FAQ's

Q:
What is the lead time to receive my product?
A:
Depends on the product you have ordered. Please refer to the list below:
- Valves: 24 to 48 hours shipping
- E-Series products: 72 hours shipping
- Designer Series products - Ava, Edo, Klassica and Lear lavatory and shower units in Polished Chrome & Satin Nickel: 72 hours shipping
- Designer Series products - All other collections in Standard & Premier finishes (PC, PN, SN, SC, RB): 7 to 10 business day shipping
- Designer Series products in Custom & Precious Metal Finishes: 3 to 4 weeks shipping
Q:
Why is the finish deteriorating on my faucet's spout, handles and aerator?
A:
Normally, finish deterioration is due to years of wear and tear, abuse or chemical attack. There is no repair once the finish is damaged, however you can replace many common faucet parts where the finish deterioration is most noticeable.
Q:
Can I remove water restrictions in showerheads or aerators?
A:
Plumbing codes require our faucets to meet a certain flow rate depending on the model. Removing the water restrictors or aerator would cause our faucets to no longer meet this code. If you are noticing decreased water pressure or a poor quality flow rate, you may have debris in your aerator or showerheads.
Q:
Why does my tub/shower faucet have low water pressure?
A:
Low water pressure is normally the result of debris in the water supplies, the valve, the tub spout or showerhead.
Q:
Why does my water pressure and/or water temperature change when I'm taking a shower and water is called for elsewhere in the house "Dishwaher, Washing Machine or Toilet"?
A:
Multiple usage of water in your house causes fluctuations in water pressure. If, while showering your water temperature changes substantially and pressure drops when water is called for elsewhere in the house, your faucet is not equipped with a pressure balance device. Under certain circumstances, this could present a safety hazard. While no faucet manufacturer can compensate for the water pressure fluctuation. Santec offers pressure balance devices for your shower/tub.
Q:
Why is water leaking through my lavatory spout when the water is turned off?
A:
We use ceramic disc cartridges for our lavatory valves. The ceramics can easily be scratched if valves are not flushed properly. You may try the following:

1. Be sure to shut water off below sink at angle stop.
 
2. Remove cartridge from valve body by using an adjustable wrench and turning it to the left. Flush the cartridge under running water to clear any sediment or debris that may be caught in between discs.

3. Flush out valve body by slowly turning the water back on from below the sink at the angle stop for about 30-45 seconds. This will clear the valve body from any debris that may have settled in the lines.

4. Turn water off from below the sink at the angle stop and reinsert cartridge with an adjustable wrench by turning it to the right.

5. Slowly turn water back on from below at the angle stop.

6. Test by turning the water on and off a couple of times to be sure leak is contained.

7. If water continues to leak, replace cartridge.
Q:
What is a thermostatic valve?
A:
A thermostatic valve measures the temperature of the water and maintains that temperature as long as you have hot water going to it with no fluctuation in temperature.
Q:
What are stop valves (also known as shut-off valves and volume controls) used for?
A:
A stop valve is a valve that turns the water on and off. Starting at the "off" position, you can steadily increase water flow through to the "full on" position.
Q:
What does a diverter valve do?
A:
A diverter valve directs the flow of water. It cannot turn water off or on. A diverter valve would be used to select between your tub, showerhead, body sprays, hand shower, etc.
Q:
What is a pressure balance valve?
A:
Pressure balance valves automatically adjust to compensate for changes in temperature due to water pressure fluctuations, such as when a toilet is flushed.When the balance between cold and hot water flowing out of the showerhead changes, the valve adjusts to maintain the desired temperature at +/- 3 degrees. It prevents hot water scalding or cold-water shock due to pressure fluctuations.
Q:
How high do you position showerheads or body sprays?
A:
Showerheads should be at least 12 inches higher than the tallest person in the household. Body sprays are "usually" in groups of three. Ideally, one should be positioned to hit you in the shoulder area, one at the thigh area, and one at the lower back area.
Q:
Why does my bidet leak from both the rim flush and the douche spritzer at the same time?
A:
The diverter/vacuum breaker is intentionally designed to function this way in order to keep the bowl fresh and clean.  It's called a dual operation mode. While the douche spray is functioning, the rim flush will run to some degree to flush waste down the drain so as not to become stagnate and vice versa.
Q:
Why do I seem to not have enough pressure coming up through the spritzer?
A:
This is brought upon by a possible lack of water pressure. It can easily be remedied by sending your customer a special spritzer insert that can simply be exchanged out in the field.
Q:
Why does my designer cartridge stem spin 360 degrees without stopping.
A:
The designer valve comes with a temperature limit stop and a mechanical stop factory installed on end of the cartridge stem. 
1 stops the handle from going to far to the right and the other controls how far it goes to the left. If they were removed and not re-installed the cartridge gears could strip out causing the stem to spin 360 degrees without stopping.
Q:
Who can I call if I need help while I'm installing my faucet?
A:
Call us at 1-310-542-0063 Monday through Friday 6:30 a.m. to 5 p.m. PT or email us.
Q:
What is a LIFETIME LIMITED WARRANTY?
A:
With LIFETIME LIMITED WARRANTY, Replacement is limited to the industry standard lifetime of a particular product not the lifetime of the owner.