Frequently Asked Questions

General Information

How do I contact Watermark? Where is Watermark located?
Click here for Contact Us page.
How can I locate the nearest Watermark dealer?
You may search for the dealer nearest you by using our Dealer Locator.
How can I locate the nearest Watermark representative?
You may search for the nearest representative by logging into to our Client Services section .
Do you have any job openings?
Please email us at resumes@watermark-designs.com, call us at 718-257-2800, or fax us at 718-257-2144.
I have products or services that I think may be of interest to your company, who should I contact regarding this?
Please email us at info@watermark-designs.com, call us at 718-257-2800, or fax us at 718-257-2144.

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Our Products

Where can I see the Watermark Product line?
The entire Watermark Catalog can be viewed via this website on our Catalog/ Products section.  Here there are also links to the printed version of our catalogue.  To request your own printed copy of our catalogue, please fill out the form on our Contact Us page.  Please note that there will be a charge for this.
Where Can I find Installation Instructions?
Installation Instructions are found either by clicking here or by using our Catalog/Products searches and clicking on the link for the Installation Instructions pertaining to your product.
Where can I find Product Specifications?
Product Specifications are found either by clicking here or by using our Catalog/Products searches and clicking on the link for the Product Specifications pertaining to your product.
What if I can't find my handle trim when I do a Product Search?
Not all handle trims are shown with every possible configuration of our products even though they are available in all configurations. To see all of our handle trims, visit our Handle Trims Page.
What if I can't find my finish when I do a Product Search?
Not all finishes are shown with every possible configuration of our products even though they are available in all configurations. To see all of our finishes, visit our Finishes Page.
Why is the cost of gold so high compared to your other finishes?
Our elite brass finishes (polished, satin , and velvet) are all real 14k gold finishes and our polished gold, satin gold, and velvet gold finishes are real 24k gold. Gold is a publicly traded precious metal that has seen it's value increase substantially over the past few years. As such the price of gold is that much greater than the other chemicals and precious metals we use in our plating baths.
Why does PVD have a longer lead time that your other finishes?
PVD (pressure vapor deposition) is a type of finishing process. Watermark outsources this process to one its suppliers. We quote a longer lead time to compensate for shipping times and rework times if need be. All other finishing processes such as polishing, electroplating, powder coating, and lacquering are done in house. We stock many PVD components and our lead times on PVD finishes are well within normal industry standards.
Does Watermark offer any living finishes?
All of Watermark's finishes have a protective coating or can easily be restored to its original state. The only exception to this rule is uncoated polished brass which will naturally age with use and cannot be restored. Watermark uses a natural nickel and does not lacquer its nickel finishes. These finishes may oxidize in time. If one of these finishes begins to look yellowish or orange, the finish can be restored using a soft cloth and a chrome cleaner. Watermark can also offer custom living finishes at special requests. Please contact your our customer service team for additional information.

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Care & Maintenance

What kind of cleaner can I use on my Watermark Product?
Do not use cleaners that contain abrasives, harsh chemicals, alcohol, or other organic solvents. Avoid using any cleansers or pads/sponges that are unsafe for polished metallic surfaces. Most green, fibrous pads/sponges contain microscopic mineral particles that can scratch a faucet's finish. Cleaner manufacturers may change their formulations at any time; therefore, Watermark does not recommend any specific cleaner. Immediately after cleaning your faucet, wash off remaining cleaner with water. To remove water spots, use warm water and a soft, damp cloth. Hard water stains can be removed with a 50/50 solution of white vinegar and water, followed by rinsing with water. To preserve the luster of your faucet, occasionally apply a high quality non-abrasive wax, such as car wax.
How can I clean a clogged showerhead?
We suggest soaking your showerhead in a 50/50 solution of white vinegar and water for one hour. White vinegar will facilitate the break down of mineral deposits and sediment build-up.
Where can I find Product Specifications?
Product Specifications are found either by clicking here or by using our Catalog/Products searches and clicking on the link for the Product Specifications pertaining to your product.
What do I do if my faucet is leaking?
See replacement parts FAQ below.
What do I do if the finish of my Watermark product is fading?
Nickel finishes may oxidize over time. These finishes do not utilize protective coatings in order to allow the natural beauty of the metal to show through. In case of oxidization, apply a small amount of mild metal polish to a soft rag and rub through.

Gold and copper finishes may fade over time. To restore the shine of these finishes, spray a small mount of lemon scented furniture polish to a soft rag and rub through.

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Installation

How do I get the handles on my two handle wall mounted lavatory faucet to line up in a straight row?
Remove the handle from the stem. Rotate the cartridge inside the valve body by tightening it a bit. Insert the handle on the stem and see where it lines up. If still not straight, repeat.
Can I use my existing drain assembly when installing a new faucet?
In most cases, yes. But if you're changing finishes, (i.e. from chrome to brass), you'll probably want to change the drain assembly to match your new faucet finish.
What if I am using a very thick countertop and require longer nipples (shanks) for my lavatory spout and valves?
All of our lavatory valves use standard size threaded valve bodies of 3". There are no extensions for these valves. We do offer custom nipple (shank) lengths for all of our spouts that must be ordered at the time the faucet is ordered. Custom size nipples (shanks) may not be ordered after the spout is ordered as the nipples are pressure tested for quality insurance. All spout nipples (shanks) are at least 1 1/2 " long.
When should I use Teflon® tape, plumber's putty, or silicone?
Teflon® tape is an effective pipe sealant. Plumber's putty and silicone are used to form a water tight seal between the sink and the faucet and between the sink and the drain. We recommend using a non-corrosive 100% silicone and strongly discourage the use of Plumber�s Putty as it will void all warranties. Plumber�s Putty contains an acid that can eat through certain protective coatings. No other sealant is acceptable.
Why does the hot and cold appear to be reversed on my pressure balance face plate?
The proper installation of the handle should be at 12:00 in the off position, at the location marked OFF. The handle will then rotate counter-clockwise and pass through COLD and then eventually get to HOT. The valve will function properly if the handle is positioned at 6:00 in the off position, but the markings on the faceplate will be the opposite of the actual temperature of the water.

