Help Center

Explore our Help Center for answers to our most frequently asked questions.


Placing orders with Prime Water


Return policy

Privacy & Security

Secure shopping with Prime Water


Shipping info, methods, rates and order tracking


Product and packaging details


For assistance or to share feedback


Placing your first order

Ordering on is easy. Water can be purchased on our website and shipped to all 50 states, District of Columbia, US main territories states and Canada. There’s no need to create an account first, if you prefer to check out as a guest. If you check out as a guest, you have the option to create an account after you’ve placed the order. Place the order yourself, or contact us at (732) 673-0835 and we’ll be happy to place the order for you.

Adding items to your shopping cart

When you want to add an item, click the “Add to Cart” button on the product list page or the product detail page. Click on the cart icon at the top right of any page to see your full cart details. Click on the “Continue Shopping” link or button on the page to add more items to your cart.

Saving a cart

If you have added items to your cart but are not ready to complete the order, you can save the items to a shopping list and return to it at a later date. To save your items to a list, click on the cart icon to view the items in your cart. Under the item total, click on “Move to list.” This feature allows you to save your cart and change devices, or save and have Customer Service complete your order for you. Your cart will reflect any changes you make, regardless of the device you use to make the change.

Items in a cart

Adding an item to a cart does not reserve the inventory. If you save a cart and come back to it at a later date, items may have changed based on their availability.

Proceed to checkout

While viewing your cart, you’ll have the option to complete the order by selecting “Check out.” You will then be taken to the first page in our order form.

Enter a shipping address

If you want us to ship your order to you or to someone else, tell us where we can deliver your order. Please note: Prime Water  does not currently ship to P.O. boxes, APOs, DPO or FPOs, or to countries other than the United States and Canada. For shipping prices and terms review our shipping policy.

Signing in

Signing in is not required. As a first-time customer, you may check out as a guest or create an account in the checkout process. If you are an existing customer, you will be able to log in to your account.

Payment methods

We are happy to accept American Express, MasterCard, Visa and Discover cards that are linked to a U.S. billing address. We are unable to process international credit/debit cards or accounts linked to international addresses. We offer also a fast checkout using PayPal.

Review and submit your order

Before you submit your order, confirm the information you provided is accurate and make any necessary adjustments. When everything is correct, click the “Place your order” button to submit your order. Once your order is placed, we will send you a confirmation email.

Please Note: Once the order is submitted you agreed to our Terms and Conditions including the Shipping and Returns policies.

Changing or canceling an order

Yes, only if the order was not shipped. If you would like to change or cancel your order, please contact Customer Service at (732) 673-0835.

Product availability

Product selection and availability are subject to current inventory.


Return Policy

Our goal is that all our customers are satisfied with their orders. All purchases are final sale and may not be returned. Returns can only be accepted if the product is spoiled or otherwise unfit for consumption.

In most cases, orders are not refundable except for manufacturer’s defect reported within 15 days of the receipt of the order. Call our Service Department at (732) 673-0835 for all return inquiries. Merchandise must be unopened and in saleable condition. The Customer is responsible for shipping and handling fees of original purchase if not defective as well as return shipping. Items returned for any reason other than’s error or manufacturer’s defect will be charged a 30% restocking fee.

In cases of damage or manufacturer’s defect to the product, please send photos for review to Do not return any damaged or defective item without return instructions or authorization. will inspect the photos and handle returns and refunds accordingly.

Privacy & Security

How do I know my transaction is secure?

Our website employs a variety of best-practice security measures including, but not exclusive to:

SSL-encrypted transactions

HTTPS-based checkouts

View our Privacy Policy for full details on our security measures.

How does Prime Water protect customer privacy?

It is Prime Water’s policy to respect and protect the privacy of our customers. We do collect some information from our customers. This information is used to make our website function better, providing information and recommendations relevant to the customer’s shopping experience. We do not sell customers’ personal information, nor do we provide customer information to outside parties, except for those that allow us to offer services to our customers, including email promotions.

Please read our Privacy Policy for full details on how we collect information from you and how we use it.


Shipping information

We ship QLARIVIA water to all 50 states, District of Columbia, US main territories states and Canada.. We do not ship to APOs, FPOs or P.O. boxes.

