At Onsen, we prioritize two things above all else: listening to our customers and providing excellent customer service.

Listening to our customers means designing products based on the customer feedback we’ve received, such as adding a 12-volt ignition feature to our water heaters and including a premium quality showerhead.

Excellent customer service means providing local customer support based in the US and Canada, free shipping on all orders over $99 USD, and hassle-free returns.

Great question. Our water heaters are the only ones on the market to come equipped with a 12-volt ignition system in case your D batteries run out of power while you’re off-the-grid. This means that your Onsen water heater can still function using the 12-volt battery at times when running out to the store to get new batteries just isn’t an option.

It all depends on your needs! For example, will you be using your Onsen only during the summer, or from spring until fall? Are you looking for a unit that will accommodate multiple simultaneous uses? Is portability an important feature for you? For more help on selecting the right water heater for your needs, check out our page: Find out which Onsen is right for you.

Onsen portable water heaters were designed for outdoor use only. They are not safe to be used indoors as there is no way to safely exhaust the gas outside.

Onsen portable water heaters require a minimum water pressure of 10 PSI for the flame to ignite. To meet those needs, you can rely on city water pressure, a water pump or a gravity-fed system. Note that the water heater may not work properly on a gravity-fed system if the water pressure doesn’t meet the minimum requirement of 10 PSI. In that case, you’ll need to install a water pump.

To prevent freezing damage, it’s important to properly drain your Onsen water heater by blowing compressed air into the water inlet of the unit. In doing so, all remaining water trapped in the piping of the heat exchanger will drain from the water outlet. Once that step is completed, store your Onsen unit in a warm area until spring.

Yes. The pump is equipped with a pressure switch. This means that when a tap or showerhead is on, the pump senses a drop in pressure and automatically starts supplying water. This makes our water pump both convenient and energy-efficient.

Our water pump has a maximum suction lift of 6 feet.

For more help on specific issues concerning your Onsen product, please refer to our troubleshooting page.

We accept all major credit cards, as well as Interac, Paypal, Google Pay and Apple Pay.

All orders of $99 USD or more include free shipping.

Absolutely. Once your order ships, you’ll receive a tracking number by e-mail.

We’d be happy to help you in any way we can. E-mail us at info@onsenproducts.com or use our online form and we’ll get back to you shortly

We’re sorry you were disappointed with your purchase. We offer a 60-day refund guarantee on all orders.

We’re sorry our products didn’t meet your expectations. E-mail us at info@onsenproducts.com or use our online form to get in touch with us. Once your return is approved, we’ll provide you with a Return Authorization (RA) number, along with instructions on how to return the product.