Frequently Asked Questions

Delivery and shipping

We aim to deliver your package as quickly and efficiently as possible. Here is what you can expect when you buy a product from us:

When will my parcel be shipped?

If you order and pay before 8:00 PM, we will ship your parcel the same day.
For products that are sent from our warehouse in Spain, orders placed before 6:00 PM will be shipped the same day. Orders placed after these times will be shipped the next working day.

Can I track my order?

After we have passed your parcel to our courrier, you will receive a track & trace code. You will then be able to track your parcel, or change your delivery date and delivery address if needed.

Which courier do you use to send parcels?

We currently ship with PostNL and their partners. We have a very good relationship with PostNL and trust them completely with our deliveries. If there is any issue with your delivery, please let us know so that we can resolve it as soon as possible.

ZeroWater Products

Do I get a water filter when I buy a water pitcher/dispenser?

Yes, every ZeroWater pitcher contains a free ZeroWater filter. We think it’s important that you can get started immediately with clean, pure water.

What substances does the ZeroWater filter remove?

Click here to view more information.

Which filter fits in which water pitcher/dispenser?

The ZeroWater 5-stage replacement filter fits into all ZeroWater pitchers and water
dispensers. Filters are available for purchase individually or in larger quantities.
Drinking cup filters fit into the ZeroWater water bottles. Unfortunately the bottles are no longer available to buy. However, if you have bought one in the past, you can still buy the filters that fit it.

What materials are ZeroWater products made of?

ZeroWater® filters are made of BPA/BPS-free polypropylene. ZeroWater® water pitchers and water dispensers are made of BPA/BPS-free polypropylene and ABS (acrylonitrile butadiene styrene).

How do I clean my ZeroWater pitcher/dispenser?

Clean your device in lukewarm water with mild soap, then rinse and dry thoroughly with a paper towel. We’ve found that drying with a cloth tea towel can leave soap residue behind, making it difficult to get a 000 reading from the TDS meter.
PLEASE NOTE: clean the pitcher/dispenser only. You do not need to clean the filter.

Can I wash my ZeroWater pitcher/dispenser in the dishwasher?

No, we do not recommend using the dishwasher to clean your ZeroWater pitcher or dispenser.

My filter was damp when I took it out of the bag.

It is normal for the filter to be slightly damp when you open the bag and/or unscrew the blue lid. At ZeroWater we rinse the contents of the filter before they are packed so that you do not have to flush or soak the filter before use. This can cause some condensation inside the bag or lid, which is harmless.

My filter was damp when I took it out of the bag.

It is normal for the filter to be slightly damp when you open the bag and/or unscrew the blue lid. At ZeroWater we rinse the contents of the filter before they are packed so that you do not have to flush or soak the filter before use. This can cause some condensation inside the bag or lid, which is harmless.

Do I have to flush or soak the filter before using it?

No, this is not necessary. At ZeroWater, we already rinse the filters before we package them. This is why there can sometimes be condensation inside the bag or lid, which is harmless. If there are any charcoal specks on the outside of your filter, you can simply rinse it clean.

Do ZeroWater filters remove minerals from water?

Yes, ZeroWater filters remove all minerals from water. The filter does not distinguish between good (minerals) and bad (chemicals) substances, it simply removes all dissolved solids from water.
Most of the minerals you consume come from food; minerals from drinking water make up only a small part of your daily mineral intake. A well-balanced diet should provide you with all the essential vitamins and minerals. However, it is possible to add minerals back into the water. You can do this by:
Adding a drop of saline solution or a small pinch of mineral salt (such as Himalayan salt) to your glass of water.
Adding mineral stones to your filtered water.
You can easily make your own saline solution with a mineral salt of your choice, or buy ready-made drops. We recommend Vitals Multi Trace.
Please note that if you add saline solution, mineral drops or mineral stones to your water pitcher or dispenser, your TDS reading will no longer be 000.

Can I store my filter after opening?

The ZeroWater filter does not need to be constantly in water. If you are not going to use the filter for a few days, we recommend storing it in an airtight bag or container, and placing it in the fridge to ensure it stays fresh.
Please note: we recommend not storing or using a filter longer than 3 months after opening.

What is the best way to store unopened replacement filters?

Store your filters in a cool, dry, dark place. ZeroWater filters do not have an expiry date. However, we recommend using them within a year of buying.

Can I filter warm or hot water?

No. If you pour hot or boiling water over the filter, it will no longer function properly.

Can I purify water other than tap water with ZeroWater?

ZeroWater filters can technically purify most forms of water. However, we have only tested them on drinking water (tap water). This means we cannot guarantee the results if you use ZeroWater filters to filter water other than tap water (such as rain water or water from streams). We recommend having the water lab-tested to check whether it can be safely consumed. Drinking this type of water is at your own risk.

I’ve put in a new filter but I’m not getting a 000 value. What can I do about it?

