Propane Delivery, Service, & Emergency

ALL-GAS Propane delivery & service policies are designed to ensure safe and effective service while following all legal and ethical guidelines.

IMPORTANT SAFETY INFORMATION FOR PROPANE USERS.

Propane is a colorless, flammable gas that provides many superior benefits over other energy fuels. To help insure the safety of all propane users, you should be aware of the following:

  • Properly handled, propane is a safe, economical energy source. Do not permit anyone to service your propane appliances or controls or make a delivery to your home or business that has not been properly trained.
  • A distinct odorant has been added to help detect a gas leak, which can cause accidents such as fire or explosion. Make sure you and your family, employees, etc., are familiar with this odor. If anyone on your premises cannot smell the odor of propane, call us immediately.
  • Propane is heavier than air and will collect at floor level. Carefully smell at floor level and in low spots to check for propane. Should anyone ever smell this odor, quickly open doors and windows, vacate the building and turn off the service valve at the tank. Call your gas supplier immediately from an off premises telephone. Remain outside until the leak has been repaired. CALL: 1-860-522-5197.
  • Some people may not be able to smell the odorant in propane for various reasons, including medical limitations, odor fade, or masking by the presence of other strong odors. We suggest that you install a propane gas detector in your home or building if you suspect any of these conditions exist.
  • Ensure that you don’t run out of gas. If a gas valve has been left open, a line disconnected or any appliance moved, a leak can occur when the system is pressurized. Inform our trained personnel to relight all pilots in the event of an out-of-gas situation.
  • Every gas system should have a periodic check-up at least every other year for both safety and efficiency of operation. Contact us and schedule a safety gas check of your propane system by a trained technician.
  • Carbon monoxide is colorless and odorless and if exposed to certain quantities, it can be harmful to your health and even fatal. Carbon monoxide and propane gas detectors are available from several suppliers and may provide an additional means of warning in identifying the presence of either of these gases.

Will-Call Customers

  • Customers are responsible for monitoring their propane levels and notifying ALL-GAS when a delivery is needed.
  • Deliveries are only made upon request via phone or propane portal.
  • Customers must also request service for their propane tank and related systems as needed.

Automatic Customers

  • Deliveries are scheduled based on a predetermined timeline or data from a remote tank monitoring system.
  • Customers must notify ALL-GAS if service is needed for their propane tank or related systems.

Ordering Policies
For information on placing an order, please refer to ALL-GAS Ordering Policies.

Delivery Policies

  • A minimum of 75 gallons is required for delivery to installations 200 gallons and above.
  • A $25 delivery fee applies to all orders, except for propane heating customers.
  • Will-Call customers must authorize all tank fills—ALL-GAS will never fill tanks without prior approval.
  • Automatic deliveries are generated based on a set schedule or when the tank monitor reaches 30% capacity.
  • If an automatic customer runs out of propane before a scheduled delivery, ALL-GAS will complete a same-day delivery at no additional charge, aside from the cost of propane delivered.
  • ALL-GAS will not complete a delivery if the customer has an outstanding balance.
    • A late fee of 1.5% will be applied every 30 days to past-due balances.
    • If a balance remains unpaid, ALL-GAS will lock off the tank until payment is received. Payment must be made in full for the past-due balance as well as the amount for delivery and emergency fees if applicable.
  • For safety reasons, deliveries will not be made to an empty tank unless an individual 18 years or older is present.
    • If the tank is at 0% and no adult is present, ALL-GAS will lock off the tank.
    • A $99 trip fee applies to unlock the tank, including a leak check. Additional hourly service fees may apply if a leak is detected.
  • Deliveries will not be completed if:
    • The tank is inaccessible due to obstructions.
    • The driveway or access path is not clear.
    • The tank is in sub-optimal condition.
    • Unsecured animals preventing safe access to the tank.
  • Tank pick-ups are conducted at ALL-GAS’ earliest availability. Fees include:
    • 25% restocking fee for gas left in the tank.
    • $99 trip fee.

Delivery Scheduling

  • Specific delivery times cannot be guaranteed due to predetermined routes designed for efficient service.

Emergency Delivery & Service Options

  • Same-Day Delivery: $299 emergency fee (during standard business hours).
  • After-Hours Delivery: $399 emergency fee (outside business hours: Monday – Friday, 8:00 a.m. – 4:30 p.m.).

