FAQs
Shopping
All questions regarding your shopping experience on the store and the payment process.
What is the status of my order?
To check your order status, simply log into your account and click "Order History."
When is my credit card charged?
Your credit card will be charged within 24 hours from the time you place your order.
Do I need to setup an account to place an order?
You do not need to set up an account to place an order. However creating an account allows you to store your shipping information, see order history, and view your product’s warranty information. Additional features will be added to the account page in the near future.
Shipping, Returns, & Warranty
Learn more about our shipping and return policy as well as the products warranty.
Do you ship internationally?
We currently ship to the United States, Mexico, Russia, Germany, and Europe. To change regions, simply click on the region icon near the Cart on the top right corner of the website and select from the list of shipping destinations. We will continue to launch shipping to other regions.
What is your return policy?
All products purchased from our website, except for our wireless speaker, may be returned within 14 days of purchase for a full refund less shipping costs, no questions asked. For our Robot vacuum, it may be returned within 30 days of purchase for a full refund. International return orders may be subject to return shipping fees.
Robot Vacuum
For details about the FAQ, see the support page
The cleaning time gets shorter or less than 150 minutes.
* The cleaning time may vary from the cleaning mode, suction power level, and the type of floor that the robotic vacuum cleans.
* If the robotic vacuum is not fully charged, then the cleaning time will be shorter.
* Please contact us at support@thamtus com.
The main brush cannot work.
* Check if the main brush is stuck by objects; If so, remove them and clean the brush.
* Make sure the main brush and brush guard are installed properly.
Making noises.
* The robotic vacuum will create noises when operating, which is normal.
* If a sharp noise is heard, please check if anything is tangled in the main brush, side brushes, and wheels.
* Check if there are objects in the dust bin that could create noises.
The remote isn't working.
* Replace the batteries in the remote control.
* Make sure the remote control is within a range of 5 m/16 ft from the robotic vacuum when controlling.
Fail to activate the robotic vacuum.
* Make sure the battery is fully charged.
* Replace the batteries in the remote control.
* Make sure the remote control is within a range of 5 m/16 ft from the robotic vacuum when controlling.
* If the measures above is not helpful, please reinstall the battery and upgrade the firmware version to the newest in the Thamtu APP.
Video:
https://youtu.be/SxO0khr-WX8