Nestle Waters FAQ
FAQ
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Accounts and Billing
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Below you can find out more about how to make changes to your account as well as Billing policies.
 

Jump to an Accounts & Billing section below:
 
 
 
 
 
 
 
 
MANAGING YOUR ACCOUNT BASICS
Can I change the number of bottles I receive per delivery?
Yes, you can change the number of bottles and types of products you would like delivered by editing your order through our website 24 hours a day, 7 days a week via the My Deliveries section.
Can I reschedule, add or skip a delivery?
Yes, you can customize your delivery schedule to fit your needs. Feel free to reschedule, add or skip a delivery. Customize your delivery schedule by managing your account online 24 hours a day, 7 days a week via the My Deliveries section. Skipped deliveries may be subject to certain fees and restrictions, see Terms and Conditions of Service section for details.
Do I have to be at my home or office to receive my delivery?
You are only required to be at your home or office to receive a delivery if we are arriving to set up or pick up a water dispenser.
MAKE CHANGES TO YOUR ACCOUNT SETTINGS
How do I change my billing or delivery address?
To ensure that your delivery address is in one of our serviceable areas and that there is no interruption in your service, you cannot change your delivery addresses online. Please contact our Customer Service Center at 800-950-9393. Our Customer Service Representatives will be happy to set up service at your new address.
Am I able to transfer my account?
Yes. There are two ways to transfer your account to another person.

By postal mail:
1. Download our change of ownership form (Adobe PDF) for Home Accounts or Office Accounts
2. Print and fill out the form.
3. Mail it to:

Arrowhead Water #216
6661 Dixie Hwy, Suite 4
Louisville, KY 40258

By e-mail:
1. Download our change of ownership form (Adobe PDF) for Home Accounts or Office Accounts
2. Print and fill out the form.
3. Scan the form and e-mail it to ar.direct@waters.nestle.com

The Change of Ownership form along with the appropriate signatures is required. When we receive the form, we will make the appropriate changes to your account. We will contact you if there are any problems processing your request.
How do I update my email address?
You can update your registered email address at any time by logging into your account and selecting the "Profile Settings" section under “My Account.”
Within this section, you can choose to receive Paperless Monthly Invoice and upcoming delivery reminders. You can also elect to receive exclusive offers and other service related updates via email.
Where do I modify my preferences about receiving invoices, email delivery reminders, and promotions?
You can change or update your email preferences at any time by logging into your account and selecting the "My Profile" section. Within this section, you can update opt in/out of monthly invoice reminders via email, as well as reminders of upcoming deliveries via email. Electronic invoices are sent as PDF files, to view them you will need to download a free program called Adobe Acrobat Reader if you don’t already have it.
What happens if I move?
We offer home and office delivery of all our water & beverage brands in many areas across the United States. We make it easy to transfer your delivery service to your new location – across town, or across the country.
Please contact our Customer Service Center at 800-950-9393. Our Customer Service Representatives will be happy to set up service at your new address.
Can I have deliveries to more than one address?
At this time we can only deliver to one location per account. If you need to have any of our products delivered to more than one address, you can set up a second account for the additional address.
How do I manage multiple accounts?
Navigate to the "Profile Settings" section under "My Account." Once there you'll be able to add an additional account to manage online.
 
ACCOUNT DOCUMENTS & FORMS
These account documents and forms are designed to make it simple for you to make changes to your account when necessary.
Change of Ownership forms can be easily downloaded & printed in order to transfer your account to another person or company.
Change of Ownership - Residential
Change of Ownership - Commercial
The W-9 Form, or Request for Taxpayer Identification Number and Certification, is used generally by businesses to file an information return with the IRS on reportable payments made to others.
W-9 - Request for Taxpayer Identification Number
 
PAYMENT OPTIONS
What are my payment options?
The easiest and quickest way to make a payment is by accessing the Billing section of your account online. We offer the following convenient payment methods:

Online payments: Pay all or part of your bill quickly and easily right on the site.

Automatic Monthly Payments: Set up an automatic electronic transfer of funds from your checking account or your credit or debit card to pay your monthly bill.

Payment via Phone: Use our automated system to safely and securely pay your balance over the phone.

Payment via Mail: Mail a check or money order via postal mail.
How do automatic payments work?
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 and applicable surcharges and fees.

You can discontinue automatic payments at any time by sending this form to
Arrowhead Water
#216
6661 Dixie Hwy, Suite 4
Louisville, KY 40258

You may also contact a Customer Service Representative at 800-950-9393 for assistance.
How do I know that my payment has been processed?
After submitting your payment, you will see a confirmation page that displays the amount paid. If you do not see a confirmation page, your payment was not processed. Additionally, if your profile has an updated email address and you are subscribed to email notifications, we will send you an electronic confirmation of the payment being processed.
How will you bill me?
You can choose to receive a copy of your invoice through US postal mail. However, we recommend signing up for Paperless Billing. With Paperless Billing, an email will be sent notifying you that your invoice is available for viewing online.
 
DEPOSITS, TAXES, SURCHARGES & FEES
What is your bottle deposit policy?
Recurring delivery customers: Upon delivery of a 3 or 5 gallon bottle(s), a deposit per bottle will be added to your invoice. This bottle deposit per bottle fee is refunded immediately at the closure of your account with Arrowhead Direct.
One-time delivery customers:
In some delivery locations, we may charge a standard bottle deposit for every 3 and 5 gallon bottle we deliver, and issue a credit for every empty bottle returned to us. Our recurring delivery customers enjoy the added simplicity of a one-time account deposit, instead of a small deposit on each bottle delivered. If you return the same number of empty bottles as the number of full bottles you receive in your next delivery, the deposit charge and credit will cancel each other out. We can only give credit for the empty bottles that are returned. If you do not return all of your empty bottles on your next delivery, you will not receive credit for the unreturned bottles. Our system tracks all of the bottle deposits and returns for the life of your delivery account. We will add all taxes that are required by state law. We also reserve the right to charge state-mandated bottle deposits where applicable.
Surcharge and Fees
Delivery Fee
For all customers there is a delivery fee of $3.95 per delivery. Customers in Manhattan (NYC) have a delivery fee of $5.95. Philadelphia and San Francisco customers have a delivery fee of $4.95

For one-time delivery customers the normal delivery fee is $6.95. For any rush orders placed within 24 hours of expected delivery there is a delivery fee of $9.95.
California Redemption Value (CRV)
Most carbonated beverage containers, as well as juice and water containers are included in the California Redemption Value program. California consumers are obligated to pay CRV when purchasing aluminum, glass, plastic and bimetal beverage containers, and are reimbursed when these containers are redeemed at a local CA recycling center.
Account Deposit Fee
This is a one-time, fully refundable deposit that covers our 3 or 5-gallon bottles. As a customer, you are responsible for the return and condition of these bottles.
Taxes
Depending on your location, taxes and state bottle deposits will be charged as required by state laws Please reference your state tax laws for further details.
 
CANCELING MY SERVICE
Can I cancel my service at any time? Are there penalties?
We're sorry to see you go! If you need to cancel your delivery service, please call our Customer Service Center at 800-950-9393. They will arrange a final pick up of equipment (if necessary) and close out your account. Please note that certain fees or other restrictions may apply. You can review complete details in the Terms and Conditions of Service section. You can review complete details in the Terms and Conditions of Service section.
Are there early termination fees?
Depending on your account, certain fees or other restrictions may apply. You can review complete details in the Terms and Conditions of Service section.
 
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