Frequently Asked Questions
We've compiled a list of most frequently asked customer questions. If your question isn't answered below, don't hesitate to contact our friendly team.
General FAQs
How do I get started with Just Water?
1. Explore our range
Browse our water solutions to find what suits your space.
2. Choose a solution that fits you
Home Water Coolers - floor-standing, bench-top, or under-bench options
3. Get in touch
Contact our friendly at 0800 801 802, email hello@justwater.co.nz, or fill out our Contact Us form.
4. We'll take it from there
Our team will talk you through your options, sort out billing, set up your water delivery if applicable, and answer any questions you may have.
What services does Just Water offer?
Just Water offers a range of services to meet your hydration needs:
- Water Coolers - Floor-standing, bench-top and under-bench options, including hot and cold units and solutions designed to high-sulphur areas.
- Fill-Your-Own - A convenient and eco-friendly hydration solution available nationwide, using reusable bottles.
- Water Delivery - Available across select parts of North Island.
- Filters & Parts - A range of filtration systems, replacement filters and parts to help keep your water fresh and tasting great.
- DrinkSafe® Programme – An exclusive programme for business customers that helps maintain high standards of water cooler safety and hygiene.
What do you offer home customers?
For home customers, Just Water offers a range of water cooler solutions to suit different hydration needs. You can choose between our Fill-Your-Own solution or Water Delivery, depending on what works best for your home.
- Fill-Your-Own – Available nationwide, this option includes a water cooler and filtration system, allowing you to enjoy chilled, filtered water using reusable bottles.
- Water Delivery – Available in select parts of the North Island, with fresh, filtered water delivered directly to your home.
We also regularly have special offers and promotions available, so get in touch with our team to find out about the latest options for your home.
What do you offer businesses?
We offer a range of hydration solutions to help keep your workplace refreshed and hydrated!
- Water Coolers – Choose from a range of floor-standing and bench-top options, including hot and cold water coolers.
- Direct Connect Systems – Plumbed-in solutions that provide a continuous supply of filtered drinking water.
- DrinkSafe® Programme – Our comprehensive servicing and sanitisation programme for rented water coolers, helping to keep your workplace water safe and hygienic.
- Short-Term Rentals – Need water for an event, temporary workplace or special occasion? We offer flexible short-term rental options too.
Not sure which solution is right for your business? Our friendly team would be happy to help you find the best option!
How much does it cost to rent a Just Water dispenser?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Can I buy a water cooler outright?
Yes, absolutely! You can purchase a water cooler outright from Just Water. We have a range of options available, including floor-standing and bench-top coolers, depending on what works best for your home.
Our team would be happy to help you find the best option for your needs. Give us a call on 0800 801 802.
Does Just Water offer rent-to-own options?
Unfortunately, we don't currently offer rent-to-own options. However, you can choose whichever option works best for you: rent a water or purchase one outright.
Renting is a great flexible option with low daily rates, while purchasing means you'll own your own water cooler from day one.
If you're not sure which option is right for you, our friendly team is always happy to help! Give us a call on 0800 801 802 or email hello@justwater.co.nz.
Can I rent a water cooler for a short-term event or trade show?
Absolutely! We offer short-term water cooler rentals for events, trade shows and other temporary setups, so you can keep your guests, customers or team hydrated without committing to a long-term rental.
If you’re planning an event, get in touch with our friendly team on 0800 801 802 or email hello@justwater.co.nz to chat about your requirements and find the right solution.
Where does Just Water deliver?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
How often are deliveries made?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Are your coolers UL listed and NSF certified?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Water Quality & Filtration FAQs
Where does Just Water source its water?
Just Water sources it's water from the municipal supply. It undergoes rigorous multi-step filtration process to ensure high quality.
How is Just Water water filtered?
This includes:
- Carbon Bed Filter: Removes chlorine, bad tastes, and odours.
- 5-Micron Filter: Eliminates sediment.
- UV Treatment: Kills bacteria and viruses.
- 1-Micron Filter: Further removes bacteria and viruses.
- Silver Ion Technology: Advanced purification.
- 25-Micron Filter: Final sediment capture.
This process ensures our water is pure and retains essential minerals for health.
What does Just Water remove from the water?
Our filtration process removes:
- Chlorine: Eliminates bad tastes and odours.
- Sediment: Captures visible impurities.
- Bacteria and Viruses: UV treatment and filters remove up to 99.9%
- Organic Contaminants: Carbon filters remove various chemicals.
- Microbes: Silver Ion technology adds extra protection.
Essential minerals like calcium and magnesium are retained for health benefits.
Does Just Water contain fluoride?
Yes, our water contains a trace amount of fluoride. While we don't add fluoride intentionally, our filtration process retains essential minerals, including fluoride, which supports dental health. This ensures our water remains both pure and beneficial. You can read more about this on our blog: Is Fluoride Bad?
Does Just Water remove chlorine?
Yes, our filtration process effectively removes chlorine. The carbon bed filter is specifically designed to eliminate chlorine, along with bad tastes and odours, ensuring our water is fresh and great-tasting.
What is the pH of Just Water's water?
The pH of Just Water typically ranges between 7.0 to 7.5, which is neutral to slightly alkaline. This ensures the water is balanced and pleasant to drink, while retaining essential minerals.
Do you conduct regular water testing?
