Question 1

Service FAQ List— Hydrorelax

Accepted Answer

First published: 2026-08-20 · Last updated: 2026-08-20 · By Sofia · Category: FAQ · 22 questions in 5 sections

Everything about working with us as a supplier — who we are, samples and minimum order quantities, pricing, certification, shipping and payment terms, warranty and partner support.

Other FAQ sections: Products FAQ · System Technical Support

Company & Credentials · Samples, MOQ & Pricing · Certification & Compliance · Shipping, Payment & Terms · After-Sales & Partnership

Company & Credentials

6 questions

Are you a factory or a trading company?

Both. Hydrorelax is the hydro massage brand of Hangzhou Proway Import & Export Co., Ltd. We run our own production base and also act as the export arm that consolidates the wider Chinese bathtub, spa and shower supply chain.

Our group covers four production units:

Main factory (hydro massage components)
Door glass factory (shower tempered glass)
Control box factory (controllers and control panels)
Spa cover factory (covers and roll-up covers)

Categories outside these four units are handled by long-term partner factories that we audit and manage directly. This structure is why one purchase order can cover jets, pumps, blowers, controllers, covers and shower hardware at the same time.

How long has Hydrorelax been in business?

Our industry experience starts in 2000 — our founder began exporting sanitary ware and hydro massage components that year. In 2005 the business was formally registered in Hangzhou, China as Proway. As customer requirements spread across bathtub, spa and shower categories, Proway built its own factory and launched Hydrorelax in 2016 as its dedicated hydro massage system brand. The sub-brand Relaxlines was registered in 2018.

Some of the customers we met at the Italian and Frankfurt exhibitions in 2001–2002 are still working with us today.

How many customers do you serve, and which countries do you export to?

We have served over 1,000 customers and export to more than 65 countries. Among them, 45 clients have worked with us for over ten years — the earliest since 2003. Annual export value is USD 15 million.

Our customer base is mainly SPA, bathtub and shower enclosure manufacturers across Europe, North America, Eastern Europe and Southeast Asia.

What is your R&D capability?

Core figures: 20% annual new-product growth, 50+ patents, 50+ certifications, 1,000+ design cases, 200,000+ sets exported, 99% customer satisfaction, 100+ original hydro system designs, and roughly 200 products developed each year.

Our development team is led by three specialists with 15+ years each in massage system design, shower room system design and industrial design, under CEO Jonny Jiang.

Standard development workflow: client requirements analysis → technical evaluation and proposal → sample development and testing → mass production and quality control → logistics and delivery → after-sales support and continuous improvement.

Why is your price higher than some other suppliers?

Price differences almost always trace back to specification differences, not to margin. The common gaps we see when buyers compare quotations:

Material grade — 316 stainless steel versus 304, or brass versus zinc alloy in the same part. See 304 or 316 Stainless Steel Jets and Brass VS Stainless Steel Shower Mixer Valves.
Surface finishing quality — with electroplating, base material purity and process stability decide service life, and neither shows up on a quotation. Our Products FAQ explains how to judge this using acid salt spray test data.
Certification coverage — a certified part carries testing and compliance cost that an uncertified equivalent does not.
Inspection depth — we run at least four inspection stages per order, detailed in our System Technical Support FAQ.
Failure cost — one incompatible or corroding component can force a full system recall on your finished tub.

Send us a competitor quotation with specifications and we will map it line by line, showing exactly where the difference sits.

I am new to the spa or bathtub industry. Can you help?

Yes. We provide regional market consulting: we review which categories sell in your market, recommend the configurations local buyers actually specify, and build a component list around your target retail price.

If you already know the system you want but not the matching, we will do the matching for you — you give us the target price and function requirements, we return a complete system specification.

Further reading: How to Choose a Reliable Spa Components Supplier from China.

Samples, MOQ & Pricing

5 questions

Can I get samples? Are they free?

We provide 1–2 samples free of charge; you cover the shipping cost. For custom designs there is a sample charge, which is refundable once the order reaches the agreed quantity. For higher-value products, the sample fee can be waived on a second order.

Samples ship by air or express (DHL, UPS, FedEx, TNT, EMS) and normally arrive within 7 days. Some oversized items cannot travel by air.

Request through the Sample Request form or your sales contact.

What is your MOQ?

