Frequently asked questions

Have questions? We’re here to help

Title

1. Vacuum Cleaner Series Product Questions

Performance & Suction Issues

Why is my vacuum losing suction power and just pushing dirt around?

Check for blockages in the brush roll, dustbin, or filter. A full bin or clogged filter is the most common cause. Clean or replace the filter regularly.

The advertised battery life says 60 minutes, but I only get 25 minutes on High mode. Is this normal?

Yes. Runtime varies significantly by power mode. “Max” or “High” mode drains battery much faster. For full runtime, use “Eco” or “Auto” mode.

Why does my vacuum have poor suction on corners and skirting boards?

Most stick vacs have a front-facing suction path. Use a crevice tool or edge-suction model for better corner performance.

Why does my vacuum lose suction after cleaning a high-pile rug?

The motor may be overheating from extra resistance. Let it cool, clean the filter, and use a lower power setting.

Battery & Cordless Questions

Why do cordless vacuums not stand upright on their own?

Many are designed with a wall mount for storage. Some newer models include a kickstand. Check if yours supports freestanding mode.

Is it safe to keep the battery plugged in all the time?

Not recommended. Overcharging can shorten battery life. Remove or turn off the charger once fully charged.

Can I use my 18V drill batteries in my vacuum with an adapter?

Not recommended. Voltage and current mismatches can damage the motor or cause fire risk. Use only manufacturer-approved batteries.

Why are some batteries non-removable? It costs a lot to fix.

Non-removable batteries reduce cost and weight, but limit repairability. Ultenic recommends checking battery replacement options before purchase.

Filtration, Smells & Allergies

Does a bagless vacuum spew dust everywhere when you empty it?

Many do. Look for a “hygienic emptying” system. Ultenic models are designed to minimize dust clouds during emptying.

Is bagless just a trend? Is it actually worse for allergies?

Bagless is convenient but can release dust during emptying. Bagged models are often better for severe allergies. Ultenic bagless units include sealed cyclones to reduce exposure.

Does the vacuum emit more dust than it picks up?

Poorly sealed units can leak. Always clean the filter and check gaskets. A true HEPA system prevents this.

Brush Roll, Hair Tangling & Noise

Will it pick up long hair without tangling the brush roll?

Anti-tangle brushes help but aren’t 100% perfect. Ultenic models include a hair-cleaning tool. Regular manual removal is still advised.

Will the “slim fluffy brush” scuff my polished concrete floors?

No. Soft roller brushes are designed for hard floors. Always check the product description.

Is it hard to push on shag rugs?

Yes. High-pile rugs create more resistance. Use a dedicated carpet setting or lower suction mode.

Is it normal for a stick vac to be louder than a leaf blower?

No. Most stick vacs are 70–80 dB. If yours is extremely loud, check for blockages or a damaged fan.

2. Robot Vacuum Series Product Questions

Daily use

First Use Guide

Where should I put the dock to make sure it doesn't get lost every time?

The charging dock should be placed on a flat floor against a wall, with a clear space of 1.5 meters in front and 0.5 meters on each side to ensure the robot has sufficient space to dock.

Do I need to clear clutter like toys and shoes every single time before I run it?

Before cleaning, remove small loose items from the floor (such as charging cables or socks) to improve cleaning efficiency and prevent the robot from getting stuck.

Cleaning & Mopping

Is there really a difference between 6000Pa and 10000Pa suction in real life?

The Pa value represents static suction. Actual cleaning power depends more on the roller brush design, seal structure, and the smoothness of the airflow path.

Can I add Clorox or Fabuloso to the water tank for mopping?

The use of cleaning agents containing strong acids, strong alkalis, or highly corrosive substances is strictly prohibited. Only use the officially designated non-foaming professional cleaning solution.

Maintenance & Care

Does it really empty itself for 60 days or is that a lie? My bin is full in 2 days.

