ECOVACS FAQS

 

Account

Q: Can I checkout as guest?

A: Yes, you can checkout as guest. But for registered customers, you can get 5% off your first order to subscribe and sign up by click here.

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: Can I change my email address?

A: Currently we do only support change the email address you typed when you place order, but for change the account, we only support change by yourself via APP currently. Please be careful when you fill in the email address.

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: Our website provides a 5% discount coupon for first order(except new release X1 and T10 series) by clicking here to register and subscribe at Ecovacs.

You may fill your coupon code in the corresponding blank and click "apply" to use it at the checkout page.

The coupon value will be deducted after you click "pay now". We would like to remind you that the coupon code can be used ONLY ONCE. So please continue completing the payment for the order after the code is used.

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.), PayPal, 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: Why my payment was failed?

A: Failed payment has so many reasons, to make sure your issue can be fixed as soon as possible, please check as our steps first:

1. Sometimes the information you typed is incorrect, please check your card number, expiration date, CVV, etc.

2. Please check whether the card is permitted to do the international transaction;

3. Please check whether the total amount is over the single transaction amount;

4. Please check whether the order value is over the daily transaction amount;

5. Please check whether you've passed 3Ds authorization;

If the payment is still failed after checking via our steps, please contact our customer service.

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'll process your order in 1-3 business days. And you can receive it around 2-8 business days after it is shipped. Sometimes may longer especially during activities.

Q: How to calculate shipping costs?

A: We offer FREE shipping on all orders over AUD 49. But if not, we’ll charge AUD 9.17 per package (including 10% GST already).

Q: What countries or regions do you ship to?

A: We ship to all places in Australia territory. Please put the completely shipping address to make sure that your order can be delivered successfully.

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 Australia post to deliver your order, please click here to track order.

Return & Refunds

Q: How do I return or exchange an item?

A: Merchandise purchased at the Ecovacs Online Store can be returned within 30 days upon purchase even you don’t like it. If a merchandise is returned not due to a quality issue, you are required to bear the delivery cost. Please contact our customer service to check more details.

Q: Who is responsible for return postage?

A: We afford the return shipping fee due to the quality issue. But if not, you are required to bear the delivery cost.  

Q: How long does it take for my refund or exchange?

A: We’ll initiate the process after we checked and confirmed the returned products. Normally it will take around 5-7 business days after we received the returned products. You can contact our customer service to check the details.

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!

 

CONTACT US

E-mail: support.au@service.ecovacs.com

Tel: 1800961314

Working time: Mon-Sun, 9:00 - 21:00 AEDT 8:00 - 20:00 AEST