常見問題FAQ
有任何疑問，這裡有答案Questions? Answers here.
關於運送、退換貨、保固與日常保養的常見問題。找不到答案？歡迎私訊我們。Common questions about shipping, returns, warranty, and care. Can't find it? Send us a message.
運送你們寄送到哪些地區?Where do you ship?
台灣本島與離島皆可配送。海外可寄送香港、日本、韓國、新加坡。We ship across Taiwan (main island and outlying islands). International shipping covers Hong Kong, plus Asian regions including Japan, Korea, and Singapore.
運送運費怎麼算?有免運門檻嗎?How is shipping calculated? Is there free shipping?
國內(台灣)運費60元，消費滿800元可免運。
海外運費:香港500元;日本、韓國、新加坡700元。海外訂單無免運門檻。Domestic (Taiwan) free-shipping threshold is being finalized. International shipping is calculated by EMS weight tiers and shown at checkout based on cart weight.
海外運費:香港500元;日本、韓國、新加坡700元。海外訂單無免運門檻。Domestic (Taiwan) free-shipping threshold is being finalized. International shipping is calculated by EMS weight tiers and shown at checkout based on cart weight.
運送下單後多久出貨?要等多久收到?How long until my order ships and arrives?
完成付款後7個工作天內出貨(不含六、日及國定假日);預購商品則依賣場標示預計出貨日為主。
配送方式:宅配。非偏遠地區一般自簽收日起算約1-3個工作天內送達,週六、日與國定假日原則上不配送。Orders ship within 7 business days of payment (excluding weekends and national holidays); for pre-order items, the estimated ship date shown on the product page applies. Delivery is by courier. For non-remote areas, delivery typically takes 1–3 business days counted from the sign-for date; we generally don't deliver on weekends or national holidays.
配送方式:宅配。非偏遠地區一般自簽收日起算約1-3個工作天內送達,週六、日與國定假日原則上不配送。Orders ship within 7 business days of payment (excluding weekends and national holidays); for pre-order items, the estimated ship date shown on the product page applies. Delivery is by courier. For non-remote areas, delivery typically takes 1–3 business days counted from the sign-for date; we generally don't deliver on weekends or national holidays.
退換貨可以退貨嗎?鑑賞期多久?Can I return an item? What's the return window?
依消保法規定,非實體門市消費者享有7天鑑賞期。
惟鑑賞期係供您『檢視』而非『使用』商品,且寵物用品屬接觸性衛生用品;為避免交叉感染並維持商品可二次銷售之全新狀態,商品一經拆封、使用即不接受退換貨。
若收到商品有非人為因素之瑕疵、損壞,或運送導致包裝不完整,請盡速聯繫客服,我們會為您安排退換貨。
退貨商品須保持全新狀態且包裝完整(含所有配件、贈品、發票);若因人為損毀或過度使用(如刮傷、污損),恕不接受退換貨。Under Taiwan's Consumer Protection Act, customers buying outside a physical store have a 7-day inspection period. However, this period is for inspecting — not using — the product. As pet items are contact hygiene products, to prevent cross-contamination and keep the item in resalable, as-new condition, products that have been opened or used cannot be returned or exchanged. If you receive an item with a non-human-caused defect or damage, or with damaged packaging from transit, please contact us promptly and we'll arrange a return or exchange. Returned items must be in as-new condition with complete packaging (including all accessories, gifts, and the invoice); items damaged by misuse or excessive use (e.g. scratches, soiling) cannot be returned.
惟鑑賞期係供您『檢視』而非『使用』商品,且寵物用品屬接觸性衛生用品;為避免交叉感染並維持商品可二次銷售之全新狀態,商品一經拆封、使用即不接受退換貨。
若收到商品有非人為因素之瑕疵、損壞,或運送導致包裝不完整,請盡速聯繫客服,我們會為您安排退換貨。
退貨商品須保持全新狀態且包裝完整(含所有配件、贈品、發票);若因人為損毀或過度使用(如刮傷、污損),恕不接受退換貨。Under Taiwan's Consumer Protection Act, customers buying outside a physical store have a 7-day inspection period. However, this period is for inspecting — not using — the product. As pet items are contact hygiene products, to prevent cross-contamination and keep the item in resalable, as-new condition, products that have been opened or used cannot be returned or exchanged. If you receive an item with a non-human-caused defect or damage, or with damaged packaging from transit, please contact us promptly and we'll arrange a return or exchange. Returned items must be in as-new condition with complete packaging (including all accessories, gifts, and the invoice); items damaged by misuse or excessive use (e.g. scratches, soiling) cannot be returned.
退換貨客製刻字商品(名牌、摺疊碗)可以退嗎?Are personalized (engraved) items returnable?