Please be advised that Prime Water is not responsible for any additional taxes and/or duties or any brokerage and/or other delivery fees applied to international shipments. Some restrictions may apply. If an order is placed on hold for any reason, you will be notified within 24 hours. Orders will remain on hold until confirmation of all pending details is received. By ordering you agree to these terms.

Order processing

Our goal is to process and ship orders in 2 to 4 business days when received before 3 p.m. Eastern Standard Time (EST), excluding holidays. Shipping orders placed after 3 p.m. EST will ship the following business day; those placed after 3 p.m. on Friday will ship the following Monday, regardless of delivery method.

Shipping method and rates

All orders are shipped from the manufacturing plant located in Romania and delivered directly to the customer via FEDEX using International Economy shipping solution. Prime Water offers the standard FedEx International Economy shipping free of charge. The estimated delivery time after the order has been processed and package was shipped:

FedEx Air and Ground Contiguous US (6-8 Business Days after processing)

FedEx Air and Ground Hawaii and Alaska (7-9 Business Days after processing)

Shipping times may vary based on your shipping address. Ground service includes delivery through Saturday.

Expedited shipping options are subject to the rates of the carrier which will be based on the weight of the contents and the service selected for shipment. Contact Customer service for the Expedited shipping rates.  

All QLARIVIA water orders are shipped in one (1) standard 48 bottle case and the FedEx package dimensions are 38 x 25 x 48 cm (15″ x 10″ x 19″ approx.). The 96 bottles orders are shipped in two (2) standard 48-bottle cases.


Shipping a gift

We are happy to assist you with shipping our items as gifts. On the Order Review page during checkout, you may select the gift option to include a personalized note.

If you are shipping to an address that differs from the billing address, input the recipient’s address in the mailing address section.

Shipping to multiple addresses

Unfortunately, you cannot split one order to go to multiple addresses. Each address requires a unique order be placed.

Extreme temperatures

Prime Water may hold a shipment during extremely hot or cold weather to protect the quality of items purchased. When we temporarily hold your shipment, we’ll notify you by email.

Receiving a shipment

Upon delivery, our delivery partners will ask the receiver to sign for the order. If you are unable to be home, we will make two additional attempts to deliver your order, and then it will be held at the shipper’s distribution center. If you have questions about the status of your order or need to have it rerouted, please contact Customer Service at (732) 673-0835.

Track your order

You may track the status of your orders by logging into our delivery partner website and selecting “Package Tracking”. Once your order leaves our fulfillment center, we will email you tracking information. This allows you to track your package as it travels to the delivery address.

Manage your order delivery

To change your shipping address, put a delivery on hold, or request a specific delivery time, use the FedEx website and enter your tracking number, then start managing your delivery.


Brand name


Production method

Vacuum distillation


Purified water enhanced with minerals for taste (calcium chloride, sodium bicarbonate, and magnesium sulfate).

Water quality

Qlarivia Water has a low deuterium content: 25 +/-5 ppm (approximately 80% less deuterium than regular drinking water). Certified ISO 14001, (BS)OHSAS 18001 and HACCP

Recommended daily intake

1 bottle (16.9 oz / 0.5 L) per day


Plastic (PET) Bottle 27.5 grams, Clear, P275M5-0-4R-10K2-PT; The mono and multi-layer injection molding of plastic bottles (PET) used for foods and drinks.

Ecologically safe and non-toxic – not dangerous for the environment and is not wasted material. Grade A achieved. Bis-phenol A (BPA) free.

Storage and expiration

Each QLARIVIA bottle has a stamped date for best use. Typically, QLARIVIA water could be stored for 18 months from the date of production.

Learn more about Deuterium Depleted Water

Visit our about page

Visit our blog

Review white papers

Refer to international scientific research and scientific journals about Deuterium Depleted Water



Corporate Address

Prime Water LLC

Attn: Customer Care Center
7 Acadia Lane Unit 2310
Shelton, CT 06484


Email us or fill out the online form 24/7. Please allow 24-48 hours for a response


Call customer service at 1-888-983-1436

Available hours: 

Monday-Friday 9 9 p.m. EST       

Saturday 9 6 p.m. EST

Online chat

Online chat is available during business hours.

Medical Questions

Customer service representatives are not qualified to answer any medical questions. Consult with your physician for all medical questions or advice.