frequently asked questions
About our Springwater
Where does the water come from?
We have spring water sources in all mainland states of Australia. We start with natural, protected spring water from an underground source.
Quality water like this is consistent from year to year and is naturally purified and protected. We pump, transport and store the spring water in food-grade stainless steel at all times.
The sources are located in: New South Wales - Mount White; Victoria - Gordon near Ballarat; South Australia - Mt. Lofty; Western Australia - Martin and Roleystone; Queensland - Mutarnee and Mt. Tamborine.
How much water do I need to drink?
It's recommended that the average adult drink 8 glasses of spring water per day.
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about our coffee
Do you have a question regarding Grinders Coffee, DeLonghi EAM4500 Coffee Machine, or how to enjoy the convenience of coffee delivered directly to your door?
Please visit our Coffee FAQs for further information.
If you have any further queries, please visit the Coffee Information section of our website.
Otherwise, please contact us online, or call 13 30 37 during business hours to raise your inquiry with our friendly customer service agents.
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About our service
Is there a delivery charge?
Currently, there is a fuel levy of $1.25 (inc. GST) applied on all product deliveries made in South Australia.
The fuel levy will apply to each delivery (not each bottle) and will appear on your invoice at the point of delivery.
If you require out of schedule deliveries a charge may apply.
Do we deliver to your area?
We deliver to most metropolitan areas and most regional areas. By providing your delivery postcode & suburb we can advise whether we deliver to your area. Click here to see if we deliver to your area.
I know you deliver to my office but do you deliver to homes?
Yes. Our residential customer base is growing daily as more and more people are becoming aware that clean, fresh spring water is a natural, safe and healthy alternative.
What time is our delivery?
Deliveries are usually made between 7.30 a.m. and 5.00 p.m. Monday to Friday. However, you do not have to be home for water deliveries, as we will leave large bottles out where you put your empties.
Do I have to call to organise a delivery?
No. We place you on a regular delivery cycle so you know what day each month will be your delivery day. We give you a delivery calendar showing your delivery day and the next delivery day is always shown on the invoice you receive on each delivery. Remember, you don't have to be home to receive your normal monthly delivery.
Will I be reminded?
Yes, before delivery we will ring the number you have provided to let you know we are coming, its part of our exceptional service.
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About our products
What size are the coolers?
The freestanding coolers are 940 mm high on a base of 310 mm per side - they take up about as much space as a telephone book. The bench top coolers are 520 mm high. To see the coolers, Click here.
Can we buy the cooler?
Neverfail does not sell coolers. We will gladly exchange a faulty cooler and replace it as part of the Neverfail service.
How much does it cost to run the cooler?
The cooler uses as much energy as a 75 watt light bulb, approximately 5 cents per day to run a cold cooler. It costs approximately 35 cents per day to run a hot and cold cooler.
Do I have a choice of colour?
All floor model coolers are available in white, off-white, Executive grey and stainless steel. To see the coolers, Click here.
What size bottles do you have?
We have 600 ml, 11 litre and 15 litre bottles of spring water available in all states other than South Australia. In SA we trade under the Piccadilly brand with 600 ml, 1.5 litre, and 11 litre bottles, as well as 10 litre casks. To see our range Click here.
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About paying for our products
For people who have spring water at home...
You can pay by credit card for the initial delivery and then for subsequent orders you may pay monthly. You may arrange automatic credit card deductions.
If you pay the full cooler rental annually, you can elect to pay by cash, cheque or credit card.
For people who have spring water at the office...
After the initial credit card payment, you can choose to pay us by cash, cheque, credit card, direct debit or EFT.
You can pay over the Internet!
All of our current customers can login to make secure (encrypted) credit card payments. Click here to sign in.
If your question has not been answered here please contact us.
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