FAQs

Primo Brands Customer Direct is a convenient bottled water delivery service that brings trusted water brands directly to homes and offices. We make hydration easy and reliable by providing safe, great‑tasting water in reusable 3‑ and 5‑gallon bottles, as well as bottled water cases for on‑the‑go needs. Our portfolio includes well‑known brands such as Poland Spring®, Pure Life®, Saratoga®, and The Mountain Valley®, all delivered with care by local, professional drivers, when and where customers need it.

Primo Brands Customer Direct services many areas and regions across the United States. Follow these easy steps to find out if we service your area:

1. Visit water.com

2. At the top, click the City and Zip Code dropdown and type in your City or Zip code

3. This will confirm if Primo Brands Customer Direct delivery is available in your area

Canadian customers can sign up for Labrador Source or Canadian Springs:

4. Visit our website Labrador Source or Canadian Springs

5. At the top, click the Start Order button

We deliver a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages to homes and businesses - offering spring, purified, and enhanced water options. Our brands include Pure Life®, Saratoga® and The Mountain Valley® and regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring® and Zephyrhills®, purified brands including Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash Refresher® and AC+ION®.

Available in big bottle sizes from 2.5-gallons to 5-gallons, and a variety of on-the-go bottles ranging from 8oz to 1-gallon cases. We also provide water dispensers for purchase or rental, whichever is more convenient for you.

Yes, we do! Our 3- and 5-gallon bottles are designed to be reused up to 25 times, and we’re working toward 100% of our packaging being recyclable, reusable, or compostable by 2035. Primo Brands Sustainability

Primo Brands offers a wide variety of dispensers designed to fit every lifestyle and preference. Our lineup includes top-loading dispensers, which provide a classic design and make it easy to see when it’s time for a refill, as well as bottom-loading dispensers that offer a sleek look and effortless bottle changes without heavy lifting. We also offer table-top crocks that deliver refreshing room-temperature water without requiring electricity, making them perfect for spaces where an outlet isn’t convenient. For added flexibility, our pump options - both manual and electric pumps provide simple, portable solutions ideal for home, office, or on-the-go use. Across our dispenser models, you’ll find a range of temperature options including cold, ambient, and hot. Whatever your needs are, we have a dispenser that will meet them. You can purchase or rent your dispenser on water.com, or find our dispensers at retailer sites such as Walmart, Lowe’s, Target, Home Depot, Amazon and more.

Yes, you can use glass bottles on any of our dispensers, as well as electronic pumps. Because glass bottles are much heavier than plastic bottles, we do recommend bottom-load dispensers for ease of use. For top-loading or countertop dispensers, where you have to turn the glass bottle upside down to install, please use precautions to keep yourself safe.

We want to make water delivery easy and convenient for your schedule. You can choose deliveries as often as every 2 weeks, every 4 weeks, every other month, or on demand.

There is a $14.99 delivery fee per delivery. New customers will have a one-time $20 refundable account deposit fee.

For The Mountain Valley glass bottles there is a $30 deposit fee for each 2.5-gallon glass bottle, and a $40 deposit fee for each 5-gallon glass bottle. We will provide a bottle deposit credit that will fluctuate with bottle orders in each delivery for The Mountain Valley glass bottle.

Additional fees may apply. Please refer to our Terms and Conditions.

It's completely up to you if you choose to tip your driver for their service. We do not expect our drivers to be tipped, although there is an easy option in your online or mobile app account management where you can elect to add a tip after each delivery.

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 1-800-4-WATERS 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 1-800-4-WATERS 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 1-800-4-WATERS 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 1-800-4-WATERS.

- Manage subsequent deliveries by reviewing your delivery schedule and communicating any changes through your route sales representative, online, or by calling 1-800-4-WATERS.

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.

Activated Carbon Filter - Removes chlorine and odors
Micron Filter - Removes particles
Reverse Osmosis - Removes salts and impurities
Post-Carbon Filter - Improves taste of water
Ultraviolet Light - Designed to reduce bacteria

Our Primo Water Refill Stations are available nationwide at thousands of convenient retail locations. Click here to find the location closest to you!

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.