Frequently asked questions

For custom-made products, the total lead-time from order placement to door-to-door delivery is approximately 12-15 weeks.

Once the order is confirmed, we will first ship the rough-in parts in 3 days to avoid delaying wall and electrical construction. If you have also ordered the XA or XM thermostat, the corresponding back boxes will also be sent ahead of time. In addition, we will provide a positioning template to help you locate the rough-in parts and hardware wires.

All colors displayed on our official catalogue and website are available for direct selection. If you need a custom color not listed in standard options, please consult our pre-sales team for feasibility confirmation.Shipping fees will be charged for sample delivery.

We provide physical color samples to help clients confirm color effects. Shipping fees will be charged for sample delivery.

You can find the latest product catalogs in the resource section on our official website.

Please consult our showroom staff for specific discount information, and you may visit our showroom to inquire about better offers.

Please first check whether the towel warmer is powered on and whether the indicator light is on normally. For models with a thermostat, check the working status of the thermostat, such as whether it is flashing or steadily lit. You may troubleshoot some issues by referring to the user manual. If the product still has actual heating problems after checking, please contact our after-sales support by phone or email for further diagnosis and solutions.

Please refer to our official warranty terms for detailed coverage information.

Two official channels are available for after-sales applications: 1. Send detailed service requests to our official customer service email box; 2. Submit after-sales demands through our offline authorized retail stores.