FAQ
Last updated: May 10, 2026
Welcome to the VONKO FAQ page. Here you can find answers to common questions about orders, shipping, returns, refunds, warranty support, product use, and customer service.
If you cannot find the answer you need, please contact VONKO Customer Support at service@vonkolife.com.
1. Orders
How can I contact VONKO support?
For order support, shipping questions, returns, refunds, warranty matters, product support, or general customer service, please contact:
For business enquiries, PR, media, KOL or influencer cooperation, wholesale enquiries, B2B opportunities, or partnership discussions, please contact:
Where can I find my order number?
Your order number is usually included in the order confirmation email sent after checkout.
If you cannot find your order number, please contact us using the email address used at checkout and include your name, product name, and any available payment or order information.
Can I cancel my order?
If you need to cancel an order, please contact us as soon as possible at service@vonkolife.com.
If the order has not yet been processed, packed, or handed over for shipment, we may be able to cancel it. If the order has already entered fulfillment or has been shipped, it may need to be handled under our Return & Refund Policy after delivery.
2. Shipping and Delivery
How long does shipping take?
Unless otherwise stated on the product page, at checkout, or in a specific shipping notice, in-stock orders are usually processed within 1–2 business days.
Estimated delivery is typically 6–10 business days after dispatch, depending on destination, carrier performance, customs clearance, local delivery conditions, holidays, and operational factors.
Will I receive tracking information?
When tracking is available, we will send a shipment confirmation or tracking update after your order has been dispatched.
Tracking information may take some time to become active after the first carrier scan.
What should I do if my tracking has not updated?
If tracking has not updated for several days, it may be due to carrier scanning delays, customs processing, warehouse transfer, or local delivery handling.
If you believe your package may be delayed or lost, please contact service@vonkolife.com with your order number and tracking information.
Do you ship to my country or region?
Shipping availability may depend on product type, destination, warehouse availability, carrier coverage, local import requirements, and checkout configuration.
If shipping is not available to your address, this may appear at checkout or after address review.
3. Returns and Refunds
What is your return policy?
Eligible VONKO products purchased directly from vonkolife.com may be returned within 30 days after delivery, unless otherwise stated on the product page, at checkout, or required by applicable law.
Please review our Return & Refund Policy before sending anything back.
How do I request a return?
To request a return, please contact service@vonkolife.com before sending anything back.
Please include:
- your order number;
- the email address used at checkout;
- the product name;
- the reason for the return;
- photos or videos if the product is damaged, defective, incomplete, incorrect, or not operating as expected.
Returns sent without prior coordination may be delayed, rejected, or not processed correctly.
When will I receive my refund?
If a refund is approved, it will generally be issued to the original payment method.
Refund timing may depend on whether the returned item has been received, whether inspection is required, and your bank, card issuer, or payment provider’s processing time.
Can I return a product purchased from Amazon or another marketplace?
If you purchased a VONKO product from Amazon, another marketplace, retailer, distributor, reseller, or second-hand seller, please contact that seller or platform directly.
Their own return, refund, warranty, and after-sales rules may apply.
4. Warranty and After-sales Support
Does VONKO offer a warranty?
Eligible VONKO products purchased directly from vonkolife.com currently include a limited 2-year warranty against defects in materials and workmanship under normal household use.
Please review our Warranty Policy for full details, exclusions, and claim instructions.
What does the warranty cover?
Subject to inspection and confirmation, the warranty may cover defects related to the robot vacuum main unit, charging dock, auto-empty station where included, manufacturing defects, electrical or mechanical failure under normal household use, or defective standard accessories included with the original package.
What is not covered by the warranty?
The warranty does not normally cover misuse, accidental damage, unauthorized repair, normal wear and tear, cosmetic damage that does not affect function, poor maintenance, blocked filters, tangled brushes, liquid damage, or consumable parts such as filters, side brushes, main brushes, mop pads, dust bags, and rollers unless defective on arrival or covered by applicable law.
How do I request warranty support?
Please contact service@vonkolife.com with your order number, product name, issue description, photos or videos, and any troubleshooting steps already attempted.
Please do not send products back before receiving instructions from VONKO.
5. Product Support
What types of products does VONKO offer?
VONKO focuses on intelligent home cleaning products, including robot vacuum cleaners, robot vacuum and mop products, auto-empty cleaning systems, charging docks, accessories, spare parts, consumables, and related support products.
Is a VONKO robot vacuum suitable for daily home cleaning?
VONKO robot vacuum products are designed to help with everyday home floor cleaning tasks.
Actual performance may vary depending on floor type, room layout, pet hair volume, dust level, obstacles, maintenance habits, accessory condition, firmware version, and usage conditions.
Can a robot vacuum replace manual cleaning completely?
A robot vacuum can reduce repetitive floor cleaning work, but it may not fully replace all manual cleaning tasks.
Edges, stairs, deep stains, heavy debris, tangled cords, and certain difficult floor conditions may still require manual attention.
What should I check before using a robot vacuum?
Before use, we recommend checking the product instructions and preparing the cleaning area by removing loose cords, small objects, fragile items, liquid spills, and obstacles that may affect movement.
Regular maintenance, such as cleaning brushes, filters, dust containers, sensors, mop pads, and dust bags where applicable, can help maintain performance.
6. Payments and Checkout
Is checkout secure?
Payments are processed through Shopify-supported checkout and payment service providers.
Your payment information is handled by secure payment providers and is not stored directly by VONKO in full card form.
What payment methods are available?
Available payment methods may vary depending on your country, region, currency, checkout configuration, and payment provider availability.
The final available payment methods will be shown at checkout.
7. Privacy and Cookies
How does VONKO handle personal data?
We process personal data to operate the website, process orders, arrange shipping, provide customer support, handle returns and warranty requests, prevent fraud, and comply with legal obligations.
For more information, please review our Privacy Policy.
Does VONKO use cookies?
Yes. VONKO may use cookies and similar technologies to support website functionality, cart and checkout features, privacy preferences, analytics where enabled, and other website services.
For more information, please review our Cookie Policy.
8. Business Enquiries
How can I contact VONKO for business cooperation?
For business enquiries, PR requests, media enquiries, KOL or influencer cooperation, wholesale enquiries, B2B opportunities, or brand partnership discussions, please contact:
Please include your name, company or organization, website or social media profile where relevant, cooperation proposal, and contact details.
9. Contact VONKO
For customer support, please contact:
VONKO Customer Support
Email: service@vonkolife.com
For business enquiries, please contact:
VONKO Business Enquiries
Email: contact@vonkolife.com
You may also visit our Contact Us page.