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Customer Account FAQs
How do I change an Autoship order to a one-time purchase?
You can pause or update your Autoship schedule at any time. To purchase your next cartridge only once, place it as a one-time purchase from our Replacement Cartridges page and pause or cancel the recurring shipment before your next order processes through the Autoship tab above. If an order is already being processed, contact Customer Support at 877-688-6426 for help.
When is my next Autoship delivery?
Your next delivery is based on the schedule selected for your subscription. We’ll send you a reminder email before each shipment, followed by tracking information once your order ships. You can also review or update your schedule through the Autoship tab above.
When will my order ship?
Most in-stock NuvoH2O products usually ship within 1–3 business days. Once your order leaves our warehouse, we’ll email your tracking information, and registered customers can also track new orders through My Account. Shipping and delivery estimates may vary depending on product availability and the shipping method selected.
Which replacement cartridge or filter does my system need?
Visit our Replacement Cartridges page and select the NuvoH2O system you own. We’ll show you only the cartridges and filters that are compatible with that system. If you’re unsure which system you have, check the product name on the housing or review your previous orders in My Account.
Why does my treated water test at the same hardness as untreated water?
NuvoH2O does not remove calcium and magnesium from your water. CitraCharge® binds to those minerals and changes them into a form that is less able to stick to pipes, fixtures, and appliances. Because standard hardness tests still detect the minerals, your hardness reading may remain the same—or temporarily appear higher as existing scale is broken down—even though the water has less potential to form damaging scale.
How can I order a replacement cartridge or filter?
Go to our Replacement Cartridges page, select your system, and choose the compatible cartridge or filter you need. You can place a one-time order or enroll in Autoship to save 10% and receive free U.S. shipping on future replacement orders.
How do I properly replace the cartridge in my system?
Place the system in bypass or turn off its water supply, release the pressure, and use the included wrench to remove the housing. Remove the old cartridge, take all protective plastic off the new cartridge, seat it in the correct position, reattach the housing, and slowly restore the water while checking for leaks. Because the exact orientation and startup process can vary by system, follow the replacement guide for your specific model.
Is my current system right for my home and water conditions?
The best system depends on your home’s square footage, household size, water usage, pressure, hardness, pH, and any additional concerns such as iron, sediment, chlorine, chloramine, or unpleasant taste. Home systems are generally intended for homes under 1,500 square feet, while Manor systems provide greater capacity for larger homes. Results may vary when water has a pH below 7.3 or hardness above 25 grains per gallon, so contact our team if your home or water conditions have changed.
Why am I still experiencing scale buildup?
Existing scale is removed gradually, so older deposits may remain visible while your system works to loosen and flush them away. Make sure your cartridge is still active, the system is not in bypass, and the system was installed before the hot-and-cold water split so your entire home is being treated. Very heavy buildup may also require an initial manual cleaning, and performance can vary when hardness is above 25 grains per gallon or pH is below 7.3.
What could be causing my water to have a bitter taste?
A bitter or metallic taste can be caused by high mineral levels, chlorine or chloramine, organic matter in the water supply, or metals released by older or corroded plumbing. The right solution depends on the cause and may require a carbon, chloramine, iron, or other targeted filter. If the taste continues after replacing your current filter, contact our team for help identifying the right treatment for your water.
