FAQs

To begin a new account with us, you must elect to pay by credit or debit card in a recurring manner with AutoPay. Your payment method will then be charged upon each delivery made to your address. By providing your payment method information, you authorize Primo Brands to place an initial $50 hold charge against your payment method which will be released within 30 days.

You can start a new account by calling us at 1-866-407-7873 or sign up by clicking sign up in the top navigation section of any page.

You can access your account by clicking “Forgot password.” We will email a link to you that will allow you to reset your password.

1. Go to the login icon page and click “Forgot password.”

2. Enter your email address in the space provided and click “Send email.”

3. A password reset link will be emailed to the email address we have on file.

4. Click on the link in the email and you can reset your password.

To change the information on your account, you need to log in to your account. Click on the “My Account” option at the top of the page. You can review or change the following information:

1. Account information

2. Billing and payment information

3. Manage logins

You may change your password by logging in and selecting “My Account,” and then navigating to the Account Information section at the top of the page. Then click the “Change Password” button. You will need to enter your current password once and your new password twice.

To change the name on your account, log in to your account and do the following:

1. Click the “My profile” button just under your name in the blue banner at the top.

2. In the “Account details” section, click the “edit” link under the account name.

3. Enter the first or last name to be changed.

4. Confirm changes.

We strive to provide the best experience possible for our customers. Please use our contact us form or call our Customer Care Department at 1-866-407-7873 to let us know about the error you found, what the correct information should be, and an email address or phone number where we can reach you if we have questions. Thank you for letting us know there was an error.

Please contact us at least 7 days before your move to ensure we offer service at your new address. You may do so by phone at 1-866-407-7873 or email using the contact us form. Once it is confirmed that you are staying within a serviceable area, you may move the rental dispenser along with your bottles to your new location. If you are moving to a non-serviceable area, we will pick up the dispenser and/or bottles prior to the move.

The delivery address is the address where your products are delivered. The billing address is where your billing invoices are mailed.

We show both your billing address and delivery address. In addition, if you have recently moved, you may continue to see your previous address until your new address has been updated in your account.

Managing your service online is as easy as following these simple steps:

- Review your invoice.

- Pay your invoice through the mail, online, or by calling us at 1-866-407-7873.

- Manage subsequent deliveries by reviewing your delivery schedule and communicating any changes through your route sales representative, online, or by calling 1-866-407-7873.

After signing up for bottled water delivery service, you will decide what day you would like your dispenser to be set up. A route sales representative will come by your home or office to set up your dispenser, drop off your first bottled water delivery, and review operation instructions. Someone 18 years old or older must be present at this appointment. Dispenser and heating systems of the dispenser will be verified and proper bottle handling and dispenser features will be discussed.

During your initial set-up, you will decide with your route sales representative where to leave your empty bottles and where the new water bottles will be placed.

Yes. self-service Refill bottles are BPA-free.

To ensure the highest quality water, bottles should be rinsed with baking soda before each use and sterilized Clorox-brand, unscented bleach that is an EPA registered sanitizer every six months. Mix 1 tablespoon of baking soda per gallon of water, place cap on the bottle and shake. Rinse thoroughly and allow the bottle to air dry. To sterilize every six months: 

1. Add ½ teaspoon of Clorox-brand, unscented bleach per gallon of water 

2. Swish water around and let stand for 3 minutes 

3. Pour out and thoroughly rinse until water is clear and no scent can be detected

4. Air dry

5. Seal container

Yes. Our filtration process features activated carbon filtration and a reverse osmosis membrane to eliminate chlorine. 

Yes. The ultraviolet lights destroy (disinfect) 99.9% of bacteria and viruses. 

Our system incorporates three types of filtration: 

1. Sediment Filtration – physically traps particles such as dirt and pipe scale from incoming water

2. Activated Carbon Filtration – eliminates chlorine which aids in the great taste of our water

3. Reverse Osmosis – the reverse osmosis membrane removes any remaining dissolved impurities in the water such as lead, arsenic, mercury and nitrates

Our process also includes ultraviolet sterilization to ensure safe, high-quality water.

Yes. our bottles are considered a food contact surface. All of our bottles are composed of food grade resins and meet all US FDA requirements. 

Yes. Your pets can enjoy our great-tasting water! Consult an aquarium expert for advice on specific needs for fish and amphibians.

Self-service Refill water is available nationwide at thousands of convenient locations. Click here to find a local store where our water is available. 

Yes, we use "cookies." Like many websites, we use cookies to make your online experience faster. A cookie is a piece of data stored on your computer's hard drive that allows our website to identify you. Cookies cannot be used to access sensitive account information. You will always have to log in with a username and password to place an order. Please note that if you prevent your internet browser from accepting cookies, certain features of this website may be disabled.

Yes, our website is secure. We take all necessary steps to meet industry standards in securing our website. The servers that host our site are kept in a secure location, and may be accessed solely under the instruction of our corporate office for maintenance and upgrades. Certain sensitive data transmitted on this site is stored behind "firewalls." Access to the data is limited to authorized employees and agents acting under our express instructions. Please view our Privacy Policy for more information.

Keeping your personal information private is very important to us. Please refer to our Privacy Policy for more information. If you have any questions regarding our Privacy Policy, please email us at customerservice@primobrands.com.