Frequently Asked Questions

Nestlé® and Pure Life® are registered trademarks of Société des Produits Nestlé S.A., Switzerland, with which NESTLE WATERS FACTORY H&O LLC is affiliated.

Yes,all the water brands are owned by Nestlé . However accessories are sourced by approved suppliers.

The most efficient way is to place your order through the website. However you can also reach us on the toll-free number 44335777 Riyadh: (011) 265 0000 Madinah: (014) 845 8888 eastern region:(013) 8121320 Jeddah: (012) 608 0000

Yes, you can send us on Facebook @Nestlé Pure Life Arabia or services@sa.nestle-waters.com or by SMS or WhatsApp

Yes we do, you can download our app Nestlé Waters on Apple store or Google Play.

For new customers when we receive your initial order, we'll call you to confirm your order and schedule your first delivery of bottled water, and set up a new water dispenser or other accessories (if you've selected one). Then, according to the agreed visit frequency, we'll pick up the empty bottles and replace them with new ones.

You can access your account online 24/7 or call us on 011-2650000 Riyadh: (011) 265 0000 Madinah: (014) 845 8888 eastern region:(013) 8121320 Jeddah: (012) 608 0000 toll-free number should you need further assistance.

You are required to be home to receive your first delivery of water or if we are arriving to set up or pick up a water dispenser at your home and office.

You may opt for the deliverer to access your home (no liability on Nestlé Waters). Otherwise, you do not need to be at home to receive regular deliveries;

You can simply leave your empty water bottles with coupons at a pre-arranged location and we will replace them with your new delivery. After this first delivery, you can start viewing your bills, adding extra deliveries and products or even suspending a delivery if you're going to be away! It is a great time-saver!

For scheduled delivery, we deliver to you once a week. You can also schedule extra deliveries if you need additional water or other products by logging into your online account. Outside scheduled deliveries will be confirmed by our customer service rep.

Yes, if you need to have a delivery to more than one address, you can set up a second account for the additional address.

Once you have completed your order, our driver or customer engagement agent will contact you to confirm your order and review the specifics of the delivery location-including your building's or development's security situation. We currently deliver to many buildings and developments with different levels of security. There is a good chance that our driver is familiar with the security issues involved in delivering to your location.

You are required to be home for your first order or if we are arriving to set up or pick up a water dispenser at your home. You do not need to be at home to receive regular deliveries. Just leave your empty water bottles with coupons at a pre-arranged location and we will replace them with your new delivery.

You are required to be home for your first delivery especially if you have ordered a water dispenser and our 5 Gallon bottles. We may set up your water dispenser and water bottle for you to ensure that it is working properly, if you opt for clear instruction allowing our representative to enter your home (no liability on Nestlé Waters). We will also show you how to replace the bottle when it is empty.

If you are a recurring 5 gallon customer, every delivery, we'll pick up your empty bottles; just leave them with coupons at a prearranged location. Our 5-gallon bottles are returnable and will be charged a deposit for each bottle of water you retain at home. You can claim back this deposit when you finish your contract.

Absolutely. We know things change, that's why you can change your order at any time. Feel free to switch your quantity by modifying your account online or contacting our customer engagement center at 011-2650000.

You can reschedule or skip a delivery within 24 hours of your original delivery date by contacting our customer engagement center at 011-2650000 Riyadh: (011) 265 0000 Madinah: (014) 845 8888 eastern region:(013) 8121320 Jeddah: (012) 608 0000 or email us at services@sa.nestle-waters.com leaving your telephone number that is registered on your account.

• Coupon books
• 5 Gallon water refills
• Hot & Cold Water dispensers
• Plastic dispensers
• 5G Folding Rack Bottle Stand
• Cone Cups for cold water
• Cup holder
• Bottled Water
• Liter Bottle

Yes, your 5-gallon bottles are returnable, and can be washed, sanitized and re-used. We sanitize and recycle these bottles ourselves.

If you decide to create an account, you can manage your account online 24/7. After you receive your first delivery, you can manage your account online, where you can view your bills and add other products.

In order to enjoy the 5 Gallon water experience we strongly recommend the use of a water dispenser to have hot & cold water as per your needs. Should you choose to enjoy water at room temprature then we can offer other water accessories like the hand pump and plastic dispenser.

The easiest and quickest way to make a payment is through our website using your credit or debit card, or simply by paying cash on delivery.

We will bill you according to the payment method you establish when you sign up for your bottled delivery service. All invoices will also reflect charges for any additional products ordered and VAT.

We charge a one-time standard bottle deposit of 23 SAR for the first 5 gallon water bottle subscription or any extra future bottle requirements. The deposit will be refunded to you upon termination of your subscription.

Value added Tax ( VAT) if applicable.

We have numerous safety and testing steps in place, both in the field and at the factory. Our 5 gallon bottles are designed to be reusable. This decreases the use of raw materials and reduces waste. Each bottle goes through a vigorous and multi-barrier process that thoroughly inspects, cleans and sanitizes the bottles.

When our route delivery staff collects empty bottles in the field, they are screened visually. If there are obvious sources of contamination, suspect bottles are removed from the supply chain and destroyed. Bottles that pass this screening step are returned to the distribution branch and then transported back to the factory. At this point, each trailer of bottles is re-inspected and evaluated by trained staff. If any remaining bottles are deemed suspect, those bottles are destroyed. Once inside the factory, each and every bottle undergoes a specialized sniff test that detects whether there is any presence of organic compounds or strong odors. Any bottles that test positive for contamination are destroyed. Bottles that pass all of these examinations are washed with hot water at 65 degrees Celcius and detergent, sanitized with disinfectant, rinsed, then filled with water and capped. Each of these processes is tested for efficiency throughout the day.

Hundreds of tests are performed each day inside the factory to safeguard the quality of our bottled water products. These include repeated tests on the water itself, tests on the contamination detection and cleaning equipment used in the bottling process, and inspections by our staff.

The water inside the 5G bottle shelf life is set for 1 year as per the Nestlé Standard.

Bottled water should be stored in a cool (i.e. room temperature), dry environment away from sources of odor, such as household cleaning products, solvents such as gasoline, paint thinners and other toxic or odorous materials, and away from direct sunlight. A partially consumed bottle should be capped when not being consumed.