Common Problems and Suggestions

First,Product basic information category

Q1：What are our main products?

A: Including kitchen faucet (common type/pull-out/sensor/in-wall), basin faucet (common type/pull-out/sensor/in-wall), shower head set (open installation, concealed installation)/toilet (common/intelligent).

Q2: What is the starting lot size? Is it also factory price when I buy 1?

A: Yes, 1 can enjoy factory direct price, no MOQ limit, retail, wholesale are applicable.

Q3: What is the MOQ for logo customization and box customization?

A: Logo customization starts from 200pcs (laser), box customization starts from 2000pcs (support size and design customization), please contact customer service for details.

Q4: What is the material of the product? Is it durable?

A: The main body material is brass (faucet), 304 stainless steel (some accessories) or zinc alloy (some accessories), the surface of the multi-layer plating treatment, rust and corrosion resistance.

Q5：What accessories are included in the shower head set?

A：Standard set contains shower head, handheld spray gun, lift rod, hose, shower body, some high-end models contain thermostatic valve triangle valve or pressurization function.

Q6：What is the flushing method of the toilet? Is it water-saving?

A: Mainstream siphon flushing, some models support 3/6L double button water-saving design, flushing rate of more than 99%.

Q7：What is the starting quantity of faucet (basin/kitchen/pull-out)? What is the material?

A: Starting lot of 1 can enjoy the factory price, support 304 stainless steel, copper alloy material, ceramic valve core life of 500,000 times switch. The pull-out faucet telescopic tube is made of explosion-proof hose, high temperature resistant and anti-aging.

Second, quality and testing category

Q8: How to ensure product quality? Is there any testing standard?

A：All products have passed ISO9001 certification, factory by water pressure test (1.6MPa), salt spray test (48 hours without rust), support quality inspection report request.

Q9：Will the faucet surface rust?

A: The main body is made of brass + multi-layer plating (chrome/nickel plating), it will not rust within 5 years under normal use; if it is in contact with acidic liquid for a long time, it is recommended to wipe it with a soft cloth regularly.

Q10：Will the water outlet hole of the showerhead be clogged?

A: It is designed with silicone water outlet hole, supporting manual descaling, and it is recommended to clean it regularly by soaking it in white vinegar in areas with hard water.

Q11: What should I do if the showerhead outlet is clogged and the water flow becomes small?

A: Soak the shower head in white vinegar for 30 minutes and clean it with a soft brush. If it is a serious limescale area, it is recommended to add a pre-filter and provide free replacement of silicone spout service.

Q12: Is the glazed surface of the toilet smooth? Will it hang dirt?

A: The glaze thickness of the inner wall is ≥0.8mm, fired by 1280℃ high temperature, the surface is smooth and not easy to hang dirt, with siphon flushing can reduce the residue.

Q13：What is the warranty period of the toilet? What are the core components made of?

A: The whole series of warranty 5 years, ceramic body by 1300 ℃ high temperature firing, glaze nano antibacterial rate of 99.9%. The flushing system adopts double-pressurized water pump, water-saving certification of single flush ≤ 3.5L.

Q14： How to solve the problem of automatic flushing of intelligent toilet at night?

A: Check the radar sensor sensitivity setting, or turn off the “off-seat sensor” function. If it is due to circuit failure, provide remote guidance or send a replacement motherboard (free of charge during the warranty period).

Third,Installation and use of class

Q15: Do I need a professional master for installation? Does it provide installation guidance?

A: The product comes with detailed installation instructions and video tutorials, ordinary users can install by themselves; complex scenarios (such as old room remodeling) recommended to contact the local master, support for the global door-to-door installation service (need to make an appointment).

Q16: Is the interface size of the faucet universal?

A: Standard G1/2 interface (4-point interface), suitable for China, Britain, the United States, Japan, Australia and other countries mainstream plumbing, when purchasing, you can note the need for special interfaces (such as G3/4 suitable for the United States, some European countries, Southeast Asian countries, etc… G3/8 suitable for Germany, Japan, etc…).

Q17：How durable is the hose of pull-out faucet? How many times can it be stretched?

A: The hose is stainless steel braided tube, load bearing ≥ 5kg, stretch life of more than 100,000 times, not easy to break under normal use.

Q18：Does the water pressure of the showerhead have requirements? Can it be used with low water pressure?

A: Conventional models are suitable for 0.1-0.6MPa water pressure, low water pressure areas are recommended to buy pressurized models (with a booster pump, need to buy extra).

Q19：How to measure the pit distance of toilet? What should I do if I buy the wrong one?

