Help Bottled LPG – Ordering and 
Deliveries

Ordering and 
Deliveries

Contents

When should I order an LPG bottle refill?

Keep an eye on your regulator. As soon as it turns red, it’s time to place an order. Need help understanding how your regulator works? Our LPG bottle basics page walks you through it.

Hot tip: Check your regulator when you take the bins out — it’s a great weekly habit to get into!

How do I place an order?

Ordering is easy – and we recommend these quick options:

• Download the Rockgas app from the App Store or Google Play

• Use our online customer portal from our website

• Call our automated service on 0800 762 542.

This little video shows you how to order online.

A bit more info

LPG bottles for household or business use are too large to take to a refilling station (unlike 9kg bottles used for barbecues etc.) When your LPG bottle is empty, you will need to arrange for your LPG Bottle to be refilled for you.

Place an order in the Rockgas app or online customer portal from our website, or call us and we’ll deliver a full bottle on the next available delivery day in your area, excluding weekends and public holidays.

Urgent delivery?

If you require an urgent delivery an extra fee is payable in addition to the standard delivery charge. Please contact us on 0800 762 542 to confirm costs for urgent delivery and time as this may not be possible during busy periods.

Viewing your order status

Log into the Rockgas app or online customer portal – you’ll see your current order right on the home screen. We’ll also update the status when your delivery is scheduled, completed, or cancelled. 

How do I know my order has been scheduled for delivery?

We’ll send you a notification by text, email, or both — depending on your preferences in the Rockgas app or online customer portal. We send out notifications the night before and morning of delivery.

Can I get delivery notifications?

Absolutely. You can set your notification preferences in our Rockgas app or online customer portal when you first sign-up to let us know if you’d prefer text or email or both text & email delivery updates. We send out notifications the night before and morning of delivery.

Or you can email your notification preference or changes to lpgenquiries@rockgas.co.nz with your name, account number, delivery address and contact details. Let us know if you’d prefer text or email or both text & email delivery updates, and we’ll get you sorted within two working days.

When will my LPG arrive?

Your bottle will be delivered on the next available delivery day for your area. In winter, when demand is higher, it may take a little longer – so it’s a good idea to order early.

What if I run out of LPG?

Give us a call on 0800 762 542. If you need an urgent delivery, a callout fee may apply. We’ll let you know before confirming anything.

Preparing for your delivery

We take health & safety seriously for our delivery team. Anytime you have LPG bottles delivered, there are some non-negotiables when it comes to safety, including:  

Removing obstacles

Your driver will use a trolley to transport your LPG bottle to your site. This means access should be kept clear, with all obstacles removed. Difficult, delicate or decorative surfaces should also be avoided. 

Clearing paths

As a full bottle weighs 90kg, our drivers will need to get as close to the house as possible. Please make sure they can get close enough without putting themselves at risk of injury. If in doubt, give us a call first.

Managing stairs

If stairs just can’t be avoided.  Access to cylinder compound should not have more than 6 steps. Steps should have a minimum of 2:1 tread depth to tread rise and the maximum step tread riser should be 125mm.

Accessing driveways

Can your driveway handle heavy vehicles? Is it too steep, soft, narrow or slippery/lacking grip? Do you have a particularly long driveway? Is there room for a large vehicle to turn around? Either way, it’s worth giving us a heads up so we can safely access your property or find a workaround. 

Pets

We’re big fans of furry friends—but for everyone’s safety just make sure any dogs are safely inside or behind a fence,  Even the friendliest pups can get a bit too excited, and we need a clear space around the bottles to deliver safely.

Locked Gates

Got a locked gate? Just make sure it’s unlocked on delivery day. We can’t give an exact time in advance, so best to keep access available all day.

For the full the list of our Rockgas Minimum delivery standards, please click the link.

What to do if your bottle wasn’t delivered

Start by checking your order status in the app or portal — it’ll show if your bottle is:

Still on the way.

• If we couldn’t deliver (Unable to deliver)

• If a bottle was already full (Bottles full – Delivery cancelled)

 You might also see one of the following depending on the order status:

• Awaiting delivery

• Delivery scheduled

• Delivered

• Cancelled

If your delivery has been scheduled, the delivery date will appear next to your order status.

Still not sure? Give us a call on 0800 762 542.

Cancelling or changing your order

If you do need to change or cancel your order, give us a call us on 0800 762 542 and we’ll do our best to make a change.

Still need help?

Call Centre
0800 ROCKGAS
Email Support
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