Q. Flow Rate: Takes long to filter.
A. The water travels through 5 stages in order to bring y our water down to 000. Most other filters are only 1-2 stages which is why their water can't reach 000. The slow flow of the water lets you know that the water is properly passing through each stage.

Q. Flow Rate: No flow overnight/air lock
A. If your filter is taking hours to filter through, chances are you have an air lock. Breaking up the airlock consists of unscrewing the filters and then re-tightening them. If that doesn't help you can take tweezers or something similar and punch a few holes into the screen of the filter. If that also does not solve your problem, you may be in a small percentage of customers that have turbidity in their water. Turbidity is solids in the water that cause the filter to clog. You will notice that the water drips out of the filter very slowly.

Q. Flow Rate: Have a bottle - each filter reads different numbers.
A. The filter that flows faster will process more water and will therefore expire more quickly.

Q. Flow Rate: How does one filter flow faster than the other if water is going through at the same time?
A. Because we use gravity, the water will naturally try to find the quickest route through the filter. Because our filters are made manually, there are variations from filter to filter in how tightly they're packed and will therefore vary from filter to filter in flow rates.

Q. Odor: Fishy smell
A. Most customers do not notice an odor from their filter, so it is likely that the general make up of your water is different than most. When the filter is used up, this can cause the smell. It is very important that you regularly test your water to be sure it reads 000 to prevent this in the future.

Q. Filter Life: I thought filters would last 6 months.
A. We apologize for that misunderstanding. Filter life greatly depends on the TDS reading of your tap water. The lower the TDS, the longer the filters will last. You need to test your water to know for yourself. That estimate you were given was most likely based on an average TDS number, not customized to your experience.

Q. Taste: Water has a funny taste. Is the filter brand new or used?
A. Some of our filters now come with two black static clings. Make sure you have removed both the circle static cling where water flows into the filter and also the rectangular static cling on the body of the filter. If you leave that on it will impart a taste to your water. Empty all water from your system, dry with a paper towel, and filter more water. If you have removed all the clings, changed the water, and you still experience a funny taste, make sure you are drinking from a clean glass that is free of residue from your dishwasher detergent. Also make sure you have fully rinsed your system if you cleaned it with soap. Lastly, be sure your filter is not dripping around the sides. If you see small drops of water near the o-ring, unfiltered water is combining with filtered water. To solve this, simply screw the filter tighter, ensuring that you don't tighten so hard that the o-ring puckers into a loop. You want the o-ring to be smooth all the way around the filter, with no water dripping by. Test it right from the filter. Rinse it out with filtered water.

Q. Other: Wet filter; condensation on plastic bag.
A. The carbon inside the filter is rinsed before it's packed into the filter and will sometimes still be a bit wet when it's packaged. Having your filters arrive wet will not affect the performance of the filter.

Q. Other: Soaking filter
A. Unlike other popular filters, our filters do not need to be soaked, however, it is a good idea to pour a few cups through to be sure your water is clear and reading 000.

Q. Other: Black or gray water
A. Sometimes with new filters, there are fine carbon particles that can discolor the water. Continue to flush the system until the water is clear and reads 000. This should only take a few cups. To minimize of the amount of water used, flush the filter directly over a cup, not in the system so you can see the color change occur sooner.

Q. Pitchers: What's the difference between the silver and white pitcher?
A. The silver pitcher has a gray reservoir and a silver lid. Aside from the color, the pitchers are the same.

Q. Pitchers: Why did I get a silver pitcher instead of a white one?
A. Depending on our promotions at the time, we offered that upgrade to select customers.

Q. Pitchers: I can't get a zero reading with my Pitcher?
A. Please try the following steps to troubleshoot the problem.
1. Take the reservoir out of the pitcher with the filter attached.
2. Dry off the filter with a clean paper towel and then place the filter over a glass. Run a small amount of water into the filter and test the sample that collects in the glass. (If it reads 000 chances are, you did not have your filter screwed in tightly enough.
In order to get a perfect 000, there must be a complete seal when the filter is screwed in to prevent any contamination. If it does not read 000: it is time to change your filters.

Q. Pitchers: Pitcher faucet/spout leaking
A. We are sorry to hear that your pitcher is leaking. Please contact us and we will send out a free replacement pitcher body. Please do not throw away your lid or your reservoir as they are still in working condition

Q. Bottles/Decanter/Cooler: I can't get a zero reading Bottle/cooler
A. Please try the following troubleshooting steps.
1. Dry off the filters with a clean paper towel and then place each filter over a glass.
2. Run a small amount of water into each filter and test the sample that collects in the glass. (If it reads 000 chances are, you did not have your filter screwed in tightly enough.
In order to get a perfect 000, there must be a complete seal when the filter is screwed in to prevent any contamination. Because you have water that is in the chamber that is not 000, you will need to flush your cooler to rid it of the non-zero water. If it does not read 000: it is time to change your filters.

