Support Center

1. Support Channels & Service Hours

We offer multiple convenient ways to connect with the Cittaneo Support Team, depending on your needs and the urgency of your request.

Contact Options

• Email Support:
  support@cittaneo.com
  Contact us for general inquiries, product troubleshooting, installation guidance, warranty claims, and replacement-part assistance.
• Detailed Support Requests:
  When contacting us by email, please include your order number, product model, proof of purchase, and clear photos or videos of the issue whenever possible. This helps our team provide faster and more accurate assistance.
• Order Lookup:
  Visit My Orders in your Cittaneo account to track shipments, review order details, and manage eligible return requests.
• Online Contact Form:
  Submit your inquiry through our Contact Us page.

Service Hours

• Phone Support: Monday–Friday, 9:00 AM–6:00 PM EST
• Email Support: Available for submissions 24/7. We aim to respond within 24 business hours.
• Holiday Closures: Our support team is closed on major U.S. holidays, including Thanksgiving Day, Christmas Day, and New Year’s Day.

Please note: Mondays typically have the highest support volume. For non-urgent inquiries, contacting us later in the week may result in faster service.

Product Registration

Registering an eligible Cittaneo product can help you:

• Activate the applicable limited lifetime warranty.
• Simplify future warranty claims and troubleshooting requests.
• Store your product information for faster support.
• Receive relevant maintenance reminders and product updates.
• Access exclusive offers on future purchases and replacement parts.

Register Your Cittaneo Product

2. Core Support Resources

Installation Help

We provide practical resources to help you complete the installation of your Cittaneo bathroom products safely and correctly.

• Installation Videos:
  Watch step-by-step tutorials for toilets, vanities, faucets, shower systems, and other Cittaneo products on our
  Installation Resources page.
• Downloadable Manuals:
  Access product manuals, installation diagrams, specification sheets, and user guides. Use your product model number to locate the correct documentation.
• Pre-Installation Checklist:
  Confirm plumbing compatibility, product dimensions, electrical requirements, water pressure, drainage placement, and installation-space requirements before work begins.

Troubleshooting & Repairs

Use our self-service resources to identify and resolve common product issues.

• Troubleshooting Help:
  Find guidance for common issues such as leaking faucets, reduced water flow, drainage problems, smart-toilet connectivity issues, and shower-system temperature irregularities.
• Replacement Parts:
  Contact support@cittaneo.com to identify and purchase genuine Cittaneo replacement parts, including cartridges, gaskets, hoses, hardware, toilet seats, and other compatible components.
• Professional Repair Referrals:
  For more complex plumbing or installation issues, our support team may help you identify an appropriately licensed local professional.

Care & Maintenance

Proper care can help extend the appearance, performance, and service life of your Cittaneo bathroom products.

• Finish Care:
  Follow the recommended cleaning instructions for stainless steel, ceramic, glass, chrome, brushed finishes, matte black finishes, and other product materials.
• Avoid Abrasive Products:
  Do not use steel wool, abrasive pads, highly acidic cleaners, or harsh chemicals unless specifically approved in the product manual.
• Routine Maintenance:
  Regularly descale shower heads and aerators, inspect seals, clean drainage components, and check mounting hardware for secure installation.

Warranty Information

Warranty terms may vary by product category and model. Please review the applicable warranty documentation before submitting a claim.

Warranty information generally includes:

• Product eligibility and applicable coverage periods.
• Covered components and manufacturing defects.
• Warranty limitations and exclusions.
• Proof-of-purchase and product-registration requirements.
• Instructions for submitting a warranty claim.

Damage resulting from improper installation, misuse, unauthorized modification, unsuitable cleaning products, normal wear, or failure to follow maintenance instructions may not be covered.

View the Cittaneo Warranty Policy

3. Professional Installation Service

For a more convenient installation experience, Cittaneo may help customers connect with licensed and experienced installation professionals in eligible service areas.

Service Scope

Depending on location and installer availability, installation services may include:

• Toilets, bidets, and smart-toilet systems.
• Shower heads, shower systems, enclosures, and thermostatic valves.
• Bathroom vanities, sinks, mirrors, and faucet sets.
• Selected custom bathroom fixtures.
• Removal of eligible existing fixtures, where agreed in advance.
• Post-installation testing and basic work-area cleanup.