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Replacement Parts

What causes a Watermark faucet or valve to leak or drip?
In general, leaks are often caused by a scratched or torn cartridge, o-ring, or grommet. This can occur from many reasons such as hard water, debris or sentiment left in plumbing lines, over tightening, and others. Typically, a washer repair kit or replacement cartridge will correct this type of leak.
How can I identify which Watermark cartridge I have?
Click here for a list of all Watermark cartridges.
How do I obtain replacement parts for my Watermark product?
There are two ways you may obtain replacement parts. One way is through a local Watermark Dealer. A second way is by calling our Customer Services Center at 1-800-84-BRASS Monday through Friday 9:00 am to 5:00 pm (Eastern Time).
Why should I use genuine Watermark replacement parts?
Watermark uses only the highest quality components made out of solid brass. All Watermark parts are machined or casted to the highest standards and tightest tolerances. Watermark valve bodies will only accept Watermark cartridges and Watermark handles are broached to work only with Watermark stems. Failure to use Watermark parts will void all warranties.
How long does it take to ship parts if I order direct from Watermark?
Stocked items will ship within 48 hours and ship via UPS Ground Service. If you need your part to arrive sooner, we do offer expedited shipping.
I don't see my faucet on your website, does that mean it's no longer serviceable?
We carry many parts for discontinued models; however, there are exceptions. To determine if we have the part you need, we will ask you to provide the age of your faucet and the model number.
If I contact Watermark directly for warranty parts, what type of questions can I expect to be asked?
You can expect to be asked the following questions: What is your faucet�s model number? Can you provide proof of purchase? What is the age of your faucet? What is the problem you are experiencing and has any work been done to correct it? Please be near your faucet when you contact us as we may need to ask further questions or recommend a resolution.
How can I find my model number?
Exact model numbers can be found on your box and on your packing sheet. You may also browse through our Photo Gallery and Catalogue/ Products pages to find your product.
Where do I return my parts for credit that were ordered directly through Watermark Design?
Watermark Designs
350 Dewitt Avenue
Brooklyn, New York 11207, USA
All items must be returned within 30 days of receipt. Unused merchandise must be in a saleable, unused condition and in its original packaging - including packing slip. A minimum 30% restocking fee may apply. Shipping and handling costs will not be refunded.

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Warranty

What is Watermark's warranty on its products?
CONSUMER LIMITED WARRANTY: WATERMARK DESIGNS products carry a lifetime limited warranty to the original consumer purchaser to be free from defects in material and workmanship for as long as they own their home.

Parts made of glass, porcelain, or wood are excluded from this warranty. In addition, all finishes appearing on pop-up assemblies and drains are excluded. Uncoated polished brass and any other living finish are intended to change over time and are excluded from the finish warranty. All copper and gold finishes are warranted for five years from date of purchase from the original purchaser. Customers are also strongly recommended to rinse the water supply fittings to get rid of scales and deposits and to install supply stops with filters or water softeners so as not to void the warranty. The use of any lead based acidic curing adhesive, mastic or plumbers putty will also void the finish warranty. This warranty is void for any damages due to misuse, abuse, neglect, accident, improper installation, improper care of finishes, or use of any replacement parts other than genuine WATERMARK DESIGNS parts.

This warranty is made to the original consumer purchaser in the original installation and is effective from the date of purchase as shown on purchaser's receipt. During the warranty period, WATERMARK DESIGNS will replace any part, which proves defective in material and/or workmanship under normal installation, use and service. Any covered faucet part that fails during the terms of this warranty will be replaced at no charge. Replacement parts can be obtained from your local dealer or distributor or by returning the part to the factory, transportation charges prepaid, to the address indicated here.

This warranty is the exclusive warranty granted by WATERMARK DESIGNS and is in lieu of all other warranties of merchant ability and fitness for a particular purpose and is further limited to defective parts replacement only. Watermark Designs will not be liable for any labor or other expenses or for damages of any kind or nature incurred in connection with the sale, use, or replacement of any defective products or parts or portions thereof. Watermark Designs neither assumes nor authorizes any other person to assume for it any other liabilities in connection with the sale or use of its products.

COMMERCIAL WARRANTY: WATERMARK DESIGNS extends the above limited warranty to purchasers of products for industrial, commercial and business use upon the same terms and conditions and exclusions applicable to residential purchasers, except that the finish and functionality warranty periods are reduced to a period of 1 year from the date of purchase.

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Privacy Policy

What information does Watermark collect and how do you use it?
View our Privacy Policy for additional details.

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Watermark Designs, Ltd. 350 Dewitt Avenue Brooklyn, New York 11207
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