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Terms & Conditions
How do I contact my delivery person (RSR - Route Sales Representative) ? You can reach your delivery person by leaving a note on the day of your delivery. Simply attach the note with your request or question on an empty bottle. If your timing is more urgent, please send an email message to firstname.lastname@example.org, which will be forwarded to your delivery person within two business days or call customer service at 1-800-728-5508.
What are the benefits of Auto Pay?Setting up your credit or debit card with our easy Auto Pay service means one less check to write and mail each month, and more convenience for you. Your card will be automatically charged or debited each billing period for your service on the date your invoice is created so you never have to worry about missing a payment. Less paper and print are also great for the environment! It's easy. Simply login to your account, go to the "My Account" tab and click the "Manage Auto Pay" button. Select a credit/debit card to sign up for Auto Pay or enter new credit/debit card information.
When is my payment due?Payment is due by the Payment Due Date listed on your invoice. Late charges will apply as noted on the payment stub at the bottom right corner of the invoice and as set forth in your customer service agreement with us.
What does "current balance" mean?Your current balance is your total outstanding balance, except for credits or changes processed today. Your current balance and invoice balance may be different if order or delivery activity has occurred between your last invoice date and today.
What does "invoice balance" mean?Your invoice balance includes charges and credits applied during the billing period covered by the invoice. Your invoice balance and current balance may be different if order or delivery activity has occurred between your last invoice date and today.
How do I know when my online payment has been processed?
After you submit your online payment, you will see a confirmation message. If you do not see the payment confirmation message, your payment was not processed. A confirmation email will be sent to you at the billing email address in the account profile stating that your payment has been processed.
What is the Variable Energy Surcharge?
Rising energy prices have significantly increased our operating costs. To continue providing you with high quality products and excellent service, an energy surcharge will be applied to future invoices. The surcharge is based on the Monthly U.S. Average On-Road Diesel Price as published by the U.S. Department of Energy, Energy Information Administration on its website. The surcharge will appear as a separate line item on each invoice, starting with your next statement. We reserve the right to apply the surcharge in our sole discretion. Please note that we do not establish the Monthly U.S. Average On-Road Diesel Price. To learn more about recent energy price developments, please contact the Department of Energy at (202) 586-6966 or go to the "http://www.doe.gov/engine/content.do" target="_blank"> U.S. Department of Energy website. We will monitor the need to continue the surcharge and we will adjust accordingly.
Why do I have multiple addresses?
We show both your billing address and delivery address. In addition, if you have recently moved, you may continue to see your previous address until your new address has been updated in your account.
What is the difference between "delivery address" and "billing address"?
The delivery address is the address where your products are delivered. The billing address is where your billing invoices/bills are mailed.
What is a Refundable Water Bottle Deposit?
A water bottle deposit is a fee charged for every 3 or 5-gallon bottle delivered to you. A bottle deposit is refundable and will be credited to your account once each empty bottle is returned. If you return more bottles than were delivered to you, then a bottle deposit credit is applied to your account. For example, if you received four full bottles and returned five empty bottles during your billing period, you will receive a bottle deposit credit for one bottle. A bottle deposit charge may appear on your invoice if more bottles were delivered to you than were returned to your delivery person. For example, if you received five full bottles and returned only four empty bottles during your billing period, you will receive a refundable bottle deposit charge. Remember, your invoice will only reflect the activity that occurred during the billing period.
Can I pay using another method than credit card?
Certainly, we also accept payments via debit cards (cards with the Visa or MasterCard logo), check payments by phone, and check payments by mail.
What if I move?
You can contact us prior to your move to ensure we offer service at your new address, you may do so by phone at 1-800-728-5508 or email using the "Contact Customer Service" form by clicking on the link at the bottom of your online account homepage. Once it is confirmed that you are moving within a serviceable area, you may move the rental equipment along with your bottles to your new location. If you are moving to a non-serviceable area, we will pick up the dispenser and/or bottles prior to the move.
What if your website says it is not available in my area?
We apologize for the inconvenience. If you typed in your zip code and no services showed, delivery services are unavailable in your area at the present time. We are expanding our delivery service, so please check back in the near future to see if services are available!
Can I change my plan as my needs change?
Call our Customer Service Department at 1-800-728-5508 to discuss alternative options that are available to you.
When is the billing cycle?
The billing cycle is every 28 days, beginning approximately 2 days after your first delivery.
Do you run a credit check?
A credit check is run if you choose to not set up your service using a credit or debit card. Should you choose to set up your account using a credit or debit card, a credit check will not be conducted.
Why should I rent my water cooler?
By renting a cooler, you can be assured that you have the latest technology and receive the highest level of service from your delivery person. If you ever have any issues with your water cooler, simply contact customer service or notify your delivery person and we will replace or repair the unit for you.
When will my products be delivered?
