ECOVACS FAQS

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: 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.

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.

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.

Q: Can I modify my delivery address?

A: Delivery address modification is not supported at the moment. If you need to modify your delivery address, we recommend that you cancel the existing order first and then place a new order.

Q: Why was my payment rejected?

A: As your payment needs to go through a credit supervision process by a third party which has detected the potential risk with your payment account, your payment was rejected as result. We recommend that you switch to other payment modes. Thank you for understanding!

Q: Can I cancel my order?

A: If you need to cancel your order, please confirm your order status with our customer service staff first. You can cancel your order if it has not been processed in the ECOVACS system. Your order cannot be canceled if we are already putting your order together.

Q: Which payment terms do you accept?

A: We support a variety of payment terms including PayPal, Visa, MasterCard, AMEX, O pay, Apple Pay, and GooglePay.

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.

 

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