A: Pit distance is the distance from the wall to the center of the drain, commonly 300mm/400mm; before ordering, you can provide measurement charts, customer service to help recommend the appropriate model.

Q20: How to deal with the missing accessories during installation?

A: Provide emergency kit of accessories (including universal screws, seals, etc.), and at the same time, we will send the missing accessories within 48 hours and compensate the 5 USD coupon.

Q21: How can I adjust the direction of water outlet after installing the faucet?

A: Use Allen wrench to adjust the angle of water outlet, or remote guide by video. If it is a design defect, support no reason to exchange within 30 days.

Fourth,After-sales and warranty category

Q22：What will KotoMax do if the product leaks? How long is the warranty?

A: Warranty period of 5 years (main parts), water leakage problems, please contact customer service at the first time, respond within 24 hours, non-human damage free replacement parts or the whole machine.

Q23： How can buyers deal with water leakage after using the faucet?

A: 90% water leakage due to loose spool or aging seal. You can tighten the spool screws or replace the seal ring (free shipping accessories). If you still can’t solve the problem, we will arrange repair within 48 hours.

Q24：How to check the heating failure of Smart Toilet seat?

A: First check the power connection, then reset the temperature control module via App. If the heating wire is faulty, provide free replacement of the seat (within the warranty period).

Q25: The water coming out from the top spray of the shower is not strong enough, what are the possible reasons?

A: If the water pressure is lower than 0.1MPa, you need to install a booster pump or replace the booster shower head (free adapter provided).

Q26: What does the warranty cover? In what cases is there no warranty?

A: Warranty scope: material defects, workmanship problems caused by water leakage, rust, functional failure; non-warranty scope: man-made damage, improper installation, overdue use, force majeure factors.

Q27: Is the rust problem covered by the warranty?

A: Non-human damage plating off or rust (due to material or plating process caused by rust) within 5 years free of charge for new; due to the environment (such as high humidity) or improper use (such as failure to dry in a timely manner) caused by rust, paid maintenance can be provided.

Q28: What is the after-sales process? Do I need to send back the product?

A: First take photos/video feedback problems, after determination: small parts (such as spools, hoses) free replacement; machine problems need to be sent back to the test (shipping costs borne by us), to confirm the problem after the replacement.

Q29：How to deal with the customer’s request to return the product due to “wrong model”, but the product has no quality problem?

A: We provide “15 days no reason to exchange” (must be well-packed), and bear the one-way shipping cost. If the customer insists on returning the product, 15% depreciation fee will be charged (except for customized products).

Q30: How to repair after the warranty period?

A：Provide lifelong paid maintenance service, accessories supplied at cost price, please contact after-sales for quotation.

Fifth,Customization and cooperation category

Q31: What kind of documents do I need to provide for logo customization? How long is the cycle time?

A: You need to provide logo files in AI/CDR format, delivery within 15-45 days after confirming the design (refer to the quantity), the first customization need to prepay 30% of the proofing fee (can be offset against the purchase price).

Q32：Can I print my own brand on the customized boxes?

A: Starting from 2000 pieces, we support color box and corrugated box customization, can print brand name, LOGO, product parameters, the design needs to be confirmed by both parties, the production cycle starts from 20 days (refer to the number of products).

Q33: I would like to customize the instruction manual for faucet, shower head set or smart toilet in our national language, can I customize it?

Of course you can, we customize the instruction manual according to the content you provide. The starting quantity is from 5000 pcs. Different languages for different countries are available, subject to your requirements.

Q34：What are the requirements for joining as an agent? What are the supports?

A: Agent threshold: 0 joining fee: agents only need to pay the first batch of payment (such as 50,000 U.S. dollars), you can get the exclusive right to represent the region. Support policies: tiered agency system, price control and profit-sharing system, brand image and exhibition subsidy support, brand marketing, e-commerce channel support policies, after-sales and inventory protection. For details, please consult the investment manager.

Q35: What is the return and exchange policy for agents?

A: Lagging products can apply for 30% inventory exchange (need to be well-packed), 100% free replacement of faulty products during the warranty period, logistics costs borne by the brand.

Q36: Does it support one-piece delivery? Is it suitable for e-commerce sellers?

A：Support one piece on behalf of the sender, when you place an order, note “on behalf of the sender” can be, the package can not be placed in any brand information, suitable for Amazon, AliExpress, Bigo,

Cdiscount, Depop, eBay, Etsy, Facebook, Filmart, FolliCuccioli, Instagram, Joom, JD.id, Lazada, LoveyDovey, Pinduoduo,

Shein, Shopee, Shopify,

Temu, TikTok, TikTok Shop, Taobao, Wish, Wonder, YouTube and many more platform sellers not mentioned.

sixth,Logistics and Payment Category

Q37: What are the payment methods? Do you support credit card?