Your products will be delivered regularly, according to the printed schedule(s) your delivery person(s) provides. You can also view and print your delivery schedule online. This schedule highlights delivery days so you always will know when you will receive your delivery.
How many water bottles will be delivered?
After your initial setup and delivery, your delivery person will replace your empty bottles with full ones. However, adjustments may be made based on your needs. If you would like a different quantity or additional products, please update your order online, leave a note for your delivery person, send an email to email@example.com, or call us at 1-800-728-5508.
Where will the water bottles be left?
You and your delivery person will decide on a convenient location to store empty bottles and where your full bottles will be left if you are not at home.
How do I communicate my product needs?
The best and most convenient way to keep in touch is by using the adhesive notes supplied by your delivery person with your delivery schedule. Just complete and leave a note for your delivery person on your scheduled delivery day. Adhesive notes are great for all sorts of communications, such as:
Can I change my delivery day or delivery time?
In order to provide the exceptional service you expect, our delivery system is set up to serve specific geographic areas on certain days. Please discuss special delivery needs with your delivery person.
What if I forget to put out my empty water bottles?
Your delivery person will continue to deliver your water. Hold onto the empty bottles until your next regularly scheduled delivery. At that time, the empty bottles will be picked up by your delivery person. If your water consumption has changed, it is a good idea to leave a note on your empty bottles so your delivery person knows how many full bottles you would like delivered.
How do you ensure the quality of your bottled water?
Our spring and artesian water sources originate well below the earth's surface and are inspected, tested and certified to bring you the best tasting, highest quality water.
Each of our spring water sources is certified by licensed geologists. Processes such as ultraviolet light disinfection and ozonation help us ensure that what you get in your bottle of spring water has the same natural mineral content found in the original spring source.
Learn more about our bottled water quality standards by viewing our water quality reports in English or Spanish on our quality standards page.
Learn the facts about your drinking water from the Drinking Water Research Foundation (DWRF).
How can I show my support for bottled water?
Take a minute to sign a petition in support of bottled water. Your signature COUNTS! Available through the BottledWaterMatters.org website, the goal is 50,000 signatures. Please include your personal email address when submitting. Once completed, share the website with your family and friends, to ensure as many bottled water supporters as possible sign the petition.
What water container sizes are available?
Depending on your location, we deliver a wide variety of container sizes such as:
What are the cooler sizes available?
Dimensions vary but most of our water coolers are about one foot wide, one foot deep and approximately 3 to 4 feet tall.
What are the benefits of home delivery vs. store purchase?
Having our products delivered to your home or office is convenient and affordable. It saves the time and effort of carrying your products in from the car and is always available when and where you need it.
Do you use glass bottles?
Most of our bottles are returnable plastic bottles; they weigh less and are safer to use. In very limited markets, we offer our customers the option to select water in glass bottles.
What can you tell me about BPA?
Please refer to our question and answer page for more information about Bisphenol-A (BPA).
What is PET plastic?
PET stands for polyethylene terephthalate, a plastic resin and a form of polyester. It is the type of plastic labeled with the #1 recycling code on or near the bottom of bottles and containers and is commonly used to package soft drinks, water, juice, peanut butter and salad dressing.
Do you recycle your big water bottles?
Yes! We are dedicated to using the highest quality, most cost effective and most environmentally responsible bottled water containers possible. Our 3 and 5 gallon bottles are cleaned, sanitized and refilled 40 to 50 times. Most of our big water bottles are recycled at the end of their life-cycle. The recycled plastic is used to make carpet, toys, tool handles, bird feeders and other items. For these reasons, you won't typically find large bottled water containers in landfills.
What are the recycling options for single-serve water bottles?
Our single-serve bottled water products are convenient, but we do urge you to recycle them if recycling programs are available. Recycling programs may not be available in your community.
How long is the shelf-life of a bottle of water?
Our bottles indicate a "best by" date. While bottled water is not a perishable food product, we recommend rotating your emergency supply and storing it under optimum conditions. Bottled water should be stored in a cool, dry place, away from direct sunlight and high temperatures. Bottled water should be stored away from paints, solvents, garden chemicals, cleaning compounds and petroleum products, such as gasoline.
What type of bottled water containers should I store for emergency preparedness?
We recommend our 8-ounce, 16-ounce and 24-ounce single-serve bottles and 1- and 2.5-gallon containers. These smaller containers are typically easier to handle and store.
How often should I rotate the bottles of water that I have stored for emergencies?
We recommend rotating and replacing your supply every six months.
How can I be sure I have water for emergencies?
One way is to start home bottled water delivery service. The Louisiana Governor's Office of Homeland Security & Emergency Preparedness recommends at least three gallons of bottled water per person in your emergency supply.
Learn more about how to prepare for emergencies.
I want to speak to someone about advertising or event opportunities, who should I contact?
