Shipping and Refund FAQ

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.

2. How will my delivery be shipped?

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

3. 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.

4. 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.

5. What countries do you ship to?

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

6. 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. 

7. 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. 

2. 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.

3. 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.

4. 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.

5. How long is the Roborock warranty?

All Roborock products have a one-year warranty(For new devices only)

. For more detailed information, please see the Warranty page.

Online Store Warranty

This Limited Warranty applies to the machines sold by Roborock Technology Co.,Ltd ("Roborock") and not to accessories or other consumable items, such as filters or brushes. Roborock’s warranty obligations are to the original purchaser (hereinafter referred to as "you") only. This Limited Warranty cannot be assigned or transferred. This Limited Warranty is limited to the terms set forth below. 

NEW MACHINES Limited Warranty - Roborock Technology Co. Ltd warrants your Roborock Machine from defects in materials and workmanship as it is used under normal conditions for ONE (1) year from the date of original retail purchase. This Limited Warranty applies only to new machines purchased at ROBOROCK US website official store  and it's suitable for Roborock Return Policy that items can be returned within 30 days of receipt of shipment in most cases. 

PROOF OF PURCHASE - To make a claim under our Limited Warranty, you must first show us the date on which you purchased the Roborock machine. Your bill of sale or similar document is sufficient. If you are unable to show us the original date of purchase, the time periods in this Limited Warranty will start on the date we shipped your Roborock machine from our factory. 

EXCLUSIONS - This Limited Warranty does not cover

(a) defects of consumable parts, such as batteries, unless the consumable part has been damaged due to a defect in materials or workmanship in a non-consumable part of the machine(s);

(b) defects due to normal wear and tear and cosmetic damage, including, but not limited to, scratches, dents and broken plastic;

(c) defects caused by misuse, accident (including, without limitation, collision, fire, and the liquid), neglect, abuse, unusual stress, modification, improper or unauthorized repair, installation, wiring, or testing, alterations not approved by us, improper repairs or service, or use of improper parts and accessories not supplied by us;

(d) defects caused by machine operation beyond be the permitted or intended uses described by Roborock;

(e) defects caused by use with non-Roborock machines;

(f) defects of any non-Roborock machines, even if packaged or sold with the Machine(s);

(g) defects due to or of modifications of the firmware or software of the Machine(s) by anyone other than Roborock (Roborock reserves the right to disable the Machine(s) if Roborock suspects fraud or if Roborock determines that the Machine(s) are counterfeit, stolen or lost in shipment);

(h) defects due to misuse or failure to follow the operating instructions, and failure to perform recommended maintenance;

(i) defects in parts that must be replaced periodically;

or (j) defects due to use in any other manners than normal and expected use.

Roborock is not responsible for damage arising from failure to follow instructions relating to the use of the Machine(s). You are responsible for (a) proper use of our machine, (b) routine preventative maintenance and (c) following proper machine handling recommendations provided in our instruction manual, quick start guide and on our website.

CUSTOMER SERVICE - Please click the “Contact Us” on My Orders page or contact Customer Service: support@roborock.com to determine your problem and the next steps. Roborock Technology Co. Ltd and its suppliers' entire liability and your exclusive remedy shall be, at our option, either (i) repair the Machines; (ii) replace the Machines with a new or refurbished Machines (replacement Machines being of identical model or equivalent functions); or (iii) provide to you a refund of the price you paid for the Machines (excluding taxes and shipping costs). Any Machines that are repaired or replaced under this Limited Warranty will have warranty coverage under this Limited Warranty for the longer of: (a) 90 days from the date of repair or replacement; or (b) the remaining original Warranty Period. Replacement parts used in the repair of the Machines may be new, equivalent to new, or refurbished.

NO OTHER WARRANTIES - Roborock Technology Co. Ltd does not warrant the functions contained in the Roborock machine will meet your requirements. The entire risk as to the quality and performance of the ROBOROCK machine is with you. To the maximum extent permitted by applicable law, Roborock Technology Co. Ltd and its suppliers disclaim all other warranties, either express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose, with regard to the Roborock machine and the accompanying written materials. This Limited Warranty gives you specific legal rights. You may have other rights which vary between states/jurisdictions.

NO LIABILITY FOR CONSEQUENTIAL DAMAGES - To the maximum extent permitted by applicable law, in no event shall Roborock Technology Co. Ltd or its suppliers be liable for any damages whatsoever (including without limitation, damages for loss of business profits, business interruption, loss of business information, or any other pecuniary loss) arising out of the use, inability to use the ROBOROCK machine, even if Roborock Technology Co. Ltd has been advised of the possibility of such damages. Because some states/jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you.

Shipping and Refund FAQ

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.

2. How will my delivery be shipped?

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

3. 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.

4. 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.

5. What countries do you ship to?

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

6. 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. 

7. 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. 

2. 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.

3. 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.

4. 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.

5. How long is the Roborock warranty?

All Roborock products have a one-year warranty(For new devices only)

. For more detailed information, please see the Warranty page.