刻字名牌與刻字摺疊碗為下單後依你提供內容客製,屬個人化商品，無法再販售給其他顧客，恕不接收退換貨。Engraved name tags and engraved foldable bowls are personalized to your specifications after ordering. As they can't be resold to another customer, they aren't eligible for return or exchange.
退換貨退貨運費由誰負擔?Who pays for return shipping?
國內訂單:
・若為非人為因素之瑕疵、損壞,退回運費由我們負擔。
・若因個人因素退換貨,消費者需自行支付寄回運費。
海外訂單(香港、日本、韓國、新加坡):
・因國際物流成本較高,非瑕疵商品恕不接受退換貨。
・若收到商品有瑕疵或運送損壞,請於收貨後7天內聯繫客服並提供照片,我們會協助安排換貨或退款;惟海外訂單之退回國際運費需由消費者自行負擔。Domestic orders: for non-human-caused defects or damage, we cover return shipping; for change-of-mind returns, the customer pays return shipping. International orders (Hong Kong, Japan, Korea, Singapore): non-defective items can't be returned or exchanged due to high international logistics costs. If an item arrives defective or transit-damaged, contact us within 7 days of receipt with photos and we'll arrange an exchange or refund — but international return shipping is borne by the customer.
・若為非人為因素之瑕疵、損壞,退回運費由我們負擔。
・若因個人因素退換貨,消費者需自行支付寄回運費。
海外訂單(香港、日本、韓國、新加坡):
・因國際物流成本較高,非瑕疵商品恕不接受退換貨。
・若收到商品有瑕疵或運送損壞,請於收貨後7天內聯繫客服並提供照片,我們會協助安排換貨或退款;惟海外訂單之退回國際運費需由消費者自行負擔。Domestic orders: for non-human-caused defects or damage, we cover return shipping; for change-of-mind returns, the customer pays return shipping. International orders (Hong Kong, Japan, Korea, Singapore): non-defective items can't be returned or exchanged due to high international logistics costs. If an item arrives defective or transit-damaged, contact us within 7 days of receipt with photos and we'll arrange an exchange or refund — but international return shipping is borne by the customer.
保固與維修保固期有多久？How long is the warranty?
僅寵物飲水機享有自購買日起一年原廠保固;其餘商品(陶瓷碗、不倒碗、摺疊碗、擴香、配件等)不涉及保固問題。
保固範圍不含消耗品(濾芯、濾棉等)。保固期內若零部件故障,我們以更換新品為原則,不另行維修。Only the pet water fountain carries a one-year manufacturer warranty from the date of purchase; other products (ceramic bowls, steady bowls, foldable bowls, diffusers, accessories) don't involve warranty. Consumables (filters, sponges) are not covered. Within the warranty period, faulty parts are replaced with new ones rather than repaired.
保固範圍不含消耗品(濾芯、濾棉等)。保固期內若零部件故障,我們以更換新品為原則,不另行維修。Only the pet water fountain carries a one-year manufacturer warranty from the date of purchase; other products (ceramic bowls, steady bowls, foldable bowls, diffusers, accessories) don't involve warranty. Consumables (filters, sponges) are not covered. Within the warranty period, faulty parts are replaced with new ones rather than repaired.
保固與維修如何送修呢？How do I send an item in for repair?
若飲水機因不明原因無法正常使用,請先聯繫客服,我們會協助初步排除問題。
如需送回檢修,保固內送修運費由我們負擔;保固外則由您與我們各負擔一趟運費。
經檢測後,保固內故障一律以更換新品為原則(不另收費);保固外若檢測後您決定不更換,將酌收檢測費NT$300。
(本品以換新代替維修,不進行零件級維修。)If the fountain stops working for an unknown reason, please contact us first and we'll help with basic troubleshooting. If it needs to be sent in, return shipping is covered by us within warranty; outside warranty, each side covers one leg of shipping. After inspection, in-warranty faults are resolved by replacement at no charge; out of warranty, if you decide not to replace after inspection, an inspection fee of NT$300 applies. (We replace rather than repair at the component level.)
如需送回檢修,保固內送修運費由我們負擔;保固外則由您與我們各負擔一趟運費。
經檢測後,保固內故障一律以更換新品為原則(不另收費);保固外若檢測後您決定不更換,將酌收檢測費NT$300。
(本品以換新代替維修,不進行零件級維修。)If the fountain stops working for an unknown reason, please contact us first and we'll help with basic troubleshooting. If it needs to be sent in, return shipping is covered by us within warranty; outside warranty, each side covers one leg of shipping. After inspection, in-warranty faults are resolved by replacement at no charge; out of warranty, if you decide not to replace after inspection, an inspection fee of NT$300 applies. (We replace rather than repair at the component level.)
產品與規格飲水機的馬達會很吵嗎?Is the fountain's motor noisy?
