Billing Questions

What is the fuel surcharge?

The fuel surcharge is based on the cost of diesel fuel, which is typically higher than regular gasoline, used to operate our fleet and machinery. The surcharge is a set monthly delivery charge that does not change, regardless of the number of deliveries you’ve received. This allows us to offer competitive pricing and also ensures the quality of our products are not compromised. This rate may fluctuate each month because it is based on the Northeast diesel fuel average.

How do I pay my water or coffee program bill?

To keep our customer’s personal information secure, we don't accept credit or debit card payments over the phone. Instead, we offer three bill paying options for our customers:

  • You can pay online at
  • You can pay through our automated phone IVR system
  • Finally, you can pay by mail with a check


To make a one-time payment online, visit

  1. Click Pay My Bill in the light blue section in the upper right of the home page.
  2. Click on “Pay Now” under the dark blue Crystal Rock EZ-Pay banner.
  3. Enter your account number, found on your invoice. A customer service representative can also provide that number.
  4. The next screen will show account information and payment information.
  5. To make regular payments online in the future, we’d recommend signing up for automatic payments. To do so, go back to the online payment processing page and click on New User? Register Here under the teal Log In Button.
  6. When you sign up for e-billing, you have access to manage your account, setup payment reminders and notifications, opt into paperless billing, set up automatic recurring payments and file and review your invoices electronically.


For a payment by telephone, call 800-525-0070, ext. 4068. This is our secure phone EZ bill phone payment system (IVR) allowing a payment with a credit card over the phone. You’ll just need to have your credit card and account number.

By Mail

You can also mail a check to:

Crystal Rock

PO Box 10028

Waterbury, CT 06725-0028

Just make sure you put your account number on your check and include your remittance stub so we can easily match it up with your account.

Is there a delivery charge?

Crystal Rock does not charge for deliveries.

Health and Water Concerns

Is there fluoride in all Crystal Rock water?

Crystal Rock Premium Water and Vermont Pure Spring Water does not have added fluoride. We will only add it per a customer’s request.

Are the bottles BPA free?

90% of our 3- and 5-gallon bottles are BPA-free. Customers who prefer only BPA-free bottles, may request this upon start of service or at any time. Furthermore, all Crystal Rock 3- and 5-gallon water bottles are returned, refilled up to 40 times and recycled when no longer viable.

How do you test your water?

Great taste, bottle after bottle, is a process we take great pride in. To ensure that, we monitor our bottling process very closely and make sure our water standards remain at or above water quality benchmarks.

Additionally, you can view our water quality report here.

Delivery and Product Reception Questions

How do I contact Crystal Rock?

If you have questions about a Residential Account, please call 800-525-0070. For Commercial Accounts, please call 877-302-4241. You can also email or message us on Facebook or Twitter.

What do I do with my empty 3 and 5 gallon bottles?

If you are a recurring 3- or 5-gallon customer, we'll pick up your empty bottles every delivery. Our 3- and 5-gallon bottles are returnable and subject to a $5.00 bottle deposit for each full bottle of water you receive. We will promptly credit you for each empty bottle you return to us.

Can I change the number of beverages I receive per delivery?

Absolutely. Things change and that's why you can change your order at any time without penalty. Feel free to modify your order by contacting a customer service representative.

What is your delivery cancellation policy?

In order to cancel a delivery, we require 24 hours notice. If you need to cancel a delivery in short notice, a customer service representative will do their best to reach out to your route salesperson to let them know you wish to cancel your delivery. If they’ve already made the delivery or they cannot be reached, you’ll be responsible for any delivered products.

What is your return policy?


As our products are perishable, all food sales are final. This includes Crystal Rock Premium Water, Vermont Pure Spring Water, Cool Beans Coffee Products and all other food items we sell. In the unlikely event that they might be damaged or spoiled during transit or delivery, Crystal Rock will replace any products in a subsequent delivery and refund you for the damaged items. To make sure that you are satisfied with the products you receive, please inspect the contents as soon as your delivery is made. Crystal Rock is not responsible for damage or loss as a result of products being delivered and unattended to by the recipient or for inability of a recipient to receive your products on the day you specify they should be delivered.

Printers, Copiers, Fax Machines, Digital Cameras, Monitors, Scanners and all other peripherals

Returnable within fourteen (14) days from the date of the invoice, if returned in the manufacturer's original box with all internal packaging, warranty cards, manuals and accessories included.


Crystal Rock office furniture may only be exchanged or returned for a full refund if unassembled and in the original packaging (including all components and manuals) with UPC code within fourteen (14) days of purchase.

Ink and Toner

All ink and toner may be exchanged or returned for a full refund with the Original Receipt and in their original, unopened condition within thirty (30) days of purchase.

Custom Items

Any type of custom made products such as promotional items or stamps are Non-Refundable. These special order and custom items cannot be returned or exchanged unless damaged upon receipt.

All Other Merchandise

All other merchandise (with the exception of custom ordered products) are returnable within sixty (60) days of the date of the invoice if returned in the original manufacturer's packaging (cannot be defaced) and in "as new" condition.

Do I have to be home to receive my beverage delivery?

You do not need to be present to receive a delivery, unless it is your first delivery and we’re dropping off equipment. Otherwise, regular deliveries can be made with no one present. We will leave the delivery in a readily accessible area or if there are empty bottles present, we will replace them and leave them in the same spot.

Can I have deliveries to more than one address?

Yes, you can have multiple locations attached to one billing address.

How often will I receive deliveries?

You’ll choose between two frequencies, every two weeks or once a month. These break down to a delivery just about every 10 business days or every 20 business days, respectively. We can also deliver only when you call in and request a delivery. If you need more options or would like to change your delivery frequency, please call us and speak to a customer service representative.

What if I live in a secure building or gated community?

If this is the case, we can make a permanent note on your account with an access code. We can also place a note requesting your driver call when they are present. In that case, we would require you to be present to allow your driver access.

General Crystal Rock Questions

Do you have a mobile application?

Not at this time. However, smartphone users will be glad to know our website is mobile friendly and optimized for use with both iPhone and Android devices.

What type of water equipment do you have?

Our water coolers come in three varieties:

Hot and Cold

Cook and Cool

Cold Only

You can rent or purchase any of these coolers from us. For more information on specs and sizing, please click here.

If you already own your own equipment, we also have water only plans for your convenience.