PROPANE SMELL & LEAK EMERGENCY PROTOCOL

  • If you believe you are in danger, call 911 before calling ALL-GAS.
  • Shut off the valve on the propane tank to stop gas flow into your home or business.
  • Check the level of the tank. 
  • Note whether the smell is coming from inside or outside the building, as well as where it is the strongest.
  • Call ALL-GAS and provide your name, address, and a phone number that you can be reached at. Describe the situation and provide the information listed prior.
  • ALL-GAS will dispatch a service technician to all calls for a smell of gas. Fees may apply.

Service Policies

    • Service appointments are scheduled Monday – Friday in two time blocks:
      • 8:00 a.m. – 12:00 p.m.
      • 12:00 p.m. – 4:00 p.m.
      • Specific times cannot be guaranteed.
  • Fees:
    • $99 trip fee for all service calls.
    • $165 per hour labor charge.
  • Emergency service calls are subject to the emergency fees listed above, at ALL-GAS’ discretion.

Fuel/Energy Assistance

  • Customers using fuel/energy assistance programs must remain current on their account balance to receive deliveries.
  • Customers are responsible for obtaining authorization from their assistance provider for ALL-GAS to complete a delivery.
  • If a customer has obtained authorization but has a past-due balance, ALL-GAS reserves the right to refuse service.

 

Thank you for your cooperation in helping us serve you efficiently. Please reach out if you have any questions.

 

Last updated: 3/6/2025 at 11:20am

Ordering

To ensure timely and accurate processing of your order, please refer to the following guidelines for placing orders with ALL-GAS.

When to Place Your Order

For next day delivery (compressed gas deliveries only), please ensure your order is placed prior to 3:00 p.m.. If same day, or after-hours delivery is required, please refer to ALL-GAS’ Compressed gas, or Propane Delivery Policies for information regarding emergency delivery.

Past Due Accounts

Orders placed on accounts with an outstanding balance 30+ days past due will not be submitted until the balance is paid in full. To pay your bill online, visit allgas.com/pay.

Placing Orders by Phone or Via Email

To place an order, contact us at (860) 278-2376 or send your request to orders@allgas.com before 3:00 p.m., Monday through Friday. Be prepared to provide the necessary information to ensure prompt processing.

Required Information for All Orders:

  • Customer Number (Account number)
  • Your name and the name of the recipient (if different)
  • Direct call-back number: If the provided number is not your direct line, please include any additional details to ensure we can reach you quickly.
  • Delivery address: If the address is difficult to locate, please provide a detailed description.
  • Purchase Order (PO) number: If your account requires a PO number for purchases, have it available when placing your call. If placing your order via email, please list the PO number in the subject line and body of your message.
  • Preferred delivery day: If your location has multiple scheduled delivery days, please specify your preferred date.
  • Part/item numbers: Include the part number or the size, name, and quantity of the gases/equipment you are ordering. For mixed gas orders, ensure you provide the exact gas mixture percentages.

Please note: 100% of the information listed above is required to process your order. If any of the aforementioned information is not provided, your order will not be submitted.

 

Thank you for choosing ALL-GAS. We look forward to serving your needs efficiently and promptly.

 

Last updated: 3/5/2025 at 12:15 pm

Compressed Gas Delivery

ALL-GAS Compressed Gas delivery policies are designed to ensure timely and effective service while following all legal and ethical guidelines.

  • Order Timing: All orders must be placed by 3:00 p.m. to qualify for next-day delivery. Orders received after 3:00 p.m. will be scheduled for delivery on the next available service day in your area.

  • Emergency Delivery Options:

    • Next-Day Delivery After 3:00 p.m.: Orders placed after 3:00 p.m. for next-day delivery will incur an additional emergency delivery fee of $299.

    • Same-Day Delivery: For orders requested on the same day during standard business hours, a $299 emergency delivery fee applies.

    • After-Hours and Holiday Delivery: Orders placed outside normal operating hours (8:00 a.m. – 4:30 p.m., Monday – Friday) or on holidays that require after-hours delivery will incur a $399 emergency delivery fee.

  • Delivery Path Requirements: To ensure safe and efficient delivery, a clear path with at least 36 inches of clearance is required. The path must be free of stairs, properly cleaned / salted and sturdy (e.g., no slippery surfaces, no rotting wood or unstable surfaces) to facilitate smooth equipment transport and ensure the safety of our team.

