Questions & Answers

1. Why did I receive this warning message when I try to register: "There is already an account with this email address"?

Your email address is already connected to your account in our system - because e.g. we sent a transactional document to you before -, but you haven't registered / received an online access to your account yet. Please use the "Reset Password" feature to claim your online access via your email address. Once you retrieve your password and log in successfully, you can find your order and transaction history as well as other related documents.

2. Why couldn't I find our former orders or transaction documents online?

You can only find them if your online access and your account(s) are connected to each other in our system. If you can't see all your orders and related documents (or you can't see anything at all) after you have already registered and logged in successfully then you might have more than one account in our system. In this case, please contact us and provide details about your missing orders, transactions, accounts (e.g. possible phone numbers, addresses, dates, items, etc.) that can help us look up your other account(s) and merge them.

3. Can we allow other colleagues online access to our account?

Yes! We can set up separate online access for your colleagues, one by one. Please email us at from your registered email address and include your colleagues' names and email addresses in your request, so we can quickly allow them access.

4. How can I check the balance on our account?

It's easy! Log in to your account > 'Welcome' link (top right) > 'Account Balance'

5. Where can I find my receipts or invoices?

To find your receipts or invoices, please: Log in to your account > 'Welcome' link (top right) > 'Transaction History' (or 'Invoices' or 'Print a Statement')

6. Can I pay for an invoice or my balance online?

Yes! Log in to your account > 'Welcome' link (top right) > 'Invoices' (or you can pay for your balance at the 'Account Balance' page)

7. How can I request a quote?

Please call us at (888) 444-8497 or email us at for a quote. You can also use our Contact Us form.

8. What is the tracking number for my shipment?

You can find it by logging into your account > 'My Account' link (top right) > 'Purchase History' (you will find the tracking numbers as a column in the list of your purchases)

9. Can you ship orders to the US?

Unfortunately, no. Currently, we are only able to ship orders to Canadian addresses and P.O. Boxes.

10. Do you test well water?

Unfortunately, we do not test well water/ However, we do have a water treatment specialist who can analyze the results and design treatment systems. The two labs in the Victoria area that do test well water are Maxxam in downtown Victoria and MB Labs Ltd in Sidney.

11. Do you test pool and spa water?

Yes! We offer free and very accurate digital pool testing. We also will go over the results to develop a plan and achieve a perfect balance in your pool or hot tub for proper safety and enjoyment.

12. Do you offer installation or maintenance services?

Van Isle Water does not provide installation or maintenance services. However, we work with a great deal of professional contractors whom we would be happy to recommend depending on your need.