FAQ | PUDU Official Store

Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: Feb 2026

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1. General Questions

What products are currently available on the PUDU online store?

The PUDU online store features a curated selection of products, accessories, and service solutions. Our current focus includes the SH1 commercial intelligent scrubber dryer, the D5 all-terrain embodied robotic dog, and related service packages. Additional products and services may be introduced over time.

Is this an official PUDU website?

Yes. This website is an official direct sales channel operated by PUDU Robotics. We also maintain official store on Amazon US.

What will I receive after placing an order?

Once your order is placed, you will receive an order confirmation email. When your order ships, we will send shipping details and relevant updates to your email address.

How do I know whether I’m purchasing a product, accessory, or service?

Please review the product title, description, and checkout details carefully. Some listings are for hardware products, while others may be for accessories, service plans, or other add-on offerings.

What if I’m not sure which product is right for me?

We recommend starting with the product page for key features, intended applications, and technical specifications. If you still need guidance, contact us and our team will help you identify the right product or solution. You are also welcome to ask about PUDU Robotics products not currently listed on the site.

2. Product Questions

What is SH1 designed for?

SH1 is designed for a wide range of floor-cleaning applications, especially environments that require strong cleaning performance, efficient operation, and flexibility in tighter spaces. Please refer to the product page for detailed use-case guidance and specifications.

Will the product I receive look exactly like the images shown online?

We strive to ensure that the product information and images on our website accurately represent the product you receive. Minor differences may occur due to lighting, display settings, product updates, or design refinements. The delivered product shall prevail.

Can I purchase accessories or consumables separately?

Yes. Selected accessories and consumables are available for individual purchase. Please visit the Accessories section or the relevant product pages. If you do not see the item you need, please contact us for assistance.

Do your products come with after-sales support or extended service options?

Yes. PUDU products are backed by official after-sales support, and certain products may also be eligible for service packages such as PUDU CARE. Please refer to the relevant service page for details.

What should I do if my product experiences an issue?

Please contact PUDU customer support or technical support. In most cases, we begin with remote troubleshooting and then determine the next steps based on the specific situation.

3. Payment Questions

What payment methods do you accept?

We support a range of widely used payment methods. Available options will be shown at checkout and may vary by region and product type.

Why didn’t my payment go through?

Payments may fail for several reasons, including issuer restrictions, incorrect payment details, fraud prevention checks, network issues, or billing information mismatches. Please review your information and try again, or contact your payment provider or our team for assistance.

Can I make changes to my order after it has been placed?

If your order has not yet entered processing or shipment, certain changes may still be possible. Once fulfillment begins, modification options may be limited. If you are unsure about any part of your order, we recommend contacting us before completing your purchase.

4. Shipping Questions

Where do you currently ship?

We currently ship within the United States and Canada. Final shipping availability will be confirmed on the product page or at checkout.

When will my order be processed and how long will delivery take?

Orders are generally processed within three business days after confirmation. Processing and delivery timelines may vary based on product type, inventory availability, and destination.

How are shipping charges calculated?

Shipping charges are typically based on the product type, order value, destination, and selected shipping method. Final shipping costs are displayed at checkout.

How can I track my shipment?

Once your order has shipped, you will receive a shipment notification with tracking details. You may use that information to monitor delivery progress.

5. Contact Questions

How can I get in touch with PUDU support?

You may contact us through the Contact Us page, or through the email address, phone number, and Pudu Link app contact options listed on the website.

What are your support hours?

Support availability may vary depending on the type of request.

For pre-sales inquiries, we generally respond within 24 hours of receiving your message or email.

For after-sales technical support, remote service is available on business days from 9:00 AM to 6:30 PM CST, and on-site service is available on business days from 8:00 AM to 5:00 PM CST.

How should I contact you for partnerships, procurement, or business inquiries?

Please submit your request through the Contact Us page. For a faster response, include your company information, region, products of interest, and the nature of your inquiry.

What if I still need help after reviewing the FAQ?

If you do not find the information you need here, please contact us directly. To help us assist you more efficiently, include relevant details such as your question, order information, or product model.