Before You Call or E-mail for Help

Please review the questions and answers below

 

E-mail is the fastest way to get your questions answered or any problems resolved. Due to very high call volume, telephone assistance can take up to 72 hours for a response.

Most e-mails are responded to within several minutes. Click here to contact us
Q: I have a question regarding charges on my credit card. How can I rectify it?

A:  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. 

Q: 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?

A: Your card is never charged before your oil is delivered. It is only pre-authorized. It may appear as a charge on your account because the funds are put on hold until your oil is delivered. You will only be charged for the amount of gallons that was delivered. PLEASE NOTE: It takes your credit card issuer 3-5 business days after your order is posted to release the balance of the hold. You DO NOT need to contact us. The hold will be released by your bank automatically.

Q: I haven't received my oil delivery yet, how can I confirm that I am on the delivery schedule?

A: If you received a delivery confirmation in your e-mail, this means you are on the schedule. The oil dealer gets the same confirmation as you. 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. PLEASE do not call the oil Company for a delivery time.

Q: How come my oil delivery ticket from the driver has a different price than what was on my Codfuel.com order?

A: In most cases, the driver does not have access to the current price per gallon at the time of delivery. The price per gallon that is charged is what is reflected on your Codfuel.com order for the amount of gallons delivered.

Q: I cancelled my oil delivery. Why was my credit card was still charged?

A: Your card was not charged. When you order, the funds are put on hold as a credit card approval. It will appear as a charge until your card issuer releases the hold.

Q: I ordered oil but I need to change the delivery date. How can I change it?

A: Please contact the oil dealer you selected to change their delivery date. The dealers phone number is on your e-mailed delivery confirmation.

Q: I have a new credit card or expiration date since my last order. How can I change it in the Website?

A: When you are placing your order, you will be able to enter your new credit card or expiration date when you get to the credit card page.

Q: I have a comment, complaint or testimonial about your service or a particular oil dealer. How can I express it?

A: All comments, complaints or testimonials must be sent via e-mail so they can be documented. We take all correspondence very seriously and address each one. Please do not hesitate to e-mail us your detailed message.