Frequently Asked Questions

Questions About Us

The Water Express was founded by a group of family members who have a history of business, organizational knowledge and water industry experience. We realized that a local, premier water distributor in Chillicothe and its surrounding areas was needed. Therefore The Water Express was envisioned. We believe in running a business the old fashioned way, by delivering quality products and services, each and every time.

Absolutely, we have beautiful showroom that features a wide variety of coolers in many colors and styles and for you to see. We also carry a full line of accessories such as cups, dispensers, bottle storage racks and water flavorings that you can purchase as well.

Yes you can. We offer special pricing for our customers who choose to pick up their water rather than have it delivered.

Due to the schedule of a delivery business we are unable to keep consistent office hours. However for our customers who prefer to come in and pick up their water all we ask is that you simply give us a call ahead of time. This allows us to ensure that you are able to get the water that you need when you need it. For those who are considering our service and would like to visit with us to discuss the options that we provide please just call ahead. We will always try to accommodate your schedule. We apologize if this is an inconvenience but we are very dedicated to our customers and we believe that you will find our service to exceed your expectations. Thank you very much!

The International Bottled Water Association (IBWA) is the trade association representing the bottled water industry. Founded in 1958, IBWA's membership includes U.S. and international bottlers, distributors and suppliers. IBWA plays an active role at all levels of state and federal government assisting in the development of stringent regulations for bottled water to ensure the greatest safety possible and high quality of bottled water products. IBWA has supported the U.S. Food and Drug Administration and state regulators/legislators in the development of strict regulations that will help guarantee bottled water's quality.

IBWA has also developed a Model Code which has been used as model regulation in many states. Additionally, as a condition of membership, bottlers must submit to an annual, unannounced inspection administered by an independent internationally recognized third-party organization. This inspection assures that all IBWA bottler members meet federal, state and IBWA requirements for the production and sale of bottled water.

The Water Express and all of our bottlers are proud members of the IBWA.

Bottled Water Questions

When you consider that water plays a role in every body function and is found in every living cell, it’s no wonder you can’t live without it. If you want to know more about the benefits of proper hydration, visit the pages throughout the Water Facts and Tips section of our website.

The Water Express is proud to partner with Distillata, a family–owned Ohio based company that have been in business for over 100 years. Distillata water is delivered fresh each day from a naturally free flowing spring in rural northern Ohio to their bottling facility and is strictly monitored by the Food and Drug Administration, and by the International Bottled Water Association. Distillata has earned the "excellence in bottling award" the past six years by the I.B.W.A. You can also click here to go to our Bottled Water Regulations page to learn more.

We offer our Premium Drinking, Artesian Spring and Distilled water.

We currently have 5 gallon containers of our Premium Drinking, Spring and Distilled. Our 3 gallon containers are available in Premium Drinking. We also have 20oz bottles of our Premium Drinking water.

Artesian Spring Water is water derived from an underground formation from which water flows naturally to the surface of the earth. It is nature’s own uniquely pure beverage-free of sodium, chlorine and calories! It’s delivered fresh each day from a naturally free flowing spring in rural northern Ohio. Monitored daily, it exceeds all governmental regulations for drinking water.

Distilled Water is put through a process that removes all minerals and impurities, leaving only less than one part per million (ppm) of total dissolved solids and meeting all chemical requirements of the US Pharmacopeia.

Premium Drinking Water is a carefully blended mixture of both our Distilled and Artesian Spring water. The natural minerals of our Artesian Spring water are blended with our Distilled water to appeal to those with discriminating tastes.

Yes, this is partially the reason we can offer such high-quality water at an affordable price. When we deliver new 3 or 5-gallon bottles to your home, we pick up the empty bottles, which we sanitize thoroughly and reuse.

Bottled water should be stored somewhere cool and dark- preferably in a basement or closet. Your water and cooler should be kept out of direct sunlight and fluorescent light. If this is not possible we can provide a cover for your cooler.

Our product is a natural product that contains no chemicals or preservatives. As a result, extended exposure to the sun can cause bacterial growth. To prevent this common and natural process from occurring and to maintain the quality of your bottled water keep the bottle out of direct sunlight and place in a cool, dry, chemical free area. If stored properly, water in 3 and 5-gallon containers has a shelf life of two years.

PET (polyethylene terephthalate) is a clear, tough polymer that provides an excellent barrier against oxygen and carbon dioxide. Because of those properties, it has become the plastic material of choice for food and beverage packaging. Consistent with studies by regulators and independent research groups, a 2000 report from the International Life Sciences Institute indicates that “PET itself is biologically inert if ingested, is dermally safe during handling, and is not a hazard if inhaled.”

Water Dispenser Questions

Placing a bottle on the dispenser is easy; If your dispenser does not have a water guard system, remove the cap from the bottle, and place the onto the dispenser. If your dispenser has a water guard system, remove the label from the top of the bottle cap and place the bottle with cap onto the dispenser. The spill-safe attachment on all our dispensers will push open the valve in the cover saving you from spilling or contaminating the water.

1. Check to make sure the dispenser is plugged in and that the circuit breaker isn't tripped.

2. If the weather is warm and the dispenser is getting a lot of usage, it's like being the last kid in line getting a drink after gym class. One dispenser just can't keep up with the volume. You may need to order more dispensers to meet the demand.

3. If the water's cool, but not cold enough, there is a thermostat on the back wire fence that can be adjusted. Turn the brass screw on the back clockwise to make the water colder and counter-clockwise to make it warmer. You will just have to slightly move the brass screw for it to adjust the temperature. Wait 24 hours 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. Call us at 740-774-6833 or 1-877-WATER 50 or email us at

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 dispenser to evaluate and correct the malfunction.