MOQ is set per item, because a moulded plastic fitting and a stainless steel jet face have very different production economics. Stock items generally have a low threshold; customised items, custom colours and branded packaging carry a higher one.

The following trigger an MOQ requirement: logo customization, colours outside the standard swatch, custom packaging, and custom moulds.

If your volume is below the standard MOQ, tell us anyway — where the item is in stock or can be combined with a running production batch, we will look for a workable arrangement.

Background: Spa Accessories Kits Wholesale FAQ: MOQ, Certifications, Compatibility & Lead Time Explained.

Do you offer volume discounts?

Yes. We work on a wholesale basis and the discount rate depends on product type and order quantity — higher quantity, lower unit price.

Mixed containers combining several categories also improve your landed cost per unit, because freight is shared across the whole order.

Are your prices fixed long term?

Quotations are valid for a defined period. If you need price stability across a season or a full year, we can sign a long-term cooperation agreement covering both price and supply continuity — this is the standard arrangement for buyers with recurring volume.

Can I mix different products in one order or one container?

Yes, and we recommend it. We plan container loading around the actual mix, accounting for both volume and weight limits, and we provide separate procurement, shipment and financial lists so that a delay on one component does not hold up the rest of your production schedule.

Where it suits you better, we can also ship in batches.

Certification & Compliance

4 questions

Which certifications do your products hold?

We hold CE, UL, RoHS, CSA and cUPC certificates and can provide copies relevant to your country or region. Our plastic materials additionally comply with the European REACH standard.

If your market requires a certificate we do not currently hold, contact us — we will confirm feasibility for your specific item.

Do your products meet the standards of my country?

Requirements differ by market and by component. Electrical parts (pumps, blowers, heaters, controllers, LED systems) are the most regulated; mechanical fittings less so.

Tell us the destination market and the intended application, and we will confirm which of our certificates apply and which additional testing, if any, is required.

What export documents do you provide?

Every order includes the documents needed for clearance: commercial invoice, packing list and certificate of origin, plus any additional document your customs authority requires.

Tell us at order confirmation which documents your broker needs, and how they must be worded.

Do you support sustainability requirements?

Yes. For the European market we use a non-toxic, lead-free and recyclable raw material system, with all materials compliant with REACH and RoHS. On the production side we run energy-optimised processes to reduce waste and carbon output.

Shipping, Payment & Terms

3 questions

What shipping methods and Incoterms do you offer?

Methods: express and air for samples and urgent items (DHL, UPS, FedEx, TNT, EMS); sea freight for bulk orders. We ship worldwide, working with logistics partners on flexible routing and real-time tracking.

Incoterms: EXW, FOB, CFR, CIF.

Packing is planned per product — wooden pallets, foam protection and weight optimisation — to maximise the goods loaded within container weight limits.

Reference: The Complete Guide to Importing Bathtub Fittings from China and A Complete Guide to Hot Tub Manufacturing & Shipping in China.

What are your payment terms?

Standard terms are 30% deposit before production, balance before shipment. Small orders are paid in full before production.

Small amounts: Western Union, PayPal
Larger amounts: T/T, D/P, L/C, O/A

For VIP customers we offer OA (open account) terms — a longer payment cycle plus preferential pricing, with a defined funding plan and repayment schedule per order. This is designed for buyers who need to build stock ahead of a peak season without tying up working capital.

What happens if freight rates spike or a vessel is delayed?

We notify you as soon as we know, share the actual situation rather than a summary, and propose options — alternative routing, split shipment, or revised timing.

Force majeure events are handled with the same transparency, at whatever stage the order has reached.

After-Sales & Partnership

4 questions

What warranty do you provide?

Most products carry a 2-year warranty, covering replacement or repair of defective components.

Warranty terms vary by category for some products. If the warranty period is not stated on the product page, you can ask us for the exact term of that model at any time — this can be confirmed at the quotation stage, rather than waiting until a problem occurs.

To process a claim, send photos or video of the fault, the order reference and the item code. In most cases we can diagnose remotely and dispatch the replacement without waiting for the part to be returned.

How fast do you respond, and what support do I get after installation?

First reply: within 3 hours. Quotation: within 8 hours. Our R&D page also records an 8-hour average for professional solutions, complaint handling and technical answers, with a 99% satisfaction rate and 100% issue resolution.

Installation support: step-by-step video tutorials, illustrated guides on our blog, and live assistance by chat or video.

