Frequently asked questions

Ordering

Do I need an account?

No. You can check out as a guest. You will need your order number and email to use Track order on hearthsweep.store.

Your order number is in your confirmation email and follows the format HS-.

How do I know my order went through?

A confirmation email arrives within minutes. If it has not, check your spam folder, then email support@hearthsweep.store — do not place a second order, as that usually creates a duplicate charge.

Can I change my order after placing it?

Address and item changes are possible before dispatch only. Email us immediately with your order number. Once an order dispatches it has to be handled as a return.

Can I cancel?

Yes, free of charge, any time before dispatch. See our Cancel order page.

Do you have a minimum order?

No.

Pricing and Payment

Why are your prices so far below list?

Lean operations and no retail floor space. The discount is in our overhead, not in the product — every unit is new, genuine, and sealed. The exact saving varies by model.

What payment methods do you take?

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay.

Payments are handled by Stripe. Card details go directly to Stripe and never touch our servers.

When is my card charged?

At checkout, when the order is placed, in USD ($).

Do you charge sales tax?

Yes, calculated at checkout from your delivery address, in states where we have an obligation to collect. That includes Kentucky, where we are located. Tax-exempt buyers must email documentation before ordering.

Is there a fee for shipping?

No. Free standard shipping on every order, no minimum.

Shipping

How long will it take?

1–2 business days handling, then 3–7 business days in transit — 4–9 business days total.

Orders placed after 2:00 PM start their handling time on the next business day.

Where do you ship?

We ship to the United States only. No international shipping and no freight forwarders.

Do you ship to P.O. boxes or APO/FPO?

Standard parcels yes. Oversized and freight items cannot be delivered to those addresses.

Will I get tracking?

Yes, emailed at dispatch. We ship with UPS. Allow up to 24 hours for the carrier's first scan.

My tracking has not updated in days.

If it has been 5 business days with no movement, email support@hearthsweep.store and we will open a carrier trace.

Why did my order arrive in two boxes?

Multi-item orders can ship from different facilities. You are never charged twice.

Returns and Refunds

What is the return window?

You have 30 days from delivery to request a return, for items that are new, unused, and in original packaging with all accessories. The 30 days is the deadline to ask us — not a deadline for the item to reach us.

How do I start a return?

Email support@hearthsweep.store with your order number and reason. We issue an RMA within 1 business day. An item sent back without an RMA cannot be matched to your order and may be refused, so always ask first. (A parcel you refuse at the door and never accept needs no RMA — see our Returns & Refunds policy, section 3.)

Who pays return shipping?

We do if the item is defective, damaged, wrong, not as described, or arrived after our stated delivery window. We also cover return shipping on change-of-mind returns, and on a parcel you refuse at the door. The full table is in our Returns & Refunds policy, section 3.

How long do refunds take?

5–10 business days from inspection on our side, then 3–10 business days for your bank to post it.

Can I exchange instead?

Email support@hearthsweep.store within 30 days of delivery with your order number and the model you would like instead, and we will confirm the difference in price either way.

For defects or wrong items we ship the correct unit immediately at no charge.

What cannot be returned?

Gift cards, final-sale items, opened consumables, and items damaged by misuse. Opened consumables means the consumable itself — a battery, filter, or other part built into the product is part of the product, not a consumable. The full list is in our Returns & Refunds policy.

Products and Warranty

Are your products genuine?

Yes — every unit Hearthsweep ships is new, sealed, manufacturer-branded, with serial numbers intact. We never sell replicas or counterfeits. We do not sell refurbished, reconditioned, or open-box goods; if we ever list one, it will say so in the product title, on the product page, and at checkout. See Product Authenticity.

Is the manufacturer warranty valid?

The term is set by the manufacturer and shown on the product page — it varies by brand, category, and model, and individual components are often covered for a different period than the rest of the product.

What we can tell you honestly: we are not an authorized dealer for several of the brands we carry, and several manufacturers limit warranty service to units bought from their own authorized retailers. That is why we back you ourselves — see our Warranty policy for what we cover and for how long.

Our own Limited Warranty runs for 12 months from delivery.

Our Limited Warranty covers This warranty is extended to the original purchaser only and is not transferable..

How do I make a warranty claim?

Within 30 days of delivery, come to us — free replacement or full refund, your choice, with a prepaid return label and no restocking fee. After 30 days, contact the manufacturer directly with your proof of purchase; if they ask for retailer details, email us and we will supply your invoice and any documentation they need.

If a manufacturer refuses the claim because we are not an authorized dealer, come back to us — see our Warranty policy.

Where a manufacturer refuses a claim on authorized-dealer grounds, we repair, replace, or refund at our cost.

Do I get the full accessory kit?

Yes — every accessory, attachment, charger, and manual the manufacturer includes in the retail box.

Are the products U.S.-specification?

Yes — U.S.-market models, 120V with U.S. plugs. Safety and compliance marks (UL, ETL, FCC and similar, where they apply to a given category) are applied by the manufacturer and appear on the unit and its documentation; we do not test or certify products ourselves. If you receive an item with foreign plugs or voltage, that is a defect — contact us for a free replacement or full refund. See Product Authenticity, section 8.

Choosing the Right Product

What do you sell?

Our catalog covers Robot Vacuums, Air Purifiers, Fans & Cooling, Floor Washers, Stick Vacuums.

Which brands do you carry?

Roborock, Levoit, Dreo, eufy, GoveeLife, Afloia. Every unit is new, sealed, and manufacturer-branded.

Still unsure which model is right?

Email support@hearthsweep.store with your space and situation and we will narrow it down. We know robot vacuums, air purifiers, tower fans and home floor care. We would rather help you choose right than process a return.

Privacy and Account

What do you do with my data?

Only what is needed to fulfil your order, support you, and — with your consent — market to you. Full detail in our Privacy Policy.

How do I delete my data?

Email support@hearthsweep.store with the subject Privacy Request. We respond within 45 days. Completed order records are retained for tax purposes.

How do I stop marketing email?

Use the unsubscribe link in any message, or email us.

Advertising and analytics cookies are managed separately, in our cookie settings.

Question Not Answered Here?

Email: support@hearthsweep.store
Phone: +1 (970) 666-8417
Hours: Monday–Friday, 9:00 AM – 6:00 PM
Response time: within 1 business day