Help & FAQs
Order
Can I cancel my order?
Please contact us via Live Chat, or email us at support@horow.com. We may be able to cancel the order. If the order has begun processing, we are unable to cancel the order. The normal return policy procedure would need to be initiated.
l received my order but received the wrong item/defective item. What should I do?
Please contact us via Live Chat, or email us at support@horow.com. Please be ready to provide your order number and a brief description of the issue. A representative will help to resolve the problem.
How will I know if my order is confirmed? I did not receive an orderconfirmation email, only a PayPal confirmation email.
If you did not receive an order confirmation email from HOROW, please contact us immediately to confirm the order was received. You may contact us via email at support@horow.com, or by Live Chat. A representative will assist with your order, you will need to provide your PayPal email address and PayPal transaction ID (It's a 17-character string made up of both letters and numbers).
Shipping
How long does it usually take to ship?
We will ship within one business day.
How long will it take to get my orders?
Deliveries are estimated within 5-7 days across the USA. However, the deliveries may take slightly longer In remote areas or facing various delivery uncontrollable factors (i.e. logistics issues, weather, traffic conditions,national holidays, high volume season, etc).
Can I change my shipping address?
Please contact us immediately via email at support@horow.com for any changes regarding the delivery address. Changes to shipping address may not be possible if the order has begun to process. A customer support representative may be able to provide further information.
Products
What is the difference between PP seat and UF seat?
What are the differences between the smart toilet series?
Return /Refund & Warranty
What is the return policy?
HOROW gladly accepts returns within 30 days of delivery. If you are not 100% satisfied with your order, you have 30 days from the time of delivery to request a return. Returns will only be accepted if the item(s) are UNINSTALL and in the original packaging. We are responsible for return shipping costs for products with quality problems.
How to Exchange?
First e-mail us at support@horow.com and let us know your order number. Explain why you want to exchange and exchange what. Our customer service team will look into the case once we receive your email, then offer you some solutions.
The item must also be in the original packaging and the receipt must be issued back to us. Please note that you only can exchange for the same product and not another product of different price value.
When will I receive my refund?
Upon receipt of the returned item(s) a full refund will be issued back to the original payment method. An email notification will be sent with the refund information. Please be assured that the refund will normally be completed within 7 bussiness days.
Do you offer a warranty policy?
HOROW is happy to provide up to 1-year of warranty from the day the order is placed. Warranty claims can be made for any manufacturing or material defects for items purchased directly from horowbath.com. You may be asked to provide photos of the damages to assure the best resolution is provided. To request a warranty claim, please contact our customer support team at support@horow.com.
