Frequently Asked Questions

Q Where does your water come from? Is it just tap water?

We start with water from the local water municipality. Next, we remove sediment, chlorine, and hardness. Then we filter it through a reverse osmosis membrane which removes 98% of the remaining chemicals, including sodium. This process produces water 50 times more pure than spring water. Our system is state-of-the-art in every way. It's also approved by the PA-DEP and certified by NAMA.

Q What is "reverse osmosis?"

Reverse osmosis is a process that utilizes a very fine membrane to convert undesirable water into water that is virtually free of health or aesthetic contaminants. Water molecules pass through this membrane very easily because of their small molecular size. However, the membrane traps larger molecules from passing. A more detailed description of the process is available at www.wqa.org/sitelogic.cfm?ID=872. Modern technological advances have allowed this process to become affordable for many personal, medical and industrial uses. Just a few of these are: drinking water, ice making, humidification, car wash water reclamation, restaurants, greenhouses, pharmaceutical production, hemodialysis, and manned spacecraft.

Q So, this isn't spring water? I always thought that was the best.

Spring water is exactly that--it comes from an underground spring. Although many impurities are removed as rain water passes through the soil, the chemistry of spring water varies depending on the source. Our water is filtered down to .0006 micron to remove virtually all impurities.

Q Aren’t minerals in spring water beneficial?

The mineral content (and the taste) of spring water varies depending on the soil it passes through. There is no guarantee which minerals you're getting from spring water and at what concentrations. A diet including a variety of healthy foods is your most reliable source of both vitamins and minerals. Our water may be just what your body needs, because it hydrates without making your organs work to remove other substances.

Q I'm used to drinking spring water. Why should I buy this?

In addition to the cost savings, our customers report that their coffee, tea, and other beverages taste better made with our water. That's because our water contains no chemicals that can impart an off-taste to your beverage of preference. Another advantage of our water is that it won't leave calcium and lime deposits in your coffee maker, humidifier, or iron. Here are just a few comments from customers about our water:

"Our coffee & tea tastes like gourmet with your water!"

"Our kids have stopped drinking soda because they prefer your water!"

"We've never had water that's so thirst quenching!"

Q Is there fluoride (salt, chlorine, nitrates, pharmaceuticals, giardia) in your water?

No. Our water passes through a commercial reverse osmosis membrane with pores so small that it is extremely efficient at removing impurities. Reverse Osmosis does not discriminate between chemicals. If it's a foreign substance in the water, it's removed. Check with your pediatrician regarding fluoride supplements for your baby's teeth.

Q Can I use your water for my baby's formula?

Yes! Our clean, fresh water is a great choice for your baby and for you.

Q Is your water safe for my fish (cat, dog)?

The chlorine used in public water systems to control algae and bacteria can be deadly for aquarium fish. Our water has had all the chlorine and virtually all the mineral content removed, making it safe to use in fish tanks. Just don't forget to test and adjust the pH level, as recommended for your species. Regarding cats and dogs, a clean water container and fresh water are as important to your pet's health as they are to yours. The great taste of filtered water may even encourage finicky pets to drink more water, which is important in maintaining urinary tract health.

Q Do I have to use your containers?

No. Many locations do sell our bottles, which are very durable, but they certainly aren't required. In fact, we encourage reusing containers such as spring water bottles, juice containers, and milk or iced tea jugs. Reuse is the ultimate way to recycle! To remove the residual taste of other beverages from your water containers, please see our Bottle Care Instructions by clicking here.

Q Is it OK to reuse my jug? I heard we shouldn’t.

Bottles designed for consumable beverages are reusable numerous times, as long as you follow our bottle care instructions that can be found by clicking here. Note: Leave the cap off and set your jug on its side to air dry after use. This will extend its life.

Q I get water delivered. Can I refill those jugs here?

Absolutely, and we encourage you to do so! You'll be thrilled with our water quality and the money you'll save compared to home delivery.

Q How do I fit 5-gallon containers in your dispenser?

Our dispensers have a 1-gallon bottle guide and an extra shelf which are used to accommodate many different bottle sizes. For a 5-gallon jug, simply raise both of them. 3-gallon cooler jugs also fit in this position.

