FAQ

We'll send a shipping notification email once an order ships. Please note that because shipping methods vary by product, items in the same order may be sent in separate packages and may not arrive simultaneously.

Unfortunately, once an order has shipped, we're unable to cancel it or change the delivery address. Please make sure the delivery address is correct before placing an order. If the address is incorrect, or the order is no longer wanted, please refuse the package upon delivery and contact our Customer Service at support.na@global.narwal.com for a return or refund.

We'll send a confirmation email with a tracking number once an order ships. Order status can also be checked by signing in to the Narwal account. Delivery typically takes 5–9 business days after dispatch, depending on the address. If an order hasn't arrived within the expected window, please check the tracking information first, or contact the carrier.

We can't guarantee an exact delivery date. Once the carrier issues a delivery notice, the tracking link can be used to arrange a different delivery time or pickup at a nearby location. If no one is home at the time of delivery, the carrier will usually leave a notice or attempt to contact the recipient to reschedule.

If the order hasn't shipped yet, we can try to update it. Please contact support as soon as possible with the correct address and we'll update the system. If the order has already shipped, we can't guarantee an address change — we recommend also contacting the carrier to try redirecting the delivery.

Please check with neighbors, the building's front desk or property management, and around the doorway for a signed-for delivery; verify the recipient name in the tracking details; and contact the carrier to confirm delivery details. If the package is confirmed lost, contact us with the order number within 10 days and we'll help open a claim with the carrier and arrange a replacement or refund based on the outcome. Claims can take up to 30 days to complete, depending on the carrier.

Please check the spam or promotions folder first. If it's genuinely missing, the email address may have been entered incorrectly or the message may be delayed. Order status can be viewed by signing in to the Narwal account, or contact support with the order number and we'll verify it.

More help: Order & Service – Shipping & Delivery

Yes. Installment payments are available for Narwal orders through Affirm. At checkout, we'll redirect you to Affirm – Pay Over Time to complete your purchase securely. Availability and eligibility are subject to the options and terms shown at checkout.

Yes. Eligible members of the military, first responders, hospital and medical staff, teachers, students, and government employees can verify their eligibility through ID.me for our Community Heroes discount. Visit our Canadian Key Worker Discount page for details, then look for the Verify with ID.me button at checkout to complete verification. Eligible products and available discounts are subject to the program terms. This discount cannot be combined with other promotions or offers.

View Canadian Key Worker Discount details

The order confirmation email serves as the receipt. If a formal invoice is needed for business or accounting purposes, please contact support.na@global.narwal.com with the order number and we'll issue one where applicable.

If the purchase was made from our official store and the lower-priced item is the same model, same color, and from the same sales channel, a price match can typically be requested within 30 days of purchase. Please provide the order number or the email used at checkout and we'll verify eligibility. Price protection generally doesn't apply across different retail platforms.

See our price match policy

More help: Order & Service – Payments

We offer a 30-day unconditional return policy for items not damaged by human action, plus a 1-year warranty for registered purchasers from our official websites and other authorized purchase channels.

When returning a product purchased from Narwal, please keep the following in mind:

All products must be returned in good condition, in their original boxes (whenever possible), and with all accessories intact to ensure full credit. Accessories must remain unused upon return.

Products can only be returned in the country or region in which they were originally purchased.

Only items purchased directly from this website or Narwal's official sales channels can be returned to Narwal. Products purchased through other retailers must be returned in accordance with their respective return and refund policies.

View our Canadian returns and refunds policy

To initiate a return, please contact Narwal Customer Service at support.na@global.narwal.com with the order number, and we'll send return instructions. For the customer's protection, we recommend shipping with UPS or FedEx and keeping the return tracking number. Unauthorized or Cash on Delivery (COD) returns cannot be accepted.

We suggest returning the robot in its original package box, but if that's not possible, please use a suitable box of the proper size that can bear the weight and provide sufficient protection for the machine.

We'll process the refund within 2–3 working days to the original payment method after the returned product is received. For further assistance, please contact Narwal Customer Service at support.na@global.narwal.com.

