Frequently Asked Questions

Address & Contact Information

What are your business hours?

Monday – Friday 8am – 5:00pm.

What is your fax number?

(253) 539-4831

What is your mailing address?

PO Box 44427 Tacoma, WA 98448

What is your physical address?

5410 189th ST E Puyallup, WA 98375

Billing

What is my pin?

To retrieve your pin you can do the following:

  1. Click the "Log In" link located at the top of any page
  2. Click the "Forgot Pin" link
  3. Enter your account number and the email address associated with your account and click the "Send My Pin" button
If a match is found your pin will be emailed to the email address supplied.

If no match is found, or if you are still having problems, please contact us via phone Monday - Friday 8:00am - 5:00pm and a customer service representative will be happy to assist you further.
Toll Free: (800) 232-7332
Local: (253) 535-6447

How do I make a payment or pay my bill?

To make a payment or pay your bill use the following steps:

  1. Click "Log In" located at the top of any page.
  2. Select "Home" or "Office", enter your "Account Number", enter your "Pin Number" and click the "Login" button.
  3. Click the "Make A Payment" button.

What are bottle deposits?

Refundable Bottle Deposits are $10.00 per 3 or 5 gallon bottle for non-home owners or renters.  Bottle Deposits do not apply to residential home owners or commercial type accounts.  Deposit charges revolve on account during delivery service and credits apply to consumer account upon return of bottle(s) in like condition. NOTE: Security and Bottle Deposits may be waived with application of Auto Pay by Visa, MasterCard or American Express.

What is an environmental surcharge?

The rising costs of fuel, energy and raw materials have significantly increased our operating expenses. To continue providing our customers with an affordable and quality product, an environmental surcharge will be assessed each time the driver stops to deliver water, service a cooler or pick up empty bottles. This minimal $2.95 charge is not only significantly lower than the delivery fee charged by many of our competitors but also a much lesser cost than an increase per individual product price.

Do I need a contract to sign up for service?

Unlike most of our competitors, no long-term contract is required to rent Mountain Mist's equipment or enjoy our water, only a month to month rental agreement. There is no cancellation fee; clients are not penalized for opting to discontinue service.

Does my rental stop as soon as I call to cancel service?

No.  Dispenser rentals are system generated by serial number and will apply for all rental properties remaining in the possession, care and responsibility of the account holder until which time as they are picked up by or returned to Mountain Mist. NOTE: Once the rental unit is removed from the service address, the final rental is applied however future rental will cease to generate.

Can we return our unopened 3 or 5-Gallon bottles for a refund?

The Food and Drug Administration classifies bottled water as a food product.  As a company, Mountain Mist has a 'no refund policy' on any unused 3 or 5-gallon bottles returned.

Is there tax on bottled water?

Yes, bottled water is considered a taxable item in the state of Washington.

Is there tax on dispenser rental?

Yes.  Monthly rental rates are pre-tax and are subject to the taxable rate per area.  Other taxable items include cups, utensils, paper products and miscellaneous items for purchase only.

COVID-19

Is it safe to get water and/or coffee delivered?

Yes, all our products and equipment are safe to use! The FDA (Food & Drug Administration) has stated that there is "no evidence that COVID-19 is transmitted in food packaging."  The water and equipment go through many steps of sanitation to ensure that all our products are compliant with the Health Organization Standards.

Can I sanitize my cooler bottle, and brewer?

Yes, however, the chances of transmitting COVID-19 by touching surfaces are extremely low according to all health organizations.  If you want to self-sanitize here are steps you can take for each piece of equipment:

Coolers & Bottles:

  • Wipe down spigots on your cooler periodically
  • Wipe down water guard (top of the cooler) on every bottle change
  • Wipe down the top of the bottle before install on the cooler (the neck and cap of the bottle)
  • Do not wipe under the peel-off sticker on the cap as this is already sanitized
Coffee Brewer:
  • Wipe down and or wash brewer basket
  • Wipe any buttons, levers, switches on brewer
  • Wipe down handles on glass pots & air pots
  • Your driver should be exchanging your air pots and glass pots each delivery.  If this is not happening please ask your driver to exchange these for you.
  • If you will not be using your brewer for an extended amount of time, please turn it off to prevent damage to the brewer.  The main power switch is located on the back of the brewer.

