Shipping Policy

Order Processing & Shipping Policy

All orders are processed and shipped within 2–5 business days using fully tracked courier services. Our delivery partners include USPS, UPS, and FedEx. Processing times may vary depending on the brand or manufacturer.

Order Confirmation

Once your order is placed, you will receive an order confirmation email indicating that we have received your order. We pre-authorize your payment method and confirm stock availability with our suppliers. If the item is unavailable or on backorder, we will void the pre-authorization and notify you by email. If the item is in stock, we will process the charge and prepare your order for shipment.

Order Shipment

Orders in stock will typically ship within 5 business days after processing. Tracking information will be emailed within 24 hours of shipment. If you do not receive tracking details within 6 business days, please contact us at support@therobotdirect.com.

Shipping Coverage

We currently ship within the United States. Certain products may also be available for delivery to Canada if the checkout system allows your shipping address to be entered successfully.

Changing Your Address

If your order has not yet shipped, contact us immediately to request an address change. Once shipped, we will do our best to assist, but additional courier fees for rerouting may apply and will be the customer’s responsibility.

Shipping Times

Estimated shipping times are displayed on each product page. Delivery estimates are not guaranteed and may vary due to factors outside our control, such as carrier delays or manufacturer lead times. Customers will be notified of significant delays.

Shipping Options

• Curbside Delivery: Delivered to your curb or driveway, offered free of charge for eligible orders.
• Threshold Delivery: Brought to your porch or sheltered area.
• White Glove Delivery: Delivered to a room of choice, includes basic assembly and packaging removal.

Delays

If your shipment is delayed, please contact our support team for updates. We will assist in resolving the issue in coordination with the carrier or supplier. Cancellations or chargebacks should only be filed after contacting support for resolution.

Contact Information

Business Name: The Robot Direct
Email: support@therobotdirect.com
Phone: +1 252-632-8669
Customer Service Hours: Mon–Fri, 9 AM–5 PM EST

Refund and Return Policy

Cancellations & Refunds

At The Robot Direct, customers may cancel their order any time before it ships at no cost. Exceptions apply to custom or made-to-order products.

Cancellations (Before Order Ships)

If you need to cancel an order, contact us as soon as possible so we can issue a full refund before the order leaves the warehouse. You can reach us by phone, email, or website chat during business hours.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded once production has started, as these are built specifically to customer specifications. Your product warranty ensures you receive a fully functional and operational item.

Refunds and Returns

Customers may request an exchange or return within 30 days of delivery unless otherwise specified by the manufacturer. Return eligibility varies by brand. Customers are responsible for return shipping costs and applicable restocking fees, which are 25% of the product cost.

Refunds are issued to the original payment method within 5–10 business days after inspection and approval of the returned product.

Damages

Inspect your shipment upon delivery. Report any visible damage within 24 hours by emailing photos of the packaging, product, and damage details to support@therobotdirect.com. Reports after 24 hours may not be eligible for a shipping damage claim.

Chargebacks and Dispute Resolution

If you experience an issue with your order, please contact us directly. Our support team will assist with resolutions in accordance with our refund and warranty policies. Chargebacks should only be filed if communication and standard resolution procedures have been exhausted.

Contact Information

Business Name: The Robot Direct
Email: support@therobotdirect.com
Phone: +1 252-632-8669
Customer Service Hours: Mon–Fri, 9 AM–5 PM EST

Warranty

Roborock provides a limited manufacturer warranty covering defects in materials and workmanship under normal home use. Coverage periods vary by model, generally 1–2 years for robot units and 6–12 months for accessories such as batteries, filters, and brushes.

The warranty does not cover damages resulting from misuse, accidents, unauthorized repairs, or neglect. Proof of purchase is required for all claims.

Contact Information

Business Name: The Robot Direct
Email: support@therobotdirect.com
Phone: +1 252-632-8669
Customer Service Hours: Mon–Fri, 9 AM–5 PM EST