How Delivery Works – An Overview
When you sign up for our water delivery service, you will enjoy the convenience of repeat deliveries tailored to your needs. You select the frequency and quantity of bottles desired, and your standard delivery day is based on your location.
Secure Payment and Auto-Renewal
Your payment information will be stored securely, and you will be charged in advance for each delivery. The service will automatically renew after each delivery cycle. If you wish to skip or modify an order, you can easily do so by calling or sending us an email. To cancel your service, just log in to your account online at any time. There are no cancellation fees or minimum service requirements.
Bottle Deposits
Upon starting your service, you will need to pay an initial Bottle Deposit based on the number of bottles ordered. Additionally, a Supplemental Deposit may apply for any extra bottles collected during your time with us. Rest assured, all Bottle Deposits are refundable when you return the bottles at the end of your agreement.
Learn More
For further details and answers to additional common questions, please continue reading!
Delivery Service FAQ
Per Delivery Minimums
Our minimum delivery requirement is 10 gallons per delivery, which is most commonly fulfilled in one of two ways:
Two 5-gallon bottles
Four 3-gallon bottles
Weight Considerations
If you’re concerned about weight, we suggest opting for the 3-gallon bottles, which weigh 24 pounds each.
Space Considerations
For those with limited space, you can meet the minimum by ordering just two 5-gallon bottles.
Order Frequency Minimums
There are no minimum monthly order requirements for our service.
If you find that your needs exceed a delivery frequency of more than once every six weeks, please reach out to us to explore our On-Demand options.
When to expect your deliveries
Your delivery day is determined by your location, with services available once a week in each area. Your first order will be scheduled for the earliest available delivery day, which could be the following week.
Delivery Schedule by Area
Monday: Northwest Reno (north of I-80), North Valleys, Cold Springs, Verdi
Tuesday: Sparks (north of I-80), Spanish Springs, Sun Valley
Wednesday: Southeast Reno (east of I-580), Damonte Ranch, Hidden Valley, Huffaker Park, Virginia Foothills
Thursday: Carson City, Mound House, Washoe Valley, South Meadows (west of I-580, south of Bartley Ranch), Galena
Friday: Southwest Reno (south of I-80, north of Bartley Ranch), Caughlin Ranch, Midtown, Downtown
Delivery Timing
Our driver will arrive at your location between 9 AM and 5 PM. Please note that holidays and other busy seasons may affect this delivery window. Exact delivery times vary daily due to routing logistics and delivery load. To ensure you don’t miss us, we recommend leaving your empty bottles out for pickup by 9 AM on the morning of your delivery.
Business Deliveries
While we cannot guarantee a specific arrival time at your location, we will strive to accommodate your operating hours if scheduling allows. Please inform us of your hours so we can do our best to meet your needs.
Preparing for Delivery Day
Please place your empty bottles in the area where you would like the full bottles to be delivered.
If you have any damaged bottles, please clearly label them and set them out with your other bottles. We will adjust them in your bottle inventory records, and recycle them.
To facilitate a smooth delivery, please ensure safe access for our driver by:
- Shoveling and salting pathways during winter
- Restraining pets
- Unbarring gates and entryways or providing access codes ahead of time
Making Changes to Your Order
You can easily modify your bottle quantity, adjust your delivery frequency, skip a delivery, or suspend your service at any time. Just give us a call or drop us an email, and we will be happy to take care of everything for you!
To ensure we can accommodate your requests, please notify us of any changes at least 48 hours in advance. This allows us to:
- Adjust the auto-billing system before charging your account.
- Prepare your order in time for delivery day.
- Bring the appropriate number of bottles so you don’t run out of water.
- Avoid unnecessary trips if you don’t need water.
But don’t worry! If you inform us of a skip with less than 48 hours notice and your account has already been charged for delivery, the fee will simply be applied to your next delivery.
Refusing Delivery
Please be aware that refusing delivery on-site will incur a $20 fee to cover our time and expenses. Additionally, for health and safety reasons, we cannot refund unused bottles of water once they have left our possession, even if they remain sealed.
Ordering a Special Delivery
We offer special deliveries to Reno or Sparks that fall outside of our regular delivery schedule for an additional fee of $35. We will do our best to accommodate your request, provided there are no unavoidable scheduling conflicts.
Please note that special trips are not available for locations beyond a 10-mile radius from our facility.
Eco-Friendly Bottles and Accessories
We deliver water in BPA-free plastic bottles, available in both 3-gallon and 5-gallon sizes. These bottles are not only reusable but also recyclable, ensuring they do not contribute to landfill waste.
For dispensing water, we recommend ceramic crocks and wooden stands. Any accessories you purchase during signup will be delivered with your first delivery.
Purchasing Delivery Bottles for Personal Use
If you wish to keep your delivery bottles for personal use, you can purchase them at full retail price, plus any applicable taxes. Your current deposit, if any, will be credited toward the purchase price, and we will charge your card for the remaining balance, including sales tax on the total bottle value.
Alternatively, you may return your delivery bottles for deposit credit/refund, and purchase new bottles at the same price.
Bottle Deposits and Supplemental Deposits
Initial Bottle Deposit
When you first sign up for our service, we charge an initial Bottle Deposit based on the number of bottles you order. This deposit is held for as long as you have bottles at your location.
Supplemental Deposits
If you accumulate more bottles than your initial Bottle Deposit covers, we will charge a Supplemental Deposit for the additional bottles. To avoid Supplemental Deposits, always remember to leave your empty bottles out by 9 AM on delivery day, and skip deliveries if you’re getting overloaded.
Deposit Amount
The bottle deposit is $10 per bottle. Bottle deposits are subject to all applicable taxes if used to replace a damaged bottle.
