About eufy
- Who is eufy?
eufy is creating a new generation of connected devices and appliances that will help simplify the smart home experience and make it more affordable and accessible for consumers.
- Will my money be safe when purchasing on eufy.com?
We cooperate with 3rd-party authorities with certifications (SSL to secure the web environment and Adyen to ensure payment security) to protect you when making purchases . We also select reliable delivery partners to ensure your products reach you on time.
- What's the difference between RoboVac and regular vacuums?
Just lie down and focus on things that matter to you while RoboVac keeps your home clean. Relax and say goodbye to your cleaning chores.
Orders
- Where can I find my orders?
To see your order status, go to the "My Orders" page.
For guest users, enter the Order ID listed in the confirmation email you received and your email address.
For registered customers, simply sign in to see all your orders.
- Can I change the delivery address of my package after it has been shipped out?Unfortunately, we cannot change the shipment once the product is en route, but you can cancel an order within 60 minutes and reorder with the correct details.Notes:
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If the order is canceled by the customer more than 1 hour after placing an order, the customer must bear any return shipping fees that may apply.
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If the wrong address is provided by the customer, and this leads to the package being lost or otherwise becoming unrecoverable, the customer shall bear the loss. eufy will not replace the order or issue a refund.
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Payments & Vouchers
- Which payment methods do you offer?
We accept Visa, MasterCard, and Paypal.
- How do I redeem a voucher?
During the checkout process, first save your billing and shipping address, then click "SAVE". Add your voucher's code on the next page. Click "CONTINUE TO PAYMENT" on that page to continue checkout.
- Can I redeem multiple vouchers?
No. Only one voucher can be used per order.
Shipping & Delivery
- How can I track a delivery?
Go to the My Orders page. Click "View Details" of each order to find the "Check Shipment" option on the right side of the page. Once your order has been shipped, you will receive a notification email.
- How will my delivery be shipped?
Amazon functions as our logistics partner to ship out eufy products. They will choose the carrier that they think works best for our customers.Carriers they partner with include USPS, UPS, and FedEX.
- I ordered more than one item. Will they all be delivered at the same time?
We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.
- What do I need to do when I received a different product than what I ordered?
Please contact customer support at support@eufy.com.
- My order arrived damaged
Please contact customer support at support@eufy.com.
- What countries do you ship to?
US only.
We cannot deliver to the following areas:
1. Alaska
2. American Samoa
3. Guam
4. Hawaii
5. Marshall Islands
6. Northern Mariana Islands
7. Palau
8. Puerto Rico
9. Rhode Island
10. U.S. Virgin Islands
11. Armed Forces Americas
12. Armed Forces Europe
13. Armed Forces Pacific
Thank you for your understanding.
- How long does delivery take?
3-7 business days. Note: The delivery time of pre-sale products is subject to the arrival time.
- What if i don't receive my package?
If tracking status shows "delivered", yet you have not received your package, please contact customer support at support@eufy.com.
If after 9 days from placing your order, you do not have any update on shipping and have not received your package, please contact customer support at support@eufy.com.
If any packages get lost in transit, we will open a case with our logistic partner Amazon, as they assume responsibility for shipping our inventory out of their warehouse.
It normally takes 10 business days for Amazon to finish their investigation of the issue. After they have finished, we will be able to send a replacement or process a full refund.
- Can I change the delivery address of my package after it has been shipped out?
Unfortunately, we cannot change the shipment once the product is en route.
Returns & Exchange
- How long do I have the right to return or exchange items I've bought?
We provide a 30-day Money-Back Guarantee, regardless of reason.Undamaged products may be returned for a full refund for any reason within 30 days of the date of purchase. For more information, please see our Warranty page.
- Who pays for return shipping costs?
For non-quality related warranty claims, the buyer is responsible for shipping costs. For more information, please see the Warranty page.
- What is the return and exchange process?
Contact our customer support team to get started and to verify the problems you're experiencing.
They might provide troubleshooting solutions and ask for a specific order or related related information.
It might be necessary to return the item.
You can see further information on our Warranty page here.
- When will I receive my refund?
Once your package reaches us, we will process your refund as quickly as possible. If you have any questions or need additional support with your refund, please contact support@eufy.com.
- Do I need to keep any of the boxes to return & refund?
Yes, returns must include all accessories and the original packaging. For more information, please see the Warranty page.
- How long is the warranty period on my eufy item?
It varies for each product. For more information, please see the Warranty page.