Summary
This article covers common questions about LPG deliveries to residential customers including where we deliver to and how to track your delivery.
FAQs
Where do you deliver LPG?
Where do you deliver LPG?
We deliver LPG nationally, so there’s a good chance we can deliver gas bottles or LPG refills to you.
If you’re new to Origin LPG, when you view our new customer offers online and enter your address, you’ll see what’s available where you are. And if you need a hand, call 13 35 74 or message us – we’re here to help.
How does delivery tracking work?
How does delivery tracking work?
After we get your LPG order for a gas bottle exchange or refill and we schedule your delivery, we’ll text you a unique tracking link. (If you’ve opted out of delivery tracking in the past and you’ve changed your mind, it’s simple to opt in. Just contact us and we’ll do the rest.)
To make it easy, the tracking link stays the same all the way through your delivery – plus you can access it on a smart phone, tablet or computer.Tap or click the link to see the status of your order. It’ll update continuously as we progress your delivery.
We’ll send another text message on delivery day when our driver’s on the way. This is about an hour before delivery and it’s when you’ll see the live tracking map. (We won’t wake you up too early – our SMSs start from 7:30am.)
Remember to unlock your gates, temporarily restrain your dogs or other roaming animals and make sure we have clear access.When we’ve delivered your LPG, we’ll send a final text to say your delivery is complete and your gas is ready to use. And if we run into access problems, we’ll let you know.
How do I sign up for delivery tracking?
How do I sign up for delivery tracking?
If you didn’t opt out of delivery tracking in the past, you’ll automatically get SMS updates about your delivery. Look for an SMS from Origin LPG.
And if you did opt out, it’s easy to opt back in. Just contact us and we’ll make that happen.
What if I can see the driver taking a wrong turn on the live map?
What if I can see the driver taking a wrong turn on the live map?
The driver may have to adjust their route due to road works or road closures. Don’t worry though – they know exactly where you are and they’re on their way with your LPG.
Can I reschedule or cancel my LPG delivery?
Can I reschedule or cancel my LPG delivery?
Yes, you can reschedule or cancel an order:
by logging in to My Account or the Origin app, or
by changing your order through the unique tracking link we sent you, or
We won’t be able to cancel your order if it’s out for delivery but contact us if you feel it’s urgent to chat about this.
For delivery changes, we’ll do our best to deliver on your preferred date. If we can’t, we’ll let you know.
I got an SMS saying my delivery was missed, incomplete or unsuccessful. Why?
I got an SMS saying my delivery was missed, incomplete or unsuccessful. Why?
There are a number of scenarios that could cause a missed, incomplete or unsuccessful delivery. Here is a list of possible reasons and what you can do.
Scenario | Text message | What you can do/Notes |
We did not have clear access to your property | We were unable to complete your scheduled delivery today due to not being able to gain access. Your delivery will be rescheduled, and a new notification will be sent. Thank you. | Just wait for a new delivery notification from us. Make sure we have clear and safe access to your property on the new delivery date. See also:
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Your gates were locked | We were unable to complete your scheduled delivery today due to not being able to gain access due to locked gates. Your delivery will be rescheduled, and a new notification will be sent. Thank you. | Just wait for a new delivery notification from us. Make sure we have clear and safe access to your property on the new delivery date. See also Delivery requirements on our LPG safety compliance page. |
There was one or more unrestrained animals at your property | We were unable to complete your scheduled delivery today due to there being unrestrained dog(s) on site. Your delivery will be rescheduled, and a new notification will be sent. Thank you. | Just wait for a new delivery notification from us. Make sure you temporarily restrain animals on the new delivery date and give us clear and safe access to your property. See also:
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The weather was unsuitable for delivery, or your property was too wet after a weather event | We were unable to complete your scheduled delivery today due to weather conditions affecting safe access to your site. Your delivery will be rescheduled, and a new notification will be sent. Thank you. | Just wait for a new delivery notification from us. Make sure we have clear and safe access to your property on the new delivery date. |
We experienced an unforeseen event | We were unable to complete your scheduled delivery today due to unforeseen circumstances. Your delivery will be rescheduled, and a new notification will be sent. Thank you. | Just wait for a new delivery notification from us. Make sure we have clear and safe access to your property on the new delivery date. |
I got an SMS saying my delivery was cancelled. Why?
I got an SMS saying my delivery was cancelled. Why?
There are a number of scenarios that could cause a cancelled delivery. Here is a list of possible reasons and what you can do.
Scenario | Text message | What you can do/Notes |
The driver has found a safety issue with your site or cylinders | We were unable to complete your scheduled delivery today due to safety concerns at your site. You can discuss your options with our Live Chat team, or we’ll be in touch soon. Thank you! | Contact us to chat with an agent. If it’s out of business hours, call 13 35 74. |
You’ve told us you’re no longer an Origin customer | We were unable to complete your scheduled delivery today due to notifying us are no longer an Origin customer. Thank you! | It’s easy to become an Origin customer again. Head to View offers, check out what’s available and follow the prompts to sign up online. |
You cancelled your order | We were unable to complete your scheduled delivery today due to receiving your cancellation request. When you’re ready, you can reorder online or with our Live Chat team. Thank you! | Reorder via My Account or the Origin app. See Manage LPG Account for instructions. You can also reorder online without logging in. |
Your LPG cylinders are full | We were unable to complete your delivery today due to the driver noticing your cylinders are full. Thank you. | If you thought you ran out of gas, maybe one or more of your appliances aren’t working. See Run out of gas or appliances not working? for tips on what to do. |
How do I know you delivered my LPG?
How do I know you delivered my LPG?
We’ll send regular delivery tracking text messages (if you haven’t opted out) with a unique link that shows where your delivery is at. You’ll also see a live map on delivery day as your LPG travels from our depot to your door.
Can I use the same tracking link for future deliveries?
Can I use the same tracking link for future deliveries?
No, each separate order has a unique tracking link. The link stays the same all the way through your delivery for that order.
My mobile number has changed. Do I need to do anything?
My mobile number has changed. Do I need to do anything?
Contact us to let us know what your new number is. We’ll update your delivery tracking notifications and your LPG account as well.