Have a question and need help?
How can I cancel an order for oil?
There are two ways to cancel an order.
1. If your order is NOT a same day delivery, please sign into your account and look for the "CANCEL" button under the "recent orders" section of your account dashboard. Click the cancel button to cancel the order. IF there is no cancel button, then it is too late to cancel online and you must cancel by method #2 below:
2. To cancel an oil delivery order if there is no cancel button on the order in your account, you MUST contact the oil dealer directly (immediately), then also send a cancellation request via our contact form. If your cancellation is not received in time before the oil delivery is made, you will be responsible for payment of the delivery. There is a cancellaton fee for all cancelled orders. This fee is displayed during the ordering process. (Please Note: Cancelling an order and reordering still counts as a cancellation).
How can I cancel a service call order?
To cancel a service call order you MUST contact the service provider directly (immediately), or cancel it in your account. There is a $20 cancellaton fee for all cancelled orders. This fee is displayed during the ordering process. (Please Note: Cancelling an order and reordering still counts as a cancellation).
Why is there a fee if I cancel my oil delivery?
There are cancellation fees for a few reasons. They are NOT to punish a customer. We pay a fee to your credit card bank on every transaction, plus we pay a fee for the refund too. In addition, it costs us time and labor to make sure the truck has been cancelled and does not arrive at your home. This takes manual time and several people to accomplish this. This is for both cash or credit orders.
Cancelling orders also takes away another customers ability to order for that day. PLEASE Do Not request waiving cancellation fees. Thank you.
If I place an order and cancel it the same day, is there still a cancellation fee?
Yes, cancellation fees are in place for several reasons. We incur fees from some of the credit card companies on each order placed. We must pay these fees on your order even if it's cancelled. Also, there is a process on our end to cancel an order and it takes time and resources. We must also contact the dealer you ordered with to confirm your order is removed from their route, then issue a refund. Additionally, when you place an order, then cancel it, it prevenst another customer from being able to order oil.
The cancellation fee is displayed throughout the order process and applies to both cash and credit orders . Please allow approx. 5-7 business days for your bank to reflect a refund on your credit card account.
I just placed an order but the promo code I used is not reflected on the order. Should I cancel it and reorder?
Please DO NOT cancel an order if you forgot to enter the promo code or click the apply button, this will trigger a cancellation fee. Send us a message via our contact form ASAP so we can apply the code. We cannot apply a code after your oil is delivered.
I ordered oil with a credit card but now I want to pay the driver in cash. Is there still a cancellation fee?
Yes, there is a cancellation fee due to time and credit card fees incurred by credit card companies.
I cannot login to my account. I am getting a message stating my email or password is incorrect.
You will only get this message if you are entering a wrong email address or password. When signing in, enter your password directly into the password field on Codfuel.com. Do not use the password from your browser because it may have saved an old one.
I received an error message when placing my order. What should I do?
If you received an error message, the best thing to do so we can help you is to copy the error message and email it to us via our contact form so we can help you. Most errors ocurr on credit card orders when the security code on the credit card is entered incorrectly or the billing address of the credit card does not match the address on your bank statement.
If incorrect information was entered, please wait 10 minutes, then retry your order with the correct information.
PLEASE NOTE: you must wait at least 10 minutes or you will receive another error message because it will appear as a duplicate transaction.
If you enter incorrect billing information, your card will show a charge, but declined for security. That charge will drop off your card automaticaly by the banking system. This typically takes 3-5 business days depending on the bank.
What time can I expect my oil delivery?
Unfortunately, we cannot give you a delivery time. This is why we recommend choosing the credit card payment method since you do not have to wait home for the truck. Oil trucks follow a route and new orders come in throughout the day, so it is difficult to offer a delivery window.
If you are paying cash and cannot wait, please call the oil dealer you ordered from and perhaps you could make arrangements on where you could leave the money for them.
I placed an order to be paid in CASH, can I switch to a Credit Card Payment?
You cannot switch payments. If you want to change to a credit card order, you must place a new order with a credit card and cancel the cash order.
I placed an order to be paid by CREDIT CARD, can I switch to a CASH Payment?
If you placed a credit card order and want to change to CASH, you must contact the dealer you ordered from. PLEASE NOTE: Once your card is charged, there will be a cancellation fee for the credit card order. We advise to keep your order unchanged.
I placed an order but now I want to use a different credit card. How can I do that?
Once you place an order, you cannot pay with a different card. Our system is automated. You must cancel your existing order and place a new one. PLEASE NOTE: This will incur a cancellation fee and possible delay your delivery. This is not recommended.
I received an oil delivery and my receipt shows the correct amount of oil I ordered but my tank gauge doesn't show the same.
Your tank gauge is faulty or stuck. The meter from the oil truck is the only recognized oil metering device by the County or State. These meters are checked, inspeced and sealed annually and they are also susceptible to random testing throughout the year. Truck meters are accurate to less than 1/10th of a gallon. If your meter receipt shows the correct gallons on the stamp, then you received the proper amount of oil. Tank gauges show only an approximate amount of oil and they are not accurate. Over time, the float on the end gets weighed down and it becomes even more inaccurarte. Use a tank stick for better approximate measurement.
