Got a question? Then check out our list of most frequently asked questions regarding bottled water products, water coolers, and delivery services for the answer.

If you don't find your question here, email us or call our customer service department toll-free at 1-800-467-1133. Our friendly customer service reps will be happy to help you.


Bottled Water Products

How long is the shelf-life of a bottle of spring water?
Our industry, in conjunction with the governing agencies that monitor our strict standards, has set the shelf-life of bottled water at two years.

Why are some labels blue and some red?
Our products labeled with blue labels are spring water and the products labeled with red are distilled water.

What's the difference between spring water and distilled water?
Spring water is natural water that is not altered in any way. It is taken from a protected source and bottled with all the healthful minerals intact. Distilled water is heated to a boil, then the steam is re-condensed through a filter to remove virtually all of the mineral content.

Will plastic bottles alter the taste of my water?
We use a polycarbonate bottle, which by nature is a hard plastic (Carbonate = Carbon Hard Plastic). Unlike the "milk jug" grade of plastic, which will transfer a plastic taste to the water, our polycarbonate bottles do not transfer any taste or smell no matter how long the water is stored.

What's that white plastic "thing" floating in my water bottle?
It is part of the safety cap that allows the "spill free" system to work. Like most technology, though, the cap is imperfect and this small plastic piece becomes detached occasionally and floats up into the bottle. Don't worry - it is food grade plastic and is too large to flow through your reservoir into your cup.

Why should I avoid storing my bottles in direct sunlight?
Our product, by nature, is a natural product that contains no chemicals or preservatives. As a result, extended exposure to the sun can cause bacterial growth if outside contaminants are allowed in the bottle or cooler. Unfortunately, the contaminants we are talking about are common everyday bacteria found naturally on your skin, airborne in our atmosphere and in just about everything we eat or drink. The good news is your bottled water is sterilized at the bottling facility and will remain contaminant-free if kept out of direct sunlight.


Water Coolers

How do I remove a water bottle from the cooler?
Grip both sides of the bottle and pull it straight up. If you are removing a bottle that still has water in it, the bottle should not spill as long as the original blue cap has not been removed.

The water isn't cold enough or isn't cold at all, what should I do?
There may be several reasons for this mysterious phenomenon.

  • Check to make sure the cooler is plugged in and that the circuit breaker isn't tripped. Sometimes we overlook the obvious.

  • Next, keep in mind that your cooler is made to cool approximately one gallon of water to 43 degrees every 30 minutes. If the weather is warm and the cooler is getting a lot of usage, it's like being the last kid in line getting a drink after gym class. One cooler just can't keep up with the volume. You may need to order more coolers to meet the demand.

  • If the water's cool, but not cold enough, there is a thermostat on the back wire fence that can be adjusted. Turn the screw on the back middle thermostat clockwise to make the water cooler and counter-clockwise to make it warmer. Turning all the way to the left (counter clockwise) will turn off the cooling capacity. Make adjustments slowly and don't immediately turn it all the way up. Wait 30 minutes between adjustments to see if you are at your desired temperature.

  • If the water isn't cool at all and adjusting the thermostat doesn't work, you probably have a mechanical problem that needs our repair department's attention. Give us a call or send us an email.
The water is too cold, or the bottle won't come off. What's going on?
If turned all the way up (clockwise), the thermostat in some cases can freeze the water like a block. If this occurs, call our customer service specialist or send us an email.

I have a "Hot 'N Cold" cooler unit and the water isn't hot enough or isn't hot at all. What should I do?
There is a hot tank switch on the back of the unit that needs to be in the on position. If the switch is on and the water is not hot, we'll need to check your cooler to evaluate and correct the malfunction.

How do I clean my water cooler?
Your bottled water cooler is like your other eating utensils - you need to keep it clean and sanitary. Fortunately, it's easy to do! If you have any problems, call us and we'll answer your questions. About every four to six months, after you have finished a bottle of water, follow the procedure below:
  1. Unplug the cord from the electrical outlet and empty the cooling reservoir through the cold faucet. On a cooler WITHOUT a no-spill system, simply go to step 3.

