Frequently asked questions

Have some questions? we're here to help

Store FAQs

How do I contact Balance?

You can email us at [email protected]

What forms of payment do you accept?

Visa, Mastercard, Amex and Paypal

When will my credit card be charged?

Your credit card will be charged immediately upon completion of your order. If you choose to take out a subscription, you will be charged every month on the same date.

How do you ship and what is the cost?

Our products ship via land and it costs $6 per box (max. $30) to anywhere in Australia for one-time purchases or a free shipping rate for regular monthly subscriptions

How long will it take my order to ship?

We typically process orders within 1-3 business days. Once shipped, orders typically take 3 –6 business days. We don’t offer express shipping at this time. We also do not ship to the Northern Territory or regional Western Australia.

Do you ship internationally?

At this time, we are currently unable to ship outside of Australia. However, you can order Balance water through Amazon and Taldepot in the US.

Can you ship to a PO Box address?

Unfortunately, we do not ship to PO Boxes at this time.

Will I receive tracking information for my order?

Yes, all online orders receive an email notification that contains a tracking number for your order after your order ships.

What is your return policy?

Unfortunately, we don’t accept returns of product. If your order was damaged in-transit, or if you’ve received the wrong Balance order, please reach out to our customer service team immediately by emailing [email protected]

How do I cancel or edit my one-time order?

Please send us an email at [email protected] immediately

What do I do if I have issues with my order?

Please contact [email protected] with any questions or issues with your online order and a team member will get back to you promptly.

What if I'm not at home?

We use an ‘Authority to Leave’ service so that you don’t have to be home to receive the delivery. However once delivered to your door, we can no longer be responsible for the parcel.

Product FAQ

What is Balance?

Balance is refreshing spring water infused with wildflowers which have been sustainably handpicked in some of the most remote parts of Australia. Just the right amount of is added so as not to give a flavour, keeping it soft and easy to drink.

Where can I buy Balance water?

To find Balance at a store near you, check out our store locator page.


You can find us nationally in Australia at Coles and Woolworths as well as selected Woolworths Petrol. You can also purchase us online and on Amazon and Kemeny’s.


You can order our product through Taldepot and Amazon.

Is Balance water Kosher and Gluten Free?

Yes to both.

What is the Ph Level of Balance water?

Our pH levels are neutral

Does Balance water come in glass bottles?

Balance water does not come in glass bottles. We bottle our water at the source locally in NSW in high-grade PET bottles, as that is currently the optimal packaging that protects the quality of our water, ensures product safety with no breakages of glass, and minimises the environmental impact (lightweight, lower emission during transport and less waste).

What is the shelf life of Balance water?

Balance water is best consumed with two years. The ‘best before’ date can be found on the bottles above the label.

Who do I contact for Distribution?

You can reach us at [email protected]