ZeroWater filtered water will always give you a 000 value from the first day. There are a few possible reasons why this might not happen – see below.

1. Residual water, soap residue or dust

There may be residual water from your previous filter, soap residue from cleaning or dust from the factory in the pitcher or dispenser. This affects the TDS measurement.
Solution: Thoroughly clean all parts of the pitcher or dispenser and the filter that are in contact with the filtered water. Dry thoroughly with a clean paper towel. Then place the filter back into the pitcher and measure the filtered water.

2. Leaking filter

You may not have screwed the filter in tight enough. This can cause tap water to leak past the seal. You might notice droplets or a trickle of water leaking between the filter and the water tank at the top of the pitcher or dispenser. If this is the case, unfiltered water and filtered water mix in the jug, so the TDS reading will show higher than 000. However, in this situation the TDS value is always lower than that of your tap water.
Solution: Re-fit the filter so it sits tightly in your water pitcher or dispenser. To do this, take both the filter and water tank out of your pitcher or dispenser. Place the water tank upside down on a flat surface, remove the filter and then screw the filter in again. This makes screwing in easier, and you will be able to tighten it more firmly.

3. Filter not rinsed properly
A higher TDS reading may indicate that the filter has not been flushed (enough) at the factory. New filters are flushed with ZeroWater before being packaged and shipped, so that you can immediately see a 000 reading on your TDS meter at home. This is why there is often moisture or condensation inside the package.
Solution: You can mimic the flushing process by refilling your water tank a few times, emptying the jug, and seeing if the TDS value in the water pitcher drops. You can reuse the filtered water that is not 000 to fill your water tank.

4. Filter defective

It may be that the filter is screwed in properly, but it is leaking due to a defect. A leak can cause non-filtered water and filtered water ​​to mix in your pitcher or dispenser, resulting in a TDS reading above 000. However, the TDS value in this situation is always lower than or equal to your tap water.
Solution: Check the silicone ring at the top of the filter and the thread of the water tank for irregularities. These should be smooth and fit together easily. The outside of the filter should not have any holes or cracks (except for a small 2mm hole at the bottom of the filter). If you notice any defects, please send us clear pictures.
You can test the above scenarios one by one, and measure the TDS value of your water before and after filtering. In most cases, one of the above solutions will work and you will have a TDS reading of 000 once again. If that is not the case, please contact our customer service via service@zerowater.nl or via +31 (0)88 0034 140.

Why are there black/brown specks in my pitcher / dispenser’s water tank?

The top of the ZeroWater filter is partially open, so particles from the activated charcoal filter layer can float up into the water tank. These are harmless. To ensure that few particles come out of the filter, we recommend that you avoid pouring water directly onto the filter when filling your water tank.

How long does a ZeroWater filter last?

This will depend on the TDS value of your tap water (you can measure this using a TDS meter). The TDS value indicates the level of organic dissolved solids present in your tap water. The higher the TDS, the faster the filter will need to be replaced.
Check the TDS value of your tap water and then use the table below or click here to find out how much water you can filter with each ZeroWater filter.
TDS -> 000-001 -> clean water
TDS -> 002-050 -> low pollution -> 150+ liter per filter
TDS -> 051-200 -> average pollution -> 100-150 liter per filter
TDS -> 201-300 -> high pollution -> 50-100 liter per filter
TDS -> 301-400 -> very high pollution -> 30-50 liter per filter
TDS -> 401+ -> extremely high pollution -> less than 30 liter per filter

When should I replace my filter?

When the TDS value of your filtered water is 006 PPM or higher. Another indicator of a saturated filter is a change in the smell or taste of your filtered water – it will taste slightly sour or lemony (this is most noticeable after heating the filtered water).
As soon as you notice either a TDS value of over 006 or a change in the water’s smell/taste, it’s time to replace your filter.

When should I use my TDS meter?

We recommend measuring the TDS value of your filtered water regularly, everyday or every other day. You can vary the frequency depending on your water consumption. Once the measurement shows 001 PPM, we recommend measuring after each refill.

What should I do if water is not passing through the filter properly?

This could happen because of an air bubble or air pocket inside the filter, or a vacuum in the bottom part of your water pitcher or dispenser.

Solution: Lift the water tank out of your pitcher or dispenser to release the vacuum. If this doesn’t work, lift the water tank out completely and squeeze the center of the filter a few times, while water flows through it. Air will bubble up and water will be able to flow through more easily. You can also tap the filter against the edge of your sink. To avoid air bubbles, do not pour water directly onto the top of the filter, but instead beside it in the water tank.

My filtered water tastes or smells strange. What does this mean?

