Ordering, Shipping & Support

This page provides information about ordering, shipping, warranty handling, and related frequently asked questions for Matsui USA products. Procedures may vary depending on the product and reason for shipment.

Ordering Information

Products Purchased via eBay

The following items are available through our eBay store:

  • Service parts (e.g. replacement handles, EZ-Kit handle extensions)
  • Selected MATSUI-manufactured valve sets

For eBay purchases, ordering and payment are handled through the eBay platform, and orders are typically shipped via USPS. Please refer to the relevant eBay product page for details.

Manual Orders (Valve Replacement & Special Cases)

Some items are not available for direct purchase on eBay. This typically applies when a valve must be replaced due to specific conditions (e.g. damage to the black drain cap).

In such cases, orders are handled manually:

  • Contact us via the inquiry form with details and photos
  • We review and confirm the appropriate solution
  • A manual invoice and payment link are issued
  • Shipment is arranged after payment confirmation

Warranty-Related Cases

If a case is reviewed and determined by us to be covered under warranty, replacement and shipping will be handled on a case-by-case basis. Details will be communicated individually after review.

Shipping & Payment

Shipping

Orders are generally shipped via USPS. Most shipments are arranged from Georgia (USA); however, depending on product availability, shipments may be arranged from another location.

For manually handled shipments: A flat shipping fee of USD 18 typically applies.

Estimated delivery times (when shipped from Georgia):

  • East Coast / Southeast: 2-4 business days
  • Central regions: 3-5 business days
  • West Coast: 4-7 business days

Tracking information is provided once shipped. If USPS is unavailable, alternative carriers (e.g., FedEx) may be used, and details will be communicated in advance.

Payment

eBay purchases: Payment via eBay

Manual orders: Major credit/debit cards, Apple Pay, Amazon Pay, etc.

Orders are shipped after payment confirmation. Most orders ship the same day or next business day (excluding weekends and holidays).

Warranty Overview

Our products are covered by a limited lifetime warranty against manufacturing-related defects.

Please note that the following are not covered under the warranty:

  • Damage caused by improper installation, misuse, or use of tools
  • Damage occurring during replacement or repair work
  • Normal wear and tear, aging, or deterioration resulting from regular use

Warranty eligibility is determined after review, based on the specific situation. If you believe your case may be warranty-related, please contact us via the inquiry form with details and photos. Each case is reviewed individually.

Response Time

While response times vary depending on the nature of the inquiry and internal review requirements, we strive to respond as promptly as possible, typically within 2-3 business days.

Please note that inquiries involving warranty review or technical confirmation may require additional time.

Frequently Asked Questions

Product Usage & Maintenance

Yes, annual flushing is strongly recommended. Flushing should be performed at least once per year to reduce mineral buildup and maintain proper valve operation. Please refer to the instructional video for details:
→ Flushing Instructional Video

If a valve has not been operated for a long time, mineral buildup may cause the handle to become stiff. We strongly recommend regular operation by hand as part of routine maintenance.

You may also consider using the EZ-Kit handle extension available on this website.
→ Shop

Replacement & Support

No, handle damage is not covered in the vast majority of cases. Handles should always be operated by hand, and most damage cases that we encounter are due to excessive force applied by using tools. Replacement handles are available through our eBay store. The only exceptions are if the handle is damaged due to a manufacturing defect, which is extremely rare.

No, the black drain cap is not available for replacement by itself as it is structurally integrated into the valve assembly. If it is damaged, the entire valve must be replaced. To prevent damage, the use of tools must be strictly avoided on the integrated plastic components.

Replacement handling is determined on a case-by-case basis depending on availability. For details, please contact us via the inquiry form.

For details, please contact us via the inquiry form.

Please contact us via the inquiry form and include photos. We will review and advise.

If the piping is adjustable, replacement is often possible without additional parts. If not, spacers may be required. If you are unsure, please send photos of the current installation so we can advise.

Please use the inquiry form on this website. Communication is handled by email.

If you do not receive a confirmation email, please check your spam folder or contact: matsui.usa.inc@gmail.com