FAQ

We offer following delivery methods throughout Ukraine:

Delivery times depend on selected method and your location:

Track order status several ways:

TTN (waybill) is unique shipment number allowing:

• Track package location in real time
• Find out when product arrives at your branch
• Redirect shipment to another city (if needed)
• Change recipient or delivery method

When receive TTN?
TTN number sent automatically to your email and SMS within 2-4 hours after product shipment from warehouse.

How to use:
Go to delivery service website (novaposhta.ua or ukrposhta.ua), enter TTN number in search field for tracking.

Yes, delivery address can be changed, but there are certain limitations:

Nova Poshta branch delivery - most popular delivery method in Ukraine:

1. Select branch - When placing order specify convenient Nova Poshta branch
2. We ship product - Within 1-2 days prepare and ship your order
3. Receive SMS - When package arrives, you receive SMS notification from Nova Poshta
4. Pick up product - Come to branch with passport. Free storage - 5 days

Yes, you can change receiving city, but procedure depends on delivery stage:

Yes, according to Ukrainian Law "On Consumer Rights Protection":

On santehpoliv.com site such products include:

• Pipes - PVC, PE, metal-plastic (cut to size)
• Garden hoses - garden, technical (by meter)
• Agro fabric and film - cut rolls
• Drip tape and tubing - cut to size
• Cable products - pump cables

By ordering measured product, you confirm agreement that such product of proper quality not subject to return.

Yes, all products come with official manufacturer warranty:

Warranty NOT covers defects resulting from:

• Hydraulic shock - exceeding permissible system operating pressure
• Incorrect installation - absence of pressure reducers, coarse filters
• Water freezing - water not drained from system for winter
• Mechanical damage - impacts, cuts, rodent damage
• Natural wear - sealing rings, gaskets, membranes

More about warranty terms in Terms of Use.

1. Contact us within 14 days from receipt moment
2. Report return reason and order number
3. Get address for sending product back
4. Send product in original packaging
5. After verification receive refund (up to 7 business days)

If discovered damage:

1. Ask branch employee to inspect package
2. Complete Damage Report in carrier representative presence
3. Take photos of damage and packaging
4. Contact us within 24 hours
5. We'll send replacement or refund money

According to Ukrainian legislation, quality product return period:

Return conditions:

• Product not in use
• Preserved merchandise appearance, packaging, labels
• All accessories and documents present
• No installation or operation traces

For warranty service follow these steps:

1. Contact us - Describe problem and provide order number
2. Get instructions - We'll specify service center address or request product for check
3. Send product - With warranty card and receipt/waybill
4. Wait for examination - Check time: 5-14 days
5. Receive decision - Repair, replacement or refund

Three registration methods:

• 1. Email - Click "Register", fill form, confirm email
• 2. Google - Click "Login through Google", authorize
• 3. При замовленні - Automatically during first order checkout

Yes! You can login through Google OAuth - fast and secure.

• ✓ All order history with repeat order option
• ✓ Saved delivery addresses - fast checkout
• ✓ Personal discounts and VIP prices
• ✓ Favorites list
• ✓ Quick order status view
• ✓ Accumulative bonuses (in development)

1. Log in to personal account
2. Go to "Delivery addresses" section
3. Click "Add new address"
4. Fill form (city, branch, delivery type)
5. Save address with optional name ("Home", "Work")

All your orders available in personal account:

• Login to site → "My profile" → "My orders"
• View status, contents, cost of each order
• Download waybills and invoices
• Repeat previous orders with one click

1. Click "Login" → "Forgot password?"
2. Enter email specified during registration
3. Check mail - receive letter with link
4. Follow link (valid 24 hours)
5. Enter new password twice

According to GDPR you have right to delete personal data:

1. Personal account → Settings → Privacy
2. Click "Delete account"
3. Confirm decision
4. Receive email with final confirmation

The website shows real-time stock availability:

Stock levels are updated in real time.

Yes, all products come with official manufacturer warranty:

A warranty card is included with every order.

We'll help you find the best irrigation system:

• Free consultation by phone or chat with a manager
• Material calculation based on your plot layout
• Component selection for specific crops
• Installation and setup recommendations

Yes, we can order products on request:

• Contact us and describe what you need
• We'll locate the product through our suppliers
• We'll confirm the price and delivery timeframe
• We'll place the order after your approval

Typical delivery time for special orders: 5–14 business days.