Tap water tastes different depending on where you live. This depends on the source of your drinking water and the treatment process it goes through before reaching your tap. Filtered water usually tastes softer than regular tap water, which can take a day or two to get used to – but after that you won’t want to go back! It’s the best water for tea, because it allows the real flavor of the tea to shine through (ZeroWater filters remove the usual bitterness you get from tap water).
When the filter is almost saturated, the smell or taste of the filtered water may change, becoming sour or lemony. The chemical reason for this is that once it has been deionized, water can become acidic after absorbing CO2. The pH can go from 7.5 to 6.5 or lower, making the water taste sour.
A change in smell or taste usually indicates that the filter is almost saturated. Measure the TDS value of your filtered water. If it is 006 or higher, it is time to replace the filter. If the TDS reading is 001 but the water tastes sour, consider changing the filter a little earlier. In any case, we recommend measuring the water after each refill once the reading is 001, and replacing once you get a reading of 006.

Can bacteria grow inside the filter?

The filter contains high-purity copper-zinc granulate which, in combination with activated charcoal, is very effective in reducing chlorine and hydrogen sulfide; it also prevents mold and bacterial growth.

How long does it take for a ZeroWater filter to filter the water?

Filtration will be slower than with conventional 2-stage filters because the ZeroWater 5-stage filter works harder and removes more contaminants. Check out this Youtube video to see how long the filtering takes.

What does the TDS meter measure?

The TDS meter (included in your parcel) indicates the total dissolved solids in parts per million (PPM).

Can I keep my TDS meter in the refrigerator?

We do not recommend doing this, because the humidity in the refrigerator can cause the batteries to oxidize. It is best to store your TDS meter outside the refrigerator.

My TDS meter stays at 000. What does this mean?

The most likely cause is that the HOLD function is on. This function keeps the measurement on the screen so that you can read it outside the pitcher. Depending on the meter model, the display will show HOLD when this function is activated. You can deactivate it by pressing the HOLD button again. Then try again. This should resolve it.

Help, my TDS meter doesn’t work at all anymore.

The batteries may have run out (2x LR44 – type dependent). These batteries should be replaced periodically. You will find the battery compartment at the top of the meter, behind the cap. You can open the compartment with a knife. Try again after replacing the batteries.

What are Total Dissolved Solids?

Total Dissolved Solids (TDS) are organic and inorganic materials that are found in water and that affect its taste, smell and appearance. These substances include minerals, metals, salts, as well as pollutants. Dissolved solids enter drinking water via the sources it is extracted from (for example: pesticides in surface water, dune water and well-water), as well as the materials used to transport it (for example: plastic or lead residues from water pipes).

My TDS meter is not included with my 9 liter water dispenser.

You will find your TDS meter clicked into the styrofoam in the package.

Can I keep my TDS meter in the refrigerator?

We do not recommend doing this, because the humidity in the refrigerator can cause the batteries to oxidize. It is best to store your TDS meter outside the refrigerator.

Can I recycle my ZeroWater filter?

We recently started our recycling program. Via the shop you can now add our recycle bag to your shopping cart for free with every order, which can be found under the heading accessories. When you have collected a maximum of 10 filters, put them in the recycle bag and return it to us. Note: Do not forget to include your last invoice with your address, otherwise we will not know who the sender is. As soon as we have received the items, you will receive a voucher worth EUR 7.50 from us as a thank you for your contribution to a better environment, we will take care of the recycling costs.

How can I become a ZeroWater seller?

If you’re interested in selling ZeroWater filters, please get in touch with us via the contact page.

Help, I can’t figure it out!

Our customer service department will be happy to assist. Please contact us at service@zerowater.nl or on +31 (0)88 0034 140.

Returns & Exchanges

How do I return a product?

We are dedicated to fulfilling your order to your satisfaction. However, if you are not satisfied and wish to cancel your purchase, you can do so within the statutory period of 14 days after receipt of the order, without giving any reasons. This period starts on the day after your order has been delivered.

Do you want to return a product? Then let us know via the contact form and send the product within 14 days of receipt to:

ZeroWaterfilter NL Returns
Herenweg 15
3602 AM Maarssen
The Netherlands

Return postage is at your own expense.

Make sure you include the original packing slip or a note with your contact details with the package, so that we know who to refund. If you do not do this, we cannot do anything with the return shipment.

What do you send back?

Make sure that the products you return are clean and complete in the original packaging. Don’t forget the TDS meter. Unopened, sealed filters may also be returned. Include the original packing slip or a note with your order number so that we can find your order and process your return faster.
If the product is damaged during return, we may charge extra costs for this. Missing parts will be deducted from your refund amount.
Open filters: If you have already opened a filter, it does not need to be returned. For hygiene reasons, we are not allowed to take it back and resell it. We will deduct €10 (Euro) from your refund for each open filter (even if it came with the pitcher or dispenser).

When will I receive my refund?

When you return a product, we will refund the full purchase amount, including shipping costs. This will be done within 14 days after we receive the returned items. Please note that the costs for returning the product are at your expense.

Can I exchange a ZeroWater product?

Of course it is possible to exchange products. Please note that the above return conditions apply. We will send the exchange item(s) within 5 days after we receive the returned item(s).