FAQ
Questions? Answers here.
Common questions about shipping, returns, warranty and care. Can't find it? Send us a message.
ShippingWhere do you ship?
We ship across Taiwan, including outlying islands. Internationally we ship to Hong Kong, Japan, Korea and Singapore.
ShippingHow much is shipping? Is there free shipping?
Within Taiwan shipping is NT$60, free over NT$800.
International shipping is a flat NT$500 to Hong Kong and NT$700 to Japan, Korea and Singapore. There is no free-shipping threshold on international orders.
International shipping is a flat NT$500 to Hong Kong and NT$700 to Japan, Korea and Singapore. There is no free-shipping threshold on international orders.
ShippingHow long until my order ships and arrives?
Orders ship within 7 business days of payment (excluding weekends and public holidays). For pre-orders, the estimated ship date shown on the product page applies.
Delivery is by courier. Outside remote areas it usually arrives 1–3 business days after dispatch. We generally do not deliver on weekends or public holidays.
Delivery is by courier. Outside remote areas it usually arrives 1–3 business days after dispatch. We generally do not deliver on weekends or public holidays.
ReturnsCan I return an item? How long is the return window?
Under Taiwan's Consumer Protection Act, purchases made outside a physical store have a 7-day inspection period.
That period is for inspecting the item, not using it. Pet products are hygiene items that come into direct contact with animals, so once opened or used they cannot be returned or exchanged.
If your item arrives with a manufacturing fault, damage, or packaging damaged in transit, please contact us as soon as possible and we will arrange a return or exchange.
Returned items must be unused and complete, including all accessories, gifts and the invoice. Items damaged or heavily used by the customer (scratches, stains) cannot be accepted.
That period is for inspecting the item, not using it. Pet products are hygiene items that come into direct contact with animals, so once opened or used they cannot be returned or exchanged.
If your item arrives with a manufacturing fault, damage, or packaging damaged in transit, please contact us as soon as possible and we will arrange a return or exchange.
Returned items must be unused and complete, including all accessories, gifts and the invoice. Items damaged or heavily used by the customer (scratches, stains) cannot be accepted.
ReturnsCan engraved items (name tags, foldable bowls) be returned?
Engraved name tags and foldable bowls are made to your specification after ordering. As they cannot be resold to anyone else, they are not eligible for return or exchange.
ReturnsWho pays return shipping?
Orders within Taiwan:
• If the item is faulty or damaged through no fault of yours, we cover return shipping.
• For change-of-mind returns, you cover the cost of sending it back.
International orders (Hong Kong, Japan, Korea, Singapore):
• Because international logistics costs are high, we cannot accept returns of non-faulty items.
• If your item is faulty or damaged in transit, contact us with photos within 7 days of delivery and we will arrange an exchange or refund. Return shipping from overseas is at your own cost.
• If the item is faulty or damaged through no fault of yours, we cover return shipping.
• For change-of-mind returns, you cover the cost of sending it back.
International orders (Hong Kong, Japan, Korea, Singapore):
• Because international logistics costs are high, we cannot accept returns of non-faulty items.
• If your item is faulty or damaged in transit, contact us with photos within 7 days of delivery and we will arrange an exchange or refund. Return shipping from overseas is at your own cost.
Warranty & repairHow long is the warranty?
Only the pet water fountain carries a one-year manufacturer warranty from the date of purchase. Other products (ceramic bowls, RoLock bowls, foldable bowls, diffusers, accessories) are not covered.
Consumables such as filters and filter sponges are excluded. If a part fails within the warranty period we replace the unit rather than repair it.
Consumables such as filters and filter sponges are excluded. If a part fails within the warranty period we replace the unit rather than repair it.
Warranty & repairHow do I send something in for service?
If the fountain stops working properly, contact us first — we will help you troubleshoot.
If it needs to come back for inspection, we cover shipping both ways within the warranty period. Outside warranty, each side covers one leg.
After inspection, faults under warranty are replaced with a new unit at no charge. Outside warranty, if you decide not to replace it, an inspection fee of NT$300 applies.
This product is replaced rather than repaired at component level.
If it needs to come back for inspection, we cover shipping both ways within the warranty period. Outside warranty, each side covers one leg.
After inspection, faults under warranty are replaced with a new unit at no charge. Outside warranty, if you decide not to replace it, an inspection fee of NT$300 applies.
This product is replaced rather than repaired at component level.
Product & specsIs the fountain's pump noisy?
