Frequently Asked Questions

Have a question about the services offered at Puritan Springs? Check out our FAQ section here to learn more.

What is our 4 week free trial?

You will get the use of a cooler of your choice rent free for 4 weeks and 3 bottles of water (3 gal or 5 gal) to try our water and our service. If you like it and wish to continue the service we will set you up on a regular delivery schedule (typically every 28 days). If for some reason you decide not to continue the service, simply contact us and we will pick up the dispenser and bottles.

*Any Puritan Springs equipment not returned after the free trial will be billed to your account at full value.

What happens after the free trial?

Once you have decided to continue your service, we will come on a regularly scheduled route day (Your upcoming route days will be listed on your statement). On your appointed route day simply leave your empty bottles on your porch or, an area you designate and, your route salesman will replace your empty bottles with full bottles. We will deliver quantities based on your previous delivery. Should you need additional water or other products, you can order online at https://shop.puritansprings.com, email us at [email protected], or contact us by phone at (800) 292-2992. You can also leave a note for your Route Salesman if your purchase can wait until your next scheduled delivery.

What kind of contract is required?

There are NO contracts and NO obligations.

What is a bottle deposit?

There is a $6.50 bottle deposit on each bottle that we deliver to you (this simply ensures that the bottles are returned to us). The initial bottle deposits are due upfront. They can either be paid over the phone with a credit card or, you can leave payment for your delivery driver.  Additional bottle deposits if incurred will be billed on your monthly billing statement.

How do the bottle deposit refunds work?

Refunds are issued at the 1st of every month. When you return your bottles the deposit gets credited back to your account or, in the instance that you terminate your service once your bottles are returned to us and your account balance is settled any remaining deposits will be credited back to you.

Do you have delivery fees?

There are no delivery fees or administration fees. We have a flat rate $3.95 fuel surcharge.

Effective April 1, 2022, due to increased fuel costs, we have implemented a $9.95 fuel surcharge for customer requested off-route deliveries (a delivery made at your request that is not on your scheduled delivery day).  Please factor this change into your future orders to ensure that you have adequate products on hand to avoid any unnecessary delivery charges.  

How does the dispenser rental work?

The dispenser rental fee will be charged monthly on your normal billing statement. Should you ever have an issue with your dispenser, simply contact us and we will repair or replace it for you free of charge. If you are interested in purchasing your dispenser, contact us for details.

How do I pay my bill?

We offer several ways to pay. You can mail a check to the office, you can pay online, you can leave payment for your driver, or you can call customer service at 1-800-292-2992 and follow the prompts for current customers. We also offer auto pay. You can sign up for auto pay or paperless billing on our website or by calling customer service.

Will our bottles fit your dispenser?

Our bottles are universal and will fit all standard dispensers.

My Water Dispenser appears to be leaking, what should I do?

In the majority of cases, the issue is not the dispenser but rather the water bottle.  There is an easy way to determine this:

1. Remove the current bottle from your dispenser.  You can remove the full cap off the bottle and empty the bottle as you will no longer use this bottle.

2. Once the bottle is off the dispenser, drain both spigots and dry the dispenser.  Let the water dispenser sit for at least 30 minutes to be sure there is no residual water.

3. Place a new bottle on the dispenser.  Periodically, check the dispenser for the next few minutes to ensure there is no new residual water.

4. If you notice any new residual water, the issue is your water dispenser.  Please remove the bottle, unplug and discontinue use of the dispenser.  Call our Customer Service Department at (800) 292-2992. We will repair or replace your dispenser and replace the bottles as soon as possible.

5. If there is no new residual water, the issue is the water bottle.  Mark the bottle with a note indicating the bottle is defective so we do not put the bottle back into production.  We will replace the defective bottle free of charge on your next scheduled route delivery day.

How do I order online?

Visit us at www.puritansprings.com and click Order Online at the top right of the page. New users will need to register before placing an order for the first time by completing the enrollment form*. An active account number is required to register. If you do not know the account number you are ordering for, please contact us at (800)292-2992 or email us at [email protected] and one of our representatives will assist you in finding that number. Please remember when you place an order online, your items will be delivered on your next scheduled delivery day.

* A separate login is required for bill pay and online ordering.

**Customers outside of our local delivery area will incur additional shipping or freight costs.

Do I have to pay online before my order is processed?

If you are a current customer with an active account number, you do not need to pay online*. Ordering online simply gives your Route Salesman a heads up about exactly what products you want, especially if it is out of the ordinary.

*There is a default message which indicates a payment is necessary to complete the order, but the disclaimer just below that message which explains the process in detail.

Is there a minimum order?

No, there is no minimum order.

Does my online order replace my standing order (regular delivery)?

Yes, your online order will replace your regular standing order.

Example: Your regular order is 2 5-gal bottles of drinking water, and you wish to purchase an additional bottle. If you place an online order for 1 5-gal bottle of drinking water the Route Salesman will deliver 1 5-gal bottle. You would need to place the online order for 3 5-gal bottles of drinking water if that were the total number you would like to receive.

If I do not submit an online order for my usual products, will my Route Salesman still make my regular delivery?

Yes, unless your Route Salesman has been directed otherwise, he/she will still deliver your usual products.

How long in advance do I need to place my online order?

Please place your order by 12:00 pm the day BEFORE your scheduled delivery. Online order submissions close at 12:00 pm (CST). Orders submitter the day of the delivery will be assigned to the next scheduled delivery date.

The prices online are different than what I normally pay. Am I being charged more when I order online?

No, the prices listed on our website are standard pricing. If your account has special pricing assigned for any product, you will be billed at those prices.

Am I being charged a double fuel surcharge?

No, the fuel surcharge is only charged once per delivery unless your Puritan account indicates otherwise.

I want to order product but, I am outside of the service area. What can I do?

We try our best to serve customers outside of our service area by using other delivery methods (e.g., USPS, UPS, FedEx, Etc.) Please send your inquiry to [email protected], so that we can determine if we are able to ship the items you are requesting and, get you an accurate quote for shipping.

What do the numbers on my water bottle mean?

PKG MM/DD/YY HH:MM – Identifies the date & time the product was packaged.

EXP MM/DD/YY MMDDYYXX- identifies the expiration date*, production date and type of product where XX = DI – Distilled Water, DK – Drinking Water

Bottled for Distributor 1 Gallon Water

EXP MM/DD/YY | XXX – identifies the expiration date* and product lot number.

USPURSPR1709LIN – Identifies our production facility in Lincoln, IL.

*NOTE:  The expiration date refers to the shelf life of the bottle and not the water contained inside.