Frequently Asked Questions

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Please email us at resumes@watermark-designs.com, call us at 718-257-2800, or fax us at 718-257-2144.

You may search for the dealer nearest you by using our Dealer Locator.

Please email us at info@watermark-designs.com, call us at 718-257-2800, or fax us at 718-257-2144.

Simply search Watermark Designs Online Catalog by Collection, Product Category or by using the Search box at the top of the page to find products by Keyword or specific Model #.

When you find the specific product model you were looking for, product information including instruction/installation sheets are available for download.

If you don't see the installation instructions for download please contact out knowledgeable customer service team and we will be happy to send them to you.

Simply search Watermark Designs Online Catalog by Collection, Product Category or by using the Search box at the top of the page to find products by Keyword or specific Model #.

When you find the specific product model you were looking for, product information including Product Specifications are available for download.

If you don't see the Specifications for download please contact out knowledgeable customer service team and we will be happy to send them to you.

Not all handle trims are shown with every possible configuration of our products even though they are available. To see all of our handle trims, visit our Handle Trims Page or Faucet Designer.

Not all finishes are shown with every possible configuration of our products even though they are available. To see all of our finishes, visit our Finishes Page.

All of Watermark's finishes have a protective coating or can easily be restored to its original state. The only exception to this rule is uncoated polished brass (natural brass) and aged brass which will naturally age with use and cannot be restored. Watermark uses a natural nickel and does not lacquer its nickel finishes. These finishes may oxidize in time. If one of these finishes begins to look yellowish or orange, the finish can be restored using a soft cloth and a chrome cleaner. Watermark can also offer custom living finishes at special requests. Please contact your our customer service team for additional information.

The entire Watermark Catalog can be viewed via this website on our Products section. Here there are also links to the printed version of our catalogue. To request your own printed copy of our catalogue, email us at . Please note that there will be a charge for this.

Pressure balance showers

As the name suggests, pressure balance valves operate by sensing the pressure ratio of the hot and cold water coming from the pipes rather than the actual water temperature.

A pressure balance shower control consists of one handle that controls both the volume and the temperature of the water. (A two-handled pressure balance shower has one handle for hot and one for cold.)

A major advantage of pressure balance over thermostatic is the price; pressure balance showers are more cost-efficient.

The downside to pressure balance: though the price is better, you’ll get what you pay for. With pressure balance, you have fewer options for your shower (a pressure balance valve will not allow you to use more than one function, like an overhead shower head and a handheld shower or body spray, simultaneously), and because it cannot sense temperature, the scald-proof factor is lower than it is in thermostatic systems.

Thermostatic showers

A thermostatic shower also does just what its name implies: keeps the temperature stable. Thermostatic valves sense water temperature and mixes the hot and cold to deliver the perfect temperature.

Because you can control two shower components – the volume (or water pressure) and the temperature – thermostatic showers have two handles.

One handle determines the water temperature and can be set to your ideal temperature at all times while you use the second handle to turn the shower on and off. Once you find that temperature, you won’t have to find it again every time you shower!

Thermostatic showers have the advantage of being safer for children and the elderly, who are especially at risk of shower scalds, thanks to their “set it and forget it” property. They’re also better for the lazy (or extremely busy) among us who don’t want to spend time fiddling with the controls to get the perfect water temperature.

We recommend that all of our products for the same space be ordered at the same time to ensure a perfect match as all items will be ran through finishing at the same time. Due to the hand made nature of our finishing, some variance may be expected. Some finishes are also shipped with a protective wax which may slightly alter the appearance of the finish depending on how much of the protective wax is applied and when it was applied. One can apply our Faucet Wax Plus on all items with a soft microfiber cloth to help even out the finishes. Additionally some items may fade quicker than others due to more frequent use or contact with water. Again, applying our Faucet Wax Plus can help maintain and prevent the finishes from fading over time.

See replacement parts FAQ below.

We suggest soaking your showerhead in a 50/50 solution of white vinegar and water for one hour. White vinegar will facilitate the break down of mineral deposits and sediment build-up.

Nickel finishes may oxidize over time. These finishes do not utilize protective coatings in order to allow the natural beauty of the metal to show through. In case of oxidization, apply a small amount of mild metal polish to a soft rag and rub through.

Gold and copper finishes may fade over time. To restore the shine of these finishes, spray a small mount of lemon scented furniture polish to a soft rag and rub through.

Do not use cleaners that contain abrasives, harsh chemicals, alcohol, or other organic solvents. Avoid using any cleansers or pads/sponges that are unsafe for polished metallic surfaces. Most green, fibrous pads/sponges contain microscopic mineral particles that can scratch a faucet's finish. Cleaner manufacturers may change their formulations at any time; therefore, Watermark does not recommend any specific cleaner. Immediately after cleaning your faucet, wash off remaining cleaner with water. To remove water spots, use warm water and a soft, damp cloth. Hard water stains can be removed with a 50/50 solution of white vinegar and water, followed by rinsing with water. To preserve the luster of your faucet, occasionally apply a high quality non-abrasive wax, such as Flitz Faucet Wax +.

Refer to the stem alignment kit installation instructions.

In most cases, yes. But if you're changing finishes, (i.e. from chrome to brass), you'll probably want to change the drain assembly to match your new faucet finish.

All of our lavatory valves use standard size threaded valve bodies of 3". There are no extensions for these valves. We do offer custom nipple (shank) lengths for all of our spouts that must be ordered at the time the faucet is ordered. Custom size nipples (shanks) may not be ordered after the spout is ordered as the nipples are pressure tested for quality insurance. All spout nipples (shanks) are at least 1 1/2 " long.

