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What do I do if my parcel is not delivered?

August 20, 2020

If you did not receive your package, double-check your tracking information found in the shipping confirmation text or in your RELX account dashboard.



We recommend checking in with neighbors, front desk, mailrooms, or anywhere it may have been delivered. Please also check that the shipping address that was entered for the order is accurate and complete.



Please note: You must report damaged or missing items to us within 72 hours of the date of delivery. Failure to do so may result in a denied claim by the shipping carrier and exclusion from our return/exchange policy.

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How can I track my order?

August 20, 2020



Please note: Your order confirmation text is sent immediately after your purchase, which is different from your shipping confirmation text.



Your tracking information is also available in your RELX account dashboard. You can see the status of your delivery and a detailed tracking history by clicking on "View Tracking History" in the courier section.



To get more information on your delivery, to select notification preferences for delivery updates, and to access the courier's contact information, you can enter the tracking number directly in the courier's website.



If the tracking information shows your delivery is being held by the courier, use their website, or contact the courier directly to locate where your delivery is.

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Can I make a change to an existing order?

August 20, 2020

Once an order is placed, we are unable to make any additions or changes to your order. If you change your mind on all the items in the order, you can cancel your order within 45 minutes of placing it. If your order has been processed or has already shipped, we can help with a return so you can place a new order.

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Do I need to pay import tariff by myself?

August 20, 2020

The tariffs in different countries are different. Generally, the tariffs need to be borne by the buyer. However, as a RELX customer, we will reimburse you for 100% of the actual tariff. If you need to pay the import tariff for your package, please make advance payment and keep the payment voucher, then you can contact our official customer service by sending an email to support@relxtech.com. We will return the tariff you paid within 15-20 working days.

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How to cancel my order?

August 20, 2020

Before the package is shipped, you can contact customer service to help you arrange the cancellation of the order. Once the package is shipped, the order can't be canceled. 

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Where do I check the logistics status after the order is shipped?

August 20, 2020

For specific logistics status, please enter the logistics order number you received at www.relxnow.com/pages/track-order for the query. 

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What should I do if my package is damaged during shipment?

August 20, 2020

In addition to the outer packaging, our products are additionally equipped with an internal protective film. If the package is damaged, open it to see if the product is damaged. If it is not damaged, you can still use it. If the product is damaged, please contact our customer service by sending an email to support@relxtech.com within 48 hours after receiving the product, and our customer service will reply your email within 24hrs.

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What if the product I receive does not match my order or my package is lost?

August 20, 2020

Please feel free to contact our official customer service by sending an email to support@relxtech.com. We may ask you to provide pictures or videos when contacting the customer service so that they can understand your problem faster and help you solve it in time.

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Can I change my shipping address after the order is shipped?

August 20, 2020

Sorry, the shipping address can't be changed once the order is shipped. Before the order is shipped, you can contact our official customer service by sending an email to support@vapevale.com to change your address. 

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What shipping method do you provide?

August 20, 2020

Depending on the order address, the shipping methods vary. (Note: We may execute the age verification service when you receive the parcel. Please be aware that underage purchase and use are forbidden.)

Shipped from the North America: FedEx. 

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How long can I receive my order?

August 20, 2020

Depending on the your location and the availability of the products, your products will have different arrival time:

Located in the North America: 3-6 working days.

Other Regions: 3-7 working days.

For detailed global shipping times, please refer to the website: https://relxnow.com/pages/shipping-times.

In addition, we have provided a compensation policy for this shipping time. For details, please refer to the page: https://relxnow.com/pages/warranty. 

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What should I do if my tracking number has not been updated for a long time?

August 20, 2020

For the specific logistics status, please enter the logistics order number you received at www.relxnow.com/pages/track-order for the query. If the logistics status is not updated for more than 7 working days, please contact our customer service by sending an email to support@relxtech.com to help you deal with it. Our customer service will reply your email within 24hrs. 

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