FAQ

PAYMENT

What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Maestro, JCB etc.

How secure is my online order?
Bostingner is committed to protecting your personal information and providing a secure online experience. We use industry standard encryption and password protection technologies with SSL (Secure Socket Layer). Sensitive information including any type of payment information is not stored on our servers.

ORDERING

What if I typed the wrong information?
Please contact us so we can change the right information.

Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Please note that any orders that have already been packed or shipped cannot be cancelled. Once orders are shipped we cannot make changes to delivery address, or make any product changes.

How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.

Can I change my shipping address after placing an order?
Please be advised that in very small instances, we can change your shipping address within the next 3-4 hours of your order. However, any long than that, your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department will have the package on hold.

Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

SHIPPING

How do you ship packages?
Packages from our warehouse will be shipped by UPS/FedEx/DHL/DEPX/USPS.

Do you ship worldwide?
Yes. We can ship to over 200 countries around the world. However, there is some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

What about customs?
All customs fees are pre-paid by us.

How long does shipping take?
Most products will be shipped from US warehouses, and a small number of products will be shipped from China warehouses. The handling time is usually 1-3 business days, and the transit time is generally 5-15 business days.

The transit time depends on the location of the shipment.

• If we ship products from a US warehouse, it will generally be delivered within 5 business days.
• If we ship products from China warehouse, it will usually be delivered within 15 business days.

Shipment delays may occur if the shipment requires customs clearance or inspection in your country, or if there are transportation delays caused by the carrier service.

Do you provide tracking information?
Yes, you will receive an email once your order ships that contain your tracking information. Please enter your tracking number on this page to receive information about the status of your order (https://bostingner.com/pages/track-your-order). If you haven’t received tracking info within 5 days, please contact us.

My tracking says “NO INFORMATION AVAILABLE AT THE MOMENT”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

PRODUCTS

What about the warranty?
All Signature Products come with an industry-leading Limited Lifetime Warranty. For more details, please stop by our Warranty Policy.

What is the return and exchange policy?
Your satisfaction is our number one priority. For returns, please contact us within 15 days of your purchase. More details please visit our Return & Exchange Policy.

How do I install and use my products?
Detailed installation instructions are included in each box. Or visit our User Guide page, there are some user manuals and video installation guide for your reference. You can also contact our customer support for help.

What certifications do Signature Products have?
Signature Products are made to the highest international standards. All products are PB / Lead Free,NSF and CEC/Watersense certified for plumbing standards, safety.

Where is the product manufactured?
We have global manufacturing and assembly including the US. Each item is unique. If you have a question about a specific item, please contact us. All of our products are backed by our Lifetime Limited Warranty for peace of mind.

What if the product I received is defective or missing accessories?
Please send us your order number, product model and specific problems (preferably with pictures and videos so that we can better understand the problems) by email. Once we get your mail, we will give you a perfect solution as soon as possible.

COMMON AFTER-SALES PROBLEMS

I.Pre-embedded Body Problems

Customer pre-buried body deep will lead to several problems:
1.The product can not be used normally, the water distribution wheel and handle position can not be normally connected to the valve body and water distributor.
2.Some customers have problems with the use, the amount of water is small, because the handle problem, if the valve body is buried deep, the handle switch position will touch the panel, so the product can not be opened to maximize the amount of water will also cause the problem of water is too small!

Customer pre-buried product body shallow
There are two common solutions:
1.Product reprocessing, disassemble the main body, re-embedded.
2.Customized panels, pre-buried shallow distance in 1cm or so can be pre-buried with this panel or customized. The charge is 30 dollars.

What if the product is pre-buried deep?
There are two common solutions:
1.Need to customize extended accessories or re-pre-buried.
2.Need to provide with the total length of the part.
It can customize extende accessories if the pre-buried depth is 0-3cm, our customization is 7-15 days. If the depth more than 3cm, this size can only be re-embedded, each tooth is 10 U.S. dollars. (limited to SBS03F and 19008 two series)

II.Push Button Problems

Strange sound of the buttons during the use of the product
It may be that the button is not completely fitted with the panel, so the button can not be completely pressed down, it maintain half-open and half-close.
Solution: Adjust the prodrution of the buttons on the valve body, the distance between button and the finished tile surface should be at least 0.3cm.

Button Stuck
It may be that the valve panel is not vertical to the wall.
Solution: Make the valve panel vertical to the wall, or make the button on the valve body higher.

III.Cold and Hot Water Problems

The hot and cold water is not uniform or the water is overheated or too cold
The reason for this may be that the pressure difference between the cold water pressure and the hot water pressure is too large, resulting in unstable operation of the valve core. Or the water heater and solar energy cause a large difference in water pressure!
Solution:

1. 1The valve body with regulating valve can adjust the water inlet pressure;
2. If the water temperature is low, adjust the cold water intake, and if the water temperature is too high, adjust the hot water intake. The built-in check valve body directly adjusts the hot and cold water pressure in the water inlet pipe.
3. The handwheel logo of constant temperature products should be consistent with the valve core logo. (Otherwise, there will be a problem of out-of-control temperature regulation).