Teflon® tape is an effective pipe sealant. Plumber's putty and silicone are used to form a water tight seal between the sink and the faucet and between the sink and the drain. We recommend using a non-corrosive 100% silicone and strongly discourage the use of Plumber's Putty as it will void all warranties. Plumber's Putty contains an acid that can eat through certain protective coatings. No other sealant is acceptable.

In general, leaks are often caused by a scratched or torn cartridge, o-ring, or grommet. This can occur from many reasons such as hard water, debris or sediment left in plumbing lines, over tightening, and others. Typically, a washer repair kit or replacement cartridge will correct this type of leak.

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There are three ways you may obtain replacement parts. One way is through a local Watermark Dealer. A second way is by calling our Customer Services Center at 1-800-84-BRASS Monday through Friday 9:00 am to 5:00 pm (Eastern Time). A third way is to use our Parts Store and order the parts you need any time of day.

Watermark uses only the highest quality components made out of solid brass. All Watermark parts are machined or casted to the highest standards and tightest tolerances. Watermark valve bodies will only accept Watermark cartridges and Watermark handles are broached to work only with Watermark stems. Failure to use Watermark parts will void all warranties.

Stocked items will ship within 48 hours and ship via UPS Ground Service. If you need your part to arrive sooner, we do offer expedited shipping.

We carry many parts for discontinued models; however, there are exceptions. To determine if we have the part you need, we will ask you to provide the age of your faucet, model #, a photo, and proof of purchase.

You can expect to be asked the following questions: What is your faucet's model number? Can you provide proof of purchase? What is the age of your faucet? What is the problem you are experiencing and has any work been done to correct it? Please be near your faucet when you contact us as we may need to ask further questions or recommend a resolution. Being able to send us photos can also help us quickly identify your product.

Exact model numbers can be found on your box and on your packing sheet. You may also browse through our Inspirations and Products pages to find your product.

Watermark Designs
350 Dewitt Avenue
Brooklyn, New York 11207, USA

All items must be returned within 30 days of receipt. Unused merchandise must be in a saleable, unused condition and in its original packaging - including packing slip. A minimum 30% restocking fee may apply. Shipping and handling costs will not be refunded.

Below is summary of WATERMARK DESIGNS’ product guarantees, warranties, commercial policies, cancellation and returns policies, pricing, shipment, and payment terms. The summary outlines the conditions under which warranties are valid, exclusions, and the responsibilities of the purchaser and installer. Full details of our current policies, which we may update periodically, are available via the WATERMARK DESIGNS website (www.watermark-designs.com).

Limited Lifetime Warranty

WATERMARK DESIGNS offers a limited lifetime warranty on most of its products to the original owner of the residential property in which the product(s) were first installed. This warranty covers defects in material and workmanship for the lifetime of the owner and is non-transferable. However, product parts made of crystal, glass, porcelain, stone, wood, and certain handles are excluded. Finishes on pop-up assemblies and drains are also excluded. For products to remain eligible for coverage under the warranty, proper installation practices must have been followed, including thorough flushing of lines before installation and the use of in-line filters or softened water to prevent damage. The warranty is void if the product is altered, misused, neglected, cleaned improperly, installed outdoors, or repaired with inappropriate replacement parts. Use of lead-based acidic adhesives or premature installation before construction completion will also void the warranty.

Warranty Details

• Finish Warranty: Uncoated polished brass, aged brass, and living finishes are excluded from finish warranties as they naturally change over time, especially in marine or coastal environments. Copper and gold finishes have a five-year warranty from the date of purchase.

• Valve Warranty: Ceramic disc valves for lavatory faucets, tub/showers, and Roman tubs are warranted for the duration of home ownership. Other valves have a two-year warranty. Instant hot water tanks carry a three-year limited warranty.

• Exclusions: Damage from alteration, misuse, improper cleaning, mineral buildup, corrosion from saline or corrosive exposure, outdoor use, natural disasters, or negligence are not covered. Labor charges related to uninstalling or reinstalling are excluded.

• Warranty Scope: The warranty covers replacement of defective parts but excludes labor and other expenses. The warranty is exclusive and replaces all other warranties.

• Please see Watermark Designs’ website for full warranty terms and conditions.

Commercial Warranty

For industrial, commercial, or business use, including rental properties, the warranty conditions are the same as residential but limited to one year for finishes, cartridges, and mechanical components. Implied warranties such as merchantability and fitness for a particular purpose are disclaimed for commercial purchasers.

Cancellation Policy

Orders must be canceled within 48 hours of purchase order issuance to avoid a minimum 25% restocking fee. Cancellations after shipment incur at least a 30% restocking fee. Custom component products are non-cancellable.

Returns Policy

• Returns require a written Return Goods Authorization (RGA) and must be in original condition within 30 days of the RGA date.

• Products and packaging must be in perfect condition to avoid refusal of credit or restocking fees up to 100%.

• Shipping costs for returns are the dealer’s responsibility.

• Returns after six months are not accepted.

• Restocking fees vary between 30-50% for all eligible returns

• Used toilet brush sets are not accepted for return due to hygiene.

• Bespoke, custom, or special orders are final and non-returnable unless a verified manufacturing defect exists.

• Roman tub roughs are not sent ahead to prevent installation errors unless a waiver form is signed.

Pricing Policy

• Products combining components from multiple series are priced based on the highest-priced series.

• Products with mixed finishes are priced according to the highest-priced finish group and follow the longest lead time.

Shipment Policy

• Freight is free on regular priced shipments of $1500 or more to one location, excluding display and specially quoted orders.

• Freight collects or third-party shipments incur a $5 handling charge per shipment.

• Expedited orders incur a 25% fee, with lead times varying by finish and customization. Expediting fees are charged only if the quoted lead time is met.

• Rush orders require a separate “Expediting Fee” line item on the purchase order.

• Cancelled orders with expediting fees are subject to a 35% restocking fee

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