Customer care3 specialists online
Every issue
has an owner.
A single support center for individuals and distributors: warranty, spare parts, installation, orders and logistics. With an assigned owner and a committed response time.
24 hresponse to individuals
4 hresponse to distributors
25 añosceramic warranty
98%first contact resolution
What's new
New CATO Care Center in Monterrey: a single queue for customers and distributorsSupport chat with direct handoff to a specialist on WhatsAppA zone account executive assigned to every active accountOriginal spare parts with guaranteed equivalence on discontinued linesNew CATO Care Center in Monterrey: a single queue for customers and distributorsSupport chat with direct handoff to a specialist on WhatsAppA zone account executive assigned to every active accountOriginal spare parts with guaranteed equivalence on discontinued lines
Two support tracksTell us who you are and
Tell us who you are and
the right team takes over.
Support chatWe classify your issue and, if it's covered by warranty, connect you with a human specialist.
PhoneA direct line for warranty, spare parts and installation.
WhatsAppSend a photo of the part or the serial label and we'll tell you the exact spare part.
EmailFor cases with documentation: invoices, photos and proof of purchase.
Open your case
Tell us what happened with your CATO product.
Ceramic warranty, spare parts, installation questions or model identification. If you have the serial label handy, resolution is faster.
01
You tell us who you are
Customer or distributor: the route and the team change.
02
You describe the issue
With a model or account number, diagnosis is faster.
03
You get an owner
Every case has a name, a committed date and follow-up through to closure.
Your data is used only to follow up on this case. See the privacy notice.
How we resolve casesA process with an owner
A process with an owner
and a date.
01You register the caseChat, WhatsApp or form. Your case reaches us right away.Immediate
02DiagnosisA specialist reviews photos and model, and confirms if warranty or a spare part applies.Under 24 h
03ResolutionSpare part shipment, part replacement or a step-by-step installation guide.3 to 5 business days
04Closure and verificationWe confirm with you that the issue was resolved before closing the case.Follow-up at 15 days
Frequently asked questionsWhat we get asked
What we get asked
most every week.
If your case isn't here, the chat classifies it and routes it to the right team without you repeating the information.
CATO Care CenterAv. Industrias 400, Parque Industrial
Monterrey, Nuevo León, MéxicoMonday to Friday 8:00 AM – 6:00 PM · Saturday 9:00 AM – 2:00 PM (CST)
It covers manufacturing defects in the ceramic piece: cracks, porosity and original deformation. It does not cover impact damage, incorrect installation or the use of abrasive chemicals. Proof of purchase is required.