  2. On a cooler WITH a no-spill system, you must first remove the no-spill top. For coolers with a square base, pull the top of the cooler straight up and the no-spill system will lift off. For round coolers, simply pull the no-spill straight up. NOTE: the no-spill system prevents contamination of the cooling reservoir by a tight rubber seal. The rubber seal can make the no-spill difficult to remove. Just pull upward evenly and firmly and it should ease out.

  3. Add a teaspoon of bleach to one gallon of water and pour into the reservoir. Bleach has chlorine in it and the chlorine will sanitize and kill any germs that are in the reservoir.

  4. Using a clean sponge or brush, scrub the inside of the reservoir. Let the bleach solution stand in the reservoir for NO LONGER than 5 minutes.

  5. Drain the bleach solution through the cold faucet and rinse the reservoir thoroughly with cold water several times through the cold faucet. Continue rinsing until no chlorine remains.

  6. On coolers with the no-spill system, press the no-spill evenly downward on the cooler until it is flush with the top of the cooler or (in the case of a square cooler) the top fits snugly on the cooler.

  7. Place a new bottle of water on the cooler and plug the cord into the electrical outlet. That's it!
Should I clean the drain on my cooler?
Actually, it's not a drain - it's a just a drip tray, so whatever falls into the drip tray will stay there until removed. To clean the drip tray, pull up on the tray and it should detach from the water cooler. Be careful to pull smoothly or whatever is in the tray will slosh. Clean the tray with warm soapy water and place back on the cooler.

My water cooler is leaking. What should I do?
If your cooler is leaking, please remove the bottle. Nine times out of ten it's not the cooler, but the bottle that is causing the leak. As long as the leak isn't coming from the front (out of the spigot), and looks like it is coming out the top or back, exchange the bottle (drain several glasses of water out of the cooler) and mark the bottle as a "leaker" for the route salesmen to replace. If you have trouble or it makes a mess, please call us or send an email and we'll be glad to help.

In the event of a cooler malfunction, will Clear Mountain repair my cooler even if I own it?
Yes, we will gladly repair coolers that customers own. We'll even provide loaner coolers at no charge to you, if you are an active Clear Mountain customer.

What kind of warranty does my cooler have?
Most coolers come with a five-year warranty. Anything that goes wrong with the refrigeration system in the first five years is covered under parts and labor. Other parts that fail are covered for parts and labor for the first year and the cost of the part only for the second through fifth year, generally. We honor the factory warranty for all major brands of coolers.


Delivery Services

How often do you deliver?
Based on each customer's specific needs, we consider all factors, like water usage and logistics, and develop a schedule to best meet these requirements. Our standard delivery frequency, and the one a majority of our customers tell us is most convenient, is once a month. To learn more about our delivery service, see our delivery section.

How do bottle deposits work?

We are great recyclers! As a result, we have to keep up with our containers much like the old glass bottle cola companies. On your initial delivery, you will pay a deposit on the bottles that are delivered. Here's how it works:
  • If you return the same number of empty bottles on your subsequent delivery, there will be no additional deposit charges on your invoice (an even swap).

  • If you return more empty bottles than you received, there will be a credit for every extra empty bottle you returned.

  • If you returned fewer empty bottles than you received, there will be a deposit charge for every extra full bottle you received in addition to the charge for water and/or cups on that delivery.
Do I have to be home to receive a water delivery?
No. We will provide you with a route schedule as a reminder of when we will be in your area. Simply put your empty bottles outside on the front porch, or some other prearranged location, and your route salesperson will make sure your supply of fresh Clear Mountain Spring Water is waiting for you when you return.

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Clear Mountain Spring Water · USA
(1-800) 467-1133 or 664-6700 · FAX (501) 664-8860
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