It is very quiet. The pump sits below the waterline and the double-walled tank lets water run down the wall rather than splash. Measured at about 30dB, most people barely hear it in a bedroom at night.
Product & specsDoes the UVC run all the time? Is it safe?
The UVC-LED runs on a 3-hours-on, 1-hour-off cycle, about 18 hours of exposure a day. SGS testing showed 99% bacterial reduction, which keeps biofilm and odour down. The base is wirelessly powered and keeps water and electricity apart, so there are no wires in the water. A low-water warning and auto shut-off prevent dry running.
Product & specsDoes the new pump fit an older fountain?
The specifications are compatible, so it will work with your existing fountain.
Product & specsIf it's wireless, why does it still need power?
What is wireless is the pump, not the whole unit. On most fountains the pump cable sits inside the tank, which is awkward to clean and a worry for leakage. We made the pump wireless and kept it separate from the water, so cleaning is much easier. The base itself still needs to be plugged in.
Product & specsThe orange light stays on — how do I clear it?
A steady orange light is the filter-change reminder, timed to one month by default. After changing the filter, press and hold for 5 seconds to reset it and the light returns to normal.
Product & specsCan I add dental water?
We don't recommend it. The filter removes substances from the water, which may reduce the effect of dental additives.
Product & specsThe area under the UVC has yellowed — is that normal?
That is normal. UVC is short-wavelength, high-energy light, so plastic parts change colour. The ABS we use has been life-tested: it yellows but does not become brittle. Only the plastic behind the pump that holds the sponge is exposed; the tank and other parts are unaffected.
Care & cleaningHow often should I clean the fountain, and how?
Once a week is a good rhythm. Everything is rounded with no hidden corners and comes apart in about three seconds, so every part can be rinsed properly — as straightforward as washing a cup.
Care & cleaningThere's white scale on the ceramic tray — what should I do?
For everyday cleaning use a soft sponge or cloth with a neutral detergent, so the ceramic coating isn't scratched.
For heavier scale, soak in citric acid to break it down first, then wipe with a soft sponge.
Please don't use melamine sponges, hard scourers or steel wool.
For heavier scale, soak in citric acid to break it down first, then wipe with a soft sponge.
Please don't use melamine sponges, hard scourers or steel wool.
Care & cleaningHow often do I change the filter and sponges, and where do I buy them?
Change the filter, filter sponge and pump sponge every 30 days to keep the water clean and the pump healthy. Genuine filters use Purolite resin from the UK with coconut-shell activated carbon, sold as a six-month pack (6 units, NT$680) or a one-year pack (12 units, NT$1,200) in our online store. There is only one filter specification and it fits every model. With no case and no clips, it is easier to clean than comparable filters.
Care & cleaningHow do I use the diffuser, and how long does a bottle last?
Add about three drops of oil a day onto the volcanic stone inside the bottle. A 10ml bottle of concentrate lasts up to six months. The ingredients are natural and safe to use in a home shared with pets. Two woody scents are available: sandalwood and vine.
Care & cleaningDo the ceramic bowls hold onto food smells?
No. The black ceramic slow feeder is ceramic throughout, so it doesn't absorb odours and is durable and easy to clean. The ridged surface slows eating down and encourages chewing, while the inward-curving rim keeps food from being pushed out.
Care & cleaningAre the ceramic bowls microwave and dishwasher safe?
Yes. The black ceramic bowl is high-fired, so the bowl itself is dishwasher safe and can be microwaved.
The metal stand must not be heated — remove it first.
The metal stand must not be heated — remove it first.
Care & cleaningHow many days can the water go without changing?
It depends how many pets you have. In a pet training studio, with three or four cats and dogs drinking daily, the water stayed in good condition for three to four days. UVC greatly limits bacterial growth and lightens the daily cleaning load, but we still recommend changing the water often and giving it a quick rinse.
Care & cleaningWhat is the black powder in the tray?
It is carbon dust rinsing out of the filter. It can appear when a filter is new and does not continue. Soak a new filter for 5–10 minutes and rinse it before use. We use coconut-shell activated carbon, a food-grade material made entirely from coconut husk.
Care & cleaningWhy is there oil inside the pump?
That is SK food-grade lubricant used to protect the inside of the pump; it meets food-grade standards. When you first use the fountain, let the pump run for a while and then pour the water away — that clears the residue.
ContactHow do I contact you, and how do I send my engraving text?
Message us on Instagram @themattte or on our Facebook page, Mattte. After ordering an engraved name tag or foldable bowl, send us your engraving text and order number by Instagram or Facebook message and we'll make it up for you.
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