IF YOU NEED MORE HELP, PLEASE CONTACT THE OIL DEALER WHO DELIVERED YOUR OIL. THEY CAN HELP YOU FURTHER. If there was a delivery error, it will be corrected immediately.
How can I be sure that I received the proper amount of oil I ordered?
Every oil truck has a meter that prints out the amount of gallons delivered. These meters are locked and sealed by the County Dept. of Weights & Measures. Meters are inspected frequently and resealed annually. A truck's meter is the only recognized method of accurately metering oil in our industry. Meter receipts are more accurate than tank gauges and tank sticks.
I have a question regarding charges on my credit card. How can I rectify it?
All credit card questions are answered via e-mail only. Please use our contact form and send a detailed message and we will respond quickly to resolve any issues. Do not dispute any charges with your credit card issuer until we rectify your concerns. Disputed charges will result in activating our enforcement department and permanently closing your account.
I did not take as many gallons as I expected. (Example:)I pre-paid for 200 gallons but only needed 150. How and when will I get credit for the remainder?
Your card is charged at the time the order is placed. If you ordered a fill up, your card is charged for the tank size x the price per gallon. Your final total will only be charged for the amount of gallons that was delivered. Your card will be sent an automatic refund for the difference from the ordered amount and the delivered amount. PLEASE NOTE: It takes your credit card issuer approx. 5-7 business days after your order is posted to reflect the refund on your account. You DO NOT need to contact us, Codfuel.com is designed to refund your card automatically.
I cancelled my oil delivery. Why was my credit card was still charged?
Your card was charged at the time of ordering. Your card will be refunded as soon as the oil dealer posts your cancelled order in our system (less a cancellation fee). Please allow approx. 5-7 business days for your credit card issuer to reflect the refund on your account. A cancellation fee is charged on every cancelled order even if it the order was placed recently because we incurr fees from credit card companies on all orders.
I tried to place an order but my credit card is not going through.
We have very strict security when ordering. Please make sure you are entering the correct billing address and zip code and that it matches the billing address from your credit card statement. If they do not match, your card will not be authorized.
I have a new credit card or expiration date since my last order. How can I change it in the Website?
When you are placing your order, you will be able to enter your new credit card and expiration date when you get to the credit card page. If you already have a payment profile set up, please sign into your account and click on "Payment Profiles" to update your card information.
I had an issue with my credit card and/or delivery. Should I call my bank to dispute the charges?
No, never dispute charges on your card before contacing Codfuel.com via our contact form first. We take credit card disputes and threats of disputes very seriously. We can assist you in correcting any issue you may have. Disputing charges will increase our fees from the credit card companies and that will increase oil prices. Our system is designed to close any account that disputes charges or threatens to dispute charges before giving us an opportunity to assist you in the correction of the issue.
My card was charged but I didn't receive an order confirmation and it's not showing in my account either. Why?
If your card was charged but no order was generated, this means your card may have been approved for funds but declined for security reasons. If your card was declined for security, it will appear as a pending transaction on your credit card account. The banking system will put the funds back on your account automaticslly. This typically takes approx. 5 business days.
We have no control over banking. It is impertaive when entering your credit information that you enter the correct security code and make sure the billing address matches the address on file at your bank or it will be declined.
I placed an order for oil and now I want to change the amount of gallons I ordered. Can this be done?
Sorry, our system is automated. Once the order is placed, we cannot edit the order. If you ordered by cash, you can ask the driver to deliver more or less depending on your needs, but credit card orders cannot be changed.
Why was my order was cancelled by Codfuel.com
Any credit card orders that appear suspicious or are reported as potential fraud by our credit card processor will be cancelled.
PLEASE NOTE: Here are some but not all potential reasons for cancellation:
1. Multiple attempts at ordering after your card is declined.
2. Billing address does not match your bank statement for the card used.
3. Delivery address is different from the billing address (could delay your delivery, verification may be requested)
4. Card security code entered is incorrect.
5. If you have a commercial property and ordered a residential order.
If your order has been cancelled for any reason, a full refund will be submitted back to your card. To prevent order cancellation, please use your correct billing information when enterting your payment info. Make sure it matches your bank statement. Also, please check your inbox and spam folder for any confirmation message and reply to confirm the message.
I did not receive my confirmation email after placing an order. How can I be sure you received it?
If you did not receive your confirmation email, please check your junk mail or spam folder. If you still cannot find it, sign into your account and look under "My Recent Orders". This will show you the last four (4) orders. To see your entire delivery history, click on "View all orders" in your account.
PLEASE NOTE: If your order does NOT appear in your recent deliveries, then it was not received. Please Retry.
I haven't received my oil delivery yet, how can I confirm that I am on the delivery schedule?
If you received a delivery confirmation in your e-mail, this means you are on the schedule. If you did not receive it, please check your junk mail folder. You can also sign into your account and look under the "My Recent Orders" section to confirm your order is scheduled. For more delivery information, you must contact the oil Company you selected for your oil delivery. Their phone number is located on your delivery confirmation.
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