The water pitcher arrived quickly and was packed well. We like the taste of the water so we ordered more filters. The filter package arrived unsealed and torn open. There were no filters in the Amazon envelope. When I called and explained my problem, the lady explained that Amazon Prime was responsible for the problem. She asked me to send pictures of the envelope the filters were packed in. She assured me she would take care of the problem and send me new filters. As soon as they received my pictures they sent me 3 new filters. These were packed in a nice cardboard box. Customer service is great and the water is clear,and very good.