Frequently Asked Questions

Have a question? Look below for a selection of frequently asked questions regarding bottled water products, water dispensers, and delivery services for the answer.

If you don't find your question here, please Contact Us and we will be happy to help find an answer to your question.

Bottled Water Questions

Fluoridated Water Questions

Water Dispenser Questions

Delivery Service Questions

Bottled Water Questions

When you consider that water plays a role in every body function and is found in every living cell, it’s no wonder you can’t live without it. If you want to know more about the benefits of proper hydration, visit the pages throughout the About Bottled Water section of water.com

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 at http://tonto.eia.doe.gov/oog/info/wohdp/diesel.asp.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 U.S. Department of Energy website located at http://www.doe.gov/engine/content.do. We will monitor the need to continue the surcharge and will adjust accordingly. For a current view of the surcharge rate, click here.

Product availability depends on your location and may include Spring, Purified Drinking Water, Purified Water with minerals added for taste, Distilled, Fluoridated and Artesian Water offerings. For product availability specific to your area, enter your zip code where requested. Didn’t know there was a difference? Read more about the different water types

The majority of our water comes from deeply protected water sources originating 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 are certified by licensed geologists, verifying the authenticity of the spring water. We ensure that our bottled spring water contains the same mineral content as the spring source water by using a state of the art, world class, three-step process:

      1. Ultraviolet light disinfection
      2. 1 micron filtration
      3. Ozonation

Learn more about our bottled water quality in our quality standards page in "About Bottled Water." Or, for specifics, view our water quality reports.

Depending on your location, we deliver a wide variety of container sizes such as:

      * 5 Gallon Returnable Bottles
      * 3 Gallon Returnable Bottles
      * 2.5 Gallon Bottles (3/Case) in select markets
      * 1 Gallon Bottles (6/Case) in select markets
      * 16.9 oz. (.5 L) Bottles (24/Case)
      * Net 24 oz. Screw Top and Sports Top Bottles (24/Case)
      * Net 8 oz. with added Fluoride Screw Top and Sports Top Bottles (24/Case)

Each family or office consumes water at its own pace. As a general rule, an adult will typically use an average of five to ten gallons a month. To estimate how much your household or office might need a month, use our hydration calculator.

Having our water delivered to your home or office is refreshing, convenient and affordable. For about a dollar a day you can have crisp, refreshing bottled water delivered.

As of this time, we only use returnable plastic bottles. Not only does it weigh less and is safer to deliver, but it also recyclable. In some select markets, we carry premium water in glass bottles but this is limited to very few specific markets.

PET (polyethylene terephthalate) is a clear, tough polymer that provides an excellent barrier against oxygen and carbon dioxide. Because of those properties, it has become the plastic material of choice for food and beverage packaging. Consistent with studies by regulators and independent research groups, a 2000 report from the International Life Sciences Institute indicates that “PET itself is biologically inert if ingested, is dermally safe during handling, and is not a hazard if inhaled.”

Bisphenol A – BPA

On August 14, 2008, the U.S. Food and Drug Administration (FDA) released a "Draft Assessment of Bisphenol A for Use in Food Contact Materials." In the draft report, FDA stated that the agency continues to consider typical exposure of humans to bisphenol A as being safe. With regard to BPA thus far, the science the FDA has reviewed does not justify recommending that anyone discontinue using these products. For more information, visit http://www.bisphenol-a.org/.

Absolutely! This is partially the reason we can offer such high-quality water at an affordable price. When we deliver new 3 or 5-gallon bottles to your home, we pick up the empty bottles, which we sanitize thoroughly and reuse.

Until January 2006, New Jersey was the only state that required a two-year expriation date on bottled water. Thankfully, the New Jersey legislature rescinded that labeling requirement last year. Today, our bottled indicate a "best by" date. Water should be stored in a cool (40 to 60 degrees), dark (away from sunlight) and dry (modest humidity-less than 50%) place. It should be as far away as possible from substances such as chemicals, detergents, cleaning supplies, gasoline, etc.

