FAQs 

Does Kokido product have warranty?

Yes, Kokido offers 12 months warranty service for products purchased from our store. The sales receipt or other reasonable documentary proof is required to establish the start date of the warranty and the coverage period.

 

I have an issue with my vacuum/robot how can I contact Kokido Customer Service?

Please send an email to support@kokido.com or call toll-free +1 (866) 683-7672 and leave a message.

 

Can I use the cleaner in in-ground pools?

Yes, the cleaner can be used in above ground and in-ground pools. Please check the specification of each model and select the correct one based on your pool size and shape.

Can I use the robot in in-ground pools?

Yes, the robot can be used in above ground and in-ground pools. Please check the specification of each model and select the correct one based on your pool size and shape.

 

Can I clean algae with the robot?

No, the robot is for daily maintenance to collect debris in the pool floor like leaves, sand, and dead bugs. It can catch algae in the process but it is not designed for it. To clean algae properly you need to use chemicals and shock your pool. Please ask your pool professional for more details on how to remove algae.

 

My robot stops in the middle of the pool or does not move. What should I do?

Please ensure there is no obstructions in the pool floor like small rocks, toys or any object can block the robot path. Turn off the filtration system 15 mins before deploying the robot.

If the pool floor has algae and is slimy or slippery, please remove any algae by a chemical treatment and brush your pool bottom before deploying the robot.

 

I lost the charger of the robot, where can I get a replacement?

Please contact us by email to customerservice@kokido.com or call to toll-free (866) 683-7672

 

The debris escape from the cleaner. 

Check the filter back or cage is correctly installed. If the filter or nozzle flap is broken, please contact us for a replacement part.

 

The cleaner suction is low and/or the impeller is not moving.

The impeller may be blocked, turn off the cleaner and check there is nothing blocking the movement (small rock or root). The battery could be low, put the cleaner on charge.

 

Can I use the cleaner is a saltwater pool?

Yes, you can use it in a saltwater pool, make sure all salt is dissolved before deploying the pool cleaner.

Can I use the robot is a saltwater pool?

Yes, you can use it in a saltwater pool, make sure all salt is dissolved before deploying the pool cleaner.

 

How should I store my cleaner?

Make sure the cleaner/robot is dry and clean, recharge the product 4-6 hours before storing.

 

Questions about E commerce

What payment are accepted in the store?

We accept Visa, Mastercard and PayPal.

 

What is the shipping time?

5-10 business days once we have confirmed the payment. Shipping time may be affected by external factors out of our control. The timeframe provided is for reference only. A tracking number will be provided for the shipped parcel.

 

Can I cancel my order?

We can only accept order cancellation if the parcel is not yet dispatched. Once dispatched you may need to contact us for a return of the item.