If you’ve ever had questions about your propane deliveries—especially during the cold winter months—you’re not alone. Whether you’re wondering why your tank isn’t filled all the way, how long it takes for a delivery, or the best way to place an order, we’ve got you covered. We’re tackling some of the most common questions our customers ask, so you can feel confident and informed about your propane service.
Q: Why isn’t my propane tank filled to 100%?
A: ALCIVIA fills propane tanks to 80% on average. Propane goes into the tank as a liquid, but it is the gas vapors that actually fuel the appliances. The propane vapors need a place to expand inside the tank above the liquid propane.
Q: I see an ALCIVIA truck down the road. Why can’t they stop on the way by to fill me up?
A: Our drivers run dedicated routes daily. They are dispatched by our office to focus on a specific number of tanks in an area each day.
Q: How long will it take to get a delivery once I place an order?
A: Delivery standards for propane are 5 – 7 business days after the order is placed. Refined fuel delivery is 1 – 3 business days. In best-case scenarios, you may see your driver sooner than that.
Q: How do I order propane without calling?
A: We offer three easy ways to order your propane digitally, without calling:
- Fill out an online order form on the ALCIVIA website.
- If you have an ALCIVIA monitor on your tank, you can use the NeeVo app on your smart phone.
- Send an email to energyinfo@ALCIVIA.com. If you have a chargeable account, the order will be placed and you will receive a confirmation reply. If your account is COD, you will receive a phone call requesting payment for the propane prior to the order in dispatch.
Q: When should I place a propane order?
A: It is best to call when your tank is at 30%. This allows for standard delivery time without any worries of running out of propane.
Q: Why do I have to salt my driveway? UPS gets up it just fine.
A: Our propane trucks will need to navigate your driveway to make a delivery, which is impossible if the way is covered by snow and ice. Keeping your driveway clear (and sanded if it is steep) will ensure that we can access your propane tank. Please also remember that our delivery trucks are wider than a standard car—clearing a narrow path may not be adequate.