the boiler).

Many tanks have a sight gauge connected. Push the plunger so that the level resets; it will then adjust the ball to the level of the oil in the tank. If you have a plastic tank, it should have the capacity embossed on it in a prominent place. We can deliver a specified quantity or we can fill your tank – whichever suits your needs/budget.

If you have an old metal tank and are considering replacing it with a plastic tank, contact us to arrange a site survey.

Our regular delivery days are Monday to Friday. However, our drivers do deliver on a Saturday in times of peak demand. Our area is approximately 30 miles from our depot in Okehampton. We also deliver into Plymouth.

It is not always possible for us to do a same-day delivery because we route our vehicles the day before. It is always worth asking the question as we will always look to see if we can make it work.

We have emergency barrels and drums for our customers to purchase during winter months. These are for customers who have run out or are about to run out and who have an order on the system for us to deliver. We charge a deposit of £10 per drum. In order to qualify for the drum deposit refund, drums must be returned to the office within a week.

We have an emergency line and all calls will be answered.

Our delivery time is within five working days. If you placed an order on a Monday, your order will be with you by the following Monday at the latest. Please be aware that in times of peak demand or inclement weather, delivery times may extend.

Yes, we deliver on Saturdays during the winter.

The minimum delivery of kerosene or red diesel is 500 litres. The minimum amount of derv we will deliver is 1000 litres.

Yes. Larger quantities are cheaper to purchase per litre than smaller quantities. In particular, ordering 500 litres at a time puts the cost up to you and to us. We offer a price break for an order of 750 litres or more. Join our Direct Debit scheme to spread your payments out.

If you would like today’s price for a fuel delivery, please call us on 01837 55700 or get a price online through our Web site.

Fuel prices are directly linked to the price of crude oil. As with any commodity, when demand is high the price rises, which affects our prices and the price paid at the pump. Other global conditions such as production cuts, terrorist attacks, changes in the value of sterling and trade wars all impact the price of oil.

No, if access is easy or we have been to your property before, we can deliver without you having to wait in for our driver. Any special instructions should be given at the time of ordering.

Yes, in most cases we are able to get one of our smaller four-wheel tankers onto your property.

Yes, we have our baby tanker, which reaches places other tankers cannot.

Yes, 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 sevebn-mile radius of the farm. It is illegal to use it in a car or truck on the road.

We offer two types of premium grade kerosene.

The first is Moorheat Plus Premium Kerosene. This is a premium kerosene designed for oil-fired boilers. It reduces carbon deposits, breaks down sludge in your tank, helps your boiler work more efficiently and lowers carbon emissions.

RangeFuel Plus is a premium kerosene for AGAs and Rayburns. It reduces the Char value of the kerosene, reduces carbon deposits, helps your AGA/Rayburn burn at a more consistent temperature and is better for the environment. AGAs and Rayburns prefer a Char value of less than 15. We recommend that all AGA/Rayburn customers use RangeFuel Plus.

If you have a difficult access or location requirement, this is best discussed on placing your order. If it is deemed necessary to place your delivery on a baby tanker, then an extra cost may be incurred.

Prices vary daily so please make sure that you are comparing prices on the same day. The oil market is very competitive and highly complicated.

The price of kerosene 28 is influenced by the price of crude oil and the constant movement of the currency markets. Global events such as 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 will also influence the price of heating oil.

The larger the quantity you order, the cheaper per litre price you will pay, simply because it costs us the same to deliver 500 litres as it does 2,000 litres. The minimum quantity we deliver is 500 litres. The bigger the tank you have, the better, as you can fill up when prices are lower. Unlike other energy, oil prices change every day. We always quote for delivery within our five working day delivery window. This means you know exactly what you will be charged.

No, our tank replacement surveys and quotations are free and carry no obligation.

Moorland Fuels carries a full range of tank sizes that meet most of our customers’ requirements. We can provide purpose-built or custom tanks where necessary, although most tank replacements are a like-for-like changeover. Our tank engineers will work with you to determine the most suitable tank size to meet your fuel usage and property requirements.

The first step should be to contact us on 01837 55700 so that we can arrange for one of our tank engineers to visit you and contain the leak. They will have the expertise to determine what course of action is necessary and who to contact in case of an environmental emergency. As soon as you have called us, you can take the following basic steps to contain the leak and reduce any possible impact:

• Wear protective gloves before handling any items covered in fuel oil
• If possible, place a container under the leak to catch the oil
• If there is a small crack in the tank from which fuel is leaking, a bar of soap can be rubbed into the crack can temporarily restrict the flow of oil

Our bunded oil tanks and fuel dispensers come with a 10 year manufacturers’ warranty and are produced from the best base materials and the most reliable fittings. Each tank is tested ‘in house’ by the manufacturer before they leave the factory and will last for many years beyond the expiration of the warranty if properly maintained.

It is always advisable to have someone on the property when our engineers complete the installation.

We offer 0% financing for oil tanks for a 12 month period. We have partnered with Duologi to allow you to spread the cost of your oil tank installation over 12 months. Duologi’s simple process enables you to complete your finance application from the comfort of your own home.

If you don’t want to spread the cost of your installation over 12 months, we require 50% of the total invoice value including VAT at the time of booking your job in, the remaining 50% will due within 5 days of works being completed.

If you are solely buying a tank, payment in full is due at time of order.

Need More Help?

Our friendly team will help you make an informed choice to best suit your specific needs:

Sales: 01837 55700

Out of hours: 01837 55700

Email:  info@moorlandfuels.co.uk

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