At Primo Water, there is no higher priority than the safety and wellbeing of our customers and associates. Read about our COVID-19 response here.

COVID-19 Response

General Information

Primo Water and DS Services are actively monitoring the COVID-19 (the coronavirus) outbreak to ensure the safety and well-being of our associates and customers. To date, we have not encountered any disruption to manufacturing or distribution operations as a result of this outbreak.

IMPORTANT: The World Health Organization has stressed that COVID-19 has not been detected in public drinking water supplies and the risk is low due to the virus having a fragile outer membrane.

To ensure that our trained field service technicians are equipped to produce and deliver safe, high-quality drinking water and services, we follow stringent food quality and safety standards across our facilities and service routes every day for both Exchange and Refill services – including rigorous hygiene practices such as handwashing protocols, glove requirements with product contact surfaces, and illness protocol. These are fundamental food safety requirements for the food and beverage industry as regulated by the federal Food and Drug Administration (FDA).

To learn more about the Coronavirus, please go to https://www.who.int/emergencies/diseases/novel-coronavirus-2019/advice-for-public.

Frequently Asked Questions

  1. What is the company doing to ensure the associates and products are safe? Are your bottled water plants safe?

    Quality and Safety Protocols
    To ensure that our associates are equipped to produce and deliver safe, high-quality water and services, we follow stringent food quality and safety standards across our facilities every day – including rigorous hygiene practices such as hand washing protocols, glove requirements with product contact surfaces, and illness protocol. These are fundamental food safety requirements for the food and beverage industry as regulated by the federal Food and Drug Administration (FDA). Additionally, we are diligently monitoring and following guidance from the World Health Organization, the Centers for Disease Control and Prevention (CDC) and local and regional health agencies.

    Facility and Associate Sanitation and Hygiene
    We are reinforcing existing associate and facility sanitation practices and have mandated additional preventative measures:
    • We are reinforcing frequent and thorough hand washing and respiratory etiquette. As part of this effort, we have purchased extra cleaning supplies, including sanitizer, to have on-hand at all facilities.
    • Leaders should start every meeting with a message reinforcing the importance of frequent and effective hand washing and sanitizing techniques along with awareness of more frequent sanitation of common touch surfaces.
    • We have implemented increased sanitation of hard work surfaces across all facilities, delivery trucks, forklifts and associate common areas – including the use of sanitizer wipes for common touchpoints such as time clocks, door handles, light switches, countertops, radios, lunchrooms, restrooms, vending machines, cooler handles and more – all in accordance with current, required documented training.
    • We are adding “illness and hand washing” signage on facility visitor entrance, shipping/receiving entrance and production facility doors to advise associates, visitors or vendors who a) are feeling ill, b) have been in contact with anyone exhibiting symptoms, or c) have traveled in areas outside of the country affected by the Coronavirus to not enter the facility as a precautionary measure.

    Good Manufacturing Practices (GMPs)
    We maintain a stringent GMP program across all bottling plants and equipment service departments that requires associate hygiene, sanitation and safety. This includes wearing non-latex gloves for job functions that involve product or cooler contact surfaces, with documented training already required.

    Associate Illness
    Associates, visitors and vendors who exhibit symptoms or are ill are not permitted to be in the workplace and must avoid contact with other associates, equipment, or product surfaces.
  2. What about your water?  Is it protected?

    The World Health Organization has stated that COVID-19 has not been detected in public drinking water supplies and the risk is low due to the virus having a fragile outer membrane.
    Our pre-filled Exchange water is processed through a well-designed, multibarrier disinfection process including ultraviolet disinfection and ozonation, leaving a residual disinfectant in the bottle when capped and produced in a sealed system. The products we produce are of the highest quality in the industry due to the multi-barrier systems we have in place, with stringent checks and balances. Our Refill water systems are connected to public water supplies that meet the required Environmental Protection Agency (EPA) regulations for drinking water. The water quality is further treated and disinfected using filtration, reverse osmosis (RO) and ultraviolet disinfection (UV) steps.
  3. Are your coolers protected?

    Each of our refurbished water and filtration coolers goes through a multi-step disassembly, cleaning and sanitation process. The final step includes a sanitation process using a food-grade, EPA-registered sanitizer, prior to packaging the cooler for delivery to our customers.
  4. Do I need to clean my cooler more often or differently at this time? How?

    The equipment from Primo is safe to use and does not pose any exposure to the Coronavirus for our customers and consumers. Each unit comes with a manual that highlights how to clean the unit. Customers may wish to take additional steps to clean their equipment given the current situation.

    Three (3) and Five (5) Gallon bottle water coolers:
    • Equipment can be wiped down using 70% rubbing alcohol around the water dispensing hot and cold spigots, levers or faucets.
    • Remove the drip tray and wash with mild dishwashing soap.
    • Gently wipe down the surface area of the equipment using 70% rubbing alcohol.
  5. What’s the shelf life of your Pre-filled Exchange water?

    Bottled drinking water products manufactured for Primo do not contain perishable components; therefore bottled water does not have a shelf life. As long as the bottled water is stored in a cool environment, away from solvents and chemicals, it is consumable for an unlimited time.
  6. Is Primo refill water tested?

    Yes. Primo refill water is sampled regularly as per jurisdictional public health, quality and safety regulations.
  7. How often are Primo refill systems serviced?

    Primo’s trained service technicians visit the refill systems routinely. All refill system parameters are checked and the dispensers are cleaned and sanitized, inside and outside, with special attention given to the machine’s external surfaces.
  8. Do I need to take extra precautions with my bottle cleaning?

    To ensure quality water, bottles should be rinsed with a baking soda and water mixture before each use and sterilized with a household bleach and water mixture every six (6) months.

    Before each use: Mix one (1) tablespoon of baking soda per gallon of water, place the cap on the bottle and shake; Rinse thoroughly and allow the bottle to air dry.

    Every six months: Add ½ teaspoon of household bleach per gallon of water; Swish water around and let stand for three (3) minutes; pour out and thoroughly rinse until the water is clear and no scent can be detected; air dry; seal the container.
  9. Do you have a travel ban in place like some other companies?

    We are restricting all international and domestic travel in order to reduce risk as we continue to monitor the impact of the virus across North America.

    Several States and Counties have issued shelter-from-home or non-essential travel bans. Primo services routes are not effected since we provide an essential product for basic human needs and services for drinking water.
  10. How do I contact Primo if I have additional questions?

    Primo’s customer care team can be reached at:
    • U.S.: 844 – 237 – 7466
    • Canada: 877 – 830 – 0653