Our product is a natural product that contains no chemicals or preservatives. As a result, extended exposure to the sun can cause bacterial growth. To prevent this common and natural process from occurring and to maintain the quality of your bottled water keep the bottle out of direct sunlight and place in a cool, dry, chemical free area. If stored properly, water in 3 and 5-gallon containers has a shelf life of two years. Smaller containers, 1 gallon and 2.5 gallon bottles, are made with a thinner grade of plastic than larger bottles and have an optimal shelf life of about 6 months (but remain drinkable for two years). They have a shorter shelf life because they are more permeable to outside odors. Again, the key is how water is stored.

One obvious solution is to obtain home delivery for your water. This ensures that you always have the purest water available for drinking through the year. If you are wondering how much you should have on hand at a time, the Red Cross recommends 1 gallon per person per day for a week. Learn more about steps you can take to prepare for emergencies.

Thank you for your interest. Please contact us at: 800.682.0246

Thank you for your interest. Please reach out to our Marketing Contact at: info@water.com

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Fluoridated Water Questions

Fluoride is a mineral that occurs naturally in all water sources, including the oceans, lakes and in underground water sources. Extensive research shows that the optimal level of fluoride not only reduces cavities in children and adults but that it also helps repair the early stages of tooth decay even before the decay is visible.¹ Fluoride can be obtained in two forms: topical and systemic. Topical fluorides are found in many types of toothpaste, mouth rinses and in gels or pastes applied in the dental office. Systemic fluorides are those that are in ingested by drinking fluoridated water and dietary fluoride supplements in the form of tablets, drops or lozenges and they are integrated into children’s teeth as their teeth form.¹

1 Fluoride and Fluoridation, “Fluoride: Nature’s Cavity Fighter in the News” and “Fluoride in Our Bodies,” The American Dental Association, (http://www.ada.org/public/topics/fluoride/news.asp).

Fluoride makes the outer layer of teeth, the enamel, stronger. When the enamel is strong, teeth are less likely to get cavities. Fluoride helps prevent cavities and decay by coming in direct contact with the tooth enamel. The American Dental Association (ADA) continues to support water fluoridation in drinking water at the optimal range of 0.7 to 1.2 parts per million (ppm) for the general public, as recommended by the United States Public Health Services (USPHS).^{2 and 3} That is why we offer fluoridated water as part of our portfolio of bottled drinking products that have fluoride levels of 1.0 ppm or less. ²

2 ADA Statement on Fluoride in Drinking Water: A Scientific Review of EPA’s Standards, ADA, March 22, 2006 (http://www.ada.org/public/topics/fluoride/news.asp). According to the ADA, babies less than one year old need less fluoride than everyone else because they are so small. “Interim Guidance on Reconstituted Infant Formula,” ADA, November 9, 2006.

3 While the ADA, CDC and USPHS discuss intake levels of fluoride in drinking water, these organizations do not sponsor, approve, certify or endorse our brands of fluoridated bottled water.

No. Unless specified, most bottled waters don’t contain added fluoride. Drinking Fluoridated Water along with good regular dental hygiene may help you and your entire family reduce the number of dental cavities.

Absolutely. Whether it’s used for soup, hot chocolate, ice cubes or drinking, Fluoridated Drinking Water is safe for regular use – anytime and anywhere. Plus, the level of added fluoride may help reduce the risk of dental cavities for everyone in your family.

No. Fluoridated Drinking Water has the same great taste, purity and high quality as our other drinking water products.

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Water Dispenser Questions

We offer an array of water dispensers and products to service all of your bottled water needs. Our water dispenser models include both electrical and non-electrical options that serve water at a variety of temperatures (hot, cold and room temperature). Dispenser availability depends on your location. For product availability specific to your area, enter your zip code where requested.

We are water specialists and can still deliver any of our bottled water products that are available in your area. In fact, our 5-gallon water bottles are industry standard, so fitting your dispenser is no problem. Plus, if you prefer the convenience of single-serve bottles we have a variety of sizes available. Order individual products online or call 800-669-3402.

Choosing to rent a water dispenser service from us means you are getting a dependable, high quality unit with a guaranteed warranty. Should any problems arise with your dispenser, we don’t attempt to repair your unit on your premises. Instead, an immediate replacement is provided. When you purchase a water dispenser, your warranty is limited. Because water dispensers are refrigeration units, repairs can be extremely costly. If you purchase your dispenser elsewhere and something goes wrong, it can be very expensive to repair if you don't have a warranty. Also, should any problems arise with a purchased dispenser; you might have to wait for a technician to correct the problem.

