support j12
Short answers for the questions the Parsippany desk hears most. For a serial-specific issue, use the contact form or [email protected].
Orders and delivery
How long does shipping take?
Most contiguous-US orders leave within two business days and arrive within seven business days after that. Tracking is emailed when the carrier scans the box.
Can I change the address after I pay?
Write immediately with the order number. If the warehouse has not printed a label we can usually update it. After it ships, we have to work with the carrier.
Machines
Do robot vacuums work on carpet and hard floor?
J15, E20, and E10s models detect floor type and adjust suction. Check the product page for pile-height notes and whether a mop pad is included.
How often should I wash filters?
Tap out debris after each emptying. Wash foam and HEPA-style filters as the model’s care card says — usually every two to four weeks — and let them dry fully before they go back in.
Where do I buy genuine parts?
Use the Parts & Accessories collection on this store. Third-party bags and rollers can void the warranty if they damage the motor path.
Returns and warranty
What is the return window?
Thirty days from delivery for unused items in original packaging. See the Return & Refund Policy for packing rules.
How do I start a warranty claim?
Email the order number, serial number, and a short video or photo of the fault. We will send a case number before any parts or a replacement go out.