A：Support 100% full payment (credit card/PayPal), or 30% deposit + 70% final payment (paid before shipment), deposit to lock the inventory after the order, the balance support public transfer.

Q38: How long does it take to ship after payment? What is the logistics timeframe?

A: Regular orders are shipped within 48 hours (in stock), customized orders need to be based on the production cycle (15 days for logo customization, 30 days for box customization); logistics default Chunghwa/Shunfeng, 3-7 days delivery nationwide, plus 1-2 days for remote areas.

Q39：How to calculate the shipping cost? Is it free shipping?

A: Free shipping for retail orders over 500 RMB (except for remote areas), shipping costs for wholesale orders are negotiable; the system automatically calculates the shipping cost when placing an order, and you can contact customer service to modify it.

Q40：Can I specify the logistics?

A：Support the designated logistics (need to communicate in advance), the freight charges are settled according to the actual generation, remote areas are recommended to send a special line logistics to reduce costs.

Q41：How to handle cross-border orders? Does it support export?

A：Support cross-border e-commerce orders, can be sent to DHL/UPS and other international logistics, provide neutral packaging and customs clearance documents, tariffs borne by the buyer (specific to the communication shall prevail), for details, consult customer service.

Seventh,Product details category (faucet)

Q42：What is the difference between pull-out faucet and normal model?

A: The pull-out type with stretchable hose (length 60-100cm) supports multi-angle rinsing (such as kitchen sink, basin dead center), and the ordinary model with fixed water outlet is suitable for scenes with less space.

Q43：Does the kitchen faucet have anti-splash function?

A: Standard with bubbler, soft water without splashing, water saving rate of 30%, removable design for easy maintenance.

Q44: Is the height of basin faucet suitable for under-counter basin?

A：Provide a variety of height options (15-30cm), note “undercounter basin” when ordering, customer service recommended models to avoid splashing.

Q45：Whether the handle of the faucet is rotating or lifting type?

A：Mainstream for 360 ° rotary ceramic cartridge, support for hot and cold water adjustment, some high-end models for induction (waving hand that is open), need batteries / power supply.

Q46：What kind of faucet is suitable for children’s room?

A: Recommended thermostatic models (anti-scalding) or cartoon modeling models, handle resistance is moderate, to avoid children mistakenly operate the water temperature is too high.

Eighth,Product detail category (shower head)

Q47: What are the water dispensing modes of the shower head?

A: Common modes: rain shower mode, massage mode, mixed mode, high-end models support 5-6 mode switching to meet different bathing needs.

Q478: What is the use of handheld spray gun?

A: Used for flushing bathroom floor, toilet dead end, pet bathing, etc., with 1.5m hose, flexible and convenient, part of the set contains pressurized spray gun.

Q49：Can the height of the lifting lever be adjusted?

A：Support 10-30cm height adjustment, suitable for users of different heights (recommended installation height: the top of the shower head is 2-2.2 meters from the ground).

Q50：How does the thermostatic shower work? Is it suitable for the elderly?

A：Built-in thermostatic valve core, the water temperature is stable at 38 ℃ ± 2 ℃, to avoid hot and cold, suitable for the elderly and children to use, need to ensure that the water pressure difference ≤ 0.1MPa.

Q51：Will the shower hose be knotted?

A: Using double-button stainless steel hose, anti-tangling design, stretching can be automatically reset to reduce the knotting trouble.

Ninth,Product detail category (toilet)

Q52: Is the toilet one-piece type or split type?

A: The main push one-piece type (beautiful and easy to clean), part of the economy for the split type, the order can be noted demand.

Q53：Is the toilet lid slow-fall? What material is it made of?

A: Standard PP slow-fall cover (mute closure), high-end models for the urea-formaldehyde resin cover (wear-resistant and yellowing-resistant), support for quick-release design, easy to clean.

Q54：What kind of toilet is suitable for small house?

A: Recommended short toilet (length ≤ 65cm) or wall row type (space-saving), provide the bathroom size before ordering, customer service to help recommend.

Q55：What is the load capacity of the toilet?

A: Static load-bearing ≥ 400kg, using one-piece ceramic molding, solid structure, suitable for long-term use.

Q56：Can the smart toilet seat be adapted to your toilet?

