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 1-800-4-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.

A pre-delivery authorization confirms with your card issuer or digital payment service the status of your payment method and whether your available credit or funds can cover the estimated amount of your upcoming delivery. At this point you have not been charged, but there will be a temporary hold for that dollar amount, reducing your available credit or funds, pending your upcoming delivery. The actual charge will not occur until after your delivery is made, and the final amount may differ from the hold if your order changes.

If your delivery is cancelled/skipped for any reason, you will not be charged for that delivery and the hold will be released or will expire. However, please keep in mind that timing for the funds to be available again is set by your card issuer or digital payment service, not by Primo Brands, and may vary.

If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your digital payment service or card issuer.

There are many reasons for an unsuccessful authorization. Common reasons include:

• Insufficient funds available to cover the amount of the upcoming delivery

• Payment information on file is no longer valid, e.g., account was closed or has expired

• Your card issuer or digital payment service needs to contact you to verify the transaction

Choose automatic payments to help make sure your bill is paid on time. We will charge the due amount for your billing period to your digital payment service or your credit or debit card. Billed amounts may vary depending on the quantities and services you've ordered within a billing period. Applicable taxes and other charges disclosed in your service terms and on your invoice may apply.

You can also contact our Customer Experience Center at 1-800-4-WATERS for help.

After submitting your payment, you will see the amount paid on the confirmation page. If you do not see a confirmation page, your payment may not have been processed; please check your account before trying again to avoid a duplicate payment. Please check that your email address is up to date and enable notifications. We will also send electronic payment confirmations to the email address on your account.

You have two options for billing! We recommend signing up for Paperless Billing. With Paperless Billing, you’ll be able to see your invoice faster via email while reducing paper use. You can also choose to receive a copy of your invoice through the US mail.

Access your billing through your Primo Brands online account. Just follow these steps:

1. Log in to your Primo Brands online account.

 2. Select Billing on the left menu.

3. Select the Invoices tab to view or download your invoice.

If for any reason you need to make a one-time payment, you can make a payment through our website or mobile app with a credit or debit card, or using your digital payment service (PayPal, Google Pay, or Apple Pay). You may also call and make a payment through our automated phone system or with an agent.

Additionally, mailing a payment to us using a check or money order is also an option. Please make the check or money order payable to Primo Brands and refer to your invoice for the payment address.

Simply go to Start Water Delivery to begin. From there you will select your water products, optional dispenser (rental or purchase), how often you want water delivered, and schedule your first delivery. Delivery service is a recurring service: we will deliver your order and charge your payment method on the schedule you choose until you cancel. You can change orskip an order online at any time. See our Terms & Conditions for pricing, fees, and other service terms.

After you sign up for service, you’ll receive an order confirmation email with your product details, expected delivery date, and delivery location. A few days before your scheduled delivery, you’ll get a reminder by email, text, or app notification, based on the communication preferences you select. On delivery day, a Primo Brands driver will bring your water to your preferred delivery location. If you purchased a dispenser, it may arrive in a separate shipment before your first water delivery. If you rent a dispenser, it will generally arrive with your first water delivery.

For your first delivery, someone age 18 or older must be available for setup. For later deliveries, you do not need to be present. You can manage your delivery drop-off instructions (e.g., front door, back door, garage, break room) in your online or mobile app account.

Your route driver may already be familiar with the security procedures at your location. You can help us by adding delivery instructions in your Primo Brands online or mobile app account. Go to Deliveries→ Delivery Settings and fill out the Instructions section. Please do not include passwords, door codes, or other access codes you are not comfortable sharing with our delivery team.

If security measures prevent us from completing a delivery, we will reach out to you to arrange a new delivery date.

(Delivery Instructions)

Your online or mobile app account will give you the details of your next delivery.  We will also send you reminders, based on your communication preference, about 3 days before your delivery. You will have until 6:00 pm local time the day before the delivery to make changes or add additional products to your order.
In addition, we will send you a notice on the day of the delivery with a reminder to leave any empty 3- or 5-gallon bottles out for pick up.  Once your water is delivered, we will send a notification that the delivery has been completed. Full details will also be on your online account for you to review.
If your recurring order falls on a holiday, we will automatically move your delivery for you and communicate the new date.

