1. Do you need the room number for delivery?

You don't need a room number to order. We deliver directly to the bell services, where they hold and refrigerate your perishable items. We will send you an email notification and text message when our team member delivers to the bell service.

2. Do you have to be present at the time of delivery?

No, you do not have to be present at the time of delivery we we deliver to Bell Services. At your convenience, you can pick up your order from the bell services or contact front desk to have them deliver it to your room.

3. How many days in advance should I place my order?

We recommend placing your order few days in advance. For small orders, we do provide same day delivery if order is placed early morning.

4. Is there a delivery charge?

Delivery is free for all orders over $150. For orders less than $150, the delivery fee is $9.90. We provide premium packaging. Bags are sealed and handled with care.

5. When will I receive my delivery?

You can choose your desired delivery time through our website. You can select from the following time frames:

06:00 am – 10:00 am
10:00 am – 02:00 pm
02:00 pm – 06:00 pm

06:00 pm – 10:00 pm

6. When can I pick up my order from the hotel’s Bell Services?

You will receive an email notification and an SMS message as soon as your order is at the hotel’s Bell Services and is ready to be picked up.

7. How will I know that my order has been delivered?

We will send you an email notification confirming that your order has been delivered to your hotel’s Bell Services. We will also send you an SMS message.

8. Can I save an order and continue to add items to the cart later?

You can add products to your cart and proceed to checkout whenever you’re ready. The products in your cart will be saved until checkout.

9. Do you deliver alcohol?

At this time, we do not deliver alcoholic beverages.

10. What happens to the perishable products when my order is delivered to the hotel?

Our team meber will leave all perishable items in the refrigerator at the hotel’s Bell Services. And frozen items in the freezer.

11. What do I do if I can’t find a product that I want?

We are constantly adding new products to our website. You can most definitely chat with us through our website or send us an email to hello@waterbutlers.com with your product request and our team members will add it for you.

12. I received an email that my order has been delivered but the hotel doesn’t have it, what should I do?

Our team member leaves the order with the hotel’s Bell Services. Please check with Bell Services for your order with your name on the package. Do not hesitate to contact us at (772) 207-0202 or through email at hello@waterbutlers.com if you need assistance locating your order.

13. Do you deliver to Universal?

Yes, we deliver to Universal, however you must be present for delivery. As Universal resorts don't accept deliveries on your behalf.

14. Do you deliver to a house, Airbnb, or condo?

We only deliver to Disney and Universal resorts at this moment.

15. Can I pay cash?

We accept all major forms of payment such as all major credit cards, PayPal, Apple Pay and Google Pay. However, we do not accept cash payments.

16. Can I edit my order after it's submitted?

Yes, you can add items or remove items from your order after it's already submitted. Please contact our office to request changes. You can edit your order up to 24 hours before delivery date.

17. What is your cancellation policy?

We charge a $15 restocking fee if the order is canceled within 48 hours from the delivery date. If it's cancelled before that, we do not charge any restocking fee. Birthday cakes and catering items cannot be canceled. Orders cannot be cancelled on the delivery day.

For Ride Butlers, cancellation fee is $25 if you cancel within 48 hours of the pick up date.

18. How does your transportation service work?

We will pick you up from the airport at the luggage claim, and drive you in a private vehicle to your resort. Your ride is not shared with anyone.

For return trips, we will pick you up from your resort and drive you directly to your airline's departure gate.

19. How does it work if I order groceries and request a ride from the airport?

We will deliver your groceries to your resort's bell services in a different vehicle than the one picking you up from the airport. That way your grocery order will be waiting for you when you arrive to your resort. Please note that grocery and transportation orders must be made separately.