I. HOW TO ORDER PRODUCT FROM HollyFrontier LUBRICANTS & SPECIALTY PRODUCTS

HollyFrontier Lubricants & Specialty Products (HollyFrontier LSP) has products available from our Tulsa, OK Refinery as well as from nine (9) third party terminal locations. All locations operate on a Monday to Friday schedule. For your convenience you will find a table below that lists all the terminal locations and the respective loading hours for each.

Order Placement
Orders can be placed with the HollyFrontier Marketing Services Center, by phone, fax or email Monday through Friday between the hours of 8 AM and 5 PM EST. Official "receipt" of an order will ultimately be contingent upon Marketing and Credit approval. Please note that product ordering lead time begins when the order is considered "received".

HollyFrontier LSP Customer Service Center is located in Philadelphia PA at the following address:

HollyFrontier Refining & Marketing LLC
International Plaza II, Suite 423
Philadelphia, PA 19113		 Phone Number: 1-800-456-4786
FAX Number: 1-484-498-2267
EMAIL address: LSP@hollyfrontier.com

Note: For the best possible service, please direct any and all inquiries to our Customer Service Center and not to the servicing terminal. Customer Service is available to provide you service for after hours emergency situations through the Customer Service 800 number.

Lead Time
Minimum lead times are expressed in working days following receipt of order (receipt of order is defined in "Order Placement" section above) are:

Location Trucks Railcars
TULSA 3 WORKING DAYS 5 WORKING DAYS
ALL OTHER 3RD PARTY TERMINALS 1 WORKING DAY N/A

 

Exceptions to the stated lead times will be granted on a case by case basis.

Note: Next day orders from our 3rd party terminals must compete for loading spot availability, therefore placing your order as far in advance as possible helps to insure specific loading times.

Every effort will be made to honor next day truck orders from our terminals provided the truck order is "received" by noon EST the day prior to the requested loading date from the 3rd party terminal. Railcars are only available from our Tulsa Refinery. Emergency orders (orders to be executed in less than standard lead time or outside of normal operating hours) will be charged a minimum of $350.00 or HollyFrontier’s incurred costs, whichever is greater. This charge will be applied at the time of order placement and customers will be made aware of the surcharge prior to the order being entered into the order management system.

Order Changes
Requests to change product quantities on an order that has already been entered into the order management system will be handled based on the individual order in question. The Customer Service Representative will take all required information, confer with the facility and advise customer within two hours if the changes can be accepted. If the change pertains to a Blend-to-Order product, which has already been blended, no changes will be accepted. If an order needs to be cancelled, please note that added costs directly related to the cancellation will be borne by the customer. The complete order will be subject to the full lead-time from the time the request is made.

Quality Documents
HollyFrontier LSP provides a Certificate of Analysis for all shipments from our Tulsa Refinery as well as from all of our third party terminals.

II. FACILITY LOADING SCHEDULES

MONDAY THROUGH FRIDAY
Location Product Line Starting Time Ending Time
Tulsa, OK Refinery Base Oils, Process Oils and Waxes 6:45 AM 1:00 PM
Sundex and Hydrolene 6:45 AM 2:45 PM
Catoosa, OK 7:00 AM 3:00 PM
Freemont, CA 7:00 AM 4:00 PM
Wilmington, CA 6:00 AM 2:00 PM
North Haven, CT 6:00 AM 4:00 PM
Atlanta, GA 5:00 AM 5:00 PM
Lexington, NC 8:00 AM 4:00 PM
York, PA 6:00 AM 1:30 PM
Cleveland, OH 5:00 AM 4:00 PM
Toledo, OH (beg. 2011)


III. SHIPMENT INFORMATION (MINIMUM / MAXIMUM)

TRUCK SHIPMENTS
Location Product Maximum Products per Truck Full Truck Load Quantity Minimum Quantity for each Product Comments
Tulsa OK Refinery Lubes 2 6,000 gallons 2,500 gallons Limited to 1 Aromatic Oil Product which will be loaded first
Waxes 1 43,000 -45,000 pounds based on equipment
Aromatic Oil Products 1 5,500 gallons
Third Party Terminals ALL 2 6,000 gallons 1,500 gallons


Note: Single orders for both paraffinic oils and aromatic oil products on the same truck will only be shipped if the truck has a segregated loading and unloading system.

