FAQ

Frequently Asked Questions...

SHIPPING QUESTIONS 

PRODUCT QUESTIONS

GENERAL QUESTIONS

POLICIES


SHIPPING QUESTIONS

How long does it take to get my order?

  • Typically all United States (US) orders take about 2-3 days to arrive to your doorstep. International orders vary from 5-10 days generally. When Amazon (US) is stocked, it takes 2 days if you are a Prime member.
  • NOTE: Expect orders during the week of Shark Tank October 8th to take longer.

PRODUCT QUESTIONS

What should I use the espresso profile for?

  • The espresso profile is specially formulated for your espresso machines. If you love your expensive and aesthetically pleasing espresso machine and want it to last longer than a couple of years using your current water, then purchase the espresso profile. It will help protect your machine while simultaneously providing fantastic shots of delicious espresso.

What should I use the classic profile for?

  • The classic profile is recommended for any manual brewing method (e.g., aeropress, chemex, V60, etc.) as well as for your home coffee drip brewer. It is our most popular formula, and you will understand why when you finally make the jump and try Third Wave Water's capsules for your coffee. Try it. You won't regret the decision!

What is the difference between your products? What should I order?

  • Our primary products are classic profile 1-gallon, classic profile 5-gallon, espresso profile 1-gallon, and espresso profile 5-gallon. The classic profiles are for use with traditional coffee brewing machines. The espresso profiles are for use specifically with espresso machines. The 1-gallon products are for use with 1-gallon size jugs of water. Each carton comes with twelve (12) packets measured for use with 1-gallon jugs of water. This makes a total of 12 gallons of Third Wave Water. The 5-gallon products are for use with 5-gallon jugs of water. Each carton comes with twelve (12) packets measured for use with 5-gallon jugs of water. This makes a total of 60 gallons of Third Wave Water.

Can I use the classic profile to brew cold brew coffee?

  • Yes!! We get this question a lot and are proud of our many partners using Third Wave Water to brew their cold brew: Telemetry Coffee, Bru Brothers, and more!

What kind of water should I mix with the Third Wave Water minerals?

  • We recommend using either distilled water or water from a reverse osmosis (RO) system. If you acquire water with 0-9 total dissolvable solids (TDS), you will be in great shape. Distilled water can be found in the United States at the following locations:
    • Grocery stores (e.g., Kroger, HEB, Whole Foods, etc.)
    • Convenience stores (e.g., Rite Aid, Walgreens, etc.)
    • Supermarkets (e.g., Target, Walmart, etc.)
  • NOTE: The only countertop filter system we recommend using to acquire water to mix with your Third Wave Water mineral packet is Zero Water.

Do you sell packets in liters?

  • Yes, but they will be available for purchase in your local overseas retail locations. We will provide more information as distribution is setup.

How do I use the 5-gallon packs?

  • The 5-gallon packs were created to be used with a 5-gallon carboy; this is probably the most common size of water jug in the United States. We recommend using a powered pump (flojet is our current favorite) to hook up your espresso machine so you don't have to manually fill your espresso machine in use.

Is Third Wave Water safe?

  • Yes! If you follow the instructions and use distilled water or reverse osmosis, then all trace chemicals and unwanted minerals are removed. Adding the natural minerals from your patent-pending Third Wave Water packet safely adds the following three (3) minerals: magnesium sulfate, calcium citrate, and sodium.

What is the shelf life of your packets?

  • Shelf life is the same as any packet of sugar or salt. The only thing you can't do is store it in places with extreme heat (over 150° F). 

What is the shelf life of your packets once they are mixed with water?

  • The product will last indefinitely in the water. Once it is mixed in, it stays mixed since the minerals are naturally soluble at the ratios in the formulas provided.

How should I store my mixed water? Do I need to refrigerate it?

  • You can store your water jug at room temperature after mixing. This is actually recommended because your coffee maker will work harder (and take longer) to heat up cold water.

Can I use your Classic Profile packets with tea?

  • Yes, Third Wave Water works very similarly for tea! Tea blogs recommend 80 - 150 TDS (total dissolvable solids). Our formula is 150 TDS.

Can I use Third Wave Water with my Keurig or Nespresso machine? Do I need to remove the filter first?

  • Yes, you can use Third Wave Water Classic Profile with a Keurig or Nespresso machine. You do not need to remove the filter. It will not filter out our product because the filters on these machines do not filter out solids. However, your filter is not needed because your water is now already optimum for brewing. The filter will not add an effect. 

GENERAL QUESTIONS

Do you sponsor coffee events?

  • Yes! We love helping coffee connoisseurs have the best experience possible! We only ask that you provide some basic information about the event and how you would like to share TWW with your participants. Please email us at contact@thirdwavewater.com to being the short verification process. It is a first come, first served basis as we have a limited marketing budget.

Do you have a coffee shop system yet?

  • No, but...it's on its way. Check back soon for more information!!