Thank you for your interest. Please use our Contact Customer Service form.
Why isn't water coming out of my dispenser?
The thermostat may be set too low and the water is frozen. To fix the situation follow these steps:
If the problem persists, please notify Customer Service immediately by clicking on the "Contact Customer Service" link at the bottom of the homepage. We will reply to your request within two business days to schedule a time when your delivery person can correct the problem.
What should I do if my dispenser should have cold and room temperature water, but both are cold?
The room temperature (cook) and cold dispenser has two distinct reservoirs that hold water at two different temperatures one at room temperature for cooking purposes, and the other chilled to about 45-50 degrees. Leading to each reservoir are two lines that hold about 12 ounces of water. In some cases, the cold line may accidentally chill the room temperature line, resulting in cold water coming from both spigots. Once the 12 ounces of water from both lines are released, room temperature water will dispense directly from the reservoir.
Why is water boiling inside the bottle on my dispenser?
While this happens infrequently and is not dangerous, it can be surprising to see. When an air pocket forms in the reservoir of a hot and cold dispenser, the heating element is exposed and creates enough heat to boil the water in the bottle above. If this happens, simply unplug the dispenser and dispense water from the spigots. This will release the air pocket. After the dispenser has been plugged in again, the water will be heated in the reservoir at the appropriate temperature.
How hot will the hot water from the dispenser be?
In a hot and cold dispenser, the temperature of the hot water is between 170 and 190 degrees. IT SHOULD BE DISPENSED WITH CAUTION AND KEPT OUT OF THE REACH OF CHILDREN. If you are interested in receiving safety spigots, please speak with your delivery person, email Customer Service or contact Customer Service at 1-800-728-5508. We will respond to you within two business days.
What should I do if my dispenser or water bottle are leaking?
Email Customer Service immediately or call Customer Service at 1-800-728-5508. We will schedule a time to come out and evaluate your situation.
Until we are able to determine the source of the leak, there are a few steps you can take to prevent more water from leaking:
How do I clean my dispenser?
Click on Water Cooler Equipment Information to learn more about your equipment and how to clean it.
What should I do if my dispenser is not dispensing hot water?
Follow these quick steps to correct the situation:
If the problem persists, please notify Customer Service immediately or call Customer Service at 1-800-728-5508. We will respond to your request within 24 hours to schedule a time when we can correct the problem.
Do you offer coffee products, tea and break room supplies?
Yes. We offer a wide variety of coffee and coffee-related products (such as cups, cream, sugar, etc.) as well as tea and break room supplies like paper plates, forks, spoons, and cleaning supplies. If you are interested in our coffee service, please take a look at our Standard Coffee® website at www.coffeeservice.com
What other products do you offer?
We offer a variety of dispensers and products to service all of your bottled water needs as well as coffee services. Our dispenser models include both electrical and non-electrical that serves water at a variety of temperatures (hot, cold and room temperature) and offers various sizes of bottled water to use with your dispenser.
We offer single-serve bottled water products in many bottle sizes and water flavors for people who want the convenience of a portable individual serving, as well as a wide range of complementary products to go with your bottled water service, such as cups, dispensers, drink mixes, bottle racks, etc. Try our Crystal Light® On the Go Lemonade drink mix!
We also offer complete coffee services. For coffee and service types, please take a look at our Standard Coffee™ website at www.coffeeservice.com.
How do I change the name on my account?
To change the name on your account, login to your account and:
What do I do if I see an error in the My Account information?
We strive to provide the best experience possible for our customers. Please use our Contact Customer Service form or call customer service at 1-800-728-5508 to let us know the error you found, what the correct information should be, and an email address or phone number where we can reach you if we have questions. Thank you for letting us know there was an error.
How can I contact you with other questions?
If you have more questions, please use our Contact Customer Service form or call customer service at 1-800-728-5508 and we will be glad to help you. We appreciate your business!
How can I change my account information?
To change information on your account, login to your account. Click on the "My Account" option at the top of the page. You can review or change 4 sections of information about your account:
How can I change the amount of product delivered?
There are several ways to let us know you want more or less product delivered:
Can I view my delivery calendar/schedule online?
Do I need to be present, at the location, for the delivery?
Not for your deliveries. You must be present to accept your first water delivery to sign the customer service agreement, and take possession of the dispenser. However, for all future deliveries, there is no need to be at the delivery address when your deliveries arrive.
If my office is closed on my scheduled delivery day, when will I receive my delivery?
Please let your delivery person know when your office is closed so we can schedule another delivery date.
Can I return any unused products?
While we would be glad to pick up full water bottles, etc. from your location, we are not able to credit your account for the return of any product. To ensure product purity and the highest quality standards for our customers, we require that any unopened product returned to us be discarded. If any full bottles, etc. are picked up from you, your delivery person must discard the product.