Q. Bottles/Decanter/Cooler: I can't get a zero reading Bottle/decanter
A. Please try the following steps to resolve the issue.
1. Dry off the filters with a clean paper towel and then place each filter over a glass. Run a small amount of water into each filter and test the sample that collects in the glass. (If it reads 000 chances are, you did not have your filter screwed in tightly enough.
In order to get a perfect 000, there must be a complete seal when the filter is screwed in to prevent any contamination. Because you have water that is in the chamber that is not 000, you will need to empty your decanter to rid it of the non-zero wate. If it does not read 000 it is time to change your filters.

Q. Bottles/Decanter/Cooler: Mold or algae in bottle or decanter
A. Just like any other appliance, our products need occasional cleaning. First, clean out the item, paying special attention to any spigots, spouts or small creases or parts. There are many surfaces there that can harbor stuff that will grow. Be sure your water doesn't sit in direct sunlight. When handling our products and filters, please be sure you thoroughly wash your hands so you don't transfer any bacteria into the water. Be sure you thoroughly clean all parts to ensure the product is ready for re-use.

Q. Bottles/Decanter/Cooler: Mold or algae in cooler
A. Just like any other appliance, our products need occasional cleaning. First, clean out the item, paying special attention to any spigots, spouts or small creases or parts. There are many surfaces there that can harbor stuff that will grow. If that STILL doesn't work, we have a new cleaning kit that is a spray.

Q. Bottles/Decanter/Cooler: Cooler leak
A. - How much water are you putting in the bottle? If the bottom part is full, you cannot add more water since the white divider ring is not water-tight. Even if the bottom is half full, you cannot completely fill the top since there is not enough empty space in the bottom.
-What color is your float valve? (If it is white you have an original float valve. The company has made some improvements and has colored the new float valve blue to differentiate the two.Please contact us and we will send out a replacement valve.)
-Please try to put your arm around the bottle on the bottom half and carefully lift it off of the cooler. Place your other hand under the float valve and push it gently up towards the bottle, closing the opening on the float valve. Is the float valve leaking? If it is, please contact us for a replacement.
-Otherwise it is possible that you have a cooler leak. You will need to refer to your manufacturer's warranty and instruction manual for more information. If you purchased your cooler through us, your warranty has since expired.

Q. Bottles/Decanter/Cooler: Why do I have a blue float valve?
A. The company has revamped the float valve to improve durability. If you have a white one, we will replace that for you.

Q. Bottles/Decanter/Cooler: How do I clean out my cooler?
A. Clean the reservoir and spigots by mixing 1 tablespoon of baking soda into 1 gallon of hot water and pouring the solution directly into the cooler reservoir. Let the solution sit for about 30 minutes and then drain through spigots and drain plug. Then flush the cooler with 3 gallons of plain hot water using the same method.

Q. Bottles/Decanter/Cooler: Cooler warranty
A. You need to refer to your manufacturer's guide for this information. If you have purchased a cooler directly from us, your warranty has since expired.

Q. Bottles/Decanter/Cooler: Cooler water is not getting cold or hot
A. You will have to refer to your manufacturer's instruction manual to fix this problem. If you purchased your cooler through us, your warranty has since expired.

Q. TDS Meter: Meter isn't working
A. As with any electronic device, sometimes you may encounter issues with the TDS meter. Please follow the steps below to resolve your issue.
1. Did you remove the cap?
2. Have you turned it on?
3. Have you been storing it in the fridge? If so, sometimes you need to allow it warm up to room temperature so that it can function properly. If you have already done that, check to be sure it hasn't shorted out due to water contact
4. Please check the LCD screen to see if you see rust. If rust is present you will need to replace the TDS meter.
5. If nothing else is wrong, the battery is probably dead. To replace the battery, remove the end of the TDS and replace with a new 357-A battery that you can buy anywhere you get a watch battery

Q. TDS Meter: Meter reads the same in different water samples
A. Be sure you are using the meter correctly. First, take the cap off and press the on button. Then place the meter in the water sample and look for a reading. Only press hold if you want to remove the meter from the water to read the display. After you press hold and remove the meter, you must press hold again before testing another sample or it will continue to hold the first reading

Q. TDS Meter: TDS level changes in hot or cold water from the same tap
A. TDS level changes in hot or cold water from the same tap Things dissolve more easily in warmer water, which leads to a higher reading. The TDS meter corrects for temperature, but if the water is too hot it will give artificially high values. In general, the most accurate reading will be at or near room temperature.