How the Water Delivery Program Works

When we receive your order, we'll call you to confirm your order and schedule your first delivery of bottled water on a date convenient for you, and set up a new water cooler (if you've selected one). Then, around once a month, we'll pick up the empty bottles and replace them with new ones. And you can always manage your deliveries and account online 24/7 or by calling customer service.

Receiving Your First Delivery

When we receive your order, we'll call you to confirm your order and to schedule your first delivery of bottled water on a date convenient for you, and set up a new water cooler (if you've selected one). You are only required to be home to receive a delivery if we are arriving to set up or pick up a water cooler at your home. You do not need to be at home to receive regular deliveries; you can simply leave your empty water bottles at a pre-arranged location and we will replace them with your new delivery. You'll also receive a printed water delivery schedule that will tell you exactly when you will receive your upcoming deliveries for the current year. You can access your up-to-date delivery schedule 24 hours a day, 7 days a week online at any time once you've created an account. You can view your bills, make changes to your delivery schedule such as adding extra deliveries or suspending a delivery if you're going to be away, and add other great products like our popular On-The-Go sizes, sparkling water, or even sparkling water! It's a great time-saver!

How often will water be delivered to me?

We deliver bottled water to you approximately once a month. You can also schedule extra deliveries if you need additional water or other products by logging into your online account.

Can I have deliveries to more than one address?

At this time we can only deliver bottled water to one location per account. If you need to have water delivered to more than one address, you can set up a second account for the additional address.

What if I live in a secure building or gated community?

Once you have completed your order, your route salesperson will contact you to confirm your order and review the specifics of the delivery location-including your building's or development's security situation. We currently deliver to many buildings and developments with different levels of security. There is a good chance that your route salesperson is familiar with the security issues involved in delivering to your location. In rare cases, security measures make it impossible for us to make deliveries. If this happens at your residence, we will cancel your account at no charge.

Do I have to be home to receive my water delivery?

You are only required to be home to receive a water delivery if we are arriving to set up or pick up a water cooler at your home. You do not need to be at home to receive regular deliveries. Just leave your empty water bottles at a pre-arranged location and we will replace them with your new delivery. We also make it convenient for you to manage your deliveries online, and can even send an email reminder to you to help you remember to leave your empty water bottles out for collection on your next delivery day.

Do I have to lift anything when my delivery arrives?

On your first delivery, your route salesperson will set up your water cooler and water bottle for you to ensure that it is working properly. She or he will also show you how to replace the bottle when it is empty. If you need help during one of your regularly scheduled deliveries and are home to receive your deliveries, your route representative will be happy to assist you with replacing an empty water bottle with a full one. Looking for smaller options? Consider our case plans.

What do I do with my empty bottles?

Every delivery, we'll pick up your empty bottles; just leave them at a prearranged location. Our 3 and 5-gallon bottles are returnable and in some areas you may be charged a small bottle deposit for each full bottle of water you receive. We will promptly credit you for each empty bottle you return to us. As a Flexable Plan customer, we will always deliver the same, standard number of bottles for your plan, no matter how many empties you leave out.

Can I change the number of water bottles I receive per delivery?

Absolutely. We know things change, that's why as a Flexable Plan customer you can change your Plan at any time without penalty. Feel free to switch between any of our available Flexable Plans by modifying your account online or contacting a customer service rep.

Rescheduling, Adding, Skipping, or Suspending Deliveries

As a Flexable Plan customer, you can reschedule a delivery within 30 days of your original delivery date. Your monthly invoice will not change - you will still be charged your Flexable Plan fee once a month, even if you have rescheduled your delivery to a different date. If you need to skip a delivery entirely, you will still be billed the normal monthly fee. If you are a custom delivery customer, you have the option to change or reschedule your deliveries at anytime.

What kinds of products can I get delivered?

Our home delivery service offers a variety of natural water products in a wide range of packages and sizes to fit your lifestyle.

Is there BPA in your home delivery bottles?