Deposit Refunds
Active Service: If your total deposit exceeds the number of bottles at your location, you can request a credit for future deliveries.
Please note that credits are not automatically applied after you return bottles; instead, they are stored for future use to cover the natural fluctuations in your bottle inventory. However, we’re more than happy to apply a credit to your account upon request.
Service Cancellation: Bottle Deposits are refunded when bottles are returned in good condition within 30 days of account cancellation.
Bottle Care, Replacement, and Purchase Policy
Handling and Storage
- BPA-free bottles can be fragile. Please be gentle when moving them inside.
- Use bottles for water only.
- If possible, store full bottles indoors. Freezing temperatures and extreme heat will cause them to expand and warp if caps are sealed.
- When placing empty bottles outdoors for pickup, lightly cover them with their lids to protect their interiors, but do not seal to avoid expansion.
Proper care helps prevent damage from weather extremes and contamination.
Bottle Responsibility and Replacement Policy
In most cases, customers are responsible for bottles that are damaged due to mishandling, contaminated, or lost. A replacement fee of $10 +tax per bottle will be charged in these instances. Minor scratches and scuffs are considered normal wear and tear and will not incur replacement fees.
For health and safety reasons, bottles that have been in your possession for over a year, and bottles taken to Burning Man, will be automatically recycled, and the deposit forfeit. We appreciate your understanding and cooperation in maintaining the quality and safety of our bottle supply for all customers.
If you have broken or contaminated bottles, please leave them out with your other empties and clearly mark them for our attention. This allows us to remove them from your bottle count and recycle them properly.
Reasons for Missed Deliveries
There may be occasions when you do not receive an expected delivery. If you’re unsure why your water hasn’t arrived, please feel free to contact us. Here are some of the most common reasons for a missed delivery:
- Physical Impediments: Blocked roads, dangerous or icy passageways, or unrestrained animals can prevent our driver from completing the delivery.
- Safety and Security Concerns: Our standard policy is to deliver bottles to locked office or business doors, even if the door is typically unlocked. However, we may choose to skip the delivery if we believe that leaving bottles unattended could pose a serious risk of theft, especially during holidays; or if you have previously requested that we do not leave bottles unattended. If you have specific preferences regarding your delivery, please let us know, and we will do our best to accommodate your needs!
- Payment Issues: If your credit card is declined, you will be notified by email, and your service will be paused until payment information is updated.
- Overloaded Bottle Supply: If our driver notices that you have an excessive number of bottles, they may skip the next delivery to help you avoid Supplemental Deposit fees. You are welcome to let us know if you prefer that we always deliver the full amount of bottles, regardless of overload.
- Refused Delivery: If someone at your location refuses the delivery, a $25 trip fee will be assessed, and the delivery will not be completed.
If any of these situations apply to you or if you have other questions regarding your delivery, please don’t hesitate to reach out!
When and How You Are Charged for Service
Your account is automatically billed to the credit card on file the day before your scheduled delivery. To keep you informed, you will receive an email reminder in advance, allowing you to skip or adjust upcoming deliveries before the charge is processed.
Adjusting Your Order
Before Charge: You can freely skip or adjust your order prior to the billing.
After Charge: If you decide to skip or adjust your order after the charge has been processed, the fee will be applied as a credit to your account for future deliveries.
If you have any questions or need assistance with your account, please don’t hesitate to reach out!
Cancelling or Placing Your Account on Hold
Placing Your Account on Hold
You have the flexibility to place your account on hold or resume service at any time. You can easily do this by:
Online: Log into your account and click the “Suspend” or “Resume” button.
Contact Us: Reach out to our customer service team for assistance.
Cancelling Your Service
You can cancel your service at any time using one of the following methods:
Online: Log into your account and click the “Cancel” button.
Written Cancellation: Send us a written cancellation request via email or letter.
Please note that verbal cancellations cannot be accepted.
Important Notes:
- After cancellation, a Bottle Deposit will be applied to your account for each bottle not already covered.
- This deposit is fully refundable upon return of bottles in good condition within 30 days of cancellation.
If you have any questions about putting your account on hold or cancelling your service, please don’t hesitate to contact us for assistance.
Agreement to Property Access
By signing up for our service, you agree that our representatives may enter your property for the following purposes:
- Performing deliveries
- Installing products
- Picking up bottles or equipment
- Administering your delivery account
We assure you that all services will be conducted in a timely, careful, and respectful manner. If you have any specific concerns regarding access to your property, please feel free to discuss them with us.
Communication Policy
Email is our primary method of communication. To sign up for our service, you must have an email address, which will be used to send you:
- Receipts
- Reminders of upcoming deliveries
- Holiday notices affecting your delivery schedule
- Important account notifications (e.g. impending fees, declined credit cards, major policy changes)
We want to assure you that we do not send promotional emails or spam. Please take a moment to read our emails and consider adding us to your whitelist to ensure you receive all important communications. If you have any questions or concerns, feel free to reach out!
Last Updated 10/9/24
At a Glance
Delivery Pricing
$2.50 per gallon
Alkaline or Purified Drinking Water
Minimum Order:
10 gallons
Bottle Deposit Fees
$10 per Bottle
Full Bottle Weight
3-gallon bottle: 24 lbs
5-gallon bottle: 40 lbs
Delivery Areas
Mon: North Valleys, Northwest Reno
Tue: Sparks, Spanish Springs
Wed: Southeast Reno, Damonte Ranch
Thu: South Meadows, Carson City
Fri: Southwest Reno, Caughlin Ranch
Holidays
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day & Black Friday
Christmas Day