FAQs
Straight answers to help you choose, use and get the most from your ONTAP.
FAQ
Orders & Shipping
How long will my order take to be dispatched?
Our standard dispatch timeframes are within 24hrs of receiving your order. These may extend to 2-3 business days after public holidays. We choose Auspost as our preferred carrier, you can find up-to-date shipping timeshere
Do you ship internationally?
Yes — we currently ship to Australia, New Zealand, the United States, Canada, the United Kingdom, Germany, France, Switzerland and the United Arab Emirates. International shipping rates are calculated at checkout based on destination, order weight and carrier rates. As a general guide, delivery takes 5–13 business days for New Zealand, Europe and the rest of the world, and 3–10 business days for North America. All duties and taxes on international orders are paid by ONTAP Products under DDP shipping terms — no surprise charges on delivery.
How can I track my order?
Once your order has shipped, you'll receive a notification with your tracking details. We use Australia Post as our preferred carrier — you can track your parcel directly on the AusPost website.
Can I ship to a P.O. Box?
Some carriers have limitations around shipping to P.O. Boxes and we cannot guarantee P.O. Box delivery, so please provide a fixed address as an alternative.
What does shipping insurance cover?
If shipping insurance is selected at checkout, your order is insured against loss or damage while in transit. Coverage ends once the order is marked as delivered. Claims must be submitted within 7 days of the expected delivery date with supporting documentation such as photos and tracking information.
Do you have any store pick-up locations?
We have stockists located in most states. To view an updated list of stockists, please visit the stockist tab on our website.
Using Your ONTAP
Can I pour hot water into the ONTAP?
Yes, you can pour hot water up to 50 degrees Celsius into the ONTAP Jerry can. If using boiling water from a kettle, we suggest adding cold water first and then gradually mixing in the hot water until the desired temperature is reached.
Is it possible to use or store the ONTAP on its side?
The ONTAP ROAM can be used and stored on its side due to its one-way breather valve. While you can store the ONTAP Original on its side, we recommend keeping the unit upright when in use. This is because the breather valve needs to be slightly open to allow air in as the water is pumped out.
Is the ONTAP food-grade?
All components of the ONTAP ROAM are made from food grade materials. The contents inside the ONTAP Original Jerry can are food-safe. However, please note that the coiled hose on the outside is not food-grade, so we do not recommend drinking directly from the unit.
Does the water flow turn off when the hand piece is released?
The ONTAP ROAM has a diaphragm switch to automatically turn on/off when the hose trigger is released. The ONTAP Original does not have a pressure switch built in — the water flow will shut off when the hand trigger is released, however you will need to switch the pump off after the final use as the pump will continue to run even with the trigger off. This was a design choice to maximise water capacity for your adventures.
Will the ONTAP Jerry cans fit into a standard Jerry can holder?
Yes, the ONTAP Jerry cans are designed to fit into most standard 20L Jerry can holders. We recommend verifying the product dimensions to ensure compatibility (W17.9cm x L34.8cm x H46.0cm).
Parts & Servicing
If there is an issue with the pump, is it replaceable?
Yes, if there is an issue with the pump, all parts can be serviced and replaced at our workshop in Sydney.
Do you offer replacement parts for sale?
Yes, we offer replaceable parts for purchase on our website. You can find power cords and spare 10-amp fuses available for sale.
Do you sell additional ONTAP ROAM Tanks?
Yes, we do sell additional tanks to enable you to increase water capacity for those longer trips.
Returns & Refunds
What is your return policy?
We have a 30-day return policy for Australian orders — you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it, unused, with tags, and in its original packaging, along with your receipt or proof of purchase. International returns are also accepted, however the customer is required to cover the return shipping costs.
How do I start a return?
Contact us at support@ontapproducts.com.au to start a return. If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
What if my item arrives damaged or incorrect?
Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you've received the wrong item, so we can evaluate the issue and make it right.
Can I exchange an item?
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Are any items non-returnable?
Unfortunately, we cannot accept returns on sale items or gift cards.
When will I receive my refund?
We'll notify you once we've received and inspected your return. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process the refund. If more than 15 business days have passed since your return was approved, contact us at support@ontapproducts.com.au.
Warranty
What warranty do ONTAP products come with?
All stocked ONTAP products are covered by a 24-month warranty covering materials and workmanship against defect for two years from the date of purchase.
What does the warranty cover?
Under normal usage conditions, the warranty covers any defect in design or manufacture which results in the product failing to perform substantially as described. We will either repair or replace the product at our discretion. The warranty does not cover shipping costs of replacement, wear and tear (cracks, tears, abrasion), damage from misuse or abuse, damage from road hazards or incorrect storage while driving off-road, damage from use with liquids other than fresh water, or damage from use in high temperatures.
How do I make a warranty claim?