很安靜。我們把馬達放在水面下,並以雙層水箱讓水沿壁緩降,實測約 20dB——深夜放在臥室,多數人幾乎聽不見它運轉。It's quiet. The motor sits below the water and a dual-layer tank lets water descend along the wall — measured at about 20dB, so even at night most people barely hear it.
產品與規格UVC 殺菌是全天候運作嗎?安全嗎?Does the UVC sanitizing run continuously? Is it safe?
是。UVC-LED 24 小時持續照射循環中的水,經 SGS 實驗認證達 99% 殺菌,抑制細菌生物膜與異味。底座為無線供電、水電分離,水中沒有電線,安全不漏電;搭配低水位示警與自動止停,乾燒前會停機。Yes. The UVC-LED runs 24/7 on circulating water, SGS-tested at 99% sanitization. The wireless base keeps water and electricity separate — no wires in the water — and a low-water alert with auto-stop prevents dry running.
產品與規格舊版飲水機可以用新版的馬達嗎?Can I use the new motor with an older fountain?
規格是相容的，可以放心選購使用。Yes, the specifications are compatible, so you can purchase with confidence.
產品與規格飲水機是無線的，為什麼還要插電？The fountain is wireless — so why does it still need to plug in?
我們主打的是「無線馬達」，不是整機無線。市面上多數飲水機的馬達線材泡在水箱裡，容易漏電也難清理；我們把馬達做成無線、與水分離，所以清洗格外容易，也不會有漏電疑慮。機體本身仍需插電供電。What’s wireless is the motor, not the whole unit. On most fountains the motor wiring sits inside the water tank, which risks leakage and is hard to clean. We made the motor wireless and separated from the water, so it’s far easier to clean with no leakage risk. The unit itself still needs to be plugged in for power.
產品與規格橘燈一直亮，怎麼排除？The orange light stays on — how do I reset it?
橘燈恆亮是濾芯更換的提醒，指示燈預設一個月計時。更換濾芯後，長按 5 秒即可重置，燈號就會回到一般模式。A steady orange light is the filter-change reminder, on a one-month timer. After replacing the filter, press and hold for 5 seconds to reset, and the light returns to normal.
產品與規格可以加潔牙水嗎？Can I add dental water additives?
較不建議。飲水機的濾芯會過濾水中物質，可能降低潔牙水的效果。We don’t recommend it. The fountain’s filter removes substances from the water, which may reduce the effectiveness of dental additives.
產品與規格馬達內被 UVC 照射的地方變黃，正常嗎？The area inside the motor hit by UVC has turned yellow — is that normal?
正常現象。UVC 能量高、波長短，照射塑膠件會產生質變。我們使用的是 ABS 材質，經過壽命測試，會黃化但不會脆化。UVC 照射範圍僅影響馬達後方放置馬達棉的塑膠件，水槽等其他零件不會受影響。Yes, it’s normal. UVC is high-energy and short-wavelength, so it causes a material change in plastics. We use ABS, which has passed lifespan testing — it yellows but doesn’t become brittle. The UVC only reaches the plastic part behind the motor that holds the motor sponge; the water tank and other parts are unaffected.
保養與清潔飲水機多久清潔一次?怎麼清?How often and how do I clean the fountain?
建議每週清潔一次。飲水機採全圓角零死角設計、可 3 秒快拆,所有零件都能完整沖洗,像洗杯子一樣直觀,不留藏污死角。We suggest a weekly clean. With its fully rounded, no-dead-corner design and 3-second tool-free disassembly, every part rinses clean as easily as washing a cup.
保養與清潔飲水機陶瓷水盤上有白色水垢怎麼辦？There's white limescale on the ceramic water plate — what should I do?
日常清潔請使用軟海綿或棉布搭配中性清潔劑清洗，避免陶瓷塗層產生刮痕。
若水垢較厚可以浸泡檸檬酸分解水垢後，再使用軟海綿清潔。
*請勿使用科技海綿、硬質菜瓜布、鋼絲球刷洗。For routine cleaning, use a soft sponge or cloth with a mild detergent, and avoid scratching the ceramic coating. For heavier limescale, soak with citric acid to dissolve it first, then wipe with a soft sponge. *Do not use melamine sponges, abrasive scrubbers, or steel wool.
若水垢較厚可以浸泡檸檬酸分解水垢後，再使用軟海綿清潔。
*請勿使用科技海綿、硬質菜瓜布、鋼絲球刷洗。For routine cleaning, use a soft sponge or cloth with a mild detergent, and avoid scratching the ceramic coating. For heavier limescale, soak with citric acid to dissolve it first, then wipe with a soft sponge. *Do not use melamine sponges, abrasive scrubbers, or steel wool.
保養與清潔濾芯 / 濾芯棉 / 馬達棉多久換一次?哪裡買?How often do I replace the filter parts? Where can I buy them?
