This site has security measures in place to protect against the loss, misuse, and alteration of the information under our control. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information, including your credit card information and sign-in password, is stored in an encrypted format at all times.
This website, and more importantly, all user information, is further protected by a multilayer firewall-based security system.
Your order is under protection by Paypal. You will receive the goods and also get a hassle-free warranty.
How do you protect my personal information?
We take organizational, human, physical, and technical security measures to properly manage the acquired personal information, and work to prevent and correct the leakage, loss, or damage to personal information.
We will maintain internal rules and manuals, establish a personal information protection system, and protect, maintain, manage and appropriately handle customer's personal data.
For more details, please check our Privacy policy.
How do I change or cancel my order after I've placed it?
Generally, we will ship out the in-stock item you ordered within 24~48 hours. If you want to change the order info or cancel the order, please contact us in 24 hours via email(support_01@erabros.com)/Instagram(@erabros_official) and we’ll do everything we can to accommodate your request.
Otherwise, we will ship the item to the address you leave after 24 hours from the order time.
Please notice, once an item has shipped, cancellation is not possible because we have no way to interrupt the logistics procedure. If you still want to cancel the order, don't worry, contact us for further discussion.
How long is the warranty of your vacuum cleaners?
All our vacuum cleaners have a 24-Month worry-free warranty from the order date and machine lifetime tech support. If you have any questions during use, just contact our customer support via email(support_01@erabros.com), we will reply to you as soon as possible with solutions.
How long will my order take?
Under normal circumstances, usually, it takes 3-7 workdays to arrive after the shipment. But if some products are out of stock, we need to transfer items among warehouses and it would take 5-12 workdays to arrive.
For more info, check our shipping details.
How can I track my order?
If you have ticked and chosen to receive the email about tracking info, we will send you tracking information within 24-48 hours of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within 3 business days of your order, don't hesitate to contact us at support_01@erabros.com.
How do I return the product?
We have several overseas warehouse addresses in the United States. You can go to the nearest overseas warehouse address by contacting us in advance to speed up the progress of your return.
And please contact our customer support via email (support_01@erabros.com) to get the return label and send it back to the address where the customer support staff offers.
When will I get my refund?
Once we checked and confirmed the returned item, we will refund in 24 hours. Once the refund is processed by our site, the credits of your order will appear in your account in 3-7 business days according to your bank processing speed.
For more info, please check our Returns & Refunds Policy.
What if I received damaged or incorrect product?
If you receive a defective, incorrect, or incomplete product, please contact us right away so we can make it right. For faster assistance with a return or exchange claim, please email us [support_01@erabros.com] with your order number, contact information, and photos documenting damages (if applicable). Please retain all items and packaging materials until your claim is resolved. If your replacement item is back-ordered or out of stock, we’ll notify you as soon as we have the estimated arrival date, or we may work with you to suggest a suitable replacement.
What if I have some issue with the product?
All our vacuum cleaners have a 24-month warranty. If you met any issue with the vacuum cleaner, just contact our customer support (support_01@erabros.com) to get professional solutions. We are more than happy to help you repair or replace it.
