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FAQs

  • About Our Coolers

    1. Do I have a choice of colour for my water cooler?

      All freestanding coolers are available in white, grey or stainless steel.

      Our benchtop coolers are available in white only.

    2. Can I buy a water cooler?

      Neverfail does not sell water coolers, other than our Neverfail Ceramic Water Well. As part of our rental agreement, we will gladly exchange a faulty cooler at any time and replace it as soon as possible. It's all part of our exceptional customer service experience.

    3. What size are the water coolers?

      The freestanding coolers are 940mm high on a base of 310mm diameter.

      The benchtop cooler is 520mm high on a base of 310mm diameter.

      For all the details about our water coolers, click here

  • About Our Spring Water

    1. What sizes of bottled 'Neverfail' Spring Water do you have?

      Neverfail Spring Water comes in a range of sizes and formats to meet you needs which include

      • 15 Litre returnable bottles of Neverfail Spring Water (not available in South Australia)
      • 11 Litre returnable bottles of Neverfail Spring Water 
      • 15 Litre PET One Way bottles of Neverfail Spring Water 
      • 5 Litre and 10 Litre Neverfail Spring Water casks
      • 24 bottles x 600mL Neverfail Spring Water
      • 12 bottles of 1.5 Litre Neverfail Spring Water (South Australia only)
    2. How much water do I need to drink?

      It is recommended that the average female adult drinks 8 glasses of fluid per day and male adult drinks 10 glasses of fluid per day.

      For more indepth insights, go to page 302 on the link https://www.nhmrc.gov.au/_files_nhmrc/publications/attachments/n35.pdf

      Reference: National Health and Medical Research Council. Nutrient Reference Values for Australia and New Zealand including Recommended Dietary Intakes (NHRMC, Canberra, 2006). 

  • About our Other Products

    1. Do you have Water Filters available?

      We do have filters under our brand 'Aqua Vital'.  Our Water Filters are connected directly to your building’s existing water supply, providing the easiest, most cost-efficient way to upgrade your existing water supply to crystal clear, pure filtered water.

      We offer standalone Point of Use (POU) water filters, benchtop filters, filter cartridges and under sink filter solutions, to suit any filter need or preference.  Click to our Filter product page for more details

    2. Do you still sell 'Pump' Drops?

      Unfortunately, 'Pump' Drops, water flavour enhancers, are no longer available through Neverfail.

  • About Our Delivery

    1. Will I be reminded of my 'Neverfail' Spring Water delivery?

      For all residential customers, we provide an automated phone delivery reminder service, the evening before the delivery, to let you know that your Distributor will be in your area. It's part of our ongoing efforts to offer customers an exceptional service.

    2. Do I have to call to organise my 'Neverfail' Spring Water delivery?

      We place you on a regular delivery cycle with a specified delivery date each month. A delivery calendar showing your delivery day can be downloaded here and your next scheduled 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 scheduled delivery.

      Our existing customers can simply login to their Neverfail online account to view their next scheduled delivery date.

    3. What areas do you deliver 'Neverfail' Spring Water to?

      We deliver bulk Neverfail Spring Water to most metropolitan areas and most regional areas. By providing your delivery postcode and suburb, we can advise you whether we deliver to your area.

  • About Our Payment Options

    1. Payment Options Available

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      We offer a number of payments methods for your convenience

      Credit Card Payments

      You can pay securely on our website via Debit Card or Credit Card, with no additional credit card fees.  

      Simply login into your Neverfail online account, select "Make Payment" from the menu options and fill in your credit card details.

      Set Up Automatic Payments

      The quickest and easiest way to pay your account is to set up an automatic payment as a direct debit from your credit card or debit card. This takes away the worry of making account payments on time and allows you to Set and Forget!

      Simply login into your Neverfail online account, select "Set Up Automatic Payments" from the menu options and fill in your credit card details.

      BPAY & EFT

      We also offer BPAY and Electronic Funds Transfer (EFT)

      Details to make BPAY or EFT payments, are available on the brochure with our payment options.  Click here

  • General Questions

    1. Do I need to order a minimum quantity or dollar value?

      A minimum of 2 products is required to complete an order, excluding bundled promotions of 2 or more products or excluding 15L One Way bottles where a minimum of 5 bottles required.  There is no minimum dollar value required.

    2. What is my Username and Password

      Your default username is the last six digits of your customer number, which can be found on your invoice.  Your password can be emailed to you once you have your username and postcode.  

      You can change your default username and password once you have logged into your account, under the menu option "My Account Details"

      Otherwise, contact us via LiveChat to quickly obtain your login information.  

       

    3. Can I pay over the internet?

      Our existing customers, can pay securely by credit card or debit card on the Neverfail website.  

      If you are an existing customer, and would like to make a payment online, log into the Neverfail website with your username and password.  You can easily pay by debit card or credit card as a one-off payment or set up Automated Payments, so that you can "Set and Forget"

      If you are a new customer, once you add your products to your Cart, you will fill in a few details and then you can pay for your order by debit or credit card.

    4. What fees do Neverfail charge?

      A delivery fee applies to all deliveries made nationally. The delivery fee in all serviceable states and areas is currently $1.25 including GST for all areas excluding Darwin NT, which is $2.20 inc GST. The delivery fee will apply to each delivery (not each bottle) and will appear on your invoice issued at the point of delivery. If you require out of schedule deliveries, an express delivery charge may apply.

    5. Do I need to order a minimum quantity or dollar value?

      A minimum of 2 products is required to complete an order, excluding bundled promotions of 2 or more products or excluding 15L One Way bottles where a minimum of 5 bottles required

    6. What are Neverfail's Terms & Conditions (T&C's)?

      You can read the Neverfail's Terms and Conditions (T&C's) whether you are a commercial and residential customer, by clicking the link T&C's

    7. I'm a Masters Customer. Can I buy direct from Neverfail?

      With Masters stores closed down, you can buy your water bottles direct from Neverfail and have them delivered direct to your door. Simply

      • click on "New Customer"
      • add your postcode
      • add whether the water is for Home or Work,
      • Go to Spring Water in the catalogue and
      • add to cart

      You can also add a great selection of other beverages such as soft drinks, sports drinks and coffee and tea with your water purchase. 

       

  • Using our Website

    1. How To Guide on our Website

      We have created a simple "How-To" Guide to help you use our website either as a new customer signing up for the first time or as an existing customer, wanting to use our website to manage your Neverfail account.