FAQs – okplife

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How do I cancel an order?

1.If no payment has been made,no further action is required the order will automatically be canceled after 24 hours
2.If you've already paid for your order,you can contact our customer service to cancel your order before it has been shipped.
3.If that method doesn't work,your order has already been shipped.In that case,you can refuse the parcel on delivery.Once we verify that it's been
returned to us,you'll receive a full refund.
4.If you've already signed for your parcel,you may still be able to return it.Please refer to the Return and Replacement Policy of your applicable region.In
most cases,it takes around 7-14 business days for banks to process refunds.

Why is my order status showing as "Pending"even though I've already paid?

PayPal may hold funds for various reasons -for example, to carry out security checks.Please contact PayPal support directly to query pending PayPal payments.We only ship orders after funds have cleared,but rest assured that your order is still active.

When will I receive my refund?

It takes around 7 business days for payment providers to process refunds.If a product return is involved,this may take slightly longer as we need to verify the parcel has been returned.Refunds are made to the source of payment.If you haven't received your refund after 14 business days,we suggest that you
contact your payment provider for details

What is a CVV or security number,and where can I find it?

It takes around 7 business days for payment providers to process refunds.If a product return is involved,this may take slightly longer as we need to verify the parcel has been returned.Refunds are made to the source of payment.If you haven't received your refund after 14 business days,we suggest that you contact your payment provider for details

Why isn't my payment going through?

Please refer to the instructions in the error message -we have tailored them to be as helpful as possible in every scenario.If the error persists,try placing a new order or contacting us at support@okplife.com. Some common reasons for failed payments: Online transactions are not enabled on the card Transaction have been declined by the card issuer Incorrect card details have been provided during payment Insufficient card balance.Too many payment attempts have been made.

Does OKP collect and store my credit/debit card details?

Please rest assured that we never collect your card details.After you confirm your order on the checkout page,you will be redirected to our payment service provider's encrypted page to provide your card details.

Why is my order canceled when I want to make a payment?

Your order has been canceled because of the limitation of the payment time. After 24 hours of placing an order, if the order has yet to complete payment, the order will be automatically canceled.

How is a stock reserved?

When you click “Checkout”, the items in your cart will be reserved for you. Please note that the order must be paid within 24 hours. Adding a product to your cart does not reserve the item for you.


When will my order be processed?

Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday.Orders will be processed within 2 business days from the order date and shipped the next day after the processing day.Please note that we don't ship on weekends. Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars,which means you may be liable to pay for duties and taxes once you receive your order. Import taxes,duties,and related customs fees may be chargedonce your order arrives at its final destination,which is determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us.We are not responsible for delays caused by the customs department in your country.For further details of charges,please contact your local customs office. But we will help you provide the needed paperwork to get packages released soon.

My package says delivered, but I didn’t receive it.

Please contact our support team with details via support@okplife.com they will assist you to solve the issue with the express.

How do I track my order delivery?

A shipping confirmation email will be sent to you, you could track with it.


How to maintain the battery of the OKP Robot Vacuum Cleanr to extend its lifespan

1. Avoid Full Discharge: Try not to let the robot's battery discharge completely. Deep discharges can harm the battery.

2. Regular Charging: Even if you don't use the robot frequently,it's advisable to charge the battery periodically.

3. Store in a Cool Place: Excessive heat can damage batteries. Store your robot vacuum in a cool,dry place.

4. Use Original Chargers: Always use the charger that came with the robot vacuum.Other chargers may not have the appropriate voltage or current specifications.

5. Keep Clean: Ensure the robot's charging contacts are clean.Dirty contacts can result in inefficient charging.

6. Calibration: Once in a while,it's good to run the battery down completely and then charge it up fully to recalibrate it.

OKP Robot cannot find the Charging Dock

1. Put your Charging Dock in a more open area.

2. Make sure the Charging Dock is plugged in.

3. Start the OKP from the Charging

4. Dock so that it will be easier to find the Charging Dock again afterwards.

5. Check whether there is any signal interference from the area s urrounding the Charging Dock.

Why aren’t the Main Brush and/or Side Brushes rotating when OKP Robot is cleaning? What Should I do?

1. The Main Brush and/or Side Brushes may be tangled with hair or debris.

2. Power OFF the OKP and turn it over.Push the two tabs on the Main Brush Cover to remove it. Remove the Main Brush.

3. Use the Cleaning Tool to cut off and remove any hair tangled around the Main Brush. The Main Brush can be rinsed under water however should be dried completely before it is reinstalled.

4. Remove the Side Brushes. Wipe the Side Brushes and their slots with a dry cloth before reinstalling them.

What's the serial number? Where can I find it?

A serial number is a product's unique form of identification. It can be used to distinguish between any OKP robots. Serial numbers are printed on the dustbin container you will find it inside when you remove dustbin.

OKP did not clean automatically at the scheduled time. What should I do?

1. Ensure the OKP’s Power Switch is ON;

2. Ensure the robot is charged.

3. The scheduled cleaning time may not have been programmed correctly or was canceled.

4. Set the scheduled cleaning time again making sure it is saved. (Please don’t power off the OKP after you scheduled any cleaning tasks. The scheduled tasks will be wiped when you power off the OKP no matter scheduled by Remote Control or APP).