濾芯、濾芯棉、馬達棉建議各每 30 天更換一次,維持水質與馬達壽命。原廠採用英國 Purolite 椰殼活性碳濾芯,有半年份(6 組,NT$680)與一年份(12 組,NT$1,200)補充包,可在官網選購。提醒:新版濾芯為無殼無卡扣設計,不適用舊版機型。Replace the filter, filter sponge, and motor sponge every 30 days each. Genuine Purolite coconut-shell carbon refills come in 6-pack (half-year) and 12-pack (full-year) sets. Note: the new filter (shell-free, clip-free) is not compatible with older models.
保養與清潔擴香怎麼使用?一瓶可以用多久?How do I use the diffuser, and how long does it last?
每日於瓶內火山石滴入約 3 滴精油即可,10ml 濃縮精油可使用長達半年。成分天然、與寵物同住安心,提供白檀木與葡萄藤兩種木質香調。Add about 3 drops onto the volcanic stone daily; the 10ml concentrated oil lasts up to six months. Pet-friendly natural ingredients, in Sandalwood and Vine.
保養與清潔陶瓷碗會吸附食物氣味嗎?Does the ceramic bowl absorb food odors?
不會。黑陶瓷慢食碗為全陶瓷材質,不吸附食物氣味、耐用好清;凹凸結構能放慢進食、幫助咀嚼消化,內收碗口也能減少撥撒。No. The all-ceramic slow-feeder doesn't absorb odors and is durable and easy to clean; its ridged base slows eating and aids digestion, while the inward rim helps reduce spillage.
保養與清潔陶瓷碗可以放微波爐或洗碗機嗎？Can the ceramic bowl go in the microwave or dishwasher?
可以，黑陶瓷碗是採用高溫燒製，陶瓷碗體可以放入洗碗機清潔及微波加熱。
*金屬腳架不可加熱，加熱前請移除金屬腳架。Yes. The black ceramic bowl is high-temperature fired, so the ceramic body is dishwasher-safe and microwave-safe. *The metal stand is not heat-safe — please remove it before microwaving.
*金屬腳架不可加熱，加熱前請移除金屬腳架。Yes. The black ceramic bowl is high-temperature fired, so the ceramic body is dishwasher-safe and microwave-safe. *The metal stand is not heat-safe — please remove it before microwaving.
保養與清潔水可以幾天不換、不會變滑？How many days can the water go without changing before it turns slimy?
取決於你養幾隻寵物。我們在寵物訓練教室實測，每天三、四隻貓狗共飲，大約三到四天水質仍控制得不錯。UVC 能提供最大程度的抑菌、降低每日清潔的負擔，但仍建議經常換水並快速清洗，維持良好的飲水環境。It depends on how many pets you have. In our testing at a pet training studio with three to four cats and dogs drinking daily, the water held up well for about three to four days. UVC provides strong bacterial suppression and eases the daily cleaning burden, but we still recommend changing the water often and rinsing quickly to keep the drinking environment healthy.
保養與清潔水盤上出現黑色粉末是什麼？There’s black powder on the water plate — what is it?
那是濾芯中的活性碳粉末被沖刷出來，初次使用時可能出現，但不會持續發生。建議濾芯使用前先浸泡 5 到 10 分鐘，再沖洗乾淨後使用。我們採用椰殼活性碳，屬「食品用活性碳」，以椰子殼為原料，完全天然。That’s activated-carbon powder rinsed out from the filter. It can appear on first use but won’t persist. We suggest soaking the filter for 5–10 minutes, then rinsing it clean before use. Our carbon is coconut-shell activated carbon — food-grade, made from coconut shells, and fully natural.
保養與清潔馬達內為什麼有油？Why is there oil inside the motor?
那是馬達內部保護用的 SK 食品級潤滑油，符合食品級標準。首次使用時，請先讓馬達運轉一段時間，再把水倒掉，運轉後油分即可清除。That’s SK food-grade lubricant used to protect the motor interior, meeting food-grade standards. On first use, run the motor for a while, then pour the water out — the oil clears after running.
聯絡我們如何聯絡客服?客製刻字怎麼提供內容?How do I contact you? How do I submit engraving text?
歡迎透過 Instagram @themattte 或 Facebook 粉專 Mattte 與我們聯繫。購買刻字名牌或刻字摺疊碗後,請主動私訊 IG 或 FB 提供刻字內容及訂單編號,我們會為你客製。Reach us on Instagram @themattte or our Facebook page Mattte. After ordering an engraved item, DM us your engraving text on IG or FB and we'll personalize it.
找不到相符的問題，換個關鍵字試試。
還是沒找到答案嗎？Still no answer?
私訊 Instagram @themattte →DM us on Instagram @themattte →