Ongoing: customer feedback and follow-up. Recurring issues are fed back into product improvement, as described in our Products FAQ.

Worked examples: How We Solved a Damaged Shower Overhead Shipment Within 24 Hours and How We Solved a Suspected Whirlpool Bathtub Component Quality Problem.

What marketing support do you provide to distributors?

Product brochures, product photography and market analysis for your region. Where a partner needs more, our marketing team can assist with brand planning and campaign strategy.

Market analysis draws on Chinese public export data combined with feedback from customers across our markets, which allows us to give trend forecasts rather than general opinion.

How do I keep up with new products, and how do I start working with you?

Staying informed: subscribe on the website to receive new-product emails, follow our News and Blog, and check the quarterly New Products releases. We are also active on LinkedIn, YouTube, Facebook, TikTok, X and Instagram.

Starting in five steps:

Send your requirement — product list, target market, approximate volume, target price, or simply photos of the parts you need.
Receive a quotation within 8 hours, with specification confirmation and compatibility check.
Order 1–2 samples for validation.
Confirm the pre-production sample, then move to production with a 30% deposit.
Receive the pre-shipment inspection report, approve, and take delivery.

Contact us at hydrorelax.com/contact-us.

Did not find your answer?

Send us your product list, target market and approximate volume, or simply photos of the parts you need. You will get a quotation within 8 hours, with specification confirmation and a compatibility check.

Contact us

About the author: Sofia compiles and maintains the Hydrorelax product and sourcing documentation. For anything not covered here, please contact us.

— End of Service FAQ —

Question 2

Complete list of Hydrorelax Terms of Service

Accepted Answer

Hydrorelax

Our story starts in 2000, when our founder began exporting sanitary ware and hydromassage components — that is where our 25 years of industry experience comes from. In 2005 the business was formalised as Hangzhou Proway, and in 2016 we launched Hydrorelax as our dedicated brand for spa and bathtub hydromassage systems. Relaxlines followed in 2018.

In the course of trading, Proway found that customers' needs for sanitary fittings were extremely diverse. Customers switch between bathtubs, spas and showers depending on their country's standard of living and market, and it is very difficult for customers to find different suppliers of components for these three sectors in China. Recognizing the diversity of market needs, Proway decided to consolidate the resources of China's bathroom fittings industry with the aim of solving the difficult problem of sourcing bathroom fittings and providing a one-stop solution to customers.

To achieve this goal, Proway established its own factory, while Hydrorelax, Proway's main brand, was born, focusing on providing customers with high quality sanitary products and excellent service.

Proway is one of the few domestic and international suppliers of bathtubs, spas and showers.

To date, we have successfully served more than 3,000 customers in more than 80 countries around the world. Our vision is to be a company that provides the best solutions for the world to cooperate and win-win in the spa and life upgrade products industry for a long time.

Pre-sales:

Professional Technical Support

Hydrorelax, as a manufacturer with 24 years of industry experience, has very specialized product knowledge. Whether it is product installation, replacement, or product matching, function principle, Hydrorelax can answer for customers, and also can provide professional and detailed product information. At the same time, we are able to accurately understand the needs of our customers, so that we can recommend the products they need or replacements, and if they have difficulty in finding suitable components locally, they can also contact us at any time.

Market Trend Analysis

If the customer just enters the sanitary ware industry and does not know enough about the products and the market, Hydrorelax will be the best partner. relying on the public import and export data, combined with the actual feedback of the customers on the products in each country, Hydrorelax accurately captures the global market trends and analyzes the customer's country's market share according to the customer's actual situation, recommending the products for the customer, providing the data and the market trend prediction, helping the customer to quickly grab the market trend. market trend forecasts, helping clients to quickly capture market share and thus realize business growth.

One-stop efficient service

Hydrorelax has its own production factories and has also established close cooperation with hundreds of high-quality component factories, so Hydrorelax is able to provide one-stop sourcing service for all kinds of components covering tens of thousands of products in all categories of the three major industries of bathtubs, spas and showers, which can effectively reduce the cost of trial and error of the customers and optimize the customer's purchasing experience. From procurement to installation, we will solve all the problems for customers.

Detailed Product Information

Hydrorelax is building the most complete industry product database, each of our products are equipped with detailed technical parameters, instruction manuals and installation manuals, to ensure that we can help customers quickly grasp the product performance, specifications and scope of application, to reduce the cost of learning.

