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Frequently Asked Questions – Water Filters, Coolers & Purifiers

Frequently Asked Questions

We've been helping Australians drink cleaner, healthier water for years. Below are the most common questions our customers ask about water filtration, purification, and our products. If you can't find your answer here, contact our team — we're happy to help.

About Water Filtration

What contaminants do water filters remove?

The contaminants a filter removes depend on the filtration technology used. Here's a quick overview:

Ceramic filters — remove bacteria, cysts (e.g. Giardia, Cryptosporidium), sediment, and some heavy metals.
KDF (Kinetic Degradation Fluxion) filters — remove chlorine, heavy metals (lead, mercury), and inhibit bacterial growth.
Activated carbon — removes chlorine, chloramines, VOCs, taste, and odour.
Reverse osmosis (RO) — removes up to 99% of dissolved solids, fluoride, nitrates, heavy metals, and most bacteria and viruses.
Water distillers — remove virtually all contaminants including heavy metals, fluoride, bacteria, viruses, and dissolved solids through the distillation process.
Fluoride-reduction filters — specifically target fluoride, which is added to most Australian municipal water supplies.

Our Ace filter range includes multi-stage systems that combine several of these technologies for comprehensive protection. See our Water Filtration Technology guide for a deeper explanation.

Is tap water in Australia safe to drink?

Australian tap water meets the Australian Drinking Water Guidelines (ADWG) set by the National Health and Medical Research Council (NHMRC). However, "safe" and "pure" are not the same thing. Tap water can legally contain trace levels of chlorine, chloramines, fluoride, and in older homes, lead from pipes. Many Australians choose to filter their water for improved taste, odour, and peace of mind.

What is the difference between a water filter and a water purifier?

A water filter physically removes particles and some chemicals from water. A water purifier goes further — it also eliminates biological contaminants like bacteria and viruses. Distillers and reverse osmosis systems with UV stages are considered purifiers. Our water distillers and reverse osmosis systems fall into the purifier category.

Does filtered water still contain minerals?

It depends on the filtration method. Carbon and ceramic filters generally retain beneficial minerals like calcium and magnesium. Reverse osmosis and distillation remove most minerals along with contaminants. If you use an RO or distiller, you can re-mineralise your water using our Maifan Stone filter or Magnesium Prill Beads.

What is fluoride and should I filter it out?

Fluoride is added to most Australian municipal water supplies at approximately 0.6–1.0 mg/L to support dental health. Whether to filter it is a personal choice. Some people prefer to remove it for health reasons. Our 7 Stage Fluoride Reduction Filter Cartridge Set and 97% Fluoride Ceramic Water Filter are designed specifically for this purpose. For more information, refer to the Australian Government Department of Health – Fluoride page.

Choosing the Right System

What type of water filter is best for home use?

The best system depends on your water quality, household size, and budget:

Benchtop filters — ideal for renters or small households. No installation required. See our benchtop water filter range.
Undersink filters — hidden under the sink with a dedicated tap. Great for families. Browse our undersink systems.
Whole house filters — filter every tap in your home. Best for households with sediment, chlorine, or heavy metal concerns. See our whole house filter range.
Water distillers — produce the purest water possible. Ideal for those wanting 100% contaminant removal. View our distiller range.
Reverse osmosis systems — high-performance multi-stage filtration. Explore our RO systems.

Not sure which is right for you? See our Filter Compatibility & Sizing Guide or contact us for a personalised recommendation.

What is the difference between a plumbed-in and a bottled water cooler?

A plumbed-in (bottleless) water cooler connects directly to your mains water supply and filters water on demand — no bottles to change, no running out of water. Our plumbed-in water coolers are popular for offices and homes with high water consumption.

A bottled water cooler uses large refillable or replaceable water bottles. These are portable and require no plumbing. See our bottled water cooler range. We also offer conversion kits to upgrade a bottled cooler to a plumbed-in system.

Are your water coolers suitable for offices?

Yes. We have a dedicated range of office water coolers designed for high-volume use. Both plumbed-in and bottled options are available. We also offer water cooler rental for businesses that prefer not to purchase outright.

Replacement Filters & Cartridges

How often should I replace my filter cartridge?

Replacement frequency depends on the cartridge type and your water usage:

Ceramic dome filters — typically every 6–12 months, or when flow rate slows significantly (they can often be cleaned and reused).
Carbon block cartridges — every 6–12 months depending on usage.
KDF cartridges — every 12 months under normal household use.
RO membrane — every 2–3 years under normal conditions.
Whole house cartridges — every 3–6 months depending on sediment load.

Always follow the manufacturer's guidelines for your specific system. Browse our full range of replacement filter cartridges.

How do I know which replacement cartridge fits my system?

Refer to our Filter Compatibility & Sizing Guide for a full breakdown by system type and cartridge size. If you're still unsure, contact us with your system model and we'll identify the correct cartridge for you.

Can I clean my ceramic filter instead of replacing it?

Yes. Our Ace Ceramic Dome Water Filter can be cleaned by gently scrubbing the outer surface under running water with a soft brush. This removes accumulated sediment and restores flow rate. However, ceramic filters should still be replaced every 12 months or sooner if cracked or damaged.

Water Distillers

How does a water distiller work?

A water distiller heats water to boiling point, converting it to steam. The steam rises, leaving behind contaminants (heavy metals, fluoride, bacteria, dissolved solids), then condenses back into liquid water in a separate chamber. The result is exceptionally pure water. Learn more on our Water Filtration Technology page. Browse our distiller range including the Ace 4L Medical Pure Water Distiller.

Is distilled water safe to drink every day?

Yes, distilled water is safe to drink. Because it lacks minerals, some people choose to re-mineralise it using our Maifan Stone or Magnesium Prill Beads to restore a natural mineral balance and improve taste. The World Health Organization (WHO) notes that very low mineral water may not be ideal as a sole source of minerals, which is why re-mineralisation is recommended for long-term distilled water drinkers.

Shipping, Returns & Warranty

Do you ship across Australia?

Yes, we ship to all states and territories across Australia. For full details on delivery times, costs, and our returns process, please read our Shipping, Return & Warranty Policy.

What warranty do your products carry?

Warranty periods vary by product. Full details are outlined in our Warranty Policy. If you have a warranty claim, please contact our team with your order number and a description of the issue.

Can I return a product if it doesn't suit my needs?

Yes, subject to the conditions in our Returns Policy. We recommend reading the policy before purchasing, and feel free to contact us before buying if you're unsure which product is right for you.

Filter Replacement Program

What is the Ace Filter Replacement Program?

Our Filter Replacement Program is designed to make maintaining your water filtration system easy and affordable. It ensures you never forget to replace your cartridges and keeps your water quality consistently high. Contact us to find out how to enrol.

Still have questions? Our team of water filtration specialists is here to help. Get in touch with us today — we're happy to recommend the right system for your home or office.