Deliveries and Returns
Our delivery service offers you ultimate flexibility when it comes to managing your account. By using our convenient web site to manage your account, you'll be able to view an entire year's delivery schedule at one time. You can also make changes to your delivery schedule such as adding extra deliveries or suspending a delivery if you're going to be away.
Understanding the Basics
- How often will water be delivered to me?
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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?
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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?
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Once you have completed your order, your Arrowhead
route salesperson will contact you to confirm your order and review the specifics
of the delivery location—including your building's security situation. We currently
deliver to many buildings with different levels of security. There is a good chance that
your route salesperson 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.
- How will I know when to expect my bottled water delivery?
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We'll email you a delivery reminder 2 business days prior to your upcoming water
delivery so you can confirm your order and add any additional products you'd like
to receive. Plus, you'll receive a printed delivery schedule that will tell you
exactly when you will receive your upcoming deliveries so you can plan ahead.
- Do I have to be home to receive my water delivery?
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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?
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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? View our case plans
Adding Products and Changing Quantities
- Can I change the number of water bottles I receive per delivery?
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Absolutely. We know things change, that's why as a Pure Savings Plan customer you
can change your Plan at any time without penalty. Feel free to switch between any
of our available Pure Savings Plans by modifying your account online or contacting
a customer service rep.
- Is it possible to add other products to my delivery?
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Sure. We offer a variety of natural water products in a wide range of packages and
sizes to fit your lifestyle. In addition to spring water products, we also offer
selections of sparkling water, mineral waters, coffee products, and Super C vitamin
drink mixes. Simply select your Pure Savings Plan and water cooler and then select
the additional products you're interested in.
Rescheduling, Adding, Skipping, or Suspending Deliveries
- Can I reschedule my delivery?
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As a Pure Savings 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 Pure Savings 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.
Returns
- What do I do with my empty bottles?
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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 Pure Savings Plan customer, we will always deliver the same,
standard number of bottles for your plan, no matter how many empties you leave out.
- Are your 3 and 5 gallon bottles recycled and reused?
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In an effort to reduce waste and care for our environment, Nestlé Waters North America has
instituted various programs that decrease the amount of raw materials used in our bottling
process. Among these programs is the reuse of our 3 and 5 gallon containers — in fact, our
company leads the industry in the reuse of these containers. They are returnable, and can
be washed, sanitized and re-used many times over their lifespan. We recycle these bottles
ourselves in our home & office delivery business, using extensive inspection and sanitation
procedures.