Our hot water dispensers offer child-resistant spigot options that make it more difficult for young children to operate, thus reducing the chance of injury.

Placing a bottle on the dispenser is easy; but it depending on the size might be awkward . If your dispenser does not have a water guard system, remove the cap from the bottle, and place the onto the dispenser. If your dispenser has a water guard system, remove the label from the top of the bottle cap and place the bottle with cap onto the dispenser.The spill-safe attachment on all our dispensers will push open the valve in the cover saving you from spilling or contaminating the water. For more information see "No Spill System" or dispenser cleaning instructions.

The plastic part you see floating is part of the safety cap that allows the "spill free" system to work. Like most technology, though, the cap is imperfect and if you place the bottle on the dispenser at an angle this small plastic piece sometimes becomes detached and floats up into the bottle. Don't worry - it is food grade plastic and safe. Plus, it is too large to flow through your reservoir into your cup. Just remember, if you remove your bottle before it’s empty, it will no longer be "spill free".

If you have a "spill-free" type bottle, grip both sides of the bottle and pull it straight up. If you are removing a bottle that still has water in it, the bottle should not spill as long as the original white plastic piece has not floated up inside the bottle and the covering cap has not been removed.

1. Check to make sure the dispenser is plugged in and that the circuit breaker isn't tripped. Sometimes we overlook the obvious.

2. Next, keep in mind that your dispenser is made to cool approximately one gallon of water to 43 degrees every 30 minutes. If the weather is warm and the dispenser is getting a lot of usage, it's like being the last kid in line getting a drink after gym class. One dispenser just can't keep up with the volume. You may need to order more dispensers to meet the demand.

3. If the water's cool, but not cold enough, there is a thermostat on the back wire fence that can be adjusted. Turn the screw on the back middle thermostat clockwise to make the water dispenser and counter-clockwise to make it warmer. Turning all the way to the left (counter clockwise) will turn off the cooling capacity. Make adjustments slowly and don't immediately turn it all the way up. Wait 30 minutes between adjustments to see if you are at your desired temperature.

If the water isn't cool at all and adjusting the thermostat doesn't work, you probably have a mechanical problem. Call your route sales representative or Contact Us.

There is a hot tank switch on the back of the unit that needs to be in the on position. If the switch is on and the water is not hot, we'll need to check your dispenser to evaluate and correct the malfunction. Call your route sales representative or Contact Us.

The very first thing you should do is unplug the unit. Stop all electricity going to the unit to avoid further damage. The unit will need to be exchanged. We DO NOT recommend you to fix this problem yourself. Please call customer service at 1-800-4-WATERS (492-8377) and we will have the dispenser exchanged.

Simply tighten the top of the water spigot; underneath the lever. If the water is still dripping out after you tighten the top, call customer service at 1-800-4-WATERS (492-8377)and we will be glad to help.

If your dispenser is leaking, please remove the bottle. Nine times out of ten it's not the dispenser, but the bottle that is causing the leak, especially is the leak isn't coming from the front (out of the spigot), and looks like it is coming out the top or back.

After many cycles of cleaning and sanitizing, polycarbonate bottles can sometimes develop a tiny fracture or a pinhole. It may initially hold water, but once the bottle is placed on the dispenser and the water level drops during use it cannot hold the vacuum which develops. It is the vacuum which keeps the water in the inverted bottle.

To determine whether a bottle is leaking, remove it from the dispenser. Allow the dispenser to sit without the bottle and without anyone using it for at least one hour. After the hour, if you can fill a cup of water from the dispenser without putting a new bottle on the dispenser then the bottle is defective. You will have to replace the bottle on the dispenser. Return the damaged bottle to your driver on your next delivery day, marked prominently with the word LEAKER. The bottle will be taken out of production and recycled into other products made of polycarbonate. If you have trouble or it makes a mess, please Contact Us and we'll be glad to help.

Voluntary cooler recall information for model JC240 delivered by DS Waters between April, 2004 and August 2006 can be found here.

Actually, it's not a drain - it's a just a drip tray, so whatever falls into the drip tray will stay there until removed. To clean the drip tray, pull up on the tray and it should detach from the water dispenser. Be careful to pull smoothly or whatever is in the tray will slosh. Clean the tray with warm soapy water and place back on the dispenser.