At the same time, we provide disassembly animation for each product to help customers understand the structure and function of the product; provide actual shooting video for each product to help customers more intuitively feel the details and functions of the product; provide installation video for each product to help customers solve installation problems.

Quick Sample Provision

Hydrorelax can provide one sample for free, but the customer needs to pay the shipping cost. This is the quickest way to check the quality of the product and minimize the procurement risk. For higher value samples, the cost can be reduced by placing a second order. Smaller samples can be sent by air or courier, including DHL, UPS, FEDEX, TNT, EMS, etc., and can usually be delivered within seven days.

Product Development

Hydrorelax provides comprehensive OEM/ODM services. If customers need customized molds, we support 30-40 days to complete the development of molds; in addition to traditional mechanical molds, Hydrorelax also provides cost-effective manual modeling services, which effectively reduces the cost of mold development for customers. Meanwhile, we can also provide design service for customers to reduce their design cost.

On Sale:

Efficient Communication and Order Processing

Immediately after you have successfully placed your order, Hydrorelax will provide you with a detailed commercial invoice, which will set out all the details of your order, including product specifications, quantities, expected delivery date, and any specific quality, packaging, etc. requirements. At the same time, we will provide the customer with a production progress report, which will give the customer a full picture of the production process.

Quality Inspection

We have a four-step quality inspection process:

① Sample Confirmation: We will provide samples for our customers and make adjustments according to the requirements, and the production of the big goods will not start officially until we are sure that the samples are correct.

② Communication and confirmation during the production process: We report the production progress to customers regularly and solve any problems that may affect the delivery date of the goods.

③ Final product quality inspection and packaging confirmation: after the completion of the product production, a comprehensive quality inspection, and the product in accordance with customer requirements, such as packing and labeling.

④ Confirmation before shipment: Before packing the goods, we will provide customers with final photos of the goods packing, and after packing, we will also take corresponding photos of the cargo hold for customers.

Optimization of logistics

Hydrorelax has been in the business for more than 20 years and has deep cooperation with many logistics companies, so we can transport the products to all over the world by different ways, including sea freight, air freight and express delivery. Meanwhile, if the customer has his own logistics partner, we can also deliver the goods to the customer's designated location. When the products purchased by customers are in stock, the fastest delivery time is 7-15 days; if the products need to be manufactured, the delivery time is about 25-40 days from the time the customer formally pays the deposit. Customers can also communicate with us if they need to receive their goods by a specific date, and we will do our best to meet the demand.

Hydrorelax can reduce logistic costs for customers through flexible container allocation services, rational planning, accurate measurement, and maximizing the use of every inch of space in the container. Whether it is special packaging: wooden pallets, foam packaging, etc., or the weight distribution of each box, we will give full consideration to ensure that more cargo is loaded within the weight limit.

In the case of involving many kinds of components, batch production, and multiple factories to transfer goods, we can ensure that the components are shipped uniformly to avoid the delay of individual components affecting the overall logistics progress. Whether we concentrate on multiple styles of goods to be shipped together, or choose to ship in batches, we will optimize the logistics solution as much as possible, to provide customers with more efficient transportation services.

Efficient communication and risk planning

Hydrorelax will use specialized knowledge to answer customers' questions, guide customers, and ensure that product information (such as product parameters, packaging methods, etc.) and order data are accurate.

In the event of force majeure, such as rising ocean freight rates, delayed shipment schedules and other unforeseen circumstances, we will be the first to communicate the situation to our customers and propose appropriate solutions. No matter what stage the order progresses to, we always uphold the interests of the customer first.

After Sales:

Full warranty and repair service

If the product malfunctions due to product quality problems during the warranty period, we will provide you with free repair or replacement services. Our after-sales team provides at least one year warranty, if you receive the parts with obvious manufacturing defects, please provide a detailed description of the defects and attach the relevant photos or videos, so that we can confirm where the key problem of the product is at the first time.

The technical department will verify the situation according to the information you provide and give a solution within 24 hours, common solutions are as follows:

Replacement or replacement: If the product is really defective, we will arrange product replacement or replacement according to the contractual commitment and bear the related costs.

Return: If the defect cannot be repaired or replaced, we will return the defective product and refund the money according to the contract terms.

Compensation or Discount: In some cases, if the product is partially defective and you are still willing to accept it, we will provide compensation or discount as compensation.

