Member Guidelines
To ensure the most seamless and enjoyable membership experience, here are a few important guidelines for member communications & service for both store and delivery.
For any questions about your membership, new bottle orders or schedule changes, please contact our member concierge at hello@wellalkalinewater.com or via text (949) 200-9782.
Delivery Membership
● Each delivery membership payment includes water, bottle washing & delivery. WELL glass bottles, stands and spigots must be purchased separately.
● Membership payments are billed every four weeks. To follow are our delivery schedule options:
- Core plan: delivery every other week and two deliveries per membership payment.
- Monthly plan: includes one delivery per month and per membership payment.
- Weekly plan: includes four deliveries per month and per membership payment.
● ACH payments are now available. Let us know if you prefer this option instead of saving your cc on file, and we can email you details to enroll.
● If you add new bottles to your delivery and exceed your current delivery plan bottle allotment, we will automatically adjust your invoice to elevate your membership to the next plan tier.
● Special deliveries can be requested if a member misses a delivery or needs an additional delivery before their next delivery. Special deliveries are reserved for our members and are subject to our scheduling availability, which can vary each week. We will always do our best to accommodate your schedule!
The following is our special delivery pricing, which is an extra charge in addition to your scheduled membership fee.
| Neighborhood | Up to 4 Bottles | Up to 8 Bottles |
|---|---|---|
| Newport and Laguna Beach | $50 | $100 |
| Irvine, CM, HB & South Coastal Areas | $80 | $130 |
● For any personalized services required above and beyond replacing the empty bottles outside the front door, we will charge a $15 personalized service fee per delivery to cover the additional time.
● Examples of personalized services include: Carrying the bottles inside the home, changing the spigots and replacing the bottle on the stand, using a lockbox or keypad to access the empty bottles in the garage or home.
● We will charge .95 for each missing cap for the empty bottles left outside for delivery. This helps us to limit the number of missing caps each week, which also helps us save plastic from the environment.
● You can start and stop delivery at any time with notice, as there is no contract or minimum duration requirement for your membership. Please email or text our member concierge to let us know at least 48 hours prior to your next delivery.
● Gratuity / tips are graciously, gratefully accepted by our delivery team. This means the world to us and our hard-working delivery team. 100% of tips go to our team members. We are now able to add this to your monthly membership automated payment, simply send our Member Concierge a message to request it.
● Delivery members are welcome to refill at the store between deliveries at no charge while your delivery membership is active. If your delivery membership is paused, pay as you go store refill charges will apply.
Things We Can Do!
● If your bottles aren’t out when we arrive, we will knock on the door, then try to call you for a quick response. We will take a time stamped photo so you know we were there. If we can’t reach you we will have to move on to the next delivery.
● Send a second text reminder if needed to remind you of your upcoming delivery - just let us know if you need two!
Things We Can’t Do :(
● If bottles aren’t out and we can’t immediately reach you via phone or knocking on the door, we are not able to wait for an extended period of time to hear back from you or return later that day a second time.
● Our team is not able to move furniture, do heavy lifting or assist with chores unrelated to WELL while at your home. As much as we would love to help, the team is on a rigorous schedule each day and needs to stay focused to ensure we have time to complete route and provide the highest level of service to all delivery members.
Store Membership
● Membership payments are billed each month on the same date. Please let us know prior to your recurring payment date if you’d like to pause or cancel your membership.
● You are welcome to refill bottles you already own or purchase ours.
● For personal sized bottles, please limit to 4 cases (48 bottles) per single visit to the store. For larger quantities, we will arrange a drop off and pick-up day out of respect for other members, to give us ample time to fill, and minimize your wait time.
● You may save a card on file for your recurring membership payment or set up a recurring ACH payment. Just let us know what you prefer.