Can I get no contact delivery and/or exchange of my equipment?

Yes, we do offer no contact delivery and/or exchange of equipment to reduce the spread of COVID-19.  It is as simple as leaving your empty bottles out for your driver and they will replace them with a full bottle in the same spot.  If you have any special instructions or order changes please call our office at (800) 232-7332 before your route day or send an email to customerservice@mountainmist.com.  You can also use the contact us link located at the top of any page.  For water cooler exchanges we can offer the same service in the same way.  Below you will find links for setup videos of your newly exchanged water cooler.

Top-Load Water Cooler:
Click Here to Watch

Bottom Load Water Cooler:
Click Here to Watch

Delivery

How do I find my delivery schedule or next delivery date?

To find your delivery schedule or your next delivery date use the following steps:

  1. Click "Log In" located at the top of any page.
  2. Select "Home" or "Office", enter your "Account Number", enter your "Pin Number" and click the "Login" button.
Once you are logged in you will see your "Next Delivery Date" as well as a copy of your full "Delivery Schedule" that you can download or print.  You can also download a copy to your mobile device using the links provided.

Can I skip a delivery?

If product is not required you must contact Customer Service prior to your regularly scheduled route day to request a 'skip' for applicable dates of service. NOTE: Mountain Mist's policy requires our Route Representatives to deliver the product minimum once they arrive at the service address.

What happens if my normal delivery falls on a Mountain Mist recognized holiday?

Mountain Mist observes 7 major holiday closures each calendar year. Closures are managed on a 'slide schedule' that advances your delivery to ensure all accounts receive delivery throughout each holiday month. The exact 'slide' is determined by the number of consecutive business days our corporate office is closed and all closures are shown on each Delivery Schedule. You can access your delivery schedule by logging into your account on our website.

Environment

Does Mountain Mist supply glass or plastic water bottles?

At this time, Mountain Mist only supplies plastic water bottles. These bottles weigh much less, approximately 43lbs for a 5-gallon, and are 100% recyclable material.

Equipment

How tall are your water coolers?

The standard size water dispenser is 12.5"W x 12.5"D x 38.5"H requiring an additional 2-3” circulation space for proper compressor operation.

Product

What is the shelf life of your water?

Case products such as 500ml, 1 liter, 1 gallon and 2.5 gallon are sealed products able to be stored for up to 1-year in favorable conditions. Our 3 & 5 gallon bottles have a wet-seal cap and a recommended shelf life of 3-months maximum.  NOTE: Shelf life largely depends on storage conditions which may result in shorter storage times.

Should I store bottled water for emergencies?

Government agencies recommend storing at least 1-gallon per person per day for at least 3-days. We recommend only using sealed case products and rotating your water supply every 6 months.

What size water containers does Mountain Mist supply its' customers?

Mountain Mist supplies the following bottle sizes:

  • 5 gallon bottles
  • 3 gallon bottles
  • 2.5 gallon containers ( 2 per case )
  • 1 gallon container ( 6 per case )
  • 1 liter bottles ( 12 bottles per case )
  • 500ml bottles ( 24 per case)

Is an Material Safety Data Sheet (MSDS) required for bottled water?

A MSDS is not required for bottled water because it is a food or beverage and thus exempt for the Hazard Communication standard.

Other

How much water should I consume each day?

Each person, household or office will consume different amounts based on personal usage. We recommend eight 8-ounce glasses, which equals about 2 liters, or half a gallon.

Why should I not just buy my water at the store?

We bottle our water straight from our in-ground aquifers. Once bottled, the 3 or 5-gallon bottles are typically delivered within 24 hours! Mountain Mist is processed naturally so our spring water retains all natural minerals and nutrients without harmful bacteria and preservatives. It’s pure, refreshing, affordable and very convenient. Home or office delivery, courtesy of our friendly delivery drivers, removes the strain of carrying heavy bottles from the store and eliminates the "guess work" from various brands that may provide filtered municipal source water at an inflated price.