Q Do you have caps that prevent water from spilling out when loading them onto my cooler?

Yes. Unlike standard cooler jugs, our 3 and 5-gallon containers have threaded spouts. We sell a reusable screw-on accessory called an Easy Load Cap which allows our jugs to be turned over onto a cooler without splashing. If your local store doesn't have them in stock, call us for the nearest location that carries them. 1-800-813-1347 We can also ship them to you, if you prefer.

Q Do you sell coolers?

Not currently, but we may in the future. They can be readily found at several department stores and home improvement centers.

Q What do I need to do to keep my containers clean?

This is a very good question. You'll find it surprisingly easy to do. Please click here to see the Bottle Care Instructions page.

Q Should I be cleaning my cooler periodically, too?

Yes. Follow your manufacturer's instructions. A clean cooler is important to maintain good tasting, healthful water. And, don't locate your water cooler in direct sunlight.

Q How long does the water last?

That depends on several variables. Storing full containers in a dark, cool place will keep the water fresher longer. Drying out empty jugs in between uses will also help. Periodically sanitize your containers using the bottle care instructions that can be found by clicking here. For the freshest taste, don't keep water for more than a month, even when stored as recommended above.

Q How often is your equipment serviced?

We have a staff of highly-trained service technicians responsible for the stores in their area. Each month, the technician performs a 32-step monthly maintenance and inspection of the system. He/she also submits water samples monthly to an independent DEP-certified laboratory for testing.

Q With all the mining going on, will your water be safe?

Yes, our system will be able to maintain high water quality regardless what is happening in the underground water table.

Q Sometimes the water comes out feeling warm. Is something wrong?

Pennsylvania State Law requires that the last thing the water sees before it enters your container is ultraviolet light. Ultraviolet light kills bacteria, and it also produces some heat. You may notice the water is warm especially if the dispenser hasn't been used for a few hours because the water has been bathing in this UV light. Rest assured that your water is always fresh and clean. Refrigerate it first if you'd like, then enjoy!

Q Isn’t there a risk of vandals damaging this unit?

Although it could be possible, it is an extremely rare occurrence. The units are well lighted at night, and they're often close to the high traffic entranceways of the store. If you suspect a problem, bring it to the attention of the store manager, and call our 800#. We'll check it out for you: 1-800-813-1347

Q Do your dispensers take dollar bills?

We do have bill acceptors at some locations. Please call us if you feel your location needs a bill acceptor.

Q Do you have other locations?

We have locations in Pennsylvania and Maryland. To find your local H2O To Go Dispenser click here to use our locator tool.

Q What does 'OFF" in the display mean?

The dispenser is not operating correctly and has automatically shut down. Please call 1-800-813-1347 and tell us the dispenser says "OFF."

Q One of the pushbuttons is blinking. What does that mean?

The dispenser is not operating and has automatically shut down. Please call 1-800-813-1347 and tell us which of the 4 push buttons is blinking. This will greatly help us diagnose the fault and get it back in service. In fact, sometimes we may even be able to fix it while you wait!

Q What do I do if I need a refund?

Please visit the Customer Service desk at the store. If the store is closed, you can let us know by calling 1-800-813-1347.

Q Do you install this system in homes?

The system we manufacture is sized to accommodate a much larger volume than home systems. However, if you have a business, please give us a call. We'd love to talk with you about the potential of your location.

Q How long have you been in business?

Since September, 1994. Please check out the "About Us" tab to learn more about our company and our commitment to water quality.

Q Why does your machine get shut down when there's a boil water advisory? Isn't it safe?

Pennsylvania State Law requires we shut down our system until the source water comes into compliance with the guidelines of the EPA Safe Drinking Water Act. This law applies regardless of the ability of our system to handle the conditions that warranted the warning or advisory.

Q Will this water affect my medications?

Our water is an excellent choice for taking with medications, because it contains no substances with which medications can adversely react or be altered in any way. Your medications will be able to perform as they are intended.


If you have any other questions that we didn't address here,
we'd be glad to help. Please call us at 1-855-H2OTOGO (1-855-426-8646)