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Help Center

Help Center for Customers

Get the most out of your Distillata account and solve common issues quickly. Our help center has answers to the most frequently asked question with easy solutions. Can’t find what you are looking for? Use our live chat feature or send us a message,we would be happy to help.

Account

Change my address

Unfortunately, you can not change the delivery or billing address using the Distillata My Account Manager. Let us do it instead! Use our live chat feature or send us a message, and we will take care of it for you. Please note, we are a local water delivery service. We cover Northeast Ohio from Lorain to Ashtabula, Cleveland to Youngstown, and everything between. If you are moving out of our local water delivery area, we will miss you, but we would be happy to recommend a new provider.

Change my email or phone number

Did you recently get a new email address or phone number? Don’t forget to update your water delivery home or business service. We want to provide you with the best experience and may need to communicate from time to time. That’s not all – you can get mobile or email delivery date reminders!

To change your email or phone number log in to your account here using the Distillata My Account Manager. Then follow these steps:

  • Locate the “billing information” section.
  • Click on edit.
  • Update your phone number in both the main account area and the contact information.
  • Update your email address in the the contact information.

water delivery home service

Change my account name

Unfortunately, you can not change your account name using our Distillata My Account Manager. Let us do it instead! Use our live chat feature or send us a message and we will take care of that for you.

Change my account password

Log in to your account here using the Distillata My Account Manager. Then follow these steps:

  • Locate the “billing information” section.
  • Click “change password”
  • Enter your current password
  • Enter a new password.
  • Repeat your new password.
  • Click update.

Cancel or pause my account

We hate to see  you go. If you must cancel pause your account use our live chat feature or send our customer care team a message.

Forgot my username or password

To retrieve your password:

To retrieve your username:

Unfortunately, you can not retrieve your username using our Distillata My Account Manager. Let us do it instead! Use our live chat feature or send us a message and we will take care of that for you.

 

Delivery

Skip a delivery

To skip a delivery, follow these steps:

Delivery did not show up

There are a few reasons your delivery may be delayed. Usually, this problem only occurs near a holiday. During the week of, before, or after a holiday, our deliver schedules are altered. We must allow our drivers a day off to enjoy the holiday with their families. It is likely that your delivery will be one day early, on time, or one day late near any holiday.

There are other events that may cause a hiccup in our regular water delivery schedules such as weather, traffic, or illness. No matter the cause, we will make an effort to contact you to alert you of the disruption.

If your delivery is delayed please use our live chat feature or send us a message and we will investigate further.

 

Delivery was wrong

Oh no! If you receive the wrong type or amount of bottled water, please use our live chat feature or send us a message to schedule a no cost exchange or delivery adjustment.

Empties need to be picked up

Please leave you empty 3 or 5-gallon bottles out for pick up on your regular delivery date. If you would like to clear some clutter and get rid of your extra empty bottles please use our live chat feature or send us a message to schedule.

Damaged products

We want you to be 100% satisfied with the quality of our products. If you receive a damaged or unsatisfactory item, please use our live chat feature or send us a message to schedule an exchange.

Delivery instructions not followed

Was your water left in the wrong location? If any detail related to your delivery instructions was not followed, please use our live chat feature or send us a message and we will relay the message to your route driver.

Is there a contract?

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

Delivery calendar

You have enough to remember, let us help with your water delivery. It’s easy to print and download a calendar of your scheduled dates using our these steps.

Add products

Click this link to learn how to add products to your Distillata water delivery. Our customer account manager makes it easy to order water delivery.

Billing

Mail a payment?

You can mail payments to:

Distillata, 1608 East 24th St., Cleveland, Oh 44114

Update my credit card

Log in to your account here using the Distillata My Account Manager. Then follow these steps:

  • Locate and click on the expandable hamburger style menu icon
  • Choose “billing.”
  • Locate “my payment methods.”
  • Click “remove” and choose the credit card you no longer want to use.
  • A trash can icon will appear on the credit card. Click on the trash can icon.
  • Click yes to confirm that you want to remove the card.
  • Now click “add a card” to submit your new payment method.

 

View current balance

Log in to your account here using the Distillata My Account Manager. Then follow these steps:

  • Locate the “account balance” section.
  • Your current balance will be listed at the top of that section.

Pay the driver

Yes, you can pay the driver by check or cash. Please call our offices to pay by credit card or use our online account management system here.

When is my payment due?

Payment is due 10 days after you receive your statement in the mail.

Auto pay program

AutoPay is a user-friendly benefit that frees you to do the things that matter. Click here to learn how enroll in our autopay service.

Paperless billing

Reduce your waste, participate in our paperless billing system. Each month we will email your water delivery statement rather than send a paper copy in the mail. Click here to learn how to sign up in a few easy steps!

Copy of your delivery invoice(s)

When it’s time to pay the bills, you want to get it done right and you want to get it done quickly. Thankfully, printing your Distillata water delivery invoice takes less than a minute when you follow these easy steps.

Pricing descrepencies

If you notice a pricing or billing error on your account please contact us using our live chat feature or send us a message and we will gladly make the appropriate adjustments.

Equipment

Buy out water cooler

You can buy out the cooler you are renting. The buyout price will be a depreciated value based on the age of the unit. Please note, rental payments are not applied toward the purchase price. To get a buy out price quote on your rental water cooler please contact us using our live chat feature or send us a message.

Equipment malfunctions

We want your water equipment to function perfectly every time. If you are experiencing any issues with the performance of your water cooler, please try these trouble shooting tips. If you are still having issues please contact us using our live chat feature or send us a message to schedule a repair.

Add a water cooler

It is easy to add a water cooler to your account! Browse the water cooler section of our website here. When you choose a model, you will specify a color and other options at checkout. You will also select the rental or purchase option. When your transaction is complete, we will contact you to schedule delivery of your additional unit.

Rent to own?

Rental payments are not applied towards a purchase of  your water cooler. Similar to the leasing of a car you can buy out the cooler at any time at a discounted rate based on the age of the cooler. Use our live chat feature or send us a message to ask for a water cooler buy out quote.

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