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Find answers to frequently asked questions and other how-to information for Neato robot vacuums and accessories.

Store FAQ


Has my order shipped?

To see if your order has shipped yet visit the link in your order confirmation email or look it up on the Order Status page. To look up your order, you will need to know your order number and the email address you used to purchase your products.


How do I find my tracking number?

For tracking information, visit the link in your shipment confirmation email or look it up on the Order Status page. To look up your order, you will need to know your order number and the email address you used to purchase your products.


I live outside the US. Can you ship to me?

At this time, we only ship domestically in the United States to all 50 states and Puerto Rico.


Where does my order ship from?

Orders are shipped from California, USA.


Can I change my shipping method?

Shipping methods cannot be changed after an order is placed.


Can I change my shipping address?

Shipping addresses cannot be changed after an order is placed.


My order was damaged in transit

If your order/item is damaged during shipping, please contact Customer Care within 30 days of your purchase. You may be asked to provide a photo of the damage for our use in resolving the situation with the shipment provider.


Orders & Payment

What forms of payment do you accept?

Neato accepts payments through Shopify Payments, and currently supports Visa, Mastercard, Amex, Discover, JCB, Diners Club, and Elo. Accelerated checkouts are available with Shop Pay, Apple Pay, and Google Pay. This is subject to change based on updates to major payment methods through Shopify Payments.


How will the charge show up on my credit card?

The charge for your order will appear on your credit card as: "SP * NEATO ROBOTICS."


Do I have to pay sales tax?

Depending on your location, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.

Tax-exempt individuals and entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate and the billing or shipping address on the order must match the address on the certificate. Please include your order number or a copy of your receipt or invoice. You can fax a copy of your certificate, with the order number or invoice to 952-253-8760.


Do you price match?

Pricing may be different between the Neato online store and partner retail stores for many reasons, including the timing of promotional events. Due to this, Neato does not offer price matching at this time. Please note that we do not offer rain checks if an item is out of stock at the time it is on sale.


How do I know when something is on sale?
Prices change regularly. To receive notification of promo events via e-mail, please subscribe and add your e-mail address to our mailing list. Our Customer Care team is unable to provide information regarding future sale events. 


My payment method isn’t working

If your payment method isn't working, please ensure cardholder information is entered exactly as listed with your financial institution or contact them for further information.


When will my backorder ship?

Although we try to maintain an inventory of all products in the warehouse, occasionally an item will be back ordered. Normally, the product will become available within a week. You will receive an email as soon as the product ships. You will not be charged until your order has been shipped.


How do I change my order?

Order changes or cancellations are not currently supported.


Returns & Refunds

What is your refund policy?

The Neato store offers a 30-day money-back guarantee on any products purchased through Shipping costs are non-refundable.


How do I request a refund?

To request a refund, you must look up your order and then use the request a refund option to submit your request.


When will my credit appear on my credit card?

Your refund credit should appear on your card 5 - 7 business days after your product is received by our warehouse, depending on your bank procedures.


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