Our 5G bottles are almost all converted to PET plastic which is always BPA-free. Some of our 3- and 5-gallon bottles are made from polycarbonate, a strong, clear and reusable type of plastic, which does contain BPA. While the FDA has recently confirmed the safety of BPA for current approved uses in food containers and packaging, we are planning to transition the remainder of our polycarbonate bottles to BPA-free bottles based on consumer preference. Please contact us if you would like to request a BPA-free bottle.

Are your bottles recyclable?

Yes, the bottles and containers that you purchase at retail outlets are all recyclable. Furthermore, if you are a Home and Office Delivery customer, your 3 and 5-gallon containers are returnable, and can be washed, sanitized and re-used. We sanitize and recycle these bottles ourselves in our Home and Officedelivery business, where we lead the industry in re-using 3 and 5-gallon bottles.

Managing Your Account

You can manage your account online 24 hours a day, 7 days a week. After you receive your first water delivery, you can manage your account online, where you can view your bills, modify your upcoming deliveries, and add other great products like our popular On-The-Go sizes, sparkling water, or even sparkling water! It's a great time-saver!

Changing Your Plan

As a Flexible Plan customer, you have the flexibility to switch between any of our available water delivery plans anytime without penalty by simply managing your account online or contacting Customer Service. Feel free to customize your deliveries by adding any of our other popular products at a special discounted price to your deliveries.

About our Water Coolers

We provide a range of water coolers, including multi-temperature coolers that provide instant hot and cold water.

Do I need a water cooler?

By choosing one of our money-saving Flexible Plans, you have the option of one of our premium-quality water coolers. Already have a water cooler? No problem, you can continue to use your existing water cooler. Don't have room for a water cooler? You can choose one of our convenient case plans and receive On-the-go sizes that are ready for the fridge!

Pricing, Billing and Payments

We offer easy and convenient ways to manage your billing and payment options for your bottled water delivery service.

How can I pay my bill?

Once you've become a customer, the easiest and quickest way to make a payment is through our website. We also offer the option to set up Automatic Monthly Payments through your checking account or credit or debit card. You can also use our automated phone system to safely and securely pay your balance over the phone or send a check or money order via postal mail.

How will you bill me?

We will bill you according to the payment method you establish when you sign up for your bottled delivery service. Depending on your delivery location, your first invoice may include an account deposit. All invoices will also reflect charges for any additional products ordered, as well as taxes and fees associated with your deliveries.

What are automatic payments?

Safe and secure automatic payments are required when you sign up online. With automatic payments, you never need worry again about paying your bill on time, as the exact amount from your billing period will be automatically charged to your credit or debit card. Billing amounts may vary each month depending on the delivery quantities and services you've ordered within a billing period. You can discontinue automatic payments at any time by sending a written request to Nestlé Waters North America at: 6661 Dixie Highway, Suite 4, Louisville, KY 40258. You may also contact us for assistance.

Deposits & Fees

What is your bottle deposit policy?

In some delivery locations, we may charge a standard bottle deposit for every 3 and 5 gallon water bottle we deliver, and issue a credit for every empty water bottle returned to us. Flexible Plan customers enjoy the added simplicity of a one-time account deposit, instead of a small deposit on each water bottle delivered.

Are there any additional fees that I will need to pay?

Depending on your city and state, there may be additional fees, taxes, deposits, or surcharges that we are required by law to charge you. We will always clearly display any and all fees in the billing section of your online account.

About Nestle Waters North America

The Nestlé Waters North America family of companies believe corporate responsibility is more than just good business - it's a bond we share with the communities in which we live and serve. Headquartered in Stamford, Connecticut, Nestlé Waters North America was formed in 1976 with just one brand, Perrier Sparkling Natural Mineral Water. Today, Nestlé Waters North America has 7,800 employees, 23 production facilities, and a fleet of more than 3,600 trucks which source, bottle and deliver its products across the United States with the highest standards and expertise. To learn more about Nestlé Waters North America, visit http://www.nestle-watersna.com

We're committed to providing our customers with the most natural beverage known-spring water-in a way that is most convenient for them. To do that, we must respect our spring sources and the communities in which they reside. We're also eager to provide superior service and exceed our customers' expectations every day.