  • Customer Presence Requirement for Call-Ahead Requests:

    • For orders where a driver is requested to call the customer ahead of delivery, the customer must be present at the delivery site upon arrival.

    • If the driver is made to wait in excess of 15 minutes without the customer presenting themselves, the driver must leave to complete their scheduled route without delivering the order. In this case, the customer will not be charged for the order, but the delivery fee and energy surcharge will still apply.

    • If the customer requests that the order be left on-site without being present ALL-GAS reserves the right at the full discretion of the driver to refuse service based on but not limited to safety or theft concerns. No FDA regulated gases will be left at any customer location without the customer present. If items with daily demurrage or rentals are left onsite without picking up empty containers: new retail daily demurrage charges will apply. Charges will continue until the rented items are returned to ALL-GAS.

    • If a return trip is required to the location to complete the delivery the customer is subject to additional delivery fees, emergency fees and energy surcharges when applicable.

  • Non-Refundable and Special Orders: All special orders, including specialty gas mixtures, special order equipment, and perishables such as dry ice or liquid cryogenics, are take or pay / non-refundable and must be accepted at the time of delivery. If any of these items are refused by the customer, or orders are canceled after being placed customers will still be billed for these products.

    • Specialty Gas Mixtures: Certain specialty gas mixtures may require a minimum of 24 hours to settle and/or undergo quality control (QC) testing before they can be shipped to the customer.

  • Manifold Exchange:

    • A minimum of $75 fee applies to any customer-requested manifold exchange performed by our driver. ALL-GAS reserves the right to refuse service to any equipment that is not up to safety standards. ALL-GAS is not liable for any damage caused to any equipment due to cylinder exchange. Manifold repairs and installations are available for an additional charge.

    • If customers choose to perform manifold exchange. This must be completed prior to driver’s arrival to ensure a timely tank exchange.

    • If the customer performs the manifold exchange while the driver is on-site, requiring the driver to wait, the $75 minimum manifold exchange fee will still apply to the order.

  • Delivery Scheduling: While we strive to meet your delivery preferences, specific delivery times on scheduled days cannot be guaranteed due to established delivery routes. These routes are designed to ensure timely and efficient service for all customers.

 

Thank you for your cooperation in helping us serve you efficiently. Please reach out if you have any questions regarding the delivery process.

Last Updated: 3/5/2025 at 2:49pm

Customer Owned Cylinder Storage

This policy governs the handling and storage of Customer-Owned Cylinders (hereinafter referred to as “C.O.C.s”) by ALL-GAS, located at 3150 Main Street, Hartford, CT. By utilizing the services of ALL-GAS, customers acknowledge and agree to the following terms and conditions:

  1. Identification Requirements:
    All C.O.C.s delivered to ALL-GAS for refill and/or hydrostatic recertification testing (hereinafter “hydrotest”) must bear a C.O.C. sticker indicating the name of the cylinder owner. This sticker must be affixed to the C.O.C. by an authorized ALL-GAS employee at the time of drop-off.
  2. Customer Information:
    In order for ALL-GAS to accept a C.O.C. for services, the following information must be provided by the cylinder owner:
  • Full Name (First and Last)
  • Current Phone Number
  • Email Address
  • Return Address

The contact information provided must be current, as it will serve as the primary means of communication for matters related to the C.O.C.

  • Pickup and Storage:
    Upon completion of the requested service, an ALL-GAS representative will contact the cylinder owner via the provided phone number to notify them that their C.O.C. is ready for pickup. The owner will have a period of thirty (30) days from the date of this notification to retrieve the C.O.C. without incurring additional fees. After the expiration of the 30-day period, the C.O.C. will be considered forfeit by the customer, deemed “abandoned,” and absorbed into ALL-GAS’ inventory.
  • Contact Attempts:
    If ALL-GAS is unable to reach the C.O.C. owner due to a full voicemail or other issues preventing communication, ALL-GAS will make no more than three (3) attempts to contact the owner over a period of 7 days. The 30-day period for retrieval will commence on the date of the first contact attempt.
  • Fee Payment and Return:
    Any accrued expenses and fees must be paid in full before the C.O.C. will be released to the owner. Failure to pay the applicable fees will result in the continued retention of the C.O.C. by ALL-GAS until payment is received.

 

 

Last updated: 3/5/2025 at 3:04pm