What is Third Wave Coffee?

  • We get this question often. There are many aspects of what the coffee industry calls third wave coffee. It includes the ethics of sourcing coffee and the methods of trying to create the best coffee possible with all available resources and processes. It might sound a bit dull and dry, but when you experience the wizardry yourself, you won’t go back. Here are some fun methods to start with:

  1. Find fresh locally roasted craft coffee • less than 1 week old is preferred.
  2. Choose your brew method • experiment! There are so many great brew methods available today, this is a great time to be a fan of coffee. Chemex, V60, Kalita Wave, Aeropress, American Press, French Press, etc. NOTE: paper filters remove oils and can add brightness to your coffee, so make sure you experiment!
  3. Grind your coffee • use a burr grinder for a consistent grind and throw your paddle/blade grinder in the trash please.
  4. Heat up your water • Add a Third Wave Water capsules to a gallon of your distilled or RO water to create the perfect balance of minerals, enabling all of those delicate aromas and vivid acids to shine through. Temperatures vary with your brew method, but start by heating from 195 to 205 degrees F.
  5. Rinse your filter • If you chose a method that has a paper filter then this step will remove unwanted paper pulp still trapped in the paper filter, which adds a touch of bitterness. Toss the rinse water in the sink.
  6. Add your ground coffee • Zero out your scale before tossing the coffee into your brewer. Remember this number [in grams] because you are about to create some wonderful trickery. Take that number and multiply it by 16. This is a ratio of 16:1 and is now the magical number you need to remember when you measure the amount of water you brew with.
  7. Bloom your coffee • Zero out your scale before blooming. Poke your finger in the middle of the coffee to create a divot to help the water stay centered as you add just enough water to saturate the coffee…then STOP and wait ~60 seconds. Watch and breathe in the aroma as the bubbles unlock the first stage of flavor. CO2 is trapped inside the cell structure of the bean. Blooming removes the gases and prepares the coffee bed for even extraction.
  8. Finish brewing • Remember that number you multiplied times 16? Make sure that you STOP when the scale displays this number and prepare for a third wave coffee experience…at least the brewing step.
  • These steps are only the beginning for you true coffee fanatics. We know who you are as we proudly wear the Third Wave Coffee merit badge ourselves. Once you discover great coffee it is impossible to turn back to the mud and mire you previously were forced to endure. Welcome to Third Wave Coffee and welcome to Third Wave Water!

How do I sign up for Wholesale so I can sell Third Wave Water products?

    POLICIES

    What is your return policy?

    • Returns
      • You may request a refund or exchange within thirty (30) days of the date of your original order.
      • An exchange can only be made in the event that your item is defective or damaged. In order to request an exchange, please email us at support@thirdwavewater.com.
      • Once your exchange or return is approved, you can return your item to 83 N Main St, Cedarville, OH 45314. You will be liable for the shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
      • To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging.
      • Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned. Additional non-returnable items include:
        • gift cards
      • To complete your return, we require a receipt or proof of purchase.
      • Please do not send your purchase back to the manufacturer.
      • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
      • When shipping an item worth more than $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
      • There are certain situations where only partial refunds are granted (if applicable): Any items no in its original condition which is damaged or missing parts for reasons not due to our error or any item that is returned more than 30 days after the purchase date.
    • Refunds (if applicable)
      • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
      • Sale items are not applicable for a refund, only regularly-priced items.
      • If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card/original method of payment within a certain amount of days.
      • If you believe that your refund is late or was not processed, first check your bank/credit card account. Then, contact your bank/credit card company. It may take some time before your refund is officially posted. If you have done all of this and still believe your refund is late or missing, please contact us at support@thirdwavewater.com.
    • Gifts
      • If you received one of our products as a gift and it was marked as a gift when ordered and was shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift code will be emailed to you.
      • If the item wasn't marked as a gift when purchased, or the gift-giver had the order shipped to themselves first, we will send a refund to the gift-giver, and he/she will then know about the return.

     

    What is your privacy policy?

    THIRD WAVE WATER PRIVACY POLICY

    Third Wave Water (the “Company”) is committed to maintaining robust privacy protections for its users.  Our Privacy Policy (“Privacy Policy”) is designed to help you understand how we collect, use and safeguard the information you provide to us and to assist you in making informed decisions when using our Service.

    For purposes of this Agreement, “Service” refers to the Company’s service which can be accessed via our website at www.thirdwavewater.com in which users can purchase products.  The terms “we,” “us,” and “our” refer to the Company. “You” refers to you, as a user of Service. By accepting our Privacy Policy and Terms of Use (found here: http://www.thirdwavewater.com/privacy-policy), you consent to our collection, storage, use and disclosure of your personal information as described in this Privacy Policy.
     