We know that freshness and consistency go hand in hand. Our rigorous quality control standards help us make sure that you will enjoy the same crisp, delicious water every time you take a sip.

To maintain the purity of our water, we employ a comprehensive, multi-barrier filtration system that involves carefully controlled and continuously monitored disinfection processes in hygienically designed lines. We test our water when it comes into the plant and for consistency several times per hour at every stage of the bottling process. Every year, we screen for over 200 possible contaminants-far more than state and federal regulations require.

We believe our bottling process and our dedication to giving our customers the freshest product possible are what give our water its remarkable purity and consistently great taste.

Our Water

Why should I drink spring water? How is it different from tap water?

Taste, for starters. Many people are turned off by the aftertaste that comes from some chlorinated tap water. Then there's the question of quality. Many now worry about the threat of lead, chemicals or microorganisms in some public water systems. At Nestlé Waters North America, we are vigilant about selecting our spring sources; exacting about advanced filtration, bottling and packaging. We have to be-unlike public systems, our water is meant only for drinking. Convenience is another factor. You can't take your kitchen sink with you, but you can take the delicious, natural refreshment of spring water in an unbreakable, re-sealable user-friendly bottle-in a wide variety of shapes and sizes. That's why you see so many people toting bottled water wherever they go. Healthfulness, too. Recognizing that water is an important part of maintaining a healthy lifestyle, people are relying on bottled spring water not just for its great taste, high quality and convenience-but also for its role in helping them to achieve their personal health goals.

How often do you test your products? What do you test for and how do you maintain water quality?

We evaluate our products through a comprehensive quality assurance program based on international food safety standards that are subject to third-party validation. This includes rigorous testing of the quality of our bottled water products, from source to bottle. We perform hundreds of tests per day on each production line to safeguard the quality of our product. Our natural spring water is screened for more contaminants than state and federal regulations require – including total coliform, E. coli and lead. Our daily testing also measures parameters including pH and plate count that act as indicators of anything unusual in the water.

We lead the bottled water industry in testing and reporting on the quality of our products. We have made quality reports on the results of our testing publicly available for all of our brands since 2005.

We also employ a 10-step quality process to ensure the high quality of our spring waters. This process includes:

We employ similar multi-step quality processes to ensure the high quality of the distilled, drinking, and purified waters we sell.

How are your returnable bottles managed in the Direct factories?

We have numerous safety and testing steps in place, both in the field and at the factory.

Our 3 and 5 gallon bottles are designed to be reusable. This decreases the use of raw materials and reduces waste. Each bottle goes through a vigorous and multi-barrier process that thoroughly inspects, cleans and sanitizes the bottles.

When our route delivery staff collects empty bottles in the field, they are screened visually. If there are obvious sources of contamination, suspect bottles are removed from the supply chain and destroyed. Bottles that pass this screening step are returned to the distribution branch and then transported back to the factory. At this point, each trailer of bottles is re-inspected and evaluated by trained staff. If any remaining bottles are deemed suspect, those bottles are destroyed. Once inside the factory, each and every bottle goes through a specialized, automated “sniff” machine that detects whether there is any presence of organic compounds such as gasoline or diesel. Any bottles that test positive for contamination are destroyed. Bottles that pass all of these examinations are washed with hot detergent, sanitized with disinfectant, rinsed, then filled with water and capped. Each of these processes is tested for efficacy throughout the day.

And hundreds of tests are performed each day inside the factory to safeguard the quality of our bottled water products. These include repeated tests on the water itself, tests on the contamination detection and cleaning equipment used in the bottling process, and inspections by our staff.

How long can unopened bottles of water be stored?

The U.S. Food and Drug Administration (FDA), which regulates the bottled water industry, does not require a shelf life for bottled water. Bottled water can be used indefinitely if stored properly, but we recommend no more than two years for non-carbonated water, and one year for sparkling water.

How should I store the water?

Bottled water should be stored in a cool (i.e. room temperature), dry environment away from sources of odor, such as household cleaning products, solvents such as gasoline, paint thinners and other toxic or odorous materials, and away from direct sunlight. A partially consumed bottle should be capped when not being consumed.