FAQ's

General

What do I do if my Allora USA product has an issue?

Click here to order Spare Parts for your Allora USA product.
If you need replacement parts through your warranty, all products must be registered. Click here to register your product and one of our Customer Service Technicians can assist you.

Do I get a discount on commercial projects?

Yes! Please contact our sales representatives via phone or email sales@allorausa.com for your commercial projects in order to get bulk pricing.

How to take care of your new sink / faucet?

Like most things in the kitchen that needs care and attention click the links below to see how to take care of your new Allora USA product.

Do you have all the items on your site in stock?

One of our goals is to keep all the products in stock listed on our site. We make every effort to make a note on the item if the item is back-ordered for an extended period of time.

What should I do if my order is damaged?

While we do our best to package everything securely, occasionally there are bumps in the road that we can’t avoid. Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt and notify us within 24 hours. When you sign the delivery ticket and do not note any damage, the merchandise becomes your property.

What if no one is present to accept delivery after one has been scheduled?

You will be responsible for any redelivery charges and/or storage fees.

Warranty Information

What is the warranty coverage for your kitchen and bathroom sinks and faucets?

We provide different warranties for all our kitchen and bathroom sinks, faucets, and parts. This warranty covers defects in materials and workmanship under normal usage conditions. If you encounter any issues during the warranty period, we will repair or replace the product free of charge.

  • Sinks and sink accessories: 1-year warranty from the date of purchase
  • Faucets: 5-year warranty for commercial installations; 10-year warranty to the original consumer who owns the property but does not live there
  • Discontinued products: warranty will be available as long as the replacement parts are in stock; otherwise, it will be voided and terminated for that product

How do I initiate a warranty claim?

Initiating a warranty claim is easy.  Our team will guide you through the necessary steps to assess the situation and determine the appropriate solution.

To submit a damage claim, we require clear images of the damaged product, packaging, and internal materials. Include all sides of the package, shipping tape, labels, and packing slip. Capture the entire damaged item, not just close-ups. Keep damaged items and packaging until claim resolution.

Please note:

  • You will require the original sales receipt to initiate a claim
  • Any claims must be reported within 30 days of the incident

Failure to follow these instructions will result in claim rejection.

What is not covered under the warranty?

While our warranty covers most scenarios, there are certain situations that are not covered. These include product damage due to the use of other than genuine ALLORA USA replacement parts, installation error, abuse, misuse, or improper care and maintenance (whether performed by a plumber, contractor, service provider, or member of the purchaser’s household), damage caused by improper installation, misuse, neglect, normal wear and tear, alterations, or use of non-approved cleaning agents.

Please refer to our warranty policy for a comprehensive list of exclusions.

Can I extend the warranty on my purchased products?

Currently, we do not provide the option for an extended warranty on our products. Our warranty policy does not allow for extensions beyond the initially specified duration at the time of your purchase.

Shipping/Returns

Where do the products ship from?

All of the products ship from our headquarters in Virginia.

Can I upgrade to faster shipping?

Please contact customer service to upgrade shipping.

What is your return policy?

Allora USA will accept returns within 30 days of the original date of purchase.

Written authorization from an Allora USA representative is required for all returns.

  • All products must be returned to Allora USA in undamaged, unused condition with original packaging and all accessories included. 
  • For items damaged in transit, please email sales@allorausa.com; click here to review the “Guidelines for Damaged Goods” to initiate the claim.
  • Any missing product(s) will be deducted from your refund. 
  • Shipping charges are non-refundable.
  • All returns are subject to a 20% restocking fee (Returns for damaged, defective or missing items are excluded from these fees).

What happens if I refuse the shipment?

You will be responsible for the charges involved in returning the merchandise to us. This is also the case when a package is deemed as undeliverable, perhaps because you gave us an incorrect or inaccurate address.

When will my order ship?

Your order will ship the same day if we receive your order before 2 pm EST. Our hours of operation are Monday-Friday 8 AM- 5 PM, so if you place your order on the weekend your order will be processed the next business day.

Where can you ship to?

We can ship anywhere! However, free shipping is only in the US and excludes PR, Hawaii, Alaska.

When will I receive my shipment?

We are located in Virginia. The shipment times depend on where it is being shipped to. Once you place your order, we will provide a UPS tracking number via email within 1 business day.