Frequently Asked Questions

Q: How long do I soak my new filter for?

A: We recommend soaking the filter for at least 2 hours, however they can be soaked for up to 24 hours prior to use. Soaking your filter is easy. Fill your sink or container with enough room temperature tap water to fully submerge the filter. After 2 hours, remove the filter and run tap water through it to remove any excess carbon. The water doesn’t have to run clear, as the carbon (black) is completely harmless.

Q: How often do I need to change my filter?

A: We recommend that you change your filter every 3 to 4 months. The most convenient option is to join Club H2o for just $6.95 per week and we will automatically send you a new filter every 4 months. This removes the need to remember when to change your filters! Another option is to purchase your filters outright for $90.80 each.

Q: What happens if my cooler breaks?

A: As a ‘Club H2o Water Cooler’ member, your water cooler is ALWAYS covered under warranty, so if we can’t fix it over the phone for you, we will send a replacement out to you. (Note: This does not apply to filter only memberships). Alternatively, if you decide not to join Club H2o you can buy the bottom half outright for $628, if your water cooler is outside the statutory 12 month warranty period.

Q: Is it normal for the green and red light both to be on my cooler? I can’t find an on/off switch.

A: Yes, it is normal for the red and green light to both be on. There is no switch for your cooler, you simply have to plug it in.

Q: Why change the filters every 4 months?

A: Once you soak your filter, it becomes activated and will continue to perform at 100% capacity for the next 4 months. After 4 months the filtration rate will decrease until at the 12 month mark, the filter is operating at 0%. Changing the filter every 4 months ensures your water will be optimal.

Q: What happens after the 18 month payment plan? Do I own it after the 18 months?

A: After 18 months you have three options:

1) You can continue with your Club H2o water cooler membership, providing full member benefits which are:

• Your water cooler will be covered under full replacement warranty

• You will automatically receive a filter every 4 months

• You will receive 25% discount off all accessories

2) Downgrade your membership to our Club H2o Filter Membership for just $6.95 per week. Membership benefits of this option are:

• You will automatically receive a filter every 4 months

• You will receive 25% discount off all accessories

3) You can cancel payments all together and take complete ownership of your cooler. Your Water Cooler will no longer be covered under warranty and any filters or accessories will have to be purchased outright at full price.