Full product information is available:

• On the product page under the "Description" and "Specifications" tabs
• In the manufacturer's documentation (downloadable PDF)
• In the "Reviews" section with answers to other customers' questions
• Through the "Compare" feature for similar products

For additional information, contact our manager.

Yes, we work with wholesale buyers and offer:

• 5% or more discount on orders of 5,000 UAH or more
• 10% or more discount on orders of 15,000 UAH or more
• Custom terms for regular wholesale customers
• Deferred payment for verified partners
• Bank transfer with or without VAT

We recommend drip irrigation for greenhouses for the following reasons:

• Saves up to 70% of water compared to conventional watering
• Water is delivered directly to the root zone
• Reduces air humidity — preventing fungal diseases
• Allows fertilizer delivery with watering (fertigation)
• Can be automated with timers

The formula is simple:

Example calculation for a 10×20 meter plot:

• Row spacing: 0.7 m = 14 rows
• Row length: 20 m
• Total: 14 × 20 = 280 m
• With 10% reserve: 308 m

Send us your plot dimensions — we'll provide an accurate calculation free of charge.

It depends on your water source and the area being irrigated:

Automating irrigation is straightforward:

1. Choose a timer (mechanical or electronic)
2. Install it at the system inlet after the valve
3. Set the start time and watering duration
4. For electronic timers — program a weekly schedule

Other systems are better suited for lawns:

• Sprinkler irrigation - sprinklers for even coverage of large areas
• Rotor sprinklers - for lawns of 100 m² or more, radius up to 15 m
• Fixed sprinklers - for small lawns and irregular shapes

Drip irrigation is rarely used for lawns because of:

• High tape consumption due to dense spacing
• Uneven watering between rows
• Difficult maintenance under the lawn surface

Proper winterization will extend your system's lifespan:

1. Shut off the water supply and drain any remaining water from the pipes
2. Blow out the system with a compressor (0.5–1 atm)
3. Remove and store indoors: timers, filters, pressure regulators
4. Drip tape can be left in place or coiled up
5. PE main pipes should ideally be removed or thoroughly blown out

Emitter prevention and cleaning:

Our prices are based on the following:

• Purchase cost from manufacturers and distributors
• Logistics costs (delivery to warehouse, storage)
• Minimal markup for competitive pricing
• Seasonal adjustments (off-season discounts)

We offer several types of discounts:

VIP pricing means special reduced prices for loyal customers:

• Automatically applied after 3 orders
• Discounts from 3% to 10% depending on total purchases
• Displayed immediately upon signing in
• Apply to the full product range, including sale items

To apply a promo code:

1. Add items to your cart
2. Proceed to checkout
3. Find the "Promo Code" field on the cart page
4. Enter the code and click "Apply"
5. The discount will automatically appear in the order total

The price is locked in when you place the order, not when you add items to the cart:

• Items in the cart show the current price at any given moment
• If the price changes, you'll see the updated total
• Once the order is placed, the price is locked and won't change
• Sale prices apply until the promotion ends

We recommend not delaying checkout if a product is on sale.

Free shipping is available in the following cases:

You can find current promotions:

• On the homepage — promotional banners
• In the catalog — "Sale Items" filter
• In our email newsletter — subscribe for exclusive offers
• On social media — Telegram, Instagram

Discounted products are marked with a special badge and a crossed-out original price.

Dropshipping is a business model where you sell products without maintaining your own inventory:

1. You receive an order from a customer on your website or marketplace
2. You forward the order to us along with the customer's details
3. We pack and ship the product on your behalf
4. The customer receives the package, and you keep the profit

Partnership terms:

• No minimum first order amount
• 5% or more discount on all products for dropshippers
• Free access to product photos and descriptions
• Shipment under your brand name (without our documents)
• Option to include your business cards or flyers
• Dedicated manager support for dropshippers

To get started:

1. Register on the website
2. Fill out the dropshipping application in your account
3. Our manager will contact you to discuss the details
4. Get access to dropship pricing and materials
5. Start selling!

Joining the program is free and takes 1–2 business days.

