The Troubleshooting Process


How long will my order take?

Orders ship via standard ground provided by Canada Post, UPS or Canpar Express. Orders are handled usually within 1 business day from the time your order is placed. Shipment will usually arrive 2-7 business days after the order has shipped depending on the destination. Once the order is shipped, a tracking number will be provided to the customer.

I have bought the toilet, but the remote control is not working?

Although this is very rare to happen, the remote control could be unpaired with the unit. First check if the batteries are correctly placed in the remote control. If the lights are on and it’s still not working, then you need to pair the remote control with the unit. You can email our customer service team at [email protected], we will be happy to assist.

The toilets require a power outlet, what happens if there is a power outage in my area?

All our toilet comes with a battery box empty , so your smart toilet will still be able to flush by pressing the side button, even when there is a blackout if you place a battery on this box. The reference of the battery is CR-P2. However, washing and heated functions will not be available until the power comes back.

What kind of quality should I expect?

  • At Ecoway, quality is our top priority.
  • Each new model designed must pass over 100quality assurance tests:
  • 100,000 use cycles for water related parts;
  • 48 hours consecutive running for electronic components, in high ambient temperature(40±2 °C) and high humidity level(93±3%);
  • 48 hours waterproof test (spray water around the unit);
  • 10 hours performance check before any product leaves the factory, etc.