    I.    INFORMATION WE COLLECT

    We collect “Non-Personal Information” and “Personal Information.”  Non-Personal Information includes information that cannot be used to personally identify you, such as anonymous usage data, general demographic information we may collect, referring/exit pages and URLs, platform types, preferences you submit and preferences that are generated based on the data you submit and number of clicks.  Personal Information includes only your email, which you submit to us through the purchase process or newsletter signup at the Site.

    1.   Information collected via Technology

    To activate the Service you do not need to submit any Personal Information other than your email address.  To use the Service thereafter, you do not need to submit further Personal Information.  However, in an effort to improve the quality of the Service, we track information provided to us by your browser or by our software application when you view or use the Service, such as the website you came from (known as the “referring URL”), the type of browser you use, the device from which you connected to the Service, the time and date of access, and other information that does not personally identify you.  We track this information using cookies, or small text files, which include an anonymous unique identifier.  Cookies are sent to a user’s browser from our servers and are stored on the user’s computer hard drive.  Sending a cookie to a user’s browser enables us to collect Non-Personal information about that user and keep a record of the user’s preferences when utilizing our services, both on an individual and aggregate basis.  For example, the Company may use cookies to collect the following information: the website(s) that directed you to www.thirdwavewater.com 

    II.    HOW WE USE AND SHARE INFORMATION

    Personal Information:

    Except as otherwise stated in this Privacy Policy, we do not sell, trade, rent or otherwise share for marketing purposes your Personal Information with third parties without your consent. We do share Personal Information with vendors who are performing services for the Company, such as the servers for our email communications who are provided access to user’s email address for purposes of sending emails from us.  Those vendors use your Personal Information only at our direction and in accordance with our Privacy Policy.

    In general, the Personal Information you provide to us is used to help us communicate with you.  For example, we use Personal Information to contact users in response to questions, solicit feedback from users, provide technical support, and inform users about promotional offers.

    Non-Personal Information:

    In general, we use Non-Personal Information to help us improve the Service and customize the user experience.  We also aggregate Non-Personal Information in order to track trends and analyze use patterns on the Site.  This Privacy Policy does not limit in any way our use or disclosure of Non-Personal Information and we reserve the right to use and disclose such Non-Personal Information to our partners, advertisers and other third parties at our discretion.

    In the event we undergo a business transaction such as a merger, acquisition by another company, or sale of all or a portion of our assets, your Personal Information may be among the assets transferred.  You acknowledge and consent that such transfers may occur and are permitted by this Privacy Policy, and that any acquirer of our assets may continue to process your Personal Information as set forth in this Privacy Policy.  If our information practices change at any time in the future, we will post the policy changes to the Site so that you may opt out of the new information practices.  We suggest that you check the Site periodically if you are concerned about how your information is used.
     

    III.    HOW WE PROTECT INFORMATION

    We implement security measures designed to protect your information from unauthorized access .  We protect your information from potential security breaches by implementing certain technological security measures including encryption, firewalls and secure socket layer technology.  However, these measures do not guarantee that your information will not be accessed, disclosed, altered or destroyed by breach of such firewalls and secure server software.  By using our Service, you acknowledge that you understand and agree to assume these risks.
     

    IV.    YOUR RIGHTS REGARDING THE USE OF YOUR PERSONAL INFORMATION

    You have the right at any time to prevent us from contacting you for marketing purposes.  When we send a promotional communication to a user, the user can opt out of further promotional communications by following the unsubscribe instructions provided in each promotional e-mail.  Please note that notwithstanding the promotional preferences you indicate by either unsubscribing or opting out by contacting us on the Contact page (www.thirdwavewater.com/pages/contact/), then select ‘unsubscribe’ in the subject line drop down menu) we may continue to send you administrative emails including; for example, periodic updates to our Privacy Policy.
     

    V.    LINKS TO OTHER WEBSITES

    As part of the Service, we may provide links to or compatibility with other websites or applications.  However, we are not responsible for the privacy practices employed by those websites or the information or content they contain.  This Privacy Policy applies solely to information collected by us through the Site and the Service.  Therefore, this Privacy Policy does not apply to your use of a third party website accessed by selecting a link on our Site or via our Service.  To the extent that you access or use the Service through or on another website or application, then the privacy policy of that other website or application will apply to your access or use of that site or application.  We encourage our users to read the privacy statements of other websites before proceeding to use them.

    VI.    CHANGES TO OUR PRIVACY POLICY

    The Company reserves the right to change this policy and our Terms of Service at any time.  We will notify you of significant changes to our Privacy Policy by sending a notice to the primary email address specified in your account or by placing a prominent notice on our site.  Significant changes will go into effect 30 days following such notification.  Non-material changes or clarifications will take effect immediately. You should periodically check the Site and this privacy page for updates.

    VII.    CONTACT US

    If you have any questions regarding this Privacy Policy or the practices of this Site, please contact on the Contact page (www.thirdwavewater.com/pages/contact), then select ‘privacy policy’ in the subject line drop down menu) .

    Last Updated: This Privacy Policy was last updated on October 1, 2017.

     

     

    Subscribe