Support: Large Two-level Six-litre Pet Fountain – White (385)

My pump has stopped working.

1. We would advise referring to the fault-finding/maintenance instructions. Most reported failures relate to a build-up of limescale/dirt in the pump and are easily rectified by dismantling and cleaning the pump bore and magnetic impeller also.

 2. Please see the pump cleaning video on our website.

How often do I need to change the water?
We recommend changing the water every 2-3 days, making sure to top up the water level in between.
 
How often do I need to clean the pump?
We recommend that the pump is dismantled into its four separate parts and cleaned monthly as per the instruction leaflet. If you are in a hard water area, you may need to clean more frequently.
 
How often do I need to change the filter cartridges?
Our recommendation is that the filter cartridges are changed once a month.
 
Our pet will not drink from the pet fountain. What can I do?
We would advise leaving the pump turned off allowing your pet to become comfortable using the fountain. When you feel your pet is ready, turn the pump on.
 
How do I clean a heavily scaled pump?
1. Disassemble pump as per instruction leaflet. Leave parts to soak in a solution of 50% water and 50% vinegar for a few hours, then clean parts as per instructions.

 2. Please see the pump cleaning video on our website.

Can I regulate pump flow?
On the pump there is a flow control valve with min./max. Move this left or right until desired flow rate is achieved.
 
How can I reduce excessive water flow by evaporation?
Turn the flow control valve on the pump to min. setting.
 
Is this product made from BPA-free plastic?
The bowl, lid, base, i.e. all main components are made from polypropylene. This is a BPA-free plastic.
 
Can I get a replacement pump?
Yes, the Part Number is 354, available on our website.
 
Can I get a replacement power supply?
Yes, the Part Number is 949 (UK) 948 (European), available on our website.
 
What should I do if I am seeing a build-up of pink residue?
Please see our guidance on of pink residue build up here.