Need a refill? Here's the process.
From request to delivery — timeline, driver call-ahead, site prep, and what happens on delivery day.
15–20 minutes once our driver arrives at your property
Three ways: (1) Call 817-341-7240, (2) Submit request via customer portal, or (3) Automatic delivery if you're on Monitor Keep Full (we track your usage and deliver before you run out).
Timeline: 24–48 hours (sooner for Monitor Keep Full customers)
Our dispatch team assigns your delivery to a route. You'll receive confirmation via phone, text, or email with an estimated delivery window.
Our driver will call or text to let you know they're on the way. If you need to be home: This is your heads-up. If you don't need to be home: Make sure gates are unlocked and dogs are secured before they arrive.
What we check: Tank condition, gauge level, visible damage, leaks, vegetation around tank. If we spot a safety issue (corroded valve, overgrown weeds touching tank), we'll let you know before filling.
Duration: 10–15 minutes (you'll hear the pump running, similar noise level to a lawn mower)
Driver connects hose, opens valves, fills tank to 80% capacity (industry safety standard — propane expands in heat). Tank level is recorded on delivery ticket.
Safety first: Driver performs a leak test (soap solution on connections, checks for bubbles). If no leaks detected, disconnects hose, closes valves, and cleans up any drips.
Driver leaves a delivery ticket at your door (or hands it to you if you're home). Invoice is also emailed and available in your customer portal. Pay online, by check, or set up autopay.
Make delivery smooth by handling these before our driver arrives
No, you don't. Most of our deliveries happen when customers aren't home. As long as your tank is accessible and you've signed the Delivery Access Agreement, we can fill your tank and leave a delivery ticket.
One-time waiver that stays on file — protects both you and Heine Propane
I certify that:
By submitting a refill request or enrolling in automatic delivery, I accept these terms.
We've had situations where customers blamed us for driveway cracks that existed before delivery, or where hidden sprinkler lines were damaged because the customer didn't tell us they were there. This waiver ensures both parties are clear on responsibilities: you know your property best, and we trust you're giving us accurate information. If you're unsure about your driveway's capacity or have concerns, call us before delivery at 817-341-7240 — we'll find an alternative solution (hand-cart delivery, different path, etc.).
The pump runs for 10–15 minutes and sounds similar to a lawn mower or leaf blower. Not quiet, but not earsplitting. If you work from home and need silence, plan around the delivery window (or ask the driver to text when they're done).
We stay on driveways whenever possible. If the ground is soft from rain, our truck may leave slight tire impressions in grass — these usually disappear after mowing. We're careful, but delivery trucks are heavy.
Yes! Call us at least 24 hours before your scheduled delivery window. Same-day cancellations are harder (driver may already be en route), but we'll do our best.
Call us immediately at 817-341-7240. We prioritize emergency deliveries and will get a driver to you the same day (or within hours if you're completely out). There's no extra fee for emergency service, but we encourage customers to sign up for Monitor Keep Full to avoid this.
We'll leave a "no-access" tag on your door explaining the issue (locked gate, dog loose, path blocked, etc.). You'll need to fix the issue and request re-delivery. Repeated no-access deliveries may result in a re-delivery fee ($50).
We route deliveries by area for efficiency, so we can't guarantee exact times. However, we provide a delivery window (e.g., "Tuesday afternoon") and our driver calls 30 min before arrival. If you have a hard constraint (e.g., "Can't deliver on Wednesdays"), let us know when you request the refill.
Sign up for Monitor Keep Full and we'll automatically deliver before you run low
Delivery scheduled within 24–48 hours
Existing customers can also request refills via the customer portal or by calling 817-341-7240.