AUTOMATIC PROPANE DELIVERY:
RELIABLE & WORRY-FREE

Your comfort and peace of mind are what matter most to us. We understand that changes in how your propane is delivered can raise questions, and we’re here to make things simple.

residential propane refill

This page is designed to answer your most common concerns, share clear information, and reassure you that our recent service improvements are all about your needs first. Whether you’re curious about delivery timing, tank levels, or what to expect during the winter months, you’ll find straightforward answers below. And if you ever need more help, our friendly team is just a call or message away.

Life’s busy. Propane shouldn’t be something you have to think about!

WHAT’S CHANGED?

In the past, deliveries were scheduled using a "one size fits all" approach based on predicted consumption and/or tank sensor readings. Now, we’ve introduced a personalized, predictive system that automatically schedules deliveries based on your actual usage, weather, and delivery time.

You no longer need to monitor your tank or call at a specific percentage. Our system ensures you never run out, even if your gauge looks lower than you’re used to.

FAQs ABOUT AUTOMATIC DELIVERY

  • 1. Why don’t I have a set delivery date?
    We understand it can feel unsettling not to have a fixed date. Rest assured, we’re constantly monitoring your tank levels to keep your home warm and your business running. This system is designed for efficiency and safety, so you’re always in good hands. If you ever feel your tank is getting too low, just give us a call—we’ll double-check and make sure everything is on track.
  • 2. What does that mean for me?
    It means your delivery schedule adapts to your needs. For example, if cold weather is coming, a delivery originally planned for 10 days out might move up to 7. Or, if you’re away on vacation, a delivery might be pushed back to avoid unnecessary service. It’s all about making the timing work best for your unique needs.
  • 3. When will my delivery arrive?
    Our priority is keeping your propane flowing. We’ll schedule your delivery when it’s needed and notify you before delivery. Want to check your tank level? You can do this anytime, just log in to mySUPERIOR™.
  • 4. Why did the delivery truck drive by without stopping?
    Our routes are now built for efficiency and based on tank levels. If the truck didn’t stop, your tank is still at a safe level and will have a future delivery when it is needed. Sometimes, we deliver early when it makes sense like ahead of busy winter months. Either way, we’re monitoring your tank and will deliver before it gets low.
  • 5. My neighbour got a delivery, but I didn’t—why?
    Each customer’s usage and tank level are unique. Even if your neighbor received a delivery, your tank may still be at a safe level. Your delivery is scheduled based on your specific needs.
  • 6. Why did I get an early delivery?
    Sometimes, we deliver earlier than expected due to weather predictions, seasonal changes, or logistical factors. This ensures you’re always topped up before it becomes urgent.
  • 7. What happens if my tank is low and a storm is coming?
    Our system takes weather patterns into account and prioritizes deliveries before any risk of running out. If a storm is coming and your tank needs topping off, you’ll be prioritized.
  • 8. Was my delivery missed due to rerouting?
    If your delivery was rerouted, it’s because your tank is still at a safe level. You’re still on our radar and will receive your delivery before it becomes critical.
  • 9. What if there are multiple missed deliveries?
    If you’re concerned, call us. Our Customer Experience team can override the process and provide a delivery date if needed.
  • 10. What if I need a delivery on a specific date due to access issues (snowbirds, marina, lodge closure)?
    We’re here to help. Please contact us to discuss your situation.
  • 11. What if I’m at risk of running out?
    If your tank is running low, we’ll verify your reading and flag your account as a priority. Our system is designed to prevent runouts using real-time data.
  • 12. Can I speak with someone to get an exact date?
    While we can’t always provide a specific date, your situation is taken seriously. If you’re at risk, we’ll escalate to get you one.
  • 13. What happens if I actually run out?
    We do everything possible to prevent this. If it happens, call us immediately. We’ll make you our top priority. In some cases, we’ll need to perform a leak check for safety, which means someone must be home when the technician arrives.
  • 14. I’m on automatic deliveries but don’t have a sensor. How are my needs determined?
    We use your estimated percentage, usage history and other factors to estimate when you’ll need a delivery. If you do call, having your current tank percentage and any changes to usage (i.e., new appliances, etc.) helps with the accuracy of this. If you’re at risk, we’ll prioritize you.
  • 15. I used to call whenever I needed a delivery. How has this process changed?

    If you are on automatic delivery, you no longer need to call us. Your deliveries will be scheduled automatically based on your usage and tank monitoring.

    If you are on call-to-deliver (will call delivery), you will still need to contact us when you need a fill. These requests follow standard lead times, which can vary by season and other factors.

    If you have a mix of automatic and call-to-deliver tanks, consider switching all to automatic delivery for a worry-free experience.

  • 16. When will I receive my first propane delivery after setting up a new account?
    When setting up a new account, we’ll assess when your initial delivery is needed. For example, if you moved into a home with a full tank, you may not need an immediate delivery. If you have a new tank installed, we’ll schedule a delivery as part of your start-up process.
  • 17. What are the benefits of automatic delivery?

    • No More Manual Monitoring: No need to check your tank or call at 30%.

    • Fewer Calls, More Confidence: The system handles timing, reducing stress.

    • Lower Fees: Fewer deliveries mean less disruption and lower transportation costs.

    • Peace of Mind: Your propane needs are managed proactively.

    • Automatic Scheduling: Based on your actual usage and weather.

    • Proactive Notifications: You’ll be notified before your delivery by phone or email.

    • Continuous Supply: Always replenished without lifting a finger.

  • 18. What if I have an emergency after hours?
    We’re here for you 24/7. If you ever experience an emergency such as a propane leak, loss of heat, or urgent delivery need, please call our toll-free number at 1-87SUPERIOR (1-877-873-7467). Our dedicated team is available around the clock to keep you safe and comfortable.

YOUR PROPANE, ON YOUR SCHEDULE

Log in to your mySUPERIOR™ account anytime to see your tank level estimates, and access helpful insights. If something looks off, let us know—we’ll make it right. mySUPERIORTM is available 24/7, giving you the freedom to manage your account whenever it’s convenient. Your comfort and confidence are our priority.