Yes! To comply with DrinkSafe® International standards, we’re the only water cooler company to engage an independent Telarc certified laboratory to randomly test water every month from Just Water coolers placed around New Zealand
Troubleshooting FAQs
Why is my water cooler leaking?
The most likely cause is a cracked water bottle. Alternatively, water may be leaking from the filter or connections. If you notice your cooler leaking, please call 0800 801 802 and we'll offer prompt assistance.
Why does my water taste strange or 'off'?
If your water tastes strange or 'off', it could be due to several reasons:
1. Overdue servicing or need a filter replacement? Check if your cooler's servicing is overdue or arrange a replacement filter and flush 10 litres of water through the unit.
2. Identify if the taste is from the bottle or the cooler. Note the batch number and expiry date on the bottle cap.
3. Ensure the cooler has been cleaned recently. If not, follow cleaning instructions or call us at 0800 801 802.
Why isn't my water cold?
Check that the white temperature indicator reaches the top of the blue display. If not, reset the cold-water temperature setting to 4°C.
Is the ambient temperature around your water cooler very hot or cold? Normally in these scenarios the water cooler is chilling properly, the approximate time for a full recovery is 15 minutes. You may need a different option – call us on 0800 801 802.
If you use a lot of water, your current water cooler model may not be keeping up. Take a look to see if a larger water cooler model or a water fountain option would work better for you.
Why isn't my cooler dispensing water?
1 . Remove the bottle and the spill guard.
2. Check if the reservoir is empty or if the water has frozen over.
3a. If the reservoir is empty, place a new bottle on top.
3b. If the water has frozen over in the reservoir, turn off the cooler from the power point. Allow time for the water to defrost, then turn it back on.
If the water freezes over again, please call us on 0800 801 802 option 3.
Why has my water flow slowed down?
If you water flow has slowed down, consider these steps:
1. Check for Blockages: Inspect the filter for any blockages. A clogged filter can reduce flow.
2. Frozen Reservoir: Ensure the water in the reservoir isn't frozen. If it is, turn off the cooler and let it defrost.
3. Bottle Check: Make sure the bottle isn't empty or improperly seated.
If the issue persists, please contact us on 0800 801 802 for further assistance.
Why is my plumbed-in unit not dispensing water?
If your plumbed-in unit isn't dispensing water, try these troubleshooting steps:
1. Check the Shut-off Valve: Ensure the blue valve is in line with the tubing, indicating it's open.
2. Air Bubbles: Air bubbles in the hose can cause flow issues. Gently tap the tubing to release any trapped air.
3. Power Supply: Confirm the unit is plugged in and the power switch is on.
If these steps don't resolve the issue, please contact us on 0800 801 802 for further assistance.
My cooler has stopped working. What should I do?
If you cooler has stopped working, try these steps:
1. Check Power: Ensure it's plugged in and the power switch is on.
2. Reset Button: Locate the reset button, usually near the tubing. Press it firmly.
3. Frozen Reservoir: If the reservoir is frozen, turn off the cooler and let it defrost for 30 minutes to an hour.
If these steps don't resolve the issue, please contact us on 0800 801 802 and our friendly team will assist you.
I've moved house and my filter doesn't fit the tap. What should I do?
Please call us on 0800 801 802 and we'll help you the part you require for your filter kit.
Installation & Setup FAQ
How do I install my Just Water home filter?
It's very simple! Please email customerservice@justlife.co.nz and our friendly team will send you instructions.
How do I install a child safety lock on my home water cooler?
Follow our simple instructions here.
Can I install my water cooler myself?
Yes, you can install your water cooler yourself. Here's a quick guide to the Fill-Your-Own water cooler:
1. Location: Find a suitable spot and plug in the cooler, but don't turn on the power yet.
2. Filter Setup: Rince and install the Smart Filter cartridge. Refer to our installation video.
3. Connection: Choose the appropriate fitting for your tap (suction cup or diverter valve).
4. Bottle Filling: Use the easy fill cap to fill the bottle and place it on the cooler.
5. Power On: Turn on the power and wait about 15 minutes for chilled water.
If you need assistance, feel free to contact us.
What should I do when I receive a replacement filter?
When you recieve a replacement filter, follow these steps:
1. Turn Off Water: Shut off the water supply using the stop tap or shut off valve.
2. Release Pressure: Turn on the tap to release any pressure, then turn it off.
3. Remove Old Filter: Unscrew the old filter from the filter head with a half turn to the left.
4. Install New Filter: Insert the new filter into the head and turn it a half turn to the right until secure.
5. Turn On Water: Open the stop tap or valve and let water run through for 2-3 minutes to clear air and carbon fines.
Your system is now ready to use! If you need further assistance, contact us at 0800 801 802.
Orders, Shipping & Returns FAQs
What is the return policy?
Our return policy includes:
- Refunds: If a product is faulty, we offer a full money-back guarantee under the Consumer Guarantees Act 1993.
- Damaged Items: Notify us if you receive a damaged item. We may request photos to process a replacement or refund.
- Non-Refundable Fees: Shipping fees are non-refundable unless the return is due to our error.
For more details, contact us at customerservices@justlife.co.nz or call 0800 801 802.
Are any purchases final sale?
No, we don't have a final sale policy. However, shipping fees and certain non-product fees are non-refundable unless the return is due to our error. If a product is faulty, we offer a full money-back guarantee under the Consumer Guarantees Act 1993. For more details, contact us at customerservices@justlife.co.nz or call 0800 801 802.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.