FAQs / All
Access our parts and part numbers
When can I expect delivery of my order?Share link
All goods in stock are subject to next-day dispatch. Deliveries to UK addresses take 24 hours to arrive after the dispatch date. Deliveries to Europe take between 5-7 days from dispatch date. In the unlikely event that the item is out of stock, your dedicated account manager will advise an estimated delivery.
How is the carriage cost calculated?Share link
Part orders in the UK/Scotland/Ireland are calculated on the value/weight of the goods. EU deliveries are calculated on their value, weight, and final destination.
There is an extra Dangerous Goods surcharge for CO2, and the charge differs depending on quantity of canisters purchased.
All appliance orders now go out on pallets, and in the UK this costs USD$60 per pallet. For EU- based appliance orders, the final total depends on the delivery destination and the weight of the appliances.
Can I order parts separately?Share link
Borg & Overström distributors can order parts separately.
How do I dispose of empty CO2 canisters?Share link
CO2 canisters are fully recyclable and can be disposed of in general waste.
I’ve forgotten my password or log-in details for the resource center. Can you help me?Share link
Click here to reset your password. You’ll receive an email which includes instructions to update your personal details. Occasionally, these emails end up in spam folders so please make sure you check all folders if the email doesn’t arrive promptly.
I need pictures of appliances, where can I get them?Share link
Images and marketing support material for all appliances can be found within the “resource” areas of the website under your account login. If you have any special requirements then please email email@example.com
Why is my appliance making a beeping noise?Share link
Your appliance is fitted with a level sensor. Please empty the level sensor tank and the beeping will stop.
I have a B5 appliance which is not dispensing any water. The blue LED light is on around the base of the tap but it won’t dispense any water?Share link
This is not a fault but a safety mechanism. Turn off the appliance and locate the probes in the base at the back, which should be dry. If you identify any moisture, dry the probes with a soft cloth. Next, locate the red lever halfway up inside the appliance. This should be in a horizontal position. If it is not, return to horizontal, and then turn the appliance back on. The appliance will dispense water again.
How can I optimize the quality of the carbonated water?Share link
Our appliances are designed to deliver premium carbonated water. If you are currently experiencing poor quality sparkling water, the cause could be due to the following (depending on appliance type):
- Incorrect CO2 pressure: Check your CO2 bottle, regulator, and non-return valve and replace as necessary. Supply pressure should be 58 psi (4 bar) — adjust or replace as necessary.
- Air in the carbonator tank: Isolate the power supply and operate the sparkling water tap until gas is expelled. Allow gas to expel for 5 seconds. Switch on the power supply and allow the tank to refill.
- Residue in carbonator tank: After prolonged use, a surface film can develop within the carbonator tank. Refer to the cleaning and sanitizing instructions that came with your appliance.
- Carbonator tank: If the pump runs continuously, contact your distributor who will be happy to help you resolve the issue.
How many cups of sparkling water can I get from one 20 oz CO2 cylinder?Share link
400 7 fl oz cups or 21 gal
What pressure does the CO2 need to be set at?Share link
We recommend between 3.5 – 5 bar. Do not exceed 5 bar pressure.
What would be the cause of water lying in the bottom of the appliance?Share link
This could be caused by a leak in the pipework and/or filter. Please contact your distributor who will be pleased to help you resolve this issue.
What would be the cause of water lying on the top edge of the lower door panel and/or the bottom of the cabinet?Share link
If applicable, you may have an overflowing driptray or waste container. This is easily resolved by emptying the waste container and/or checking that the drainpipe is not blocked.
Why would a water cooler not dispense hot water?Share link
Assuming your model is designed to dispense hot water, some simple trouble shooting will identify the cause — the most common of which is insufficient cooling air flowing through the fridge. Please contact your distributor who will be pleased to get your appliance operating properly again.
I just installed one of your coolers but I can’t get any water to come through — what did I do wrong?Share link
The most common cause of this issue is that the water supply is turned off. Please check that your power supply, taps, valves, and filters on the incoming water supply are fitted and switched on. Alternatively, your leak detector (if applicable) could have tripped off during installation. Disconnect the power and water supply and check for leaks. To reset your appliance, or if this hasn’t helped, please contact your distributor who will be pleased to get your appliance operating correctly again.