The 60-day estimate is based on laboratory testing. In households with multiple pets or dusty environments, the dust bag may need to be replaced more frequently.

Can I wash and reuse the filters or will that kill the suction power?

Only filters labeled “Washable” can be washed. After cleaning, ensure the filter is thoroughly dried for at least 24 hours. A wet filter will cause a sudden drop in suction power.

Smart Connectivity

Does it work with 5GHz WiFi or am I stuck with 2.4G forever?

Most robotic vacuum chips are only compatible with the 2.4 GHz band. For dual-band routers, it is recommended to set up a separate 2.4 GHz guest network for the robotic vacuum.

Is the 'Dustbin full' sensor accurate or does the app just guess based on time?

The sensor monitors dust collection efficiency through air pressure. The app also provides replacement recommendations for consumables based on cumulative cleaning area and duration.

Troubleshooting

Navigation & Obstacle Avoidance

My bot is 'blind' in the sun... lighthouse windows and glass doors are confusing it.

Strong direct sunlight can interfere with infrared obstacle avoidance. It is recommended to draw the curtains during midday in summer to ensure accurate robot positioning.

My bot won't return to the dock... keeps dying 2 feet away. It's so frustrating.

Please check for any reflective objects in front of the charging dock, or whether the metal contacts on the robot's underside are oxidized and unable to align properly.

Power & Hardware Issues

The battery life is honestly draining me. It used to do the house, now it does one room.

Lithium batteries naturally degrade after 1-2 years of use. If the battery life drops below 30% of its rated capacity, it is recommended to contact the manufacturer to purchase a replacement original battery.

Why is my robot spreading dirt instead of suctioning it? The motor sounds weird.

This indicates severe blockage in the fan duct. Please remove the dust bin, check if the filter is completely clogged with fine dust, and clean the main brush air inlet.

Base Station & Self-cleaning

Debris extraction failure: Dock fails to empty bin and leaves clumps of hair on the floor.

Check if the dust bag in the dust collection compartment is full, and clean the check valve at the bottom of the dust container to ensure it is not blocked by large debris.

Water pump issue: It stopped mopping because it says the tank is empty when it's full.

The magnetic induction float at the bottom of the tank may be stuck due to dirt buildup. Shaking the tank or cleaning the float chamber should restore normal operation.

Safety & Adaptation

Pets & Safety

I’d hate to end up with paw prints and slip hazards all over the floor from damp mops.

The water flow after robotic mopping can be adjusted. It is recommended to reduce the water output and restrict pets from entering the area after the mopping task is completed.

It damaged my furniture legs. Why does it hit things so hard before turning?

Check navigation mode. If “Obstacle Avoidance” is disabled and only “Collision Prevention” is enabled, the robot may collide. Ensure the radar cover is unobstructed.

Floor Material Adaptation

Will it scratch my brand new engineered hardwood floors with the plastic wheels?

The wheels are made of high-strength rubber and typically will not scratch the floor. However, in environments with fine grit or sand, promptly remove any foreign objects from the wheel axles.

Weak performance on carpets. It got stuck on my rug tassels and mangled them.

Robots cannot handle long tassels. Please tuck tassels under the carpet before cleaning, or set carpeted areas as restricted zones on the map.

3. Pool Robot Series Product Questions

Climbing, Navigation & Getting Stuck

My robot won’t climb walls — it just stays at the bottom. Why?

Check if the filter is overloaded or the brushes are worn. Some robots need a minimum water flow or wall mode enabled. Also ensure the waterline isn’t too high.

Is it normal for the robot to climb up and then fall back down?

Yes — that’s how many wall-climbing robots work. They climb, scrub, then reverse down. Constant falling without climbing suggests weak suction or worn tracks.

Does the robot climb stairs or just ignore them?

Most residential robots cannot climb stairs. They are designed for walls and floors, not vertical steps.

My robot repeats the same pattern and misses large areas.

