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Shipping and Refund FAQ

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Shipping and Delievery

Shipping is free with the purchase of any Roborock vacuum.

  1. How do I track a delivery?

Once your order has shipped, you will receive a notification email with your tracking number and carrier details.

  1. How will my delivery be shipped?

Our shipping methods include FedEx, UPS, USPS, and Amazon logistics US.

  1. I ordered more than one item. Will everything all be delivered at the same time?

All efforts are made to ensure your items reach you at the same time. However, some delivery differences may arise due to varying shipping options used for different products. Once an item has been shipped, you will receive a shipment notification email.

  1. What do I need to do if I have questions about my order?

Go to Contact Us on the My Orders page, choose your model and issue type. You can add more details about your issue in the text box if required. Click Submit to send your message to Roborock support.

  1. What countries do you ship to?

Products can only be delivered to locations in the Continental United States. Delivery is not possible to Alaska, Hawaii, Puerto Rico, U.S.V.I., etc.

  1. How long does it take to ship?

Products are typically shipped in 3-5 weekdays after receiving an order. 

  1. What if I don't receive my package?

If your tracking status shows Delivered, but you have not received your package, go to Contact Us on the My Orders page. Choose your product model, and in the Issue Type section, choose Shipping, then submit your problem.

If you have not received a shipping confirmation email after nine days of placing your order, follow the steps above. 

  1. Can I change the delivery address of my package after it has been shipped?

No. Addresses cannot be changed once the product is en-route.

Returns and Replacements

  1. How long is the return/replacement window for any products I have bought?

Products can be returned for any reason with 30 days of delivery. If you are returning due to a product fault, Roborock will be responsible for the shipping cost. However, for any other warranty claims, you are responsible for shipping costs.

  1. What is the process for returning my product and getting a replacement?

Go to Contact Us on the My Orders page, choose your model and choose Returns & Replacements. You can add more details in the text box if required. Click Submit to send your message to Roborock support. The Roborock customer service team will contact you within 24 hours to discuss any problems you are experiencing. They may also provide troubleshooting solutions and request additional information before proceeding to arrange a product return.

  1. How long until I receive my refund?

Refunds will be provided 2-3 days after receiving a returned product. If you have any questions or need additional support, go to Contact Us on the My Orders page, choose your model and choose Returns & Replacements. You can add more details in the text box if required. Click Submit to send your message to Roborock support.

  1. Do I need to keep any of the boxes for returns & refunds?

Yes, all accessories and the original packaging are required for any returns and refunds. A penalty may be imposed if any accessories are missing.

  1. How long is the Roborock warranty?

All Roborock products have a one-year warranty. For more detailed information, please see the Warranty page.