Frequently Asked Questions
General Questions
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.
Primo Water Customers FAQs
We’re excited to share that Primo Water and ReadyRefresh (part of BlueTriton Brands) are now part of the same family. To ensure the best possible experience, we’re moving Primo Delivery customers to a new service platform under the name Primo Brands. On this page you can explore all the changes that may impact you.
Q: Will my account login change?
A: Yes, customers will only have one login ID and password per account and will need to reset their password at the time of migration. The next time you log into your account after migration, you will be redirected to the new service platform to reset your password.Here's a video to help guide you step by step with this process.
Q: What if I have multiple email addresses on my account?
A: Going forward, only one email on your account (the one used most recently to log into your account) will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices sent through your email, this will be the only email address we will send these invoices to moving forward.
Q: Once I’ve established my new account login in the new system, what are some things I should do to make sure everything is set up for success?
A: Here are the top things to do once you’re set up in our new system:
- Check your upcoming delivery to ensure it accurately reflects the products in your recurring order.
- Review your delivery instructions in the Deliveries/Delivery Settings.
- Be sure to update your notification preferences for delivery reminders and promotional offers.
Q: Will there be an order minimum for water delivery?
A: Yes, an order minimum of $25 (taxes, deposits and fees not included) is required for all deliveries.
Q: Why is my delivery date changing?
A: To provide the best experience for our customers it is necessary to restructure our delivery routes for the most efficiency. We will do our best to minimize the impact of the date change.
Q: Will I have the same delivery driver?
A: As we restructure our delivery routes, drivers will be reassigned to new routes that may or may not include their current delivery addresses. You may also see changes to your delivery truck, but rest assured, it’s still our same reliable drivers delivering quality water to your door.
Q: Will my products change?
A:Yes, you will begin to see changes to the water brands you purchase in your recurring orders. We recently started to transition our case packs and large format water (3 and 5-gallon) to include Pure Life®, as well as new regional spring water brands (varies depending on where you live), such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Poland Spring®, and Zephyrhills®. We will be discontinuing all Fluoridated water over the coming weeks. Primo Water™ Purified Water will continue to be available in 3 and 5-gallon bottles.
Q: What new products will be available for me to order with the new combined company?
A: Primo Brands has a comprehensive portfolio of highly recognizable and conveniently packaged branded water and beverages that reach consumers whenever, wherever, and however they hydrate. These brands include established “billion-dollar brands” Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water™ and Sparkletts®, and flavored and enhanced brands like Splash Refresher™ and AC+ION®.
Q: When will new products be available to purchase?
A: Many are already available to order! Check your account online or on the app to see what is available for delivery in your area.
Q: My replacement bottle for the Storm Water Dispenser isn’t attaching correctly. How do I install it?
A: To ensure the new bottle attaches and works properly, follow these steps: Remove the security seal from the cap of the new bottle. Wipe the bottle clean with a cloth to remove any dust or residue. Take the blue bottle adapter off the empty bottle. This adapter is part of the Storm Water Dispenser and must be reused. Attach the adapter to the new bottle by firmly pressing it straight down into the center of the bottle cap. Push the tube through the spike cap until it reaches the bottom of the bottle. This ensures proper water flow. Once these steps are completed, the bottle should attach securely and function normally.
Q: Will my account still show bottle deposits and credits?
A: No. After your account is moved to the new platform, you will no longer receive bottle credits for returned bottles, and future invoices will no longer list bottle deposits or bottle credits. Your last bottle credit before moving to the new platform will be applied as an account deposit on your first invoice. After that, no new bottle deposits will be charged. Please note: Mountain Valley large bottles are an exception. These bottles will continue to have bottle deposits and credits reflected on your invoices.
Q: Will my invoice change?
A: Your invoice will now include the name Primo Brands, as well as BlueTriton Brands. There will also be a change in format and some of the details that are included. You may also receive more invoices than you are used to seeing today depending on the number of delivery locations and/or geographical locations. Your preferred invoice delivery method, US mail or electronic delivery, will continue; however, if you receive e-invoices, we will switch you to a PDF emailed invoice. Going forward, only one email will be the authorized user for your account. This will be the email address associated with account login and the email that will receive delivery and billing notifications. If your account was already receiving electronic invoices emailed to you, this will be the only email address we will send these invoices to moving forward.
Q: Where should I send payments?
A: For convenience and efficiency, we offer credit card or ACH automatic payment options. Please visit our website to update your account. However, if mailing a check is preferred, please refer to your newly generated Primo Brands invoice for the correct address on the payment remittance section on the bottom right.
Q: Will my business need new W-9s?
A: Commercial customers may require a new W-9 depending on the payment remittance location assigned to the account. When looking at the invoice, if the name to remit payment indicates “Primo Brands, BlueTriton Brands, Inc.”, click here for a W-9 that matches your assigned payment remittance address. Otherwise, there is no change to the existing information.
Q: I have multiple accounts under one account login. How will that change?
A: As we work to integrate Primo Water and BlueTriton Brands, we are moving Primo Delivery customers to a new service platform that will enable us to better serve all our customers. To ensure there is no impact to your service, this will happen in phases according to delivery branch and we expect to be completed by this fall. If you have accounts that are serviced by delivery branches that have not yet transitioned, you will continue to manage your accounts and receive invoices from Primo Water as you have been doing. If you have accounts that are serviced by delivery branches that have transitioned to the new platform, you will manage those accounts in the new system and receive invoices from Primo Brands.