How to order

Definitions

Lead Time: Lead time is calculated based on date of order receipt versus the number of full lead time days indicated in Ports and Services Guide. Lead time does not include public or local holidays or weekends. The first working day will be calculated as the first working day after order receipt in the port of delivery. Certain products or delivery mechanisms may be subject to different lead times* within the same port.

Short Notice: A Short Notice Order is any order which fails to adhere to the port’s listed Lead Time stated upon ExxonMobil’s Port and Services Guide. Customers wishing to place an order contrary to published Lead Time should contact their customer service representative to discuss delivery possibilities.

Minimum Volume per Grade – Bulk: The minimum volume to be ordered / delivered for each bulk product in the requested delivery port. Certain products or delivery mechanisms may be subject to different Minimum Quantities* within the same port. It is generally not possible to deliver less than the Minimum Volume per Grade. Customers wishing to place an order contrary to published Minimum Order Quantity should contact their customer service representative to discuss delivery possibilities.

Minimum Volume Aggregate – Bulk: The minimum total aggregated bulk volume that can be supplied at the requested delivery port. For any request for an aggregated bulk order volume below this threshold, ExxonMobil will still attempt delivery upon a best endeavour basis however the delivery may be subject to a Minimum Order Quantity (MOQ) bulk fee.

Minimum Volume - Package: The minimum total aggregated volume of packaged products (including synthetics) that can be supplied at the requested delivery port. Any aggregated packaged product order volume below this volume threshold may be subject to a Minimum Order Quantity (MOQ) pack fee, except if there is an aggregated volume of synthetic products ordered above the volume threshold for ‘Minimum Volume – Synthetics’.

Minimum Volume - Synthetics: The minimum total aggregated volume of synthetic products that can be supplied at the requested delivery port. Any delivery for aggregated synthetic product order volume below this volume threshold may be subject to a Minimum Order Quantity (MOQ) pack fee, except if the aggregated packaged product order volume (including synthetics) is above the volume threshold for ‘Minimum Volume – Package’.

Pumping from Drums: Refers to a single grade MobilGard product to be pumped at its stated minimum number of drums where applicable. If any other product is required for pumping, technical compatibility verification and feasibility is required on a case-by-case basis.

Non-Listed products or Ports: For non-listed port or product requirements, please contact your CS Agent.

Order Confirmation: Our CS Agents will supply you with confirmation of order receipt within 24 hours. CS Agents endeavor to supply you with confirmation that delivery is scheduled via an Order Confirmation as early as possible prior to delivery. Delivery arrangements are scheduled and carried out as per agent’s latest advice on vessel’s ETA/ETD.
Any changes made after order is confirmed for delivery will be subject to a new confirmation. In case vessel's ETA has not been confirmed, the lead time shall be calculated only from the date of confirmation of ETA.

Services and Extra Charges: Services and their related charges vary between ports, the most common of which (barging) can be checked by reviewing individual Port Details within the Ports and Services Guide. Further charges are subject to enquiry. We endeavor to advise all charges up-front prior to delivery.

* Exceptions on certain product Lead Time and MOQ: These items can be reviewed by hovering the mouse curser on i situated to the left of specific products within individual port’s 'Port Detail' screen.

Order placement:

ExxonMobil’s preferred method of order submission is via our e-Procurement tool “ACE”. If you do not yet have access to ACE and its various additional tools please liaise with your CS Agent. Alternatively, ExxonMobil are happy to receive orders via email, Procurement Tools (ShipServe) or telephone. CS office contact details are located under ‘How to Order’ in the Navigation Bar of Ports and Services Guide.

In order to flawlessly serve our customers, we request that orders are placed in accordance with the respective port’s market offer, meeting lead time and minimum quantities, where possible. We guarantee any order received prior to 16:00 hours will be processed within the same day. In case of emergency orders, we have a dedicated 24/7 line available.

Ordered quantities will be processed and subsequently delivered in the nearest appropriate volume / package size available. For example, and order of 1,200 Litres of lubricants to be delivered in drums would generally be fulfilled by supply of 6 (six) 208 litre drums, thus 1,284 litres in total.

To enable ExxonMobil to provide an efficient, transparent and flawless supply, we kindly request that the following information is provided for all lubricant orders:

• Vessel name and IMO
• Customer name and contact details
• Port details including ETA, ETS and any other schedule information known
• Agent name and various contact details, telephone and email as a minimum
• List of ExxonMobil products required on-board, their quantities and desired delivery mechanism (bulk / pack, barge / truck)
• Vessel schedule both pre and post requested port of supply, to assist with customs declarations where applicable

A template is available for download below to assist our customers in order submission. At the bottom of the form, you can see an example of a completed order submission.