If the order hasn't shipped yet, we can cancel it and issue a full refund (refunds typically arrive within 2–3 business days, depending on the payment method). Please contact Narwal Customer Service at support.na@global.narwal.com as soon as possible to request cancellation. If the order has already shipped, we're unable to cancel it. Please contact us for return instructions. If you refuse delivery, you will be responsible for the original shipping charges and the cost of returning the package to us. Once the package returns to our warehouse, we'll process the refund in accordance with our return and refund policy.

Returns for personal reasons or non-quality issues are not eligible for free return shipping — return shipping costs are the customer's responsibility in these cases. For damaged, defective, or incorrect products confirmed by Narwal, we'll provide return instructions and may cover the return shipping costs.

Please first check whether the accessories are already installed — some parts (side brush, mop) come pre-installed on the robot, and small items (cleaning solution, filter, spare side brush) are sometimes placed inside the clean-water or dirty-water tank. If something is genuinely missing, please send us a photo of everything received plus a photo of the empty installation slot, along with the order number and SN code (found on the robot's underside, the side of the base station, or the outer box). We'll verify and ship the missing parts free of charge.

First, try gently wiping the surface with a soft damp cloth — in some cases what looks like a scratch is residue or adhesive from transit and will wipe away. If the damage is still clearly visible after wiping, please send us a photo of the affected area (taken in natural light, clearly showing the damage) and the robot's SN code. Once confirmed as a cosmetic defect, we'll arrange a replacement front cover.

More help: Order & Service – Return & Refund

We offer a 1-year warranty to protect Narwal products. This warranty only applies to Narwal products purchased from Narwal or from distributors or retailers authorized by Narwal, for personal use and not for commercial resale. The warranty is available only in the country or region (excluding the Chinese Mainland) where the product was originally purchased.

Please note that under certain specific circumstances, the product may not be covered by our warranty service. In such cases, Narwal or an authorized service provider reserves the right to charge for freight, labor, and material costs.

For full details, please refer to our warranty policy.

View our Canadian warranty policy

The warranty period begins on the date the product is received and lasts for one year.

The warranty is only available in the country or region (excluding Mainland China) where the product was originally purchased. We don't recommend using a product purchased in another country in the home country, as warranty or after-sales service won't be available for that product.

No, we don't extend the warranty period for products repaired within the warranty period. The warranty service can be used for up to one year from the date the product is received. After this period, any repairs will carry a fee. An extended warranty service can also be purchased to prolong protection for the device.

In the event of any defects in material or workmanship within the warranty period, please reach out to Narwal Customer Service at support.na@global.narwal.com. If the product was not purchased directly from Narwal, please contact the local seller first. To facilitate the warranty service, we'll need the product's serial number along with the original invoice or receipt, which should include the date of purchase and all pertinent product details.

Unfortunately, we don't currently provide on-site repair services. The product will need to be sent to our after-sales service center via courier, and we'll then repair or replace the product as part of our after-sales support. We're dedicated to expanding the range of repair services to better meet customer needs.

Yes, we offer an extended warranty service to provide additional protection for the device. For more details, please visit our extended warranty plans.

View our Canadian extended warranty policy

Yes. Out-of-warranty units are still eligible for paid repair. Please contact support at support.na@global.narwal.com with the SN code and a description of the issue so we can run remote diagnostics first. If the unit needs to be sent in, we'll issue a service quote for approval before any repair work begins. Repairs carry a fee covering parts, labor, and return shipping.

More help: Order & Service – Warranty

Our robots work on any smooth, hard surface — including hardwood, laminate, tile, marble, and vinyl (SPC) flooring. The robot automatically detects the floor type and adjusts mop moisture accordingly. If the flooring has a special finish (matte tile, handmade tile, heavily textured surfaces) or eligibility is uncertain, please send us a close-up photo of the floor and we'll confirm before purchase.

No. The mop's downward pressure is lower than typical hand-wiping pressure, so normal use won't damage sealed hard floors. For natural stone or unsealed flooring, we recommend testing on a small, inconspicuous area first.

No — please use only Narwal cleaning solution. Our formula is a mild, neutral, low-foaming detergent engineered for the robot's internal components and corrosion-safety requirements. Third-party detergents can cause detergent-level misdetection and malfunctions such as dirty-water detection failure, abnormal water pumping, base station overflow, and shortened product life. Damage caused by non-Narwal detergents is not covered under warranty.

