Frequently Asked Questions
We’ve provided the answers to questions people often ask us. If you don’t find the answer you’re looking for below, don’t hesitate to email us or give one of our friendly and knowledgeable customer service reps a call.
How does automatic delivery work? How do you know when to deliver my fuel?
By using sophisticated computer software, we’ll predict when you’ll need your heating oil or propane and get it to you before that date. Our program takes into account things like how big your home or building is, what your usage rate is and the temperature outside. It is constantly re-calculating delivery dates for our customers. If the weather gets colder, a delivery date will move up on the calendar. And with each customer’s delivery, the software has new information to further improve its ability to predict. So it just keeps getting more accurate.
Why should I consider automatic delivery?
With automatic delivery, we monitor your usage and book deliveries as you need them. You don’t need to worry about constantly checking your tank and remembering when to call for a delivery; life is just too busy these days, we take care of that for you.
Is there a minimum delivery amount for customers that call for deliveries?
Our minimum delivery in Eastern Canada is 455L of furnace oil and a fill for propane.
Our minimum delivery in New England is 125 gallons of oil and / or propane (100 gallons of propane for tanks less than 250 gallons).
How quickly can you deliver?
If you are running on empty, we want to get you oil as soon as possible. If that is the case, you should immediately call us at 1.888.310.1924 and we will dispatch a truck to you as soon as we can based on our delivery schedules. If you’re not on empty and place an order, we can be there as quickly as 24 to 48 hours.
Call to confirm delivery in more remote markets.
Is there a special delivery charge if I need an emergency delivery?
If you call for delivery and are not one of our automatic delivery customers and need a delivery that requires our trucks to go off the scheduled route there is a special delivery fee of $75 for a delivery within 48 hours or $125 for a delivery within 24 hours. If you are on automatic delivery there is no fee for normal deliveries.
If I have a second home how do I make sure my home is always heated?
If your home is not your primary residence we strongly advise you to take all precautions necessary to protect your investment. Properly installed alarm systems will let you know when an equipment malfunction puts your home at risk.
How often should I have my heating equipment cleaned?
Both the U.S. Department of Energy and Natural Resources Canada agree, you should have your heating system checked and cleaned by a professional once a year.
Why should I have regular maintenance on my heating system?
An annual check-up keeps your equipment working at optimal energy efficiency and helps avoid costly repairs. Our technicians are trained to maintain your heating equipment. Our annual heating system check-up includes a safety check, cleaning and tune up.
Payment and Billing
What methods of payment do you accept?
From residential customers we accept credit card, electronic check, paper check and cash.
From commercial customers we accept EFT and checks.
How can I pay my bill?
To make bill paying convenient, we offer a number of payment options:
- You can set up automatic electronic funds transfer from your bank account by calling 1.888.310.1924 and speaking to one of our customer service reps.
- You can also call us at 1.888.310.1924 and pay with a credit card or set up an automatic credit card deduction.
- Or you can mail us a check.
Can I get my Irving Energy statements and invoices emailed to me?
Yes, we can email invoices and statements to you. It is a quick and easy way to receive your billing and reduces paper helping our environment. If you’d like to get set up, please call us at 1.888.310.1924 or email us.
How can I set up an account?
Just call 1.888.310.1924 and one of our friendly and knowledgeable customer service reps will help set you up.
What are your customer service business hours?
Monday – Friday:
Business Hours: 7 am to 7 pm
Emergency Service: 24 hours a day
Business Hours: 8 am to 2 pm
Emergency Service: 24 hours a day
Closed for Normal Business – Emergency Service available 24 hours a day
All times above are Local Time
Emergency Service and Delivery
Here for you 24 hours a day for emergencies – just call the same number 1.888.310.1924 and our emergency response team will dispatch an on call service or delivery employee.
What is the difference between a full service oil company and a discount oil company?
Full service offers the ease and convenience of partnering with a single company. There’s no need to use multiple suppliers, a full service company can address all your heating needs from delivery to service. A good full service heating oil company will be there when you need them 24 hours a day.