Shipping process:

1. You place an order through your account
2. You enter the recipient's details (your customer)
3. You choose the shipping type: under your brand or neutral
4. We pack and ship within 1–2 days
5. You receive a tracking number

Dropshipper discount tiers:

Yes, we provide all materials free of charge:

• High-quality product photos (no watermarks)
• Product descriptions in text and HTML formats
• Technical specifications in tables
• Catalog exports in XML, CSV, and Excel formats
• API for automatic stock and price synchronization

Return process:

• Quality products — standard return within 14 days
• You notify us about a return from your customer
• The customer ships the product to our warehouse
• We inspect the product and refund you
• You refund your customer

No, there is no minimum order amount:

• You can ship even single items
• The dropship discount applies to any order amount
• Payment on order (prepayment or cash on delivery)

This lets you start a business without significant upfront investment.

To order products wholesale, follow few simple steps:

1. Fill request form on wholesale purchasing page
2. Our manager contacts you to clarify needs
3. Receive individual commercial proposal
4. Agree terms and place order
5. Receive product with complete document package

Discount size depends on volume and order regularity:

• Basic wholesale discount when reaching minimum order volume
• Increased discount for regular customers with regular orders
• Individual terms for large purchase volumes
• Additional seasonal promotions and special offers

Minimum order amount for wholesale prices depends on product category. Our manager helps select optimal option for your business.

• For irrigation systems - separate terms
• For plumbing - separate terms
• For components and fittings - separate terms

Contact our manager for current terms.

Yes, for regular wholesale customers we offer:

• Payment deferral for legal entities and entrepreneurs
• Cashless payment with VAT
• Individual payment schedule for regular customers
• Complete accounting document package

To get wholesale price list:

1. Fill request form on wholesale purchasing page
2. Specify product categories you're interested in
3. Our manager sends current price list to your email

For wholesale orders available delivery options:

• Nova Poshta - delivery throughout Ukraine in 1-3 days
• Ukrposhta - economical option for large batches
• Warehouse pickup in Kharkiv - free
• Special delivery terms possible for large batches

Wholesale order picking time: 1-2 business days.

Yes, we work with VAT and provide complete document package:

• Tax invoice (registered in EITN)
• Packing slip
• Invoice
• Reconciliation statement on request
• Product quality certificates

For regular wholesale cooperation:

1. Register on site and fill wholesale request form
2. Our manager prepares individual terms for you
3. Sign cooperation agreement (optional)
4. Get wholesale price access in your account
5. Order products at special prices

You can reach us in several ways:

Working hours:

Typical response time depends on the channel:

For urgent inquiries, we recommend calling.

Yes, we offer free consultations:

• Choosing an irrigation system for your garden or yard
• Calculating required materials based on your plot layout
• Product comparisons and recommendations
• Installation and setup advice
• Assistance with wholesale orders

Call or write to us — our team will be happy to help!

We value your feedback:

We take your data protection seriously:

• SSL encryption for all data in transit (HTTPS)
• Compliance with GDPR and Ukrainian data protection law
• We do not share your data with third parties without your consent
• Data stored on secure servers in the EU
• Regular security audits

Yes, online payment is fully secure:

• Payments are processed through LiqPay, a licensed payment service by PrivatBank
• Payment recipient: ФОП БАЛЕНКО ОЛЕКСАНДР МИКОЛАЙОВИЧ (under Supply Agreement with ТОВ «Сантехполив»)
• 3D Secure protection from your bank
• We do NOT store your card details
• 256-bit SSL encryption
• PCI DSS certification

During payment, you are redirected to a secure bank page for verification. Learn more about payment terms in our Public Offer.

No, we do not store your bank card details:

• Card number, expiration date, CVV — are not stored
• All payments go through the secure LiqPay system
• We only receive confirmation of a successful payment
• For repeat purchases, you'll need to enter your card details again

Account security recommendations:

• Use a strong, unique password (at least 8 characters)
• Don't reuse the same password on other websites
• Sign in with Google — the most secure method
• Never share your password with anyone, including "support"
• Sign out when using shared devices

Yes, we use cookies for:

• Required - Saving your login session, cart, and preferences
• Analytical - Improving website performance (Google Analytics)
• Marketing - Personalized recommendations (with your consent)

You can manage cookies in your browser settings. Disabling essential cookies may affect how the website works.

How to identify phishing and what to do:

Official emails are sent only from the @santehpoliv.ua domain