Account

Q: Can I checkout as guest?

A: Users can purchase items in APAC Parts online shop as guest or creating a new account. We recommend you to register account in APAC Parts online shop, which will be convenient for you to check your purchase information and purchase history.

Q: Should I still need to create account in APAC Parts online even if I have account in ECOVACS Home App?

A: Yes. The user's registered account on ECOVACS Home APP and the registered account on APAC Parts online store are totally independent of each other.

Q: How can I edit or reset my password?

A: Changing or resetting your password is supported. You can sign in to your account on the Online Store first and then change your password. If you have forgotten your password, you can reset your password by clicking 'Forgot Password' on the sign-in page.

Q: Why have I not received an order confirmation email?

A: Please check whether the email address you filled in is correct or whether our email has been blocked. Sometimes it will be added into your spam/junk folder, please check also.

Q: Where can I view the invoice?

A: After you have successfully purchased your merchandise at the Ecovacs Online Store, we will send you an email including your order information and your invoice information to your email box.

Coupon & Discount

Q: How to get & use a coupon?

A: We will prepare some promotional activities from time to time, you can get discount codes through the activities.

Please note that only one discount code can be used for one order.

Q: Why isn't my coupon code applying?

A: Firstly, please be sure that your coupon code has already been added successfully. Also please be sure that the coupon code has not expired.

Q: Can I share my discount code with someone else?

A: That will be much appreciated if you are willing to share it with a friend.

Payment

Q: Which payment method do you accept?

A: We offer credit cards (including Visa, MasterCard, AMEX, etc.), etc. We’re preparing to add more payment methods, please stay tuned!

Q: Why was my payment rejected?

A: As your payment was not passed the risk control from our payment platform, we suggest you switch to other payment method.

Q: Can I buy and pay in installment?

A: No, we do not accept pay in installment. We’ll consider to add in the future, please keep focus.

Orders

Q: What is Pre-order?

A: Pre-order means the longer preparing time which we’ve noted on our product page. Please pay more attention to it.

Q: Can I add something else to my order?

A: Definitely! Just go ahead and place a new order. But you’ll receive 2 orders separately.

Q: Can I modify my delivery address?

A: Delivery address modification is accepted before the order is shipped. Please contact our customer service directly.

Q: Can I cancel my order?

A: Orders can be cancelled before it is shipped. Please contact our customer service about your order status first!

Q: Why my order still not shipped?

A: Usually it takes about 1-3 business days to prepare for your order since a perfect product needs a reasonable preparing period.

Please be assured that once your order is completed, we will arrange for shipment immediately and send you a shipment notification. If you don't receive the confirmation email till the estimated shipping date, please contact us.

Q: How do I know that my order has been shipped?

A: Once your order is shipped, you will get a shipment notification automatically. That's how convenient it is! So just sit back, relax until you get your orders on hand!

Q: How can I locate my order?

A: If you are a registered user, you can view your order after signing into the Ecovacs Online Store or via order confirmation email. If you made your purchase as a visitor, you can only view your order via order confirmation email.

Shipping & Delivery

Q: When can I receive my order?

A: We will process your order within 1-3 business days. After the order is shipped, it generally takes about 15~20 working days to arrive.

All ECOVACS orders are shipped out directly from our warehouse in Suzhou China to your country by air freight, the estimated delivery date is provided on our website. However, it may be affected by the COVID-19, or any other complications outside of ECOVACS’s control.

Q: How to calculate shipping costs?

A: The shipping fee is automatically calculated by the system based on your region and the weight of the product you purchased. You can check the shipping fee you need to pay on the checkout page.

Q: What countries or regions do you ship to?

A: We previously supported mailing to Indonesia, Vietnam, Malaysia, Singapore, Thailand.

There will be no more charges once you have placed your order successfully. In rare cases, there may be VAT or other taxes, customs duties or fees levied by your destination country, which you can learn from your local customs policy. If need other assistance, contact our customer service by writing the email to support-APAC@ecovacs.com

Q: Do you ship to my home address or I need go somewhere to pick it up?

A: We’ll deliver your order to your home directly. But if nobody at home, courier will put it into pick-up station which you need to self-pick up. So please put in the correct shipping address where you are convenient to get the parcel.

Q: How to track order?

A: Normally we use China Post to deliver your order, if you would like to track the order states, please contact us by support-APAC@ecovacs.com

 

 

Return & Refunds

Q: How do I return or exchange an item?

We are very sorry that we do not currently support returns and exchanges. Since we use overseas purchases and mailings, we do not support return and exchange services for the time being. Please pay attention to your product model when purchasing again to avoid any loss caused by purchasing an unsuitable model.

Q: How long does it take for my refund?

A: We only support refunds for cancelled orders. We will arrange a refund within 3 business days of receiving your refund request.

Q: What should I do if my refund is incorrect?

A: Please contact our Customer Service and we'll try and sort it out for you as soon as possible.

 

If you can't find the answer you are looking for here, please contact our customer service team immediately and we will help you with any questions you may have as soon as possible. Thank you!

 

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