We understand that you may have questions about your service, billing and products; therefore, we have provided answers to some of our customers’ most frequently asked questions. Any additional questions you may have for “The Water Guy”™, please contact us at firstname.lastname@example.org or 800-924-6841 for assistance.
How do my deliveries work?
Your delivery is automatically scheduled every four weeks, unless alternative accommodations have been made with your Sales Representative. Your delivery calendar can be viewed by logging into your account.
Creating an account in our eStore will allow you to do various tasks such as schedule additional deliveries, add product to an existing delivery, view your account information, pay your bill and view our products.
What should I expect on the days leading up to my delivery?
The day before your delivery date you will receive an email or phone call reminding you of your delivery the following day. If you would like to communicate specific instructions to your driver or make additional requests, you can log in to your account, call 800-924-6841 and speak with a Customer Service Representative or email email@example.com with your request before 3pm the business day prior to your delivery.
If you are a 5- or 3-gallon customer, please leave all of your empty bottles out the night before your scheduled delivery. Your Route Salesman may arrive to your location early the morning of delivery.
Our coffee customers should place an order online, before 3pm the business day prior to your delivery, to ensure your Route Salesman is bringing exactly what you want to satisfy your coffee needs.
I am a current customer. How do I manage my account online?
Follow these easy steps:
- Go to the existing customer sign up page.
- Enter your account number (found on your latest invoice). Enter your zip code ( you may choose from your billing zip code or your delivery zip code).
- Click Sign Up.
- Create a username, password and enter the email address you would like associated with your account.
- Click Activate Account.
- You will receive a confirmation message that your account has been activated successfully.
- Click the Sign in link and use the username and password you just created to log in to your account.
Once your account has been created you can continue to manage your account by going to waterguys.com, clicking “My Account” on the top right and entering your username and password when prompted.
How do you invoice?
Here at “The Water Guy”™ we are dedicated to sustainability; therefore, we send all invoices via email within one business day after delivery.
What is a bottle deposit?
A bottled deposit is charged for each 5- or 3-gallon bottle delivered on your first delivery. The deposit is then refunded once the bottle is returned. Each empty bottle that remains in good condition will be considered a credit to be applied to your next delivery and offset additional bottle deposit charges. When there is an even exchange between bottles, you will not see a bottle deposit charge.
Please note that foreign substances should not be places in our bottles, and out bottles should be treated with care in order to keep the deposit credit. Any bottle damaged at the customer’s location is subject to a $9.00 charge.
What if I want to skip a delivery?
Not a problem, as long as it is prior to 3pm the business day before your delivery. If you are not in need of product on your delivery date, please call 800-924-6841 or log in to your account to skip your delivery and avoid off route charges. Please note some minimum purchase requirements and rental charges may still apply.
We help our customers manage their inventory in order to avoid additional off route charges. Our Route Salesmen and Customer Service Representatives will gladly work with your inventory needs to adjust your quantities and ensure you are never overstocked.
What if I want to add product or change my order?
Not a problem, as long as you request the addition or change prior to 3pm the business day before your delivery. If you would like to change your order, please call 800-924-6841 or log in to your account.
Do you have additional products other than water?
We carry a variety of not only water types, sizes and packages but also many other products and equipment. We offer other essential products for your home or office. Choose from brands like Hint, La Croix, and Coca Cola, or a variety of items from cups to beverage accessories. Shop our essential products or call a Customer Service Representative at 800-924-6841.
Please note that any order for additional products should be placed prior to 3pm the business day before your delivery.
Who is my contact person?
Our Customer Service Representatives are available 8am – 5pm Monday through Friday and will be able to assist you with any questions or concerns.
What should I do if my bottled water cooler or water filtration system is leaking or not working?
In an event our office is closed and you are experiencing trouble with your bottled water cooler or water filtration system, we have provided steps for you to troubleshoot the issue until we are able to assist you further.
If the above trouble shooting steps do not solve your cooler issue, please contact us during business hours to schedule maintenance.
How do I set up my bottled water cooler?
- Place cooler at least 4 inches from the wall.
- Place bottled on the cooler and draw water from each spigot until you get a steady stream.
- Plug coolers into an outlet.
- If it is a hot/cold cooler make sure to turn the hot switch ON. (The switch is located on the back side of the cooler.)
- Water will become warm within 20-30 minutes.
How should I store and how long can I store bottled water?
The FDA, which regulates bottled water as a packaged food, has determined that there is no shelf life for bottled water and therefore does not require an expiration date on these products. However, “The Water Guy”TM provides a ‘best by date’ on our bottled water which is always one year after the bottling date.
Bottles should be stored under proper conditions and handled properly at all times, including protection from freezing, heat, sun exposure or other adverse weather conditions. In addition the International Bottled Water Association (IBWA) advises consumers to store bottled water away from solvents and chemicals such as gasoline, paint thinners and dry cleaning chemicals.
Customer must inspect all water bottles upon delivery and notify “The Water Guy” by the next business day of any leaks or other defects.
What is the bottling process of my bottled water?
Is “The Water Guy” water Kosher certified?
Yes, “The Water Guy”™ spring, distilled and purified enhanced bottled water met all the criteria required by a Kosher certified agency to achieve Kosher certification under the pareve category.
How many ounces are in each of your product packages?
(1 gallon = 128 ounces)
5 gallons = 640 ounces
3 gallons = 384 ounces
1 gallon (6 pack) = 768 ounces = 6 gallons
3 liter (6 pack) = 608.4 ounces = 4.74 gallons
24 oz (24 pack) = 576 ounces = 4.5 gallons
16.9 oz (24 pack) = 405.6 ounces = 3.17 gallons
8 oz (24 pack) = 192 ounces = 1.5 gallons
How can I find out more information about the bottled water industry?
Both the IBWA (International Bottled Water Association) and Bottled Water Matters are both great resources for bottled water information. Further information can be found at the Drinking Water Research Foundation (DWRF).
Please contact us at firstname.lastname@example.org or 800-924-6841 with any additional questions.