Email our team at support@ontapproducts.com.au with your proof of purchase and details of the issue, and we'll take it from there.
ONTAP ROAM™ FAQ
How long will a tank last from full to empty?
A full tank will depend on the hose setting selected, however you will get over 6 minutes of consistent pressure on the shower setting.
Can you remove the hose from the unit?
Yes you can! The hose is detachable via a quick connector that is stop valved to ensure it's completely water tight when disconnected.
Is the ONTAP ROAM food-grade?
Yes, the ROAM is made from food grade materials.
How does the ONTAP ROAM maintain consistent pressure?
A built-in pump and 3200mah lithium-ion battery keeps water ready, pressurised, and easy to use.
What’s the difference between ONTAP ROAM and ONTAP Original?
Compared to the Original Black Edition, ROAM delivers higher pressure, interchangeable modular design, battery power, and swappable modular tanks for more flexibility on the go.
Is the water heated?
You can easily enjoy heated water with ROAM™! The water system heats water using solar energy, so simply allow the sun to heat it up, and enjoy a warm shower after a day outdoors.
Will the ONTAP Insulate cover fit the ONTAP ROAM?
The current insulated cover will not fit the ROAM perfectly, as it is designed specifically for the ONTAP Original.
ONTAP ORIGINAL FAQ
How long will a full tank last from full to empty?
A full tank will depend on the hose setting selected, however you will get up to 5 minutes of consistent pressure on the shower setting.
Is the ONTAP shower easy to use?
Yes! Simply fill the canister, let it heat up in the sun if you prefer warm water, plug into your car or battery via a 12v plug and flick the switch to activate the pressurised water flow. Perfect for rinsing off after a day of adventure.
Is the ONTAP Original food-grade?
The contents inside the Ontap Jerry can are food-safe. However, please note that the coiled hose on the outside is not food-grade, so we do not recommend drinking directly from the unit.
What is the ONTAP Portable Camping Shower?
The ONTAP Portable Camping Shower is a rugged and convenient solution for outdoor enthusiasts. It offers up to 5 minutes of consistent pressure, heating up to 42 degrees with solar energy, and is perfect for camping, surfing, and 4WD adventures.
How does the portable shower maintain consistent pressure?
Our shower maintains consistent pressure through a specially designed pump that ensures a steady flow from full to empty, providing a reliable wash every time.
Will the ONTAP Jerry cans fit into a standard Jerry can holder?
Yes, the Ontap Jerry cans are designed to fit into most standard 20L Jerry can holders. We recommend verifying the product dimensions to ensure compatibility (W17.9cm x L34.8cm x H46.0cm)
Is it possible to use or store the ONTAP on its side?
While it is possible to store the Ontap on its side, we recommend keeping the unit upright when in use. This is because the breather valve needs to be slightly open to allow air in as the water is pumped out.
Does the water flow turn off when the hand piece is released?
The pumps used do not have a pressure switch built in, the water flow will shut off when the hand trigger is released however you will need to switch the pump off after the final use as the pump will continue to run even with the trigger off. This was a design choice to maximise water capacity for your adventures.
What makes ONTAP products different from others?
Our products are Australian-made, ensuring durability and quality. The portable shower also heats water using solar energy, providing a warm shower after a day outdoors.
Our standard dispatch timeframes are within 24hrs of receiving your order. These may extend to 2-3 business days after public holidays. We choose Auspost as our preferred carrier, you can find up-to-date shipping times here
We have stockists located in most states. To view an updated list of stockists, please visit the stockist tab on our website. Additionally, our warehouse is situated in Mona Vale, where pickups can be arranged by appointment only via email.
Yes, you can pour hot water up to 50 degrees Celsius into the Ontap Jerry can. If using boiling water from a kettle, we suggest adding cold water first and then gradually mixing in the hot water until the desired temperature is reached.
Yes, the Ontap Jerry cans are designed to fit into most standard 20L Jerry can holders. We recommend verifying the product dimensions to ensure compatibility (W17.9cm x L34.8cm x H46.0cm)
While it is possible to store the Ontap on its side, we recommend keeping the unit upright when in use. This is because the breather valve needs to be slightly open to allow air in as the water is pumped out.
The contents inside the Ontap Jerry can are food-safe. However, please note that the coiled hose on the outside is not food-grade, so we do not recommend drinking directly from the unit.
Yes, if there is an issue with the pump, all parts can be serviced and replaced at our workshop in Sydney.
Yes, we offer replaceable parts for purchase on our website. You can find power cords and spare 10-amp fuses available for sale.
The pumps used do not have a pressure switch built in, the water flow will shut off when the hand trigger is released however you will need to switch the pump off after the final use as the pump will continue to run even with the trigger off. This was a design choice to maximise water capacity for your adventures.
No, all our Jerry cans are sold as complete units and include the pump.