Download dispenser cleaning instructions here.

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Delivery Service Questions

To find products available in your area, please enter your zip code where requested on this site or visit the delivery options page.

Our company has produced and distributed many top-quality water brands across the country with some dating back to 1888. To find out more about the brand in your area, enter your zip code

DS Waters takes all necessary steps to meet industry standards in securing our website. The servers that host water.com are kept in a secure location, and may be accessed solely under the instruction of DS Waters for maintenance and upgrades. Certain sensitive data transmitted on this site is stored behind "firewalls". Access to the data is limited to authorized employees of DS Waters and agents acting under express instruction from DS Waters. We are also SSL compliant. Please view our Privacy Policy link below for more information.

If You Rent a Water Dispenser: you will need to be available during the installation period only. We will contact you to schedule a convenient delivery time to install your dispenser in your home or office and show you exactly how your dispenser works. After the initial installation, you do not need to be home for deliveries. (Please read water service delivery below)

Water Delivery Service without a Dispenser Rental: If you are ordering water service only, it is not necessary to be there when your product is delivered. Simply select a location at your home or office and our route sales representative will leave your water there each time. If you are going to receive regular deliveries, you can leave your empty bottles in the same location and your route salesman will replace them with new bottles of water. Refer to your delivery calendar for your next scheduled delivery date. Or, sign up here to receive delivery reminders via email.

Your delivery schedule depends on your location route. On your initial delivery, your route sales representative will provide a delivery calendar. Or, if you want to manage your account online, you can Or, sign up to review your delivery calendar, get reminders, see invoices and set up payments. Plus, if you need to change your delivery schedule, you can talk to your Route Sales Representative, edit your delivery preferences online or call us at 800-669-3402.

If you run out of water before your next scheduled delivery, please visit www.water.com or call a friendly customer service agent who can determine availability of a special delivery as soon as possible.

There is a one year service agreement required with water dispenser rental.

We are great recyclers! As a result, we have to keep up with our containers.. A 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 Route Sales Representative. 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.

If you are a Value Plan customer, the number of bottles received and returned will be shown on your invoice each billing period; however, you will not be charged additional bottle deposits or issued a refund of your bottle deposits each billing period. Any additional bottle deposits may be charged or a refund of your bottle deposits issued to you only upon final bottle reconciliation performed upon expiration or termination of your service.

For questions about your invoice, please visit: our self-service site.

Within 2 business days of placing your order, you should receive a call to schedule your installation and/or delivery.

The credit check is used to determine the eligibility of starting home delivery service. All personal information provided when opening an account will be used solely for performing a credit review with a leading credit agency.

Yes. Like many sites, water.com uses "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 log in with a user name and password to place an order. Please note that if you prevent your browser from accepting cookies, certain features of the site may be disabled.

We respect the privacy of our customers, and any information you supply us with to complete your order is kept in the strictest confidence. Please refer to our Privacy Policy for more information. If you have any questions regarding our Privacy Policy, please contact us at customerservice@water.com.

Your credit card will be charged each period for your water delivery at the time of service. You will receive a delivery ticket each billing cycle showing what you received and the amount to be billed to your credit card. To change your payment options after your initial delivery, please call our office at 800-669-3402. Please note: Service will continue until we are notified otherwise.

Yes. We offer a wide variety of gourmet and specially blended coffees, coffee related products (such as cups, cream, sugar, etc.) tea, cocoa and snacks to businesses and commercial accounts. If you are interested in our coffee service, please discuss this with your Route Sales Representative or complete the coffee service request form and a specialized member of our coffee team will schedule an appointment.

In addition to bottled water, water dispensers and complete office coffee service, we also offer filtration service.

There are three ways to contact us and get your questions answered:

      1. Email us at customerservice@water.com. {Please include your account number, or area code and phone number
          for the location receiving service. We will get back to you within 2 business days.}

      2. Leave a note for your Route Sales Representative on the day of your delivery and ask to be contacted.

      3. Call our Automated Voice System at 1-800-444-PURE (7873). {Before you call, please have your account
          number, or area code and phone number for the location receiving service.}

          Our Voice System will allow you to:

               * Order water or cups

               * Check your delivery schedule or skip a delivery

               * Answer billing and payment questions

               * Make a payment