Below you can find out more about how to make changes to your account as well as Billing policies.
MAKE CHANGES TO YOUR PROFILE
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 800-950-9396. Our Customer Service Representatives will be happy to set up service at your new address.
Am I able to transfer my account?
Yes. Just follow these three easy steps:
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: Poland Spring Water
6661 Dixie Hwy, Suite 4
Louisville, KY 40258
Changing the name registered to an account also transfers the financial responsibility for the status of that account to the new person or party. 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 "My Profile" section. Within this section, you can update your email address and make additional selections to receive your monthly invoice reminders via email, as well as reminders of upcoming deliveries via email. Make sure that you keep this registered email address up to date so that these important emails can be successfully delivered to you.
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 our quality water products in many areas across the United States. We make it easy to transfer your water delivery service to your new location – across town, or across the country. Please contact our Customer Service Center at 800-950-9396. 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 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.
How do I manage multiple accounts?
Navigate to the "Manage Multiple Accounts" 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.
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
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 options: 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. Mail a check or money order via postal mail.
How will you bill me?
We will bill you according to the payment method you establish when you set up your account. Your first invoice may include an account deposit, depending on your delivery location. All invoices will also reflect charges for any additional products ordered, as well as taxes and fees associated with your deliveries. If you’re a Pure Savings Plan customer, all invoices will reflect the standard monthly price for your plan, even if you choose to skip a delivery or have fewer bottles delivered.
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
Poland Spring Water
6661 Dixie Hwy, Suite 4
Louisville, KY 40258
You may also contact us at 800-950-9396 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 we will send you an electronic confirmation of the payment being processed.
DEPOSITS, SURCHARGES, TAXES & FEES
What is your bottle deposit policy?
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 Pure Savings Plan 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 on cases of smaller bottles.
Surcharge and Fees
Customers will be charged an Oil Surcharge, a Fuel Surcharge or a Delivery Fee as described below. Only one of these fees will apply to each account. If you are unclear which surcharge or fee applies to you please contact our customer service center.
Customers signing up prior to June 18, 2008 and still within their contract commitment period will continue to be charged a $2.00 Oil Surcharge which will be added to your delivery service each month. This will be a flat monthly surcharge to your account regardless of the number of times we deliver to your location. If we do not deliver to you during the billing period, you will not be charged this surcharge. This surcharge will be removed if and when the monthly average price per barrel of oil drops down to $50 or lower. At the end of your commitment period, the Oil Surcharge will be replaced by the Fuel Surcharge as set forth below.
Customers signing up on or after June 18, 2008 and customers signing up prior to June 18, 2008 but no longer in their contract commitment period will be charged a monthly Fuel Surcharge, which is an index-based charge that is adjusted monthly as follows: if the average monthly price of one gallon of diesel fuel is at least $2.01 but no more than $2.30, the Fuel Surcharge will be $2.48. For every $.10 change in the monthly average cost of one gallon of diesel fuel the Fuel Surcharge will change by $.04, provided that there will be no Fuel Surcharge in any month for which the average monthly price of one gallon of diesel fuel is $2.00 or less. For example, if the monthly average price of diesel fuel is $3.91 in April, the Fuel Surcharge in June would be $3.16. Changes to the Fuel Surcharge will be effective the first business day of each month and posted on our website by the 15th of the month prior to the effective date. For your billing convenience, we will also post a three month Fuel Surcharge history on our website. The Fuel Surcharge will be based on the National U.S. Average On-Highway Diesel Fuel Price reported by the U.S. Department of Energy
for the month that is two months prior to the adjustment. If we do not deliver to you during the billing period, you will not be charged this surcharge.
Delivery Fee (New York City Customers Only)
Effective February 1, 2013, the delivery fee will now be $4.95.
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 5-Gallon Bottles. As a customer, you are responsible for the return and condition of these bottles.
Depending on your location, taxes will be charged as required by state laws. Read complete details about Taxes, Fees & Surcharges in the Terms and Conditions of Service
How do I know that my payment has been processed?
We're sorry to see you go! If you need to cancel your delivery service, please call our Customer Service Center 800-950-9396. 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
Are there early termination fees?