Service availability, pricing, and scope must be confirmed before booking. Contact support@cittaneo.com for assistance.

Pre-Installation Preparation

Please complete the following steps before the scheduled installation:

• Site Verification:
  Confirm product dimensions, plumbing compatibility, drain position, available water pressure, electrical access, and installation clearances.
• Product Delivery:
  Ensure that the Cittaneo product has arrived and has been inspected at least one business day before the scheduled installation.
• Inspect the Package:
  Check for visible shipping damage and verify that all required parts are included. Report missing or damaged components before installation begins.
• Prepare the Installation Area:
  Clear the surrounding area and provide safe access to the installation location, water connections, drainage points, and electrical outlets where required.
• Plumbing Preparation:
  Confirm that the existing plumbing and electrical systems comply with local requirements and the specifications provided in the product manual.

Rescheduling & Cancellation Policy

• Free Rescheduling:
  Contact support by 5:00 PM EST at least two business days before the scheduled installation date.
• Late Rescheduling or Cancellation:
  Changes requested after 5:00 PM EST two business days before the appointment, but before 12:00 PM EST one business day before the appointment, may incur a fee equal to 50% of the installation charge.
• Same-Day Cancellation or No-Show:
  Cancellations made after 12:00 PM EST on the business day before the appointment, or failure to provide access at the scheduled time, may result in a charge equal to 100% of the installation fee.

Important: The applicable installer’s final booking terms will take precedence if they differ from the general guidance above.

Service Terms

• The installation agreement may be entered into directly between the customer and an independent installation provider.
• Cittaneo may assist with scheduling but does not control the installer’s independent work practices.
• Customers should confirm that the installer is appropriately licensed and insured for the requested work.
• The installer should test the installed product and leave the immediate work area reasonably clean.
• Report installation-related concerns within 48 hours of service completion.

4. Smart Bathroom Product Support

Specialized assistance is available for eligible Cittaneo smart products, including smart toilets and digital shower systems.

Smart-product support may include:

• Initial product setup and configuration.
• Wi-Fi connectivity and mobile-app pairing.
• Remote-control setup and custom setting adjustments.
• Sensor, display, heating, flushing, and power-related troubleshooting.
• Software or firmware update guidance.
• Smart-home compatibility and integration guidance, where supported.

For smart-product assistance, contact
support@cittaneo.com
and include your product model, order number, and a detailed description of the issue.

5. Frequently Asked Questions

Visit our Frequently Asked Questions page for answers to common questions, including:

• How do I track my order?
• What should I do if my product arrives damaged?
• How do I report missing parts?
• Can I return a product after it has been installed?
• How often should I clean my faucet or shower head?
• How do I locate the correct product manual?
• How do I submit a warranty claim?
• Are Cittaneo replacement parts compatible with products from other brands?

6. Feedback & Suggestions

Your feedback helps us improve our products, documentation, and customer-support experience.

• Submit general feedback through our
  Contact Us page.
• Email suggestions directly to
  support@cittaneo.com.
• Report suspected product-safety concerns as soon as possible and include the product model, order details, photographs, and a clear description of the concern.

7. Additional Resources

• Returns & Refunds:
  Review eligibility, return procedures, applicable time limits, and refund conditions in our
  Return Policy.
• Shipping Information:
  View estimated delivery times, shipping procedures, freight requirements, and other delivery information in our
  Shipping Policy.
• Warranty Support:
  Review coverage and claim requirements in the
  Cittaneo Warranty Policy.
• Trade Professional Support:
  Contractors, designers, architects, builders, developers, and other trade professionals may
  contact our team
  for product specifications, project assistance, and volume-purchase inquiries.

The Cittaneo Support Center is here to help you get the best possible performance from your bathroom products. When contacting us, providing complete order and product information will help us resolve your request more efficiently.

Still need help?
Email support@cittaneo.com
or visit our Contact Us page.

Last updated: January 23, 2026