Contact

Questions before you buy, help after delivery, warranty claims and returns all start here. A real person reads every message and replies within one business day.

Ways to reach us

What to include so we can help in one reply

• Order number (in your confirmation email, e.g. #1001).
• What is happening — one or two sentences is enough.
• A photo or short video of the problem, if it is something we can see. For an error in the Roborock app, a screenshot of the message.
• For a return: whether you would like a refund or a replacement.

Common questions, answered fast

Where is my order? Orders ship within 2–4 business days and most arrive in 5–8 business days. Your tracking number is in the shipping email; if tracking has not moved for 7 days, write to us and we will chase it.

Can I return it? Yes, within 30 days of delivery, no restocking fee. Details in our Return and Refund Policy.

Something stopped working. Email us first — many issues are fixed with a setting, a firmware update or a maintenance step, and we will walk you through it. If not, our 12-month limited warranty covers repair, replacement or refund, with shipping both ways on us for a confirmed defect.

Is SAVE5 still valid? Yes, through October 20, 2026. It takes 5% off every order, including repeat orders. It comes off automatically at checkout, so there is no code to type.

Business and press

Wholesale lots, partnership proposals and media requests: support@shopsecondsweep.com with "Business" in the subject line.

Independent retailer. Second Sweep is not affiliated with, endorsed by, or sponsored by the manufacturer of this product. All brand names and trademarks are the property of their respective owners. The warranty on this product is provided by Second Sweep, not by the manufacturer. For questions about the Roborock app or a product bought elsewhere, please contact the manufacturer directly.