What happens if I lose or damage an empty bottle?
If you are in a market that charges a bottle deposit, and you lose or damage a bottle (normal wear and tear excepted), the deposit will cover the cost of that bottle. If you are in a market that does not charge a bottle deposit and lose or damage a bottle (normal wear and tear excepted), you will be invoiced the cost of that bottle on your next invoice.
What happens to my personal information?
Yes, we use "cookies". Like many websites, we use "cookies" to make your online experience faster. A cookie is a piece of data stored on your computer's hard drive that allows our website to identify you. Cookies cannot be used to access sensitive account information. You will always have to login with a user name and password to place an order. Please note that if you prevent your internet browser from accepting cookies, certain features of this website may be disabled.
How can I access my account if I have forgotten my password?
You can access your account by requesting your forgotten password. We will email a link to you that will allow you to reset your password.
Is your website secure?
How do I find my invoice number?
Your invoice number may be found in the upper right corner of your paper invoice.
How will my email Spam Filters affect getting my eInvoice email?
Your spam filters may block emails coming in from us. Currently emails sent from our 'DS Services SMTP' servers should not be listed as spam.
If you have your spam filters turned on in your email to only allow messages from contacts in your address book, please add the email address firstname.lastname@example.org as a contact. If you are still having issues with your spam filter still blocking this email please contact the vendor of your spam filter for assistance.
What happens if energy prices fall?
It is our hope that energy prices will subside soon. However, we cannot predict what the following months will bring and we may need to adjust the amount of the surcharge. If energy prices fall, then we will adjust the surcharge accordingly. The surcharge is based on the Monthly U.S. Average On-Road Diesel Price as published by the U.S. Department of Energy, Energy Information Administration on its website at "http://tonto.eia.doe.gov/oog/info/wohdp/diesel.asp" target="_blank". Please note that we do not establish the Monthly U.S. Average On-Road Diesel Price. To learn more about recent energy price developments, please contact the Department of Energy at (202) 586-6966 or go to the U.S. Department of Energy website located at "http://www.doe.gov/engine/content.do" target="_blank". We will monitor the need to continue the surcharge and we will adjust accordingly.
How do I change my password?
You may change your password by logging in and selecting "My Account - Account Information". Then click the "Change Password" button. You will need to enter your current password once, and your new password twice.
I'm not receiving the eInvoice that I signed up for. Is there something else that I need to do?
If you are not receiving the eInvoices that you signed up for, please login to your account and go to the My Account page. Click on the "Manage eInvoice" button. On the "My account: Manage eInvoice" page, make sure that the "Receive eInvoice" check-box is checked and enter your correct email address. Then click "Save Changes". After you have done this, If you still do not receive your next invoice please call customer support at 1-800-728-5508.
What is a late fee?
A late fee is a fee charged when your payment has not been received by the Payment Due Date.
What are the benefits of eInvoice?
eInvoice means one less paper invoice to go through each month, which is more convenient for you. You will get an email notification every time your new invoice is ready for viewing. Less paper and print are also great for the environment! It's easy. Simply login and go to the Invoices page to select the invoice you would like to download or view.
How can I get a copy of my invoice/bill?
It's easy. Simply login to your account and go to the "Invoices" page to select the invoice you would like to download or view.
How do I view my invoice/bill online?
How long does it take for a payment to be applied to my account?
Once we receive your payment, it will be applied to the balance on your account within two business days. If sending a payment by U.S. mail, please allow additional time for the U.S. Postal Service to deliver your payment to us.
Will my Energy Surcharge change? When will it change?
The amount of the surcharge may change dependent upon energy prices. It is our hope that energy prices will subside soon. However, we cannot predict what the following months will bring and we may need to adjust the amount of the surcharge. The surcharge is based on the Monthly U.S. Average On-Road Diesel Price as published by the U.S. Department of Energy, Energy Information Administration on its website at "http://tonto.eia.doe.gov/oog/info/wohdp/diesel.asp" target="_blank". Please note that we do not establish the Monthly U.S. Average On-Road Diesel Price. To learn more about recent energy price developments, please contact the Department of Energy at (202) 586-6966 or go to the U.S. Department of Energy website located at "http://www.doe.gov/engine/content.do" target="_blank". We will monitor the need to continue the surcharge and we will adjust accordingly
How do I find my invoice/bill number?
Your invoice/bill number may be found in the upper right hand corner of the payment coupon portion of your paper invoice.
How do I read my invoice/bill?
Click on Reading Your Invoice to get detailed information about your invoice.
How often should I clean my cooler/dispenser?
Your cooler/dispenser should be cleaned every 1 to 3 months using the simple process outlined below:
Other Helpful Tips
If you have any questions on how to clean your cooler/dispenser, please click the Contact Customer Service link at the bottom of the page.