Every effort will be made to accommodate the specific quantities requested; however, availability of corresponding tank truck equipment will determine the actual volume shipped.

Exceptions to the minimum truck quantities will be granted on a case by case basis.

Railcar order quantities must equate to approximately 98% of the car’s shell capacity.

Note: For all locations, the maximum weight limit of a vehicle and product combination shall not exceed a gross weight of 80,000 pounds. The maximum weight limit of a railcar and product combination shall not exceed 263,000 pounds.

IV TERMS OF SALE

All shipments are governed by HollyFrontier Refining & Marketing Company, LLCs standard terms and conditions. Exceptions valid only if agreed to in advance and signed by HollyFrontier Refining & Marketing Company LLC authorized representative.

V QUANTITY QUESTIONS OR INQUIRIES TO RETURN PRODUCT

Upon delivery of your product, any question or concern about quantity or quality must be brought to the attention of the HollyFrontier Customer Service Center. If there is doubt about a delivered quantity from a truck, you must indicate on the Bill of Lading, have the driver sign the document and send the signed document to the appropriate Customer Service Representative. Only the HollyFrontier Customer Service Representative can authorize a product return.

VI BULK EQUIPMENT REQUIREMENTS

Bulk products cannot be loaded into tandem trailers.

HollyFrontier LSP-Nominated Carrier – HollyFrontier LSP nominates “Preferred” carriers for Customers and coordinates transportation arrangements based on the Customer's requirements and available equipment. Preferred carriers provide Standard Equipment and additional equipment may be available for a nominal fee and must be specified when order is placed.

Customer-Nominated or Customer-Owned Tank Truck or Rail Car - In instances where Customers provide or arrange for transportation the following conditions apply:

• For Motor Carriers, a fully executed Terminal Access Agreement (TAA) must be on file with HollyFrontier LSP prior to arrival at any HollyFrontier Corp owned shipping facility. Further, 3rd party terminals that offer HollyFrontier LSP products, may require a similar set of requirements for carrier access as well.

• Loading appointment must be arranged in advance by contacting Customer Service.

• Customer nominated or owned trucks should allow Two (2) hours in the facility for loading single compartment loads. Four (4) hours should be allotted for multiple product loads or for multiple compartment trucks. HollyFrontier will not pay demurrage to any carrier unless the stated free time is exceeded due to a HollyFrontier issue.

• To assure product integrity, bulk delivery equipment which includes trucks, railcars and other transport containers must be clean, liquid-free and non-explosive as they arrive for product pick up. The trucks must arrive in such a state to assure products can be loaded safely and that the product quality can be maintained throughout the delivery process. Operations personnel at the facilities will make a visual inspection of the truck and, at their sole discretion, may recommend that further preparation is required to meet HollyFrontier’s loading requirements. Waivers will be required for any exceptions. HollyFrontier is not responsible for the cleaning of any customer nominated or customer owned truck or rail car.

• Regardless of the seller’s inspection, the Customer is responsible for product quality after loading. Claims or allowances will not be accepted after product has been loaded into equipment owned, nominated or furnished by the Customer.

• When loading at any of Seller’s facilities, drivers must provide the following Personal Protective Equipment:

Class B hard hat
Industrial grade safety glasses with side shields
Long sleeved shirt
Long pants
Sturdy work shoes
Gloves
Flame resistant clothing is required for loading operation within refinery facility.
Flame resistant clothing is strongly recommended for all other facilities.
Face shields

• Driver must have:

A Valid Commercial Driver’s License (CDL) and a second form of photo ID
Order pick-up number
Strapping chart for trailer being loaded
Gauging stick
Knowledge of truck’s tank configuration
Ability to top load their equipment as necessary
Applicable placards

Truck drivers are responsible for the proper loading of their trucks. HollyFrontier will not pay demurrage charges when loads must be pumped off or topped off. Equipment should be provided to handle order quantity, but not exceed the maximum legal load.