Crystal Springs

Our delivery system is based on a two-week delivery cycle. In other words, our route-sales team is in your area every two weeks.

What happens during holidays?

During holiday weeks, when Crystal Springs Bottled Water is closed to allow our employees to spend them with their family and friends, your delivery day will shift by one or more days (depending on the holiday and number of days we will be closed). For example: during the Thanksgiving holiday we are closed both the Thursday and Friday. If your delivery day was on Monday PRIOR to the Holiday, it will shift to Wednesday. Your delivery day will remain on Wednesday until the next holiday.

What about bad weather?

Our route-sales team is highly skilled in driving in all types of weather. However, there are many areas that we deliver to that at times are impossible to get to due to inclement weather. If, in our opinion, conditions exist that would put any of our employees at risk, we will make alternative arrangements. If this happens we will generally make every effort to contact all those affected customers and inform them as to when they should expect delivery. In most cases we will deliver the following day. However, if you are one of those customers in areas that are susceptible to bad weather, it is advisable that you maintain several extra bottles so that you don’t run out.

What are bottle deposits?

Our 2.5, 3 and 5 gallon bottles are returnable/reusable. In order to assure that we get our bottles back, we charge a non-tax, refundable $10.00 ($6.00 for 2.5 and 3 gallon) per bottle deposit. These deposits are paid up front, and thereafter we simply exchange your empties for full bottles of water. If you purchase more bottles than you have empties, you will be charged the additional deposits. Conversely, if you return more empties than the full bottles you purchase, you will receive a credit on your account.

What if I don’t need water on my regular delivery day?

If you don’t need water on your regular delivery day, you have several options. First, you can call the office and notify them you don’t need a delivery, and to “skip” you until your next delivery. The other option is to go ahead and put your empty bottles out with a note attached indicating to your route-sales person that you don’t need water. This way you can turn in your empties and receive credit on your account.

What if I have special delivery instructions?

Many of our customers request that we follow special instructions when making deliveries. Whenever possible we attempt to fulfill those requests. Mostly those requests have to do with such things as “where to leave the water” or “deliver two bottles whether we leave the empties out or not.” If you have such requests, please contact the office or your route-sales person.

What are “leakers”?

Occasionally, undetectable stress cracks develop in our bottles. Through our quality control program, we attempt to catch all of those bottles and remove them from the production stream before they reach you. Many times those cracks will not become noticeable until you open the bottle and put it on the stand, where gravity and the pressure-equalization process cause the bottle to leak. If you receive a “leaker,” please remove the leaking bottle. Before you replace the bottle with a full one, look inside at the reservoir (small container of water inside the cooler). If that reservoir is full, the problem rests solely with the bottle and you can safely put a new bottle on the cooler. If, for some reason, the reservoir is empty, there may be a problem with the cooler. At this point please contact the office. In the event that the bottle is the problem and not the cooler, please set that bottle aside and mark it as a damaged bottle or “leaker” so that we can remove it from inventory.

What happens to those damaged bottles?

Here at Crystal Springs we are concerned about our environment, and in an effort to keep from increasing the size of our landfills, we recycle those bottles. In addition to the bottles, we also recycle as much of our cardboard and paper as possible.

What about paperwork and billing?

When you start our service, you will be required to fill out and sign a lease (or other service agreement, depending on the type of service and equipment you receive). To make billing problems less likely to occur, we have implemented an electronic route accounting system and you will have two options. One, if you require a hard copy of your invoice on your delivery day, please contact our customer service department and they will flag your account to make sure you receive a copy of your invoice. Two, if we don’t hear from you we will assume you do not want a copy of your invoice and your monthly statement will indicate your deliveries for the month. Also, your equipment charges will only show on your monthly statement unless you indicate in advance that you request a separate invoice for those rental charges. In addition, we bill equipment rental one month in advance. We accept Visa, MasterCard, American Express, and Discover credit cards. If you have any questions regarding your bill, please contact our office for further or additional explanation.

Water prices include the cost for delivery for all our water products. To better service the New Mexico community, we offer delivery to our customers outside the Albuquerque area. For an additional few cents, our delivery team will deliver right to your door in Santa Fe, Española, Los Alamos, and even Taos. Please see the Coverage Area page of our site for a complete list of locations we deliver to.