How do I clean the fountain?
- Unplug the fountain, dump the water and disassemble the fountain.
- The fountain is dishwasher safe except for the motor and cord. Either wash in the top rack of your dishwasher or hand-wash these parts. If your dishwasher runs too hot, we recommend hand-washing. When hand-washing, use a bottle brush, aquarium brush, soft sponge, or brushes included in the Fountain Cleaning Kit and dish soap. (Please note: if you have the Avalon or Pagoda fountains, the filter housing is hand wash only. It is not dishwasher safe.)
- Remove the motor from the fountain.
- Lift the impeller (looks like a small white propeller) out of the motor. There may be a faceplate cover over the impeller than can be pulled up with a coin or fingernail. Wash the impeller in soapy water, removing hair and other gunk that has collected around it.
- Pour soapy water inside the motor cavity and clean with a small round brush like the one found in the Fountain Cleaning Kit. A cotton swab or small toothbrush might work too, or anything that can reach all the way inside of the cavity.
- Rinse all parts well before returning to the fountain.
- Re-assemble fountain, replacing the filter and pre-filter as needed.
- Place the fountain where desired. Fill with water. Re-plug in fountain.
How can I make the filters last longer?
- Clean your fountain at least once a month or more often if needed.
- Replace all of the water in the bowl with fresh water between regular cleanings.
- If your fountain uses a foam filter or pre-filter, clean the pre-filter between regular fountain cleanings.
- Use pre-filtered or purified water to refill the fountain.
Never rinse the filter in soap. Washing your filter will allow the soap to seep into the pores and this cannot be removed, making the filter unusable and unsafe for your pet.
Do I need to use a filter with the fountain? The filter is not required for normal operation of the fountain, but it does significantly improve the overall cleanliness and taste of the water for your pets. The filter removes bad tastes and odors to improve the taste of the water and catches hair and small particles to keep the water cleaner.
Filters are still helpful even if you use filtered water in the fountain. The activated carbon continuously cleans water as it flows through the filter. The pre-filter protects the pump from dirt, fur, drool, and debris.
How do I get my pets to drink from the fountain?
Pets, especially cats, can be a little timid with the fountains at first. This is a new object added to their environment, so give your pet enough time to get used to the fountain at their own pace. This time frame will usually only take a few days, and it is very rare that a pet will refuse to use the product entirely. If your pet prefers to drink running water from the faucet or shower, she will probably get used to the fountain very quickly. Here are a few tips to help transition your pet:
- Set up the fountain without plugging it in. This way your pet can get used to drinking from the fountain without the noise and splash of running water.
- Plug in the fountain for short periods of time, until your pets begin to feel comfortable. Try setting it to a lower flow setting.
- Once your pet is somewhat used to the fountain, remove other water sources.
- If your pet still isn’t interested in the fountain, make it more appealing with some flavoring. Remove the filter from the fountain, then add tuna juice or bouillon to the water until your pet is used to the new product. After that, you can clean the fountain, replace the filter, and refill the fountain with regular water.
How do the filters work? The activated carbon filter removes bad tastes and odors from the water and catches large particles and debris from re-circulating back into the water. The filters do not purify the water. Change them every 2-4 weeks, depending on how many pets use the fountain, to keep the fountain water fresh and clean.
How often should I change the filter? The activated carbon filter should be changed every 2-4 weeks, depending on the number of pets using the fountain. If you have more pets or notice more debris, a slimy feel, or decreased water flow in your fountain, you should clean it more often. Pre-filters can usually be changed less frequently.
What are the filters made of? These filters are similar to filters used in fish tanks. They are safe to use with your pet’s drinking water. The organic activated carbon used in the filters is made of coconut shells.
Why do I need to change the filters? Over time, debris gets stuck in the outer fabric of the filter, making it more difficult for the water to pass through it. The inner part of the filter contains granulated carbon with hundreds or thousands of microscopic holes, which bind to impurities in the water that cause bad tastes and smells. This binding prevents impurities them from returning to the water. Eventually, the holes become clogged and can no longer remove impurities.
Is the plastic in your fountains BPA-free? Yes. All of our plastic fountains and plastic parts are BPA-free, including cords, pumps, and filter housing.
My fountain is overflowing. The Platinum fountain is overflowing due to the reservoir not equalizing and emptying all of the water into the bowl. The Platinum would overflow only if air has access to enter freely. If air is entering the reservoir, the water will not equalize and the reservoir will begin to overflow the fountain. The way air would have access is if the reservoir is damaged, or if there is an air leak caused by a hairline fracture or crack in the reservoir plastic. Troubleshoot a leaking fountain, or purchase a new reservoir.
To make sure you don't fill the fountain with too much water when refilling, make sure to only fill the reservoir tank and not the bowl. Keep the water level filled to the flow control knob.