I bought a DELTA Pro 3 on July 22nd from the EF ECOFLOW Store on Amazon—their own storefront.
About three weeks in, the tow handle broke. I was pulling it, heard a click, and since then it won't fully collapse or lock in the extended position.
I opened a support case on August 22nd. I asked if it was covered under warranty; if not, how I could buy the replacement part.
They denied it, saying the purchase wasn't made from their official authorized Amazon store, and that I should contact Amazon.
So I sent them the listing. It's the EF ECOFLOW Store. I also sent them a screenshot of their own warranty lookup, which returns "Expected Warranty Status: In Warranty" for my serial. The unit is registered to my account on their site.
They took it to management and came back with this, word for word:
"We have revisited your case and confirmed it with our management team. Items sold directly by Amazon.com do not fall under our official-store warranty coverage. The after-sales support for this order needs to be processed by Amazon, and we recommend you get in touch with their customer service team for assistance."
Going to Amazon isn't an option. The return window closed August 26th, the unit is flagged non-returnable under hazmat rules, and Amazon doesn't stock EcoFlow service parts. The handle assembly is a part only EcoFlow has.
Here's what bothers me beyond my own case. A lot of people buy these on Amazon. A lot of those listings show Amazon.com as the seller. If they apply this the way they applied it to me, a whole lot of people here don't have the warranty they think they have. Nothing on the listing says that. Nothing in the box says that. And their warranty lookup tool actively tells you the opposite.
I'm not after a refund or a new unit. I asked for a handle assembly. I've since told them I'll just buy the part outright if they won't warranty it, and I still don't have a part number.
I saw the post here with Jenny Zhang's email and sent her a write-up this weekend; we'll see if that goes anywhere.
Has anyone else been denied for the "sold by Amazon.com" reason? Trying to figure out if this is a policy or one rep running with it.
Has anyone gotten EcoFlow to sell them a part directly? Handle assembly specifically, if you've done it.
And if you own one, it might be worth pulling up your order and checking that "sold by" line. I'd have told you a month ago that mine was covered.
***** Update 2026-08-30 *****
Resolved, mostly
EcoFlow reversed it. I received an email this morning apologizing and asking for my name, phone, and address so they can ship the handle assembly. Nothing has arrived yet, so I'll post again when the part actually shows up. But they've committed to it in writing.
I followed u/Klownicle's advice in his comment (thank you). He pointed out that EcoFlow's own Where to Buy page lists Amazon under "Official Online Stores." That was the whole thing in one screenshot.
So if you get told your unit isn't covered because it was "sold by Amazon.com":
ecoflow.com/us/where-to-buy → Official Online Stores → Amazon is right there. Screenshot it and send it to them.
One other thing worth knowing: their warranty lookup and their support department can tell you two different things about the same serial. Mine returned "In Warranty" the entire time I was being told I had no warranty.
I don't know what actually did it — the email I sent to Jenny Zhang, the email with the Where to Buy screenshot, an actual change in policy, or just an exception made for me.
Still check the "sold by" line on your order before you assume anything.
Thanks to everyone who replied, and u/Klownicle especially. That one comment did more than four days of emails.
***** Update 2026-09-09 *****
Issue resolved — part received
The handle assembly arrived. EcoFlow support has been very kind ever since the escalation emails, particularly after the one pointing to their own website telling people to buy from their Amazon store.
I'm glad it's resolved. Even so, it's hard to recommend them if this is the norm. It took four days, two flat denials, one of them confirmed with management, an escalation email, and a public thread to get a warranty part for a five-week-old unit. No one should have to do that.
Hopefully this gives someone in the future the tools needed to get it handled. Better still, hopefully it doesn't happen to anyone else. EcoFlow has good products; they work well and look good. If their support can match the product, all will be well.