In addition, as a general rule, the warranty does not apply in the following cases:

Human damage: The warranty will not apply if the defect was caused by improper handling by the customer during transportation or use.

Damage during transportation: If the damage occurs during transportation, the customer needs to inspect the goods on the spot when receiving them and promptly claim the damage from the transportation company; transportation damage beyond the statute of limitations is not covered by the warranty.

Non-Quality Problems: The warranty also does not apply if the defects are caused by customer-defined configurations, external factors (e.g., environmental issues), or compatibility issues with external equipment.

Expired warranty: If the problem occurs outside the warranty period specified in the contract, the related repair or replacement service will no longer apply.

Professional Installation Guidance

Our after-sales team has a wealth of professional knowledge and practical experience, in order to ensure that customers can successfully install and use the product, we provide technical support and troubleshooting services, and can quickly respond to all kinds of technical needs of customers.

If you encounter any problems in the process of product installation and use, we will provide you with technical support through a variety of ways:

1. Real-time online communication

When customers encounter problems, you can directly connect to our technical team, technical experts can provide one-on-one online guidance through video calls, telephone and other ways. If some of the products support remote connection for equipment diagnosis, technical experts will also directly remote debugging equipment.

2. Video Demonstration

For complex operation or equipment debugging, we provide detailed instruction video to help customers understand the correct operation steps.

3. Frequently asked questions and technical information

In order to help customers quickly get started and deal with common problems, we generally provide product technical manuals, FAQ documents on our website, covering product installation, commissioning and common troubleshooting methods.

4. Maintenance Program

Our technical team will provide maintenance programs and suggestions based on product characteristics and customers' actual usage to help customers extend the service life of their equipment and ensure optimal performance.

Regular collection of customer feedback

After product delivery, we regularly conduct customer satisfaction surveys to understand any problems encountered by customers in the process of using the product and collect suggestions for product improvement. Our relationship with our customers is not just a simple transaction, but rather a long term communication to build a solid partnership. Through continuous interaction, we constantly obtain first-hand information on market data and changes in product demand, so that we can make adjustments to our products, quickly present new products to our partners, and help our customers grow steadily.

Question 3

Are the prices you offer guaranteed for the long term?

Accepted Answer

Our prices are valid for a specific period of time, and you can sign a long-term cooperation agreement with us to ensure stable prices and supplies.

Question 4

What marketing support can I get from you?

Accepted Answer

We offer marketing support such as marketing analysis, product brochures and pictures to help you promote products. If necessary, our professional marketing team can help you with brand planning and campaign strategy.

Question 5

How can I keep up with your latest products or promotions?

Accepted Answer

You can subscribe to our website, we send you emails when we update new products; meanwhile we have active social media accounts on LinkedIn, youtube, facebook, TikTok, twitter, Instagram, etc. You are welcome to follow us and get the latest information about our company and products.

Question 6

Why your price is higher than other suppliers?

Accepted Answer

Different products has different price, although the same product which use different fabric and workmanship will have different price, as suppliers, we promise to provide the best pre-sales and after-sales service for the customers!

Question 7

Do your products meet the standards of my country? Do you provide export related documents?

Accepted Answer

We have CE, UL, ROHS, CSA, CUPC certificates and can provide you with copy of the certificates for your country and region.If you need other specific certificates, feel free to contact us!

And we provide relevant export documents for each order, including invoice, packing list, certificate of origin, etc. to ensure smooth customs clearance.

Question 8

Could you put our logo on the packing of the products?

Accepted Answer

Yes, it is easy to print your logo on the package of the product, we provide OEM service.

All of our products can be packaged according to your requirements, but your order needs to reach the MOQ.

Question 9

What's your shipment terms?Price terms? And how to pay?

Accepted Answer

First, we offer a variety of shipping methods. Usually, we send samples by air or express (DHL,UPS,FEDEX,TNT,EMS). If the order is larger, it will be shipped by sea.

Second we offer EXW / FOB/ CFR / CIF .

Third, usually you should pay 30% deposit before production, the balance paid before shipping. For rhe small order, you need to pay the whole payment before production. Small amount: Western union, Paypal; Big amount:T/T, D/P, L/C, O/A.

Question 10

Are you a factory or trading company?

Accepted Answer

We are a manufactory & trading company.

We have professional team of workers, service and inspection, and we have own tub factories.