What should be done if OKP accidentally vacuums up liquid?

Please turn off OKP immediately. Remove the Dust Bin, Filters, Main Brush and allow them to dry completely before reinstalling them.
If the OKP does not function normally after You’ve completed these steps, please contact Customer Service at support@okplife.com.

What should I do if my OKP's Remote Control doesn't work?

1. Check if the Remote Control has power (Please replace the batteries if no power)

2. Check if the OKP has power (please charge the OKP by manual if no power)

3. Check if it is within range (the Remote Control has a max distance of 5 meters)

4. Check if there is any interference near the OKP (please remove them if there is)

Will my OKP work on dark or black surface floor?

The OKP may not run on certain dark or black surfaces. The Infrared ray of anti-fall sensors may be absorbed by certain dark or black colored surface and recognize such area as an edge or a stair. When OKP encounters this surface, OKP may run away from this surface. No adjustment can be done to correct this behavior. Reminder: Please keep the anti-fall sensors clean and do not block the anti-fall sensors, as this may create an unsafe operating condition. 

What should I do if the OKP has become stuck underneath furniture and is unable to finish cleaning?

1. The top cover of the robot may become caught beneath furniture or couches, keeping the machine from cleaning;

2. Set up barriers around furniture under which the robot may become caught;

3. Raise the furniture or couch to allow the robot to pass underneath when cleaning.

Can I keep OKP on the Charging Dock for an extended period of time?

Yes. After OKP’s batteries are fully charged, the battery management system will reduce electricity to a trickle charge and OKP will not be overcharged. We recommend keeping OKP powered ON and on the Charging Dock so it is ready to clean at any time. 

OKP cleans for a short period of time then returns to the Charging Dock. What is wrong?

1. Working time varies according to floor surface, room complexity and the selected Cleaning Mode. 

2. If the OKP’s battery is fully discharged or has not used for a long time, its capacity may decrease and need to be charged (normally for 4-5 hours).

Why does OKP move around in circles and backwards after starting up? (OKP Robot K7)

1. The Anti-Drop Sensors on the bottom of OKP may be covered with dust.

2. Wipe the Anti-Drop Sensors with provided Cleaning Tool to maintain their effectiveness. The Driving Wheels may be tangled with hair or debris.

3. Use the provided Cleaning Tool to cut off and remove any hair/debris tangled around the Driving Wheels.

4. The Bumper rail may be stuck. Press each side of the bumper rail to see if it rebounds automatically. If the problem persists, please contact OKP Customer Service at support@okplife.com

OKP is cleaning with a louder noise than normal. What should I do?

1. It happens because the Dust Bin is full, the suction intake is blocked, or the Main Brush/Side Brushes is tangled with dirt and debris.

2. Regular maintenance is important for OKP to keep its peak cleaning performance.

3. Turn OFF the Power Switch.

4. Remove and empty the Dust Bin, then reinstall.

5. Turn the robot over. Remove and clean the Main Brush. Reinstall the Main Brush.

6. Remove the Side Brushes. Wipe the Side Brushes and their slots with a dry cloth and reinstall.

7. Power ON and restart. 8. If the problem persists, please contact OKP Customer Service at support@okplife.com

What does OKP do if it meets an obstacle, like furniture?

OKP has an Anti-jamming technology to prevent the robot from getting stuck under furniture, walls and household items. Anti-Collision Sensors are on-board the robot. When the sensors detect an obstacle, a signal will be sent to OKP’s “brain” to slow down, change direction and select a new cleaning path.

OKP cannot connect the Charging Dock and charge?

1. Check if the Charging Dock Pins is receding. If yes, please contact OKP Customer Service.

2. Check if the Charging Contacts and Dock Pins are oxidized. If yes, clean them or contact our service center. 

OKP did not detect a drop off, like stairs. What should I do?

The anti-Drop Sensors may be too dirty. Wipe the Anti-Drop Sensors with a dry mop to maintain their effectiveness. If the problem persists, please contact OKP Customer Service.

Can OKP clean up water from the kitchen or bathroom floor? 

OKP must not be used to clean up water. Liquid may damage OKP if it gets inside.

Why does the OKP robotic vacuum have a shorter cleaning duration

1. Cleaning time will become shorter when the battery is near the end of its service life. If the cleaning does not meet your needs, please replace the battery.

2. If the problem persists after following the steps above, please contact OKP Customer Service. 

Will OKP disturb my pet?.

Normally, no. OKP works quietly and the noise should not upset your pets. We recommend that you supervise OKP during its first cleaning and assist should there be a problem.

Why didn't OKP start cleaning automatically at the scheduled time?

1. OKP will not carry out scheduled cleaning while in Do Not Disturb mode.

2. OKP is not powered on.

3. OKP does not have enough battery power to clean. 

4. If the problem persists, please contact OKP Customer Service.

Why can't OKP recharge?

1. Make sure that the robot's power is on.

2. Make sure that the outlet has power and the electrodes are fully in contact with the Docking Station Pins.

3. If the problem persists after following the steps above, please contact OKP Customer Service.

Cant OKP be permanently stored on the Docking Station when not in use?

Yes. When the battery is full, OKP will switch to a low-current supplementary charging status to prevent overcharging. However, the device must not be operated by children.

Can HEPA be washed?

No. Please refer to the instruction manual.