The very first thing you should do is unplug the unit. Stop all electricity going to the unit to avoid further damage. We DO NOT recommend you to fix this problem yourself. Please call customer service at 740-774-6833.

If your dispenser is leaking, please remove the bottle. Nine times out of ten it's not the dispenser, but the bottle that is causing the leak, especially if the leak isn't coming from the front (out of the spigot), and looks like it is coming out the top or back. Small cracks or pinholes in the bottle may cause the reservoir of your cooler to overfill and leak out the back. Simply take the bottle off the cooler, drain the cooler out through the spigots; put a new bottle on. Mark the bottle that caused the problem and your driver will exchange it for you at no charge. If you try this and the cooler continues to leak please contact us at 740-774-6833. You may also email us at

Simply tighten the top of the water spigot; underneath the lever. If the water is still dripping out after you tighten the top, call customer service at 740-774-6833.

Please click here for instructions on how to clean and maintain your water cooler.

Yes, this is not a drain 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 dispenser. 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 dispenser.

We prefer that you use our cooler however; the bottles are fairly universal and can be used in most coolers.

Cook = Room temperature
Cold = Less than 50°F
Hot = 167° – 197.6°F

Yes they do.

Rental Units : If you rent the cooler from us you are under a lifetime unconditional warranty. What this means is that if you ever experience any trouble with your cooler we take care of any problems at absolutely no cost to you. You never have to worry about bringing the cooler to us for repairs, we will come and service it for you. If for any reason we have to remove the cooler from your home or office an immediate replacement is set in. It is a process that is as stress free as you can get. One phone call and we will take care of it.

Purchased Units : All of our coolers come with either a 2 year or a 5 year limited warranty depending on the model. If you are under warranty and you have purchased your cooler from us call us and we will take care of you.

Quality, service, and convenience! It is as simple as that. When you choose The Water Express for your cooler needs you can be assured that you will be taken care of. This is all that we do and we only offer the top of the line water coolers in the industry. However coolers are refrigeration units and therefore some problems may occur. When you are a customer of The Water Express with a cooler under warranty and you experience any problems with your unit one call is all it takes and you can be assured that your problem will be fixed. We come to you and if a repair is needed and the cooler must be removed from your home or office an immediate replacement is provided. When you purchase a cooler from a retail store and a problem arises you are responsible for shipping the unit back to the factory for all repairs including warranty repairs, all at your cost. You also do not get a replacement while your unit is being repaired, which can take many weeks.

Delivery Service Questions

We are convenient and affordable! For about $.80 per day you can have a water cooler and 10 gallons of crisp, clean, delicious water delivered to you. No more lugging heavy bottles from the store or running out of water before your next trip to the grocery store. Save yourself the trouble, let us bring the water to you!

No! We have no hidden fees such as delivery fees. The prices you see advertised are the prices that you pay. For about $.80 a day you can have a water cooler and 10 gallons of crisp, clean delicious water delivered to your home, office or business each month. At this time we do not charge a fuel surcharge. We are working very hard to ensure that we do not have to.

If You Rent a Water Dispenser: you will need to be available during the installation period only. We will contact you to schedule a convenient delivery time to install your dispenser in your home or office and show you exactly how your dispenser works. After the initial installation, you do not need to be home for deliveries.

Water Delivery Service without a Dispenser Rental: If you are ordering water service only, it is not necessary to be there when your product is delivered. Simply select a location at your home or office and our route sales representative will leave your water there each time. If you are going to receive regular deliveries, you can leave your empty bottles in the same location and your route salesman will replace them with new bottles of water.

If you find yourself running low on water before your next scheduled delivery please call our office at 740-774-6833 and we will try to make arrangements for you to receive what you need.

You also have the option of stopping by The Water Express store and picking up what you need. We are located at 400 Chamber Drive in Chillicothe, Ohio, which is the site of the former First Capital Craft Mall. We are directly across the road from the Adena Regional Medical Center.

There are three options: every 2 weeks, every 4 weeks or upon your request. Certain outlying area can only receive deliveries every 4 week. Just let us know the schedule you prefer.

Simply leave them is a safe spot and we will leave your full bottles in the same spot.

We are water delivery specialists and can still deliver any of our bottled water products to you even if you do not get your water cooler from us.

Billing Questions

No, your rental and/or water delivery is on a month to month basis. You can cancel at any time. We just ask that you give 15 days written notice to pick up any equipment.

A bottle deposit is a fee charged for every 3 or 5-gallon bottle delivered to you. A bottle deposit is refundable and will be credited to your account once each empty bottle is returned.

If you return more bottles than were delivered to you, then a bottle deposit credit is applied to your account. For example, if you received four full bottles and returned five empty bottles during your billing period, you will receive a bottle deposit credit for one bottle.

A bottle deposit charge may appear on your invoice if more bottles were delivered to you than were returned to your Route Sales Representative. For example, if you received five full bottles and returned only four empty bottles during your billing period, you will receive a refundable bottle deposit charge. Remember, your invoice will only reflect the activity that occurred during the billing period.

No, the rental payments are not applied towards a purchase. If you are interested in buying your cooler please call us we may be able to offer a discounted rate based on the age of the cooler.

At your initial installation you are required to pay your first invoice upon receipt. After that each invoice is due 30 days after your delivery is made.

We gladly accept cash and checks as well as Visa and Mastercard.

You can either pay your route salesman, mail your payment to us, stop in at our store, or you have the option of paying your bill online with a credit card. We will have to have your email address in order for you to be able to pay your bills online. Simply give your email address to your route salesman or call or email us and we will get you set up! Sorry, but we cannot accept payment over the telephone.

New Customer?

Receive three 5 gallon bottles of water * for FREE.

*Bottle deposits required