What shall I do in order to be an Enagic distributor?
It is possible to be registered as an Enagic distributor after purchase one of our Kangen Machine.
Which filter do I need for my machine?
LeveLuk K8 machines require FC1 filters. For other machines, they can be categorized into two: the old type, generally suitable for machines purchased before 2011, and the new type, identifiable by the Enagic E logo, designed for machines purchased after 2011. If you're uncertain, please contact us at info@enagic-australia.com for assistance.
What is the lifespan of the FC1, HG-N and HG filters?
The cartridge filter should be replaced every 12 months or after filtering 6000 Litres, whichever comes first.
Why is my machine leaking?
The leakage is most likely due to the o-ring (black stopper) on the bottom of the filter coming off during transportation or inadvertently leaving an extra o-ring on when replacing the filter. There are also o-rings on the white and grey hoses connected to the bottom of the machine. The probability of a mechanical fault within the appliance causing the leak is minimal, however if you are still unsure, feel free to contact our technical team at warehouse@enagic-australia.com.
How do I use the reset swtich? (SD/JR series)
There is a square switch situated under the black cover on the front-left of the appliance. Please make sure to push this button (it should make a beeping sound) when you first set up your SD/JR machine or when replacing the filter. This allows for the correct display on the display of all the information stored in the LeveLuk microcomputer. This reset button must be pushed in order for information to be displayed on the LCD screen. It notifies the user when there is too much or too little water, sets off an alarm when hot water passes through by mistake, and informs you to monitor the water flow. By using the reset switch correctly on the LeveLuk, you insure the delivery of safe and healthy water.
What if there's no cartridge replacement notice even after a year?
The display screen on the LeveLuk will notify you when the total volume of water produced reaches 6000 Litres. The microcomputer controls this notification mechanism, please make sure to press the reset switch to activate the microcomputer when you put in a new filter. The reset switch is located on the top right of the cartridge section (inside the black cover on the left). Please press it until it beeps. The microcomputer controls other information for the LeveLuk as well, which is why it is critical to remember to press the reset button.
Payment & Processing
Can I order without an account on Enagic website?
No. You must sign up an account before placing an order.
What are the available payment methods?
We support the following payment options:
Online payment - Credit card (Visa, Mastercard)
Offline payment - Cheque, bank transfer
For more details, please contact our Customer Service at 02-9878-1100.
When will I receive my order?
After you have successfully placed your order and made payment, we will usually ship your order out the following business day.
I received an incomplete order, what should I do?
If you find some items missing in your parcel then please contact us immediately at 02-9878-1100 and we will investigate the matter for you right away.
Can I prearranged the date I want to get the delivery?
We regret to inform you that we are unable to accommodate scheduling of deliveries. However, you may coordinate with our courier partner to schedule according to your preference.
Do you deliver during weekends and holidays?
Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your parcel on working days only.
I just received an email saying that my item has been shipped. When will I receive my order?
Shipping time will depend where it is being shipped to.
How can I know exact date and time of the delivery?
We are unable to provide you with an exact time and date of delivery. Delivery times are influenced by product availability, your shipping destination and the courier partner's time-to-deliver in your location.
How can I cancel my order after ordering?
If you would like to cancel your order, please contact us to let us know. If your order has already been dispatched, you unfortunately will not be able to be refunded the postage fee if applicable.
Can I change items from my order after order has been processed?
If you would like to change your order after ordering, please contact us to let us know. We will only be able to adjust your order before the order is shipped. Additional postage fees may apply.
I received the wrong item, what should I do?
If the item you received is not what you originally ordered, we are happy to exchange the items for you. Please notify us immediately at 02-9878-1100. To assure prompt return resolution, please pack the item in its original package and with the receipt.
I received damaged/ defective item, what should I do?
We apologize that your order was not received in its rightful condition. We understand your frustration concerning the state of your order upon its arrival. Enagic Australia makes every effort to adequately pack your shipments to ensure the protection of the contents of your shipment.
Please contact our Customer Service at 02-9878-1100 for assistance with your damaged order.
