Frequently Asked Questions
General Questions
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company
Costco Member MoR FAQs
These FAQs pertain exclusively to Primo Brands delivery customer accounts with Costco managing payments and serving as the merchant of record. Please consult this page for any updates that may impact Costco Merchant of Record members.
Q: Where should I send payments?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment to ensure uninterrupted service and secure payments.
Q: Will my invoice change?
A: Statements will be provided electronically to your email after each transaction and will be available on the Primo Brands self-service portal.
Q: How do I contact Primo Brands customer service?
A: For assistance, call 1-844-855-4593 to speak with a Customer Service representative.
Q: How do I make billing or delivery-address changes to my Primo Brands account?
A: Electronic statements will be sent to your email address. You may update your account and payment method preferences through the Primo Brands self-service portal.
If a payment is declined and you need to resolve a past due balance you will need to contact Costco Member Services at 1-800-955-2292.
Q: What are my payment options?
A: Members must use a Visa® or MasterCard (debit or credit) and enroll in automatic payment with Costco to ensure uninterrupted service and secure payments.
Q: How do automatic payments work?
A: Opting for automatic payments ensures your bill is paid promptly each billing cycle. The amount due for your billing period will be charged to your credit or debit card on file with Costco. Please note that billed amounts may fluctuate based on the quantities and services selected during the period. Additional surcharges and fees may apply.
Q: How do I know that my payment has been processed?
A: After your payment is processed, a confirmation will be included in your statement indicating if the payment was successful and the amount paid. If your payment was not processed successfully a message with directions of how to make your payment will be included on your statement. Please ensure your email address is current and notifications are enabled.
Q: How will you bill me?
A: Electronic statements will be sent to your email following each transaction and can be accessed at any time through the Primo Brands self-service portal.
Q: What is a pre-delivery credit card authorization hold?
A: Credit card pre-authorization is a standard process used to temporarily hold funds on a member’s card to ensure payment capability before finalizing a transaction.
Before processing your initial order, a credit card pre-authorization will be performed. The pre-authorization hold on your card will stay in place until your order is delivered. Once the delivery is complete, the hold will be released, and your card will be charged for the final amount due for the products and services delivered.
Q: What happens to my pre-delivery credit card authorization hold if my order is cancelled/skipped?
A: If your delivery is cancelled/skipped for any reason the amount of the hold will expire. However, please keep in mind that timing for the funds to be available again will vary depending upon the issuing credit card company’s timeframe and may take up to a billing cycle to be available again.
If you would like to find out more about the timeframe you can expect, we recommend getting in touch with your credit card company.
Q: Why was my credit card unable to be authorized?
A: There are many reasons why a credit card company may not return a successful authorization. Common reasons include:
- Insufficient funds available to cover the amount of the upcoming delivery
- Card information on file is not valid, i.e., account was closed or has expired
- Card information was entered incorrectly and is unable to attempt an authorization
- Credit card company would like contact with credit card holder for validation
- To find out why your card specifically did not authorize, please contact your credit card company