FREQUENTLY ASKED QUESTIONS

Primo Water bottles are designed to a standard specification and should fit most water dispensers. 

Primo Pre-Filled Exchange Water does not contain fluoride. 

According to the US FDA, bottled water has no expiration date. Primo® Water can be stored indefinitely as long as the bottles are kept in a cool location and out of direct sunlight. 

Using a 9-step purification process we ensure that you enjoy high-quality, great-tasting water. Click here to learn more.

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

Primo® Pre-Filled Exchange Water is available nationwide at thousands of convenient locations. Click here to find a local store where Primo® Water is available. 

Primo Water originates from municipal sources.

Primo does not have a deposit program in the United States. When you make the initial purchase of a 3 or 5-gallon pre-filled bottle from Primo, you are purchasing the bottle also. We offer an exchange program in which you can place your empty 3 or 5-gallon bottle into our recycling center at your local store and you will receive an exchange ticket that allows you to purchase your next pre-filled bottle at a reduced price. We will accept any 3 or 5-gallon bottle as an exchange. If you are no longer interested in using Primo Water Exchange, we offer an empty bottle credit program. Visit www.primowater.com/empty-bottle-credit for additional information. 

The Water Quality report (Form SB-220) can be viewed by clicking one of the links below: 
Water Quality Report (English) 
Water Quality Report (Spanish) 

View this video for troubleshooting steps.

View this video for troubleshooting steps. 

View this video for troubleshooting steps. 

Turn all switches to the off position. Unplug the unit. After a few minutes, plug the unit back in, turn the switches back on and give it one hour and recheck the water temperature. If this does not correct the issue, please call our Customer Service Center.

Due to the size of the Primo probe and the bottle necks, our bottom loading and/or portable dispensers are not compatible with any glass bottles. Modifications to the probe or dispenser to make it fit will void the warranty.

Any time you intend to leave your dispenser for more than a week, the reservoir should have all water removed. Unplug the dispenser, open the drain plug on the back and remove water from the hot reservoir. Empty the cold reservoir by dispensing water from the cold tap at the front of the dispenser. Leave the dispenser unplugged and dry until you are ready to begin use. 

You should clean your dispenser every 3 months. 

Primo recommends that you use the instructions below to dissolve mineral deposits, sanitize, and deodorize your dispenser every 3-4 months. Time Required: 30 minutes Need: (2) tablespoon regular bleach or (2) cups of distilled white vinegar, (1) Empty 5-gallon bottle, (1) 2-gallon bucket and a Phillips head screwdriver. 

1. Turn energy-saving switches to OFF.
2. Unplug the power cord from the wall outlet.
3. Remove the water bottle.
4. Move appliance away from the wall to gain access to the back.
5. Remove remaining water from reservoirs by dispensing from the hot and cold taps into a pitcher or bucket.
6. Remove the cap from a spare empty 5-gallon bottle. Pour the bleach (2 tbsp.) or vinegar (2 cups) and hot tap water (2 Gallons) into the empty bottle.
7. Apply the cleaning bottle to the dispenser.
8. Plug the power cord back into the wall outlet and turn the dispenser back on.
9. Allow the cleaning solution to fill the reservoirs.
10. Turn the switches back to off and unplug the power cord from the wall outlet.
11. Wait 10 minutes then drain the water from the reservoirs as described in step 5.
12. Rinse the bottle and fill with only hot tap water and apply it to the dispenser following (steps 8-9).
13. Place a two-gallon bucket in the back of the appliance and remove the drain plug, while also flushing water through the taps (step 5).
14. Replace the silicone plug and drain cap.
15. Return the unit to its location, install a fresh water bottle, plug the power cord into the grounded wall outlet and turn the energy-saving switch ON. 

Click here to view all dispenser manuals. 

View this video for troubleshooting steps.

View this video for troubleshooting steps.

View this video for troubleshooting steps.

Turn all switches to the off position. Unplug the unit. After a few minutes, plug the unit back in, turn the switches back on and give it one hour and recheck the water temperature. If this does not correct the issue, please call our Customer Service Center.

Any time you intend to leave your dispenser for more than a week, the reservoir should have all water removed. Unplug the dispenser, open the drain plug on the back and remove water from the hot reservoir. Empty the cold reservoir by dispensing water from the cold tap at the front of the dispenser. Leave the dispenser unplugged and dry until you are ready to begin use.

You should clean your dispenser every 3 months. 

Primo recommends that you use the instructions below to dissolve mineral deposits, sanitize, and deodorize your dispenser every 3-4 months. Time Required: 30 minutes Need: (2) tablespoon regular bleach or (2) cups of distilled white vinegar, (1) Empty 5-gallon bottle, (1) 2-gallon bucket and a Phillips head screwdriver. 

1. Turn energy-saving switches to OFF.
2. Unplug the power cord from the wall outlet.
3. Remove the water bottle.
4. Move appliance away from the wall to gain access to the back.
5. Remove remaining water from reservoirs by dispensing from the hot and cold taps into a pitcher or bucket.
6. Remove the cap from a spare empty 5-gallon bottle. Pour the bleach (2 tbsp.) or vinegar (2 cups) and hot tap water (2 Gallons) into the empty bottle.
7. Apply the cleaning bottle to the dispenser. 
8. Plug the power cord back into the wall outlet and turn the dispenser back on.
9. Allow the cleaning solution to fill the reservoirs.
10. Turn the switches back to off and unplug the power cord from the wall outlet.
11. Wait 10 minutes then drain the water from the reservoirs as described in step 5.
12. Rinse the bottle and fill with only hot tap water and apply it to the dispenser following (steps 8-9).
13. Place a two-gallon bucket in the back of the appliance and remove the drain plug, while also flushing water through the taps (step 5).
14. Replace the silicone plug and drain cap.
15. Return the unit to its location, install a fresh water bottle, plug the power cord into the grounded wall outlet and turn the energy-saving switch ON. 

Yes, all probes are adjustable. At the top of the probe, there are tabs that when pressed together simultaneously will release the bottom portion to adjust to a 3 gallon bottle. 

Click here to view all dispenser manuals.

The Countertop dispenser can accept both the 3 and 5 gallon sized bottles.

Click here to view all dispenser manuals.

Yes. Primo® Self-Service Refill bottles are BPA free.

To ensure the highest quality water, bottles should be rinsed with baking soda before each use and sterilized with household bleach every six months. Mix 1 tablespoon of baking soda per gallon of water, place cap on the bottle and shake. Rinse thoroughly and allow the bottle to air dry. To sterilize every six months: 

1. Add ½ teaspoon of household bleach per gallon of water 
2. Swish water around and let stand for 3 minutes 
3. Pour out and thoroughly rinse until water is clear and no scent can be detected
4. Air dry
5. Seal container

Yes. Primo’s filtration process features activated carbon filtration and a reverse osmosis membrane to eliminate chlorine. 

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

Our system incorporates three types of filtration: 

1. Sediment Filtration – physically traps particles such as dirt and pipe scale from incoming water
2. Activated Carbon Filtration – eliminates chlorine which aids in the great taste of Primo® Water
3. Reverse Osmosis – the reverse osmosis membrane removes any remaining dissolved impurities in the water such as lead, arsenic, mercury and nitrates

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

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

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

Primo® Self-Service Refill Water is available nationwide at thousands of convenient locations. Click here to find a local store where Primo® Water is available.