Frequently Asked Questions

General FAQs

How do I know if the hy-drate™ will fit in my pet’s water bowl?

The hy-drate, with its curved and compact design, will fit in most pet water bowls. To know for sure, measure the depth and diameter of your pet’s water bowl. The hy-drate™ measures approximately 3 ½” L x 2” W x 1 ¾” H. If your pet’s water bowl is larger than this measurement, then the hy-drate™ should fit.

My pets aren’t drinking from their new fountain, how do I get them to use it?

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 can range from a few days up to a few weeks, but it is very rare that a pet will refuse to use the product entirely. Here are a few tips to help transition your pet:

  1. Initially set up the unit without plugging it into electricity; this way pets can get used to drinking from the fountain without the running water. Plug in the fountain for short periods of time, until your pets begin to feel comfortable.

  2. Remove any other water sources.

  3. Remove the filter from the fountain, then add a flavoring like tuna juice or bouillon to the water until they get used to the new product.

What should I do if my fountain suddenly becomes noisy?

It is normal to hear a low humming sound, but it shouldn’t be very noticeable or loud.

  1. First, try unplugging the fountain and then plugging it back in.

  2. Make sure the fountain is full of water before plugging the fountain into an outlet.

  3. Remove the pump from the fountain by following the directions in your owner’s manual. If you’ve misplaced your manual, click here to download and print. With the pump removed, remove the stator plate and check the impeller to make sure there is no hair and/or debris wrapped around the plastic blades and that they are all intact.

  4. After cleaning the fountain, take a small cotton swab and place a little bit of olive oil or vegetable oil on the tip (be sure to use a product that is edible and pet friendly). Lubricate the small metal pin inside the pump with the oil. This will help the impeller spin more smoothly.

Why is my fountain making “gurgling” sounds?

The water level may be too low. Add water to the fountain to resolve this problem. Make sure to always check the fountain's water level and clean the fountain frequently to prevent your pump from failing.

What should I do if the pump is not pumping water properly or has stopped working altogether?

There are several possible causes for a fountain to stop working.

  1. Attempt to unplug and re-plug the pump into the same outlet. This may solve the problem.

  2. Lack of regular cleaning may result in the pump becoming clogged with pet hair and food debris. The pump must be cleaned every 2 weeks to ensure proper function. Please refer to the owner's manual for detailed instructions on how to properly clean your pump.

  3. Water quality can also affect the pump and how effectively it runs. Hard water will cause calcium deposits to build up in the pump's cavity, blocking the impeller from spinning. If there is evidence of hard water build-up inside the pump, try adding plain white vinegar inside the pump's cavity (without the impeller) and allow it to soak for 10-15 minutes. Allow the impeller to soak in a separate bowl of vinegar for the same duration of time. Clean all fountains parts, including the pump, in soap and water before reassembling the fountain.

  4. Make sure the cord does not have any frayed or exposed wires due to pets possibly chewing the cord. If your pet is prone to chewing, visit your local hardware store and purchase a conduit cover to protect the cord.

  5. Pumps last for several years with proper cleaning. If the pump has been in regular use for this period of time, it may be old and need to be replaced. Contact customer care at 800-732-2677 for a replacement pump.

  6. The fountain is to be used indoors only. Outdoor usage can cause damage to the pump, at which point the pump would need to be replaced. The fountain parts and pump are not UL approved for outdoor use.

  7. If the pump was exposed to low water levels for a prolonged period of time, the pump's motor may have burned out and the pump will need to be replaced. Please contact customer care at 800-732-2677 for further help.

Why is my fountain slimy and/or foamy?

Excessive bubbles or a slimy feeling inside the fountain can be caused by a few things, but often enough, saliva is the primary cause. The free-falling stream agitates the water inside the bowl and can sometimes work the saliva into foam (excessive bubbles). While this makes the water look a bit unsightly, it indicates your pet is using and enjoying their fountain. Since the root of the problem is your pet's saliva there is not much you can do to prevent this occurrence, but frequent water changes will help. Here are a few other possibilities and solutions:

  1. After cleaning your fountain, make sure that the fountain is thoroughly rinsed in water before reassembling. Any soap residue left on the fountain can produce this foam and could be potentially harmful to your pet.

  2. The plastic in your fountain is non-porous and non-leaching, but bacteria can still be present due to environmental issues, such as temperatures and humidity. If you feel this may be the case, disassemble the fountain and pump completely. Soak the fountain parts in a 10% bleach and 90% water solution for 15 minutes. After soaking, clean the fountain again with warm water and an antibacterial soap as instructed in your owner’s manual. Make sure all parts are rinsed thoroughly to ensure the bleach solution in completely removed from the fountain before use.

  3. Clean the fountain every other week and change the water in the fountain every week. Change the water more frequently if you have multiple pets or live in a humid environment.

My pump’s adaptor is warm to touch. What should I do?

Remove the adapter from the outlet and try plugging it into a surge protector. If you have an older home, the power going to the fountain may not be enough. In this case, a surge protector would be necessary. All fountains and pumps have been safety tested in the United States at Underwriters Laboratories (UL). The UL Mark has been awarded to every aspect of our fountains.

I found water around my fountain, is it leaking or is this from my pet?

Our fountains are designed not to leak. First, check for a hairline crack in the fountain's bowl. If you cannot find one, the water on the floor is caused from your pet drinking. Some pets are prone to spilling. We recommend purchasing a water-resistant, durable mat to place underneath the fountain to protect your floors from spilled water.

The products are made in China, how do I know they are safe?

We are aware of the issues that Chinese-made products have generated over the past few years. We take this matter seriously and our ultimate concern is for the health of pets around the world. Our products are made by a reputable company in China that deals primarily with aquarium pumps and equipment. Aquariums have a delicate eco-system and require high quality materials to maintain a stable environment. The plastic we use is certified BPA Free and non-porous. Our materials are among the highest quality available for consumer pet products. In addition, our products are inspected and listed by Underwriter Laboratories (UL), the world's leading product safety certification organization.


Filter FAQs

How do the filters work?

The filters do not purify the water. The carbon filter removes bad tastes and odors from the water and catches large particles and debris from re-circulating back into the water.

How frequently do I need to change the filter?

The carbon filter should be changed every 2 to 4 weeks, depending on the number of pets using the fountain. Having more pets that use the fountain will increase the saliva content and debris in the water, so the filter will need to be changed more frequently.

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.

Why am I finding small black particles in my pet’s fountain?

It is common for some residual carbon dust to seep from the filter. This is perfectly normal and not harmful to your pet in any manner. To help prevent the carbon dust from shedding, rinse the filter thoroughly under running water before placing inside the fountain. Due to the organic nature of the materials used in making the filters, the consistency of the granulated carbon may vary with each batch and cause some filters to shed more carbon than others.

Can I rinse the filter with soap to use it again?

No, the filter cannot be rinsed in anything but water. 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.