ECOVACS FAQS
Account
Q: Can I checkout as guest?
A: Yes, you can checkout as guest. But customers who register an account enjoy 5000 points to use! Sign up here
Q: How can I edit or reset my password?
A: If you just want to change your password, you may log in to your ECOVACS account and find the link to change password. If you have forgotten your password, you can reset your password by clicking the ‘forgot password’ link on the sign-in page. If you just want to change your password, you may log in to your ECOVACS account and find the link to change password. If you have forgotten your password, you can reset your password by clicking the ‘forgot password’ link on the sign-in page.
Q: Why have I not received an order confirmation email?
A: Please check whether your email address is filled in correctly, as we’ve noticed often it’s the simple solutions! Failing that, check your junk mail folder in case your email account has wrongly identified it as spam.
Q: Can I change my email address?
A: Currently, you’re unable to change the registered email address. If you need to change email addresses, you will need to register a new account.
Q: Where can I view the invoice?
A: After successfully making a purchase on the ECOVACS online store, we’ll email your order confirmation and invoice to your inbox.
Coupon & Discount
Q: How can I use coupons?
A: When making a purchase, and landing on the checkout page, there will be a field to enter your coupon code. Enter it and hit “apply” to redeem your coupon.
The coupon value will be deducted after you hit “pay now”. NB: coupon codes may only be used once.
Q: Why isn’t my coupon code being applied?
A: If your coupon code has been successfully applied and is not expired, then we suggest contacting customer service.
Q: Can I share my discount code with someone else?
A: Of course you can! Let them know the coupon code and they can follow the same process as mentioned above to redeem the coupon.
Payment
Q: Which payment methods does ECOVACS accept?
A: We currently accept most credit cards and Paypal. We’re always looking to add more payment methods, so watch this space!
Q: Why was my payment rejected?
A: If all your payment details were correct then it’s likely your payment did not pass the automated risk management system on our payment platform. If that’s the case, we suggest switching payment method and retrying.
Q: Why did my payment fail?
A: There are quite a few possible causes of this. To resolve your issue ASAP, please check the following list:
- Double check the info you typed is correct.
- Check whether the card is international, and/or has permission to make international payments.
- Check whether there are daily limits on purchases.
- Check whether you’ve passed the verification process.
If payment still fails, please contact our friendly customer service team.
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 to my order after making payment?
A: You can purchase additional items, but please be aware they will arrive in two separate packages.
Q: Can I change my delivery address?
A: You can change your delivery address only if the order has not been shipped. This can be done by contacting our customer service.
Q: Can I cancel my order?
A: As above, an order can only be cancelled if it has not yet been shipped. If you need to cancel, please contact our customer service.
Q: Why has my order still not shipped?
A: It usually takes about 1-3 business days from the time you submit your order until when we can ship it. If the estimated shipping date arrives and you’ve still not received shipment notification, then please contact us for more info. （Note: For Pre-Order, please refer the shipping time on the product page.）
Q: How can I know when my order has been shipped?
A: Once your order has been shipped, you will automatically receive an email notification – it’s that convenient!
Q: How can I check my order status?
A: If you’re a registered ECOVACS account holder, you can view your order by signing in to the ECOVACS online store, or via your order confirmation email. If you made your purchase as a visitor, you can only view order status through the confirmation email.
Shipping & Delivery
Q: When can I receive my order?
A: Orders are processed in 1-3 business days. Once it has been shipped, it usually arrives 2-8 business days after that. But sometimes may longer, expecially the promotion time or irresistible factors such as natural disasters. （Note: For Pre-Order, please refer the shipping time on the product page.）
Q: How does ECOVACS calculate shipping costs?
A: ECOVACS provides free shipping on all orders over $69.99 after points applied, no worries, you can freely adjust the points quantity you want to apply at checkout page. If the order is less than $69.99, then shipping will be $9.9 per package, as charged by the carrier.
Q: Which countries and regions can be shipped to?
A: We ship to all states and territories! Make sure to type your address correctly to ensure smooth delivery.
Q: Will my order be shipped to my home, or will I have to go and pick it up?
A: We will have the order shipped to your home directly. If no one is home, however, it will be left at a pick-up point where you’ll need to collect it from.
Q: How can I track my delivery?
A: We normally ship with Australia Post, so you can click here to track.
Return & Refunds
Q: How do I return or exchange an item?
A: Products purchased at the ECOVACS online store can be returned within 30 days of purchasing even if you simply don’t like the product. However, if you are not returning products due to a quality issue, you will be required to bear the cost of delivery. Please contact customer service for more information.
Q: Who is responsible for return postage?
A: We will cover the cost of return shipping on all items with quality issues. For all other returns, you will need to bear the cost of return shipping.
Q: How long will it take for my refund or exchange?
A: Once we’ve checked and confirmed the return products, we’ll start the refund or exchange process. This normally takes around 5-7 days from when we receive the returned products. You’re more than welcome to contact our customer service for more information.
Q: What should I do if my refund amount is incorrect?
A: Please contact our customer service if this happens, and we’ll sort it out ASAP!
If your question is not listed above then please contact our customer service team immediately and we’ll help with any questions you might have!
CONTACT US
E-mail: support.au@service.ecovacs.com
Phone: 1800 413 680
Hours of operation: Mon – Sun, 9am to 9pm AEDT, 8am – 8pm AEST