Frequently Asked Questions
Have a question? We’ve got answers. Just click on the heading below to see some of the most common questions we’ve been asked. If your question isn’t answered here, check out our online forms for the one that best matches your inquiry.
Is the printed ticket that I receive at the point of delivery my invoice?
The printed ticket is a proof of delivery slip. The amount contained on the ticket is an estimate of the charges, but the total charges will be outlined on your invoice. If you have any questions regarding the printed ticket, please contact our Customer Care team at 1-87SUPERIOR (1-877-873-7467) and we would be happy to walk you through the details of your delivery.
Why is the balance outstanding and/or payments made not accurately reflected on my most recent invoice?
Please refer to “Previous Balance as of (Date)” on Page 1 of your invoice. Any payments or charges made to your account after this date will be reflected on a subsequent or future invoice. Download Understanding Your Invoice.
Why have I been given fewer than 15 days to pay my invoice?
If your invoice states a payment due date that is not within your normal payment terms, this may be due to a temporary system date calculation error. Please follow the normal terms as previously arranged for your account.
Why does the current balance owing on my invoice not match what I believe I owe?
To provide clarity on your current balance owing, invoices now display previous account balance information including payments and adjustments made to your account. If you have questions about your current balance owing, contact our Customer Care team.
Why have I received multiple invoices in a short period of time?
You should now only be receiving invoices according to your agreed upon invoice cycle. If you have received duplicate copies of the same invoice, whereby all details are the same, please regard only the original invoice.
Why is my fixed price higher than the market price?
There are many factors that control the price of all forms of energy, including propane. Fixed price contracts are set at a certain point in time and include incidental costs for the company to assure supply for the length of the term. The benefit for customers of any fixed price contract is the guaranteed price, so you’re better able to manage your budget and eliminate surprises on your invoice for the length of the term no matter the market price.
How do I confirm if a credit was posted to my account?
To bring visibility to credits posted to your account, invoices now display previous account balance information including credit adjustments. If you are unclear whether a credit has been made, contact our Customer Care team at 1-87SUPERIOR (1-877-873-7467)
How do I confirm if my credit card or bank payment was received?
To highlight payments made to your account, invoices now display previous account balance information including past payments. If you are unclear if a payment has been made, contact our Customer Care team.
Why has a payment automatically come out of my account/credit card recently?
Payment from your bank account or credit card may have included payments owed for recent services for which you have not yet received an invoice. Payments are withdrawn on either the 1st or 15th of the month. There are times when the service has been provided very close to the automatic withdrawal date and the invoice is in the process of being generated and mailed. Your invoices do capture current billings and your payments are withdrawn according to your invoice and agreed upon invoicing cycle. If you would like to change the date of your automatic withdrawal, please contact our Customer Care team.
What should I do if my credit card for pre-authorized debits has changed or the one I am using is ready to expired?
Please call our Customer Care team as soon as possible to provide your new credit card details or expiration date.
What is the Transportation Fee?
The transportation fee is added for each propane delivery to offset the cost to transport propane fuel to our customer locations. Since March 2012, the transportation fee fluctuates on a monthly basis to assist with the variable costs of diesel fuel impacting our daily propane deliveries (indexed to MJ Ervin & Associates diesel petroleum price data). We believe reflecting this fee separately on your invoice is a fair and transparent way of showing our customers how our costs of doing business are affected by rising transportation related expenses.
What is the Hazardous Materials Handling Fee?
This fee, which is added to each invoice, helps to offset a portion of the cost Superior Propane must incur to comply with government regulations, including, but not limited to, hazardous materials, emergency preparedness and workplace safety. It is also used to fund, among other things, vital employee safety training and inspections, cylinder re-qualification, and environmental compliance. We believe reflecting this fee separately on your invoice is a fair and transparent way of showing our customers how our costs of doing business are affected by rising health and safety related expenses.
How are Transportation Fees and Hazardous Materials Fees different from one another?
The transportation fee offsets transportation related costs (e.g. diesel fuel, gasoline, licensing, insurance and vehicle maintenance). The hazardous materials fee covers the costs associated with the safe storage, handling and transportation of hazardous materials.
Am I entitled to 200 free litres if I move into a home that used Superior Propane?
The Customer Referral Program that offers 200 free litres of propane is only available to new-to-propane customers or competitive take-overs, where the current propane service provider is a company other than Superior Propane. People that become new customers when they move into a home that used Superior Propane are offered our Residential Introductory Offer, which includes an introductory rate for propane.
What do I need to do if I'm moving into a home that is powered by propane?
Superior is here to help when you’re moving into a property that uses propane. We understand that moving can be a stressful and hectic time and there are many things that you need to do – so we’ve made it simple. Here’s the simple step-by-step process. Or call us at 1-87SUPERIOR and we’ll walk you through it on the phone.
What does Superior need from me if I’m moving out?
Superior has made it easy to change the details of your account when you’re moving out of your existing propane-powered property. Here’s the simple step-by-step process. Or call us at 1-87SUPERIOR and we’ll walk you through it on the phone.
Products and Services
What products and parts are not offered by Superior?
We are often asked if we sell propane appliances and parts. Although we do offer many products to help with your energy needs, we do not supply the following:
- Barbecue parts
- Appliance repair parts
If you are having difficulty locating one of these above-mentioned products in your area, please contact us at firstname.lastname@example.org and we will try to locate a supplier for you.
Where can I get my 20, 33 or 100lb cylinder filled?
Please visit our Product & Service Finder tool, choose your province, check off either your region or city, select Cylinder Refill/Exchange under services and click Go. The system will list cylinder refill locations nearby.
Where can I find an auto propane dispenser?
Please visit our Product & Service Finder tool, choose your province, check off either your region or city, select Auto Propane under services and click Go. The system will list auto propane dispensers in your area.