FREQUENTLY ASKED QUESTIONS

This FAQ page provides guidance on our products, their correct use, and important safety information. It forms part of our documented customer guidance and should be read alongside our product descriptions, disclaimers, and Terms and Conditions.

Products and Filtration

Q: Is your water filter safe to use in a flood emergency?

A: Our water filters are designed to reduce specific contaminants in freshwater sources as listed in each product's specifications. In a flood emergency, water may contain a wide range of contaminants including sewage, chemicals, and biological hazards that a standard 0.1 micron filter does not remove. We strongly recommend following all water safety advice issued by your state or territory health authority during a flood event. If authorities advise against drinking local water, always follow that advice regardless of what filtration equipment you have available. Our filters are preparedness aids — they do not override official emergency water safety directives.

Q: What water sources can I use with the ClearX Pro™?

A: The ClearX Pro™ is designed for use with freshwater sources including rivers, creeks, lakes, dams, and collected rainwater. It is not designed for use with saltwater, chemically contaminated water, industrial runoff, or water affected by heavy metal contamination. Always refer to the product specifications for full suitability guidance before use.

Q: What does the ClearX Pro™ filter — and what doesn't it filter?

A: The ClearX Pro™ uses a 0.1 micron hollow-fibre membrane that filters 99.9999% of waterborne bacteria, 99.999% of parasites, and 99.999% of microplastics. It also filters sediment, turbidity, organic matter, blue-green algae, and ash particles. It does NOT remove dissolved chemicals, heavy metals, viruses smaller than 0.1 microns, salts, or radiation. It is not a substitute for professionally treated water in all circumstances.

Q: How long does the ClearX Pro™ filter last?

A: The ClearX Pro™ has a rated capacity of 1,500 litres (approximately 400 gallons). Filter performance may degrade once this capacity is reached. Monitor your usage and replace the filter within its rated capacity. There is no use-by date under recommended storage conditions — store in a cool, dry location away from direct sunlight, extreme heat, and freezing temperatures.

Q: Can I tell if the filter is working by how clear the water looks?

A: No — and this is an important point. Visually clear water does not mean the water is free from bacteria, parasites, or other contaminants. The filter works by physically blocking contaminants at a microscopic level. Clear appearance indicates sediment and turbidity have been removed, but it cannot be used as an indicator that all harmful contaminants have been eliminated. Always use the filter as directed and follow official water safety guidance during emergencies.

Q: Are your products certified to Australian standards?

A: Where products carry certifications or meet specific standards, this is stated in the product listing as provided by the manufacturer. Certification information is provided in good faith based on manufacturer documentation. For critical applications, we recommend verifying certifications directly with the manufacturer. Standby Supply Co. does not independently test or certify products.

Food Storage and Emergency Supplies

Q: How long does emergency food last?

A: Shelf life varies by product and is stated in each product listing. Shelf life is based on manufacturer specifications under recommended storage conditions — cool, dry, and away from direct sunlight and heat sources. Once opened, consume according to the instructions on the packaging. We recommend regularly checking and rotating your emergency food supply and replacing items before their expiry date.

Q: How should I store emergency supplies?

A: Store all emergency supplies in a cool, dry location away from direct sunlight, extreme heat, and freezing temperatures. Avoid areas subject to flooding, moisture, or extreme temperature fluctuations. Food items and consumables should be stored in sealed containers where possible. Check expiry dates regularly and rotate stock before items expire. For water filtration products specifically, do not allow filters to freeze as this may damage the hollow-fibre membrane.

Q: Can I use your products if I have dietary allergies?

A: Allergen and nutritional information is provided in each product listing as supplied by the manufacturer. If you have serious allergies or specific dietary requirements, please review the full product specifications carefully before purchasing. We recommend contacting the manufacturer directly for detailed allergen information on any product you are unsure about. Standby Supply Co. does not provide dietary or medical advice.

Emergency Preparedness

Q: What should I do in an actual emergency?

A: Your safety is always the priority. Always follow the instructions of emergency services, police, the State Emergency Service (SES), and relevant government authorities. Do not rely solely on any product or kit as your emergency response plan. We recommend preparing a household emergency plan, knowing your local evacuation routes, and registering with your local council's emergency notification system. Useful Australian resources include: www.australia.gov.au/prepare, your state SES website, and the Australian Red Cross Emergency+ app.

Q: How do I build an emergency kit for my family?

A: A basic household emergency kit should cover your family's needs for at least 72 hours. Key items include: water (4 litres per person per day, or a water filtration solution), non-perishable food, a first aid kit, torch and batteries, a battery-powered or hand-crank radio, copies of important documents, medications, cash, and warm clothing. Your specific needs will vary based on your location, household size, and the types of emergencies most likely in your area. Consult your local council's emergency management plan for region-specific guidance.

Q: Are your products suitable for all types of emergencies?

A: Our products are general purpose emergency preparedness aids. They may not contain all items required for every emergency scenario, geographic location, or household. You are responsible for assessing whether our products meet your individual preparedness needs and supplementing them as required. We recommend consulting your local council's emergency management plan and the Australian Government's preparedness resources at www.australia.gov.au/prepare.

Orders, Shipping, and Returns

Q: How long does shipping take?

A: Orders are processed within 1-3 business days. Most orders arrive within 4-10 business days of dispatch. Delivery timeframes are estimates only and are not guaranteed. We are not responsible for delays caused by third-party carriers, customs authorities, or events beyond our reasonable control.

Q: Can I return a product if I change my mind?

A: Yes — we offer a 30-day change-of-mind return policy. Products must be returned in their original, unused condition and packaging. Return shipping costs are the responsibility of the customer for change-of-mind returns. Refunds are issued to the original payment method within 5-10 business days of receiving the returned item. For returns and refunds related to product defects or ACL guarantees, contact us at support@standbysupplyco.com.

Q: My order arrived with items missing — what should I do?

A: Some orders, particularly kits and bundles, may be dispatched in more than one consignment and arrive separately. If items are still missing after all expected consignments have been delivered, please contact us at support@standbysupplyco.com within 7 days of the final delivery, quoting your order number.

Q: What is your warranty?

A: We offer a 30-day satisfaction guarantee and a 12-month warranty against manufacturing defects on all products. This warranty covers defects in materials and workmanship under normal use and recommended storage conditions. It does not cover damage from misuse, modification, use outside product specifications, or improper storage. To make a warranty claim, contact support@standbysupplyco.com with your order number and a description of the issue. Our warranty is provided in addition to your rights under the Australian Consumer Law.

Contact

Q: How can I contact Standby Supply Co.?

A: You can reach us at support@standbysupplyco.com. We aim to respond to all enquiries within 24 hours on business days. For urgent matters related to product safety, please mark your email as URGENT in the subject line.