You can leave your empty bottles in your preferred delivery location on the day of your delivery, and we'll pick them up each time we deliver. (Delivery Instructions)

If you need to schedule just a bottle pick-up, you can call our Customer Experience Center at 1-800-4-WATERS.

We do our best to minimize service disruptions; however, inclement weather and other events outside our control can create unsafe conditions or otherwise prevent our teams from operating as usual. When a service disruption occurs, we will try to notify you promptly of the delay and when you can expect your next delivery. Notifications are typically sent by email, mobile app push, and web alerts. You can also check your online or mobile app account for changes in affected areas.

Our offices, call centers, and branches may close in observance of certain holidays. If your delivery is scheduled during a holiday we observe, we will reschedule your delivery ahead of time and notify you of the new delivery date. You can also view delivery changes in your online or mobile app account.

During sign up, you will have created a username and password to set up your online credentials. Go to water.com and click on the My Account icon in upper right corner and sign in with your username and password to access your account.

Yes, you can download the Water.com app to manage your Primo Brands bottled water delivery service at any time.

With your online or mobile app account, you can:

 - Sign up for delivery and account notifications by email and text. Message and data rates may apply. You can opt out of texts at any time by replying STOP. (Account Notifications)

 - Choose your preferred delivery location, like your front door or garage (Delivery Instructions)

 - Explore new products and track upcoming deliveries (Add Products to an Upcoming Delivery) (Delivery ETA)

 - View balances, make payments, and update payment methods (View & Download invoices) (Update Your Payment Method)

From your online account log in screen, select Forgot Email/Username or Forgot Password?, and we'll walk you through retrieving your account information.

Simply click on "My Account" in the upper right corner, and log in with your username and password. Then choose Settings from the left navigation panel and use the edit buttons to update your account.  From this screen, you can edit your account information or change your password.

If you need to change the name on your account, or transfer the account to a new owner, please download and return our [Change of Name/Ownership] form, or call our Customer Experience Center at 1-800-4-WATERS.

Yes, you can have deliveries to more than one address within our service area.  Log in to your online account, choose Settings from the left navigation panel, and select the Add a New Address button to add an additional delivery address.

You can update the number of bottles or add products to your recurring orders easily online or through our Mobile App. From your home page you can click Edit Recurring Products, update your order and click Confirm Changes. (Edit Deliveries)

Or you can scroll to “Your Next Delivery” to update the items for just the next order.

You can manage your orders from your online account or Mobile App.  Once logged in, choose Manage This Delivery under your Next Delivery detail. You’ll have options to skip or change to an available delivery date. (Skip/Unskip Deliveries)

You can change your address online by navigating to Settings→ Your Account→ Update Address.  We'll confirm if you are moving within a serviceable area. Changes to a new delivery address may change the products available, pricing, and/or your delivery schedule. If 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, please contact us before your move so we can cancel your service and schedule a pickup of any rental dispensers and/or bottles. See Terms & Conditions for information about any final charges or deposit refunds.

The delivery address is the address where your products are delivered. The billing address is the address for your credit card payment - or if you receive a paper invoice, where your billing invoices are mailed.

You can cancel your recurring delivery service at any time by calling our Customer Experience Center at 1-800-4-WATERS. Depending on where you live, you may also be able to cancel online. If online cancellation is available for your account, you'll see a Cancel Deliveries option under the Recurring Products section. Cancellation stops future deliveries and recurring charges. You can still place one-time orders at any time. See Terms & Conditions for information about final charges, equipment pickup, and bottle deposit refunds.

You can manage most delivery questions and actions through your online or mobile app account. If you need to speak with an agent, you can call our Customer Experience Center at 1-800-4-WATERS for additional assistance.

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.

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.