A：Universal toilet cover interface (V type/U type), most of the intelligent toilet cover can be adapted, before purchasing, please measure the distance between the toilet holes (the distance between the two installation holes is 12-22cm).

Tenth,Other Frequently Asked Questions

Q57: Can I get samples before placing a bulk order?

A: Sample purchase (at retail price) is supported, sample fee is refundable for orders over USD3000, sample shipment time limit is the same as retail orders.

Q58: Are there any manuals for the products?

A: Each product comes with a multi-language manual (including Chinese/English), scan the code to view the electronic version of the video tutorial, the operation steps are clear and easy to understand.

Q59: What should I do when I receive the goods and find them damaged?

A: Please open the box before signing for inspection, damaged parts of the photo feedback, free replacement within 24 hours, logistics damage by our responsibility.

Q60：：Returns need to meet what conditions?

A: 7 days no reason to return (unopened, does not affect the second sale), the quality of the return shipping costs borne by us, non-quality issues need to be borne by the buyer of the shipping costs.

Q61：Does the price fluctuate? Is there any discount for long-term cooperation?

A: Factory price is stable, bulk orders (≥ 100) can apply for step discounts, long-term cooperation customers enjoy annual rebates, specific policies consult the business manager.

Q62：Are there any matching angle valves and hoses for sale?

A: There are a full range of accessories available (angle valves, hoses, seals, etc.), can be ordered with the main product, accessories enjoy factory wholesale prices.

Q63：Does the voltage/standard of exported products meet foreign requirements?

A: Intelligent models need to confirm the voltage (220V at home, 110V abroad need to be customized), ordinary models without power supply design, in line with the EU CE, UPC and other U.S. certifications, support for export customization.

Q64：How to check the order logistics information?

A: Real-time tracking on the platform after the order is placed, you can track the real-time progress on the official website of the corresponding logistics company or contact us.

Q65：When is the customer service time?

A：7×24 hours online service, urgent questions can call the 24-hour hotline, response within 1 hour.

Eleventh,In-depth Q&A category (for high-frequency pain points)

Q66：Why is the faucet leaking after installation?

A: Possible causes: ① sealing ring is not installed in place; ② water pipe interface wrapped around the raw material tape is not enough (need to wrap 15-20 turns). Solution: Close the main water valve, reinstall the sealing ring or make up the raw material tape, still leakage, please contact the after-sales service for free replacement.

Q67：What should I do if the main position of faucet leaks and the main position of shower leaks?

A：It may be a spool problem. Do not rule out the transportation process due to the long distance and the courier did not take lightly, violence caused by the disposal. All of our products in the factory before all will test the water to ensure that each faucet and shower will not leak before entering the packaging area to pack and ship. If, in case there is a leakage problem. Please contact us for a new one to you free of charge.

Q68：Why is the handle of the shower head very tight to turn and hard to twist? Why the digital display screen can’t show?

A：May be due to the installation before the first drainage to the wall pipe sand stones cleaned off, resulting in sand or small stones rushed into the engine inside the blockage and stuck, so can not turn. First of all, we would like to advise buyers to turn on the water inside the wall pipe before installing the shower to let it clean out the sand and stones to avoid the above problem. If it has already happened, we can only replace the shower body with a new one for the customer. Of course, this situation is rare, once the engine is blocked, the digital display screen will not show up. This is not a product problem, but should be avoided during installation.

Q69：How to solve the problem of small water discharge from the showerhead?

A：May be due to limescale clogging the water outlet holes, use a plastic bag with white vinegar wrapped shower head (soaked for 2 hours), or use a fine needle to unclog the silicone holes, regular cleaning can be prevented.

Q70：Why does the shower head leak?

A: The top spray should be placed squarely after installation. Can not be installed crooked. Our shower head is a one-touch quick water stop, unless after installation the shower head is not set correctly, tilted to drip down. If the water still drips after the installation, please contact us for a new one.

Q71：What should I do if the toilet flushes loudly?

A：Check whether the sealing ring of the drain valve is aging, or the water level of the tank is too high. Solution: Replace the sealing ring, adjust the water level to the standard of the manual (generally 5cm from the top of the tank).

Q72：Can I choose the position of customized logo?

A：Support faucet handle, shower bracket, toilet lid and other locations for customization, need to communicate in advance to design solutions to ensure that it does not affect the function of the product.

Q73：Will the warranty period be recalculated if the parts are replaced during the warranty period?

A: The warranty period of the new parts replaced is the same as the remaining warranty period of the original product (no recalculation), to ensure service continuity.