We know how frustrating it can be when your order doesn't go as planned. Rest assured, we're here to help! Check out our frequently asked questions (FAQ) below for answers to common order issues.
Q: Can I change the delivery address for my package after it has shipped?
A: Unfortunately, we cannot change the delivery address once the product has shipped.
Q: Can I cancel an order?
A: Yes. You can cancel an order within an hour after placing an order.
-
Note:
-
The customer must bear any return shipping fees that may apply if an order is canceled after an hour.
-
The customer shall bear the loss if the delivery address provided by the customer is incorrect and leads to the package being lost or otherwise unrecoverable. eufy will not replace the order or issue a refund.
-
Q: Will I receive all items in the same package if my order has more than one item?
A: While we try to ensure that all of your items are delivered in the same package, sometimes our products are not always sent in the same package due to different shipping options or carriers, depending on the product. However, you will receive an email once an item has shipped.
Q: What should I do if I have not received my order?
A: Contact us at support@eufylife.com if the tracking status shows "delivered," yet you have not received your package.
-
If it has been more than 9 days since the date of your order, yet you have not received any updates or have not received your package, contact us at support@eufylife.com.
-
If the package is lost in transit, eufy will open a case with our logistics partners, as they assume the responsibility for shipping our inventory out of their warehouses. Please note that it normally takes 10 business days for our logistics partners to complete their investigation. Depending on the outcome of the investigation once it is completed, we will be able to either send a replacement or process a full refund.
Q: What should I do if the item I received is a different product from what I ordered?
A: Contact us at support@eufy.com.
Q: What should I do if the item I received is damaged upon delivery?
A: Contact customer support at support@eufy.com.
Q: Where should I place my order?
A: Please choose the corresponding website from the following links, depending on your location:
Note: Please click on the Shipping Policy at the bottom of the Homepage to see the countries that the site can deliver to.
Q: How many days do I have to return or exchange items I purchased?
A: eufy provides a 30-day money-back guarantee, regardless of the reason. Brand new and undamaged products may be returned for a full refund for any reason within 30 days from the date of purchase.
Q: Who pays for return shipping costs?
A: The buyer is responsible for return shipping costs for non-quality related warranty claims.
Q: What is the return and exchange process?
A: Contact Customer Support at support@eufylife.com to start the return and exchange process. Our Customer Support Representative will provide troubleshooting solutions and ask for your order information.
Q: Do I need to keep the original packaging to return the product for a refund?
A: Yes. Please note that returns must include all accessories and the original packaging.
If you have any other questions, please don't hesitate to contact eufy Support Engineers for further assistance.
