My filter was damp when I opened it — is that normal?Updated 2 months ago

Why is the filter damp?

ZeroWater filters are tested and pre-wetted during quality control before packaging. As a result, it's completely normal — and expected — to find the filter slightly damp or moist when you open the packaging. This is not a defect.

Is it safe to use?

Yes. A damp filter is ready to use straight away. There is no need to do anything special with it — simply install it in your pitcher and start using it.

What to check before installing

Before installing, briefly inspect the filter for:

• Visible cracks or damage to the filter body
• Any unusual smell (a faint clean or earthy smell is normal; a strong chemical or foul smell is not)

If anything looks wrong, please contact our customer service team before using it.

The packaging was wet inside — is that different?

A small amount of moisture in the bag is normal. If the packaging was torn or heavily saturated with liquid, the filter may have been damaged in transit. In that case, contact us with a photo and your order number and we'll be happy to help.