FAQ
Q: How can I check my order status?
A: You can log in to your account and navigate to the "Order History" section to view the real-time status of your order. After your order is shipped, a shipping confirmation with a tracking number will be sent to your registered email. You can use this tracking number to query the delivery progress on the logistics carrier's official website. If you placed an order as a guest, you can check the order status by entering your order number and contact email in the "Guest Order Tracking" section on the homepage.
Q: What payment methods are supported?
A: We support a variety of secure payment methods, including major credit cards (Visa, Mastercard, American Express), debit cards, and mainstream digital payment platforms. All payments are processed through a professional third-party payment system to ensure the security of your payment information. We will not store your complete payment card details.
Q: Can I cancel or modify my order after payment?
A: Order cancellation or modification is only allowed within 24 hours of successful payment and before the order is processed. To cancel or modify an order, please log in to your account, find the relevant order, and submit a cancellation/modification request. If the order has been processed or shipped, we cannot cancel or modify it. You can refer to our Return and Refund Policy for return procedures after receiving the goods.
Product Usage & Setup
Q: How to set up and connect the robot vacuum?
A: Each robot vacuum comes with a detailed user manual that includes step-by-step setup instructions. Generally, the setup process includes: 1) Charging the robot vacuum fully; 2) Downloading the supporting mobile app and registering an account; 3) Turning on the robot vacuum and following the app prompts to complete Wi-Fi connection and device binding. If you encounter difficulties during setup, you can view the video tutorials on the product page or the app's help center.
Q: What floor types are compatible with the robot vacuum?
A: Most of our robot vacuums are compatible with common household floor types, including hardwood floors, tiles, short-pile carpets, and laminates. However, it should be noted that long-pile carpets (pile height exceeding 2cm) may affect the cleaning effect and movement of the robot. For specific applicable floor types, please refer to the product detail page or user manual. It is recommended to remove large obstacles (such as wires, toys) on the floor before use to avoid tangling or malfunction.
Q: How to maintain the robot vacuum to ensure its performance?
A: Regular maintenance is essential for the stable operation of the robot vacuum. Key maintenance points include: 1) Cleaning the dust box after each use to avoid blockage; 2) Replacing the filter element every 2-3 months (or as needed if used frequently); 3) Cleaning the brush roller and side brushes regularly to remove hair and debris; 4) Keeping the charging contacts of the robot and charging dock clean to ensure normal charging. Detailed maintenance instructions and recommended replacement cycles are provided in the user manual.
Shipping & Receipt
Q: How long will it take for my order to be shipped?
A: For most in-stock robot vacuums and accessories, the processing time is 1-3 business days (excluding weekends and public holidays). This includes pre-shipment functional inspections to ensure product quality. After processing, the delivery time depends on the shipping method you choose: standard shipping takes 3-7 business days for domestic orders, and expedited shipping takes 1-4 business days.
Q: Do you offer international shipping?
A: Yes, we provide shipping services to selected international regions. When you enter your shipping address at checkout, the system will automatically confirm whether the region is within the shipping scope. International shipping time is generally 7-18 business days. Please note that import duties, taxes, and customs fees are not included in the shipping fee and need to be borne by the recipient. It is recommended that you understand the local customs policies on electronic products before placing an order.
After-Sales & Warranty
Q: What is the warranty policy for robot vacuums?
A: Our robot vacuums come with a standard warranty period (specific duration is indicated on the product detail page), which covers manufacturing defects and functional malfunctions under normal use. The warranty does not include damage caused by improper use, unauthorized disassembly, accidental drops, or natural wear and tear. Accessories (such as brushes, filter elements) are usually covered by a shorter warranty period or are non-warrantable consumables.
Q: What should I do if the robot vacuum malfunctions?
A: If your robot vacuum malfunctions during the warranty period, please first refer to the "Troubleshooting" section in the user manual to solve common problems (such as poor suction, failure to charge, or connection issues). If the problem cannot be resolved, you can apply for after-sales service through your account. Please provide the order number, product model, and detailed descriptions (or photos/videos) of the malfunction to facilitate quick processing. Our after-sales team will review your application and provide solutions such as repair, replacement, or refund according to the fault situation.