Why does this sometimes happen?
Occasionally small leaks can occur during transit due to the nature of shipping liquids. This is part of why we package our fuel in 16-quart containers rather than larger volumes, to minimise the risk and extent of any spill. That said, we understand it's frustrating and we're here to sort it out.
If your order was delivered and you found leaking bottles
Please get in touch with our support team as soon as you notice the damage. To get your replacement arranged as quickly as possible, we’ll ask you to share the following.
Photos showing the leaking bottles, the inner and outer packaging, and the extent of any spill or affected contents.
A bottle count: how many are actively leaking, how many are damaged but not actively leaking (cracked seals, dented, or otherwise compromised), and how many are fully intact and undamaged. These three numbers should add up to the total number of bottles in your order.
Once we’ve received and reviewed everything, we’ll arrange a replacement for the affected bottles at no charge. You won’t need to send anything back.
If your order was returned to us before it reached you
Occasionally the carrier detects a leak in transit and returns the shipment before it reaches you. If this has happened to your order, please reach out and we’ll take care of it right away.
You’ll have the choice of a full replacement shipment or a full refund, whichever works best for you. There’s no charge in either case, and you won’t need to do anything other than let us know which option you’d prefer.
What happens after you contact us?
Our team will review your case and be in touch with next steps. If a replacement is arranged, you’ll receive tracking information as soon as it’s on the way. If you have any questions at any stage, don’t hesitate to reach out.
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