The cold and hot water is not coming out correctly, no matter how you adjust it, it is the same temperature.

1. Check the water heater switch and hot water temperature setting, if it is too low, please adjust it to the desired hot water temperature.
2. Check whether the pipeline installation sequence is wrong, and the instructions are for reference.
3. Check whether the hot and cold water inlet pipes are blocked and try to adjust the water pressure of the hot and cold water to achieve a balance between the hot and cold water supply pressure.
4. If none of the above methods work, the spool may be damaged and the spool needs to be replaced. Please provide our detailed address and phone number so that we can send you the new spool.
5. The handwheel of the thermostatic spool and the positioning of the spool should be in one-to-one correspondence.

IV.Valve Issues

Valve leakage

1. Please take photo to check where is the leakage occurs, the inlet outlet or the valve core.
2. Inlet/Outlet leakage: The inlet and outlet are not connected properly, please disassemble the inlet/outlet water pipe, clean the PTFE tape, rape the inlet/outlet again and install back.
3. Valve core leakage: The valve core might be blocked by the sand in pipe which are not flushed before the installation, please try to remove the valve core and clean it, install again to check if it is fine.
4. The valve core, brass sheath and press cover are not tighten properly, the valve ring falling off and lead to the valve base leakage, valve core need to be replaced.
5. 30~60s water dripping is normal due to the residual water in the pipe.
6. Still fail to solve the leakage according to above actions, please double check the receiving address and phone number, we would arrange to ship the replacement valve core.

Valve waterway problem

1. Insufficient water pressure in the waterway.
2. The waterway is blocked-clean the waterway.
3. The waterway isn’t connected properly.

Solutions:

1. Purchase a booster pump to enhance the water pressure.
2. Adjust the regulating valve to enhance the flow rate(New models turn clockwise for larger counterclockwise for smaller; old models turn clockwise for smaller counterclockwise for larger; 19008 and SBS turn clockwise for smaller counterclockwise for larger.
3. To check if the waterway is blocked or connected properly.

Shower valve problem
The water pipes are connected correctly while still no water out, it might be the problem of the shower valve.
Solutions:

1. Turn off the hot cold inlet regulating valve to test if water comes out properly.
2. Turn off and turn on the hot and cold regulating valve, then turn on the handle or the knob diverter to make sure the water is supplied to hand shower, top shower and body jets through the valve, the hot or cold water comes out properly.

Valve core issue
Common problem about the valve core is the missing of the valve core O ring, which would lead to the water leakage or causing air noise, etc.
Solution: Send replacement accessories.

Valve couldn’t be closed fully, or water still comes out when the valve is closed.

1. The valve core might be blocked by the sand in pipe which are not flushed before the installation.
2. Please try to remove the valve core and clean it, install again to check if it is fine.
3. 30~60s water dripping is normal due to the residual water in the pipe.
4. Still fail to solve the issue, please provide the order number, receiving address and phone number, we would arrange to ship the replacement valve core.

Ceramic valve core VS brass valve core, which one is better?
Ceramic valve core is with high hardness, high precision, high stability, wile the brass valve core would be prone to rust.

V.Spray and Shower Water Problems

The cold water and hot water pipes feed water normally, but the top spray or handheld cannot dispense water normally.

1. the product in the installation process to confirm the installation of normal piping, unscrew the top spray or handheld, to see if there is water.
2. If the normal water is the top spray and handheld filter clogging, cleaning can be.
3. If there is no water, there may be raw material with clogged spool and distributor problem, need to disassemble and clean or replace the spool and distributor.

After using the product for a period of time, the amount of water becomes small.
In the process of long-term use of the product, encountering bad water quality areas, the product spool and pipeline will produce a lot of scale and fine sand blocking the built-in check valve and valve body and product inlet, resulting in a reduction in the amount of water!
Solution:

1. You need to disassemble the product inlet filter to clean, if not resolved!
2. After cleaning, if not resolved, then you need to disassemble the valve body spool, clean the spool, remove the gutter.

Strange noise in pipes after stopping use?

1. It is recommended to add a check valve.
2. Install water hammer in the water inlet pipe, recommended to buy on Amazon $20/pc.

Common problems of shower seat

1. Shower pipe fittings are fitted backwards, re-adjust the direction;
2. Shower seat screws are loose, resulting in the inability to support the shower seat, our company reissued accessories.

Product accessories are missing or the colour of the accessories is not consistent.
Contact us by email and provide the product picture and order number. We will create an order for the replacement of accessories.

VI. Cup washer leakage problem

There may be leakage of water in the following cases:

1. The cup washer is not suitable for the problem, the flywheel products are assembled incorrectly.
2. If the cup washer can not be closed automatically and leakage, it may be the aging of the rubber ring or the spindle rubber ring stuck sand.

Solution: need to re-issue a replacement to the customer.

 

NEED HELP? CONTACT US sale@bostingner.com.