Support

Our commitment to customer satisfaction shows in the quality of our products—and in the way we serve you. Whether you need help choosing the right product, want to know your order status, or have a technical question, don't hesitate to contact us. We're here to support and guide you.

Frequently Asked Questions



What is PUR Rewards and how do I join?

PUR Rewards is an incentive program for customers to receive extra savings. Members receive 10% off and free shipping on all PURWater.com orders! It is completely free to join and there is no cost associated with the membership, just an economical solution to crystal-clear water. Join by going to http://www.purwater.com/rewards.

Does PUR water filters remove fluoride?

PUR water filters do not filter out fluoride that may be present in drinking water from the tap. Fluoride has a long history of safe use in drinking water to help reduce cavities and tooth decay. The American Dental Association supports adding fluoride to drinking water because it safely reduces the risk of cavities and tooth decay. All PUR products are endorsed by the ADA.

Does PUR water filters remove salt from a water softener?

Unfortunately, they are not rated for salt and we cannot guarantee this substance will be removed.

How do I place an order?

Shopping at PURWater.com is easy and secure. Placing an online order requires just a few steps: Click 'Add to Cart' on any items you wish to purchase. You can then continue shopping or go directly to Checkout. Once you are finished shopping, click on the Checkout button after reviewing your cart. Follow the Checkout steps. You will receive an email confirming your order that includes your order number. If you prefer to order by phone, please call us toll-free at 1-800-PUR-LINE (M-F, 9-5PM EST).

What should I do if I have trouble completing the checkout process?

If you have correctly entered all your information and are unable to complete the checkout process, please call us toll-free at 1-800-PUR-LINE (9-5PM EST) to try placing an order over the phone.

When does my credit card get charged?

PUR will not charge your credit card until your order has been shipped. At the time you place your order, a pre-authorize charge will be placed on your card for the total amount.

How quickly will my order be processed?

Orders are usually processed within 1-2 business days. You can check the status of your order by logging in and clicking on your order number inside the Order History tab.

How long will it take for my order to be shipped and delivered?

Orders will usually be shipped and delivered within 7-10 business days after its been processed.

How do I cancel an order?

To cancel an order, please call us toll-free at 1-800-PUR-LINE (9-5PM EST). Orders that have already been processed may not be cancelled.

Can I place an order through the phone?

Yes. To place an order through the phone, please call us toll-free at 1-800-PUR-LINE (9-5PM EST). A representative will be able to place your order and assist you with any questions you may have.

Do the faucet filters fit all faucets?

PUR faucet mount systems were designed to fit most faucets. However, they are not compatible with pull-out faucets.

Can I run hot water through the filter?

Running hot water through the filter will decrease the effectiveness of the filter.

Is my replacement faucet refill hard to install?

No, replacing the filter is easy. Simply twist off the top cover, remove the old filter, put in the new one, and replace the top cover. Also, it is important to run cold water through the filter for five minutes before use.

How many contaminants does my filter remove?

PUR faucet mount systems are certified by NSF to reduce 61 contaminants, substances, plus sediment, chlorine (taste and odor) and its by-products, which is more than any other brand.

What is the difference between the Advanced and the AdvancedPlus systems?

Both Advanced and AdvancedPlus systems use MineralClear technology to provide fresh-tasting, clean water. The only difference between the two units is that the Advanced System has a vertical design, while the AdvancedPlus System features a space-saving horizontal design.

How do I know when the filter needs to be replaced?

Each faucet mount filter purifiers up to 100 gallons of water and typically lasts 3 months, depending on the hardness of the water. If your unit features an LED indicator light, it will turn from green to yellow or red when the filter needs to be replaced. The light will flash only when in use. Green indicates the filter is working. Yellow indicates the filter will need to be replaced soon, while a red light means the filter needs to be replaced immediately.

Does this filter remove fluoride?

PUR water filters do not filter out fluoride that may be present in drinking water from the tap.

How do I clean my pitcher?

Simply hand wash the pitcher, pour tray and lid with hot soapy water.

Does this pitcher remove fluoride?

PUR water filters do not filter out fluoride that may be present in drinking water from the tap.

How do I know when the filter needs to be replaced?

The cling calendar decal that is included with the product can be placed anywhere on the outside of the PUR water filtration system. The green part of the Begin-End indicator should be placed on or near today's date. The red portion of the indicator will show the corresponding date 2 months later. In general, pitcher filters purify up to 40 gallons of water and typically need to be replaced every 1 to 2 months. However, depending on the hardness of your water and the amount of water you drink, the filter may need to be changed more frequently. If you would prefer a pitcher that has an indicator light, try one of our 7 or 11 cup pitchers with filter change light.

I have followed all of the installation instructions, but the water isn’t draining correctly. It takes hours or doesn’t drain at all. What can I do?

This may occur if bubbles or air pockets have become trapped in your filter. To help remedy this, we would recommend, first, removing the filter from your pitcher. Once removed please hold the filter upside down at a slight angle and shake it for 5-6 seconds before returning it to the upright position. You should hear the carbon particles inside moving. This procedure should compact the contents of the filter and eliminate any air pockets trapped within, which can prohibit water flow. This should restore full performance to your filter. If this does not remedy the issue, please contact a customer service representative.

How many contaminants does my pitcher remove?

PUR pitchers reduce 21 contaminants, which is more than three times as many as the leading brand. Some of these substances include mercury, pharmaceuticals and chlorine.

How-To Videos

Request Adapter


If you are having any difficulty with the "1 Click" adapters included with your PUR faucet mount, you can now request our brand new metal adapter by clicking on the Add to Cart button below. Shipping for this item is free!


Shipping & Returns

SHIPPING INFORMATION

Once your order is shipped, please allow 7-10 business days to receive your order. All shipping is shipped via UPS Ground. Receive 10% off and FREE shipping by becoming a PUR rewards member.

RETURN POLICY

All items purchased directly through the Website can be returned within 30 days of purchase. All items returned within 30 days of the purchase date may be exchanged or refunded. Shipping and Handling costs are non-refundable. Consumers are responsible for paying the shipping costs to return the order to PUR unless there was an error on our part related to the order, or the product arrived damaged or defective. If you have any questions or concerns regarding your purchase, you should contact PUR's Customer Service at 1-800-PUR-LINE (M-F, 9-5PM EST) or email support@purwater.com.

Contact Us

By E-mail

Leave us a message by e-mailing
support@purwater.com

By Phone

1-800-PUR-LINE
M-F, 9-5PM EST