In a home environment, warmer water generally dissolves grease more effectively. However, hotter is not always better — for certain messes (for example, flour), high water temperature can cause the residue to set. This is why our mopping system is designed to handle a range of messes rather than simply maximizing temperature.

First, check the mopping moisture setting in the Narwal App — for tile floors, try "Medium" or "Low". Next, make sure the mop is clean and damp (not dripping). Water marks are more visible on dark or highly polished surfaces and are normal there. We recommend using a finer mopping mode and increasing how often the mop returns to the base to be washed.

Reduced runtime is usually related to battery aging, the cleaning mode in use, or a clogged filter. To narrow it down: fully charge the robot to 100%, then run one standard vacuum-and-mop cycle with Freo Mind turned off, and note how long it runs before returning to the dock. If runtime is still well below what it used to be, please contact support with the robot's SN code and a screenshot of the cleaning history report, and we'll help determine whether it's normal battery aging or an underlying issue.

Base stations are not sold separately, and each robot is paired to a single station — one robot cannot be bound to two stations. Separate maps can be saved for different floors in the Narwal App. For compatible models, carry the robot to another floor to use its saved map, then return it to its paired base station for charging and mop washing. For a dedicated station on each floor, a separate robot and station set is required.

Replacement frequency depends on usage and environment. As a general guide:

Mop: every 1–3 months. Replace sooner if it looks visibly worn, thinned, or cleans less effectively.

Side brush: check every 3 months. Replace if deformed, curled, or broken.

HEPA filter: every 3–6 months, or sooner if visibly dusty, discolored, or if suction drops.

Roller brush: every 6 months, or sooner if bristles are heavily worn or the brush body is damaged.

If cleaning performance drops noticeably, please check the relevant consumable first. Replacement parts are available on our official website.

Replacement frequency depends on home size and environment. For most homes, we recommend replacing the dust bag every 4–6 weeks; with pets or larger cleaning areas, replace it more often. The dust bag is single-use and should not be reused — reusing it can break the seal, leak dust, and even damage the base station's dust collection motor.

Accessories and consumables are available on our official website. Availability can vary by region, so please check the purchase options shown on the local site. Note that accessory compatibility differs by model — please refer to the accessory description for the specific model.

Please try the following:

Confirm the email address is correct and tap "Get code" / "Send".

Check the spam or junk folder — verification emails are sometimes filtered there.

Switch networks (Wi-Fi vs. mobile data, or a different Wi-Fi network) to rule out delays or blocking.

If using a regional or corporate email, try an internationally supported provider such as Gmail or Outlook.

If none of these work, please contact support with the email address and registration region.

In the Narwal App, go to Settings → Device → Privacy Settings and make sure the live-view image feature is enabled, and that the Live Video & Real-View Photo Privacy Agreement has been accepted. Once both are on, obstacle images will appear the next time the robot identifies an obstacle. Note: if the privacy agreement is later revoked, previously captured obstacle images will be cleared and cannot be restored.

This usually appears when the system detects that the device's region of use differs from the region where it was sold, triggering a regional protection mechanism. Please contact support with the proof of purchase or order number, a screenshot of the error, and the robot's SN code, and we'll submit it to our technical team for review.

We can't look this up directly. Please check the connected device list in the router settings. If it's unclear which entry is the robot, power off the robot and base station and note which device disappears from the list.

In Canada, Narwal products are available at ca.narwal.com and through select authorized retailers. Product availability and after-sales policies vary by country and sales channel. For purchases in Canada, please check our Canadian official website.

We don't currently offer a trade-in program. For anyone looking to upgrade, we recommend watching our seasonal promotions (such as Prime Day and Black Friday), which usually offer the best discounts of the year. Our newsletter is also a good way to avoid missing an announcement.

Automatic water inlet and drain is currently only available on Narwal Flow series models with the compact base station. Other models don't support plumbing installation, and we don't recommend modifying the unit or installing non-official accessories, as this can affect normal operation or void the warranty. If auto water exchange is a must-have, we recommend looking at the Flow series.