It may not have smart mapping. Random-pattern robots sometimes miss zones. Try running a second cycle or upgrading to a mapping model.

Cord, Tangling & Retrieval

Why does the swivel not spin freely even when new?

Some swivels are stiff at first. Run the robot for a few cycles. If still stuck, rinse the swivel with fresh water — debris may be inside.

How do I retrieve a cordless model when it dies on the bottom?

Use a telescopic pole with a hook or a pool net. Some cordless robots have a retrieval hook accessory.

My robot died on the bottom and I can’t reach it. What now?

Try a pool rake or magnetic retrieval tool. If completely stuck, drain the pool slightly.

Cleaning Performance & Debris Type

Why is my robot leaving dirt in the pool? The filter bag is empty but no suction.

Check for blockages in the intake, impeller, or hose. Also clean the filter — even if bag looks empty, fine debris can clog pores.

Why does my robot release debris back when removed from the water?

Water drains out and carries loose debris. Rinse the robot over a drain or bucket before lifting out.

Durability, Warranty & Safety

Are robotic pool cleaners safe to use in saltwater pools? Worried about corrosion.

Yes — most modern robots are saltwater-safe. Rinse with fresh water after each use to extend motor and seal life.

Is the power supply unit waterproof? Can I leave it out in the rain?

No — most are only splash-proof. Keep the power supply in a dry, shaded location. Rain will damage electronics.

Will salt deposits build up and cause the motor to fail early?

Yes. Rinse the robot with fresh water after each saltwater use. Pay attention to seals and bearings.

Is it really 100% worth it for a small pool (7500 gal)?

Yes — less manual brushing and vacuuming. Even small pools benefit from automated daily cleaning.

4.Payment Questions

What payment methods does Ultenic accept?

Ultenic accepts multiple secure payment options, including credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, and Klarna (where available) to make your purchase smooth and safe.

Can I use a discount code or promo code with my order?

Absolutely. You can enter your Ultenic promo code at checkout. Please note that only one code can be applied per order unless otherwise stated in the promotion terms.

Do I need to pay any extra fees?

No. All products on our website enjoy free shipping, and all taxes are already included in the product price. You don’t need to pay anything extra.

Is it safe to pay on the Ultenic website?

Yes. Your personal and payment information is fully protected.

5. Shipping Questions

How long does Ultenic take to ship?

Vacuum shipping takes 3-7 business days. Accessories shipping takes 5-20 days, depending on whether they are shipped from a local warehouse or via international express.

Does Ultenic offer free shipping?

Yes, all products on our website enjoy free shipping. No minimum purchase required.

Where can I track my order?

You can check your order number and tracking information on our website. If you have any questions, please contact our customer support team at support@ultenic.com.

Does Ultenic ship internationally?

We currently accept orders from most European countries and the United States. Please check the checkout page for details. If you have any questions, feel free to contact our customer support team at support@ultenic.com.

6. Service / After-Sale Questions

What is Ultenic’s warranty policy?

We offer a 2-year warranty for customers in Europe and a 1-year warranty for customers in the United States.

How do I request a return or exchange after purchase?

We offer a 30-day return and exchange policy.

    What if my Ultenic device stops working after a few months?

Contact our after-sale support team at support@ultenic.com with your order number and a short video showing the issue. We’ll troubleshoot or process a warranty replacement.

How do I contact Ultenic customer service?

Email: support@ultenic.com (response within 24 hours) / Live Chat on ultenic.com (Mon–Fri, 9am–6pm EST)

Does Ultenic offer repair services?

Yes. For out-of-warranty or accidental damage, we offer paid repair services. Contact our after-sale team for a diagnosis and quote.

Free Shipping

Enjoy free shipping on all items.

Money-Back Guarantee

30-day free return policy.

Customer Service

Email or chat support is available.

Hassle-free Warranty

1 year in the United States, 2 years in Europe.

New User Benefit

Subscribe to receive a ＄10 discount coupon.