Shipping & Receiving

What is Adult Signature Required on delivery?

April 20, 2020

In order to prevent underage use of our products, every order is guaranteed with Adult Required Signature on delivery. The recipient must be at least 19 years of age within Canada. Otherwise the package will be returned back. Please make sure you are at least above legal age for nicotine products according to local laws in order to purchase on RELX Canada online website. For detailed information please see: https://www.ups.com/ca/en/shipping/services/value-added/delivery-confirmation.page.

Where do you ship the products from?

April 20, 2020

Your products will be shipped from the RELX Canada domestic warehouse.

How long can I receive my order?

April 20, 2020

You will receive your order within 7 working days(national holidays excluded).

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

What shipping method do you provide?

April 20, 2020

Currently we ship all packages through UPS.

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

April 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@relxintl.com to change your address.

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

April 20, 2020

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

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

April 20, 2020

For the specific logistics status, please enter the logistics order number you received at https://ca.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@relxintl.com to help you deal with it. Our customer service will reply to your email within 24hrs.

What should I do if my package is lost?

April 20, 2020

In a situation where you have not received your order within 25 days of purchase, please contact us (via IM at ca.relxnow.com, or write to support@relxintl.com) and send us your order number along with your concerns.

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

April 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@relxintl.com within 48 hours after receiving the product, and our customer service will reply to your email within 24hrs.

How to cancel my order?

April 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.

Do I need to pay import tariffs by myself?

April 17, 2020

Generally, the tariffs need to be borne by the buyer upon clearance before entering a Canada warehouse. You don’t have to pay for tariffs.

RELX INFINITY & ESSENTIAL

Infinity Device

Essential Device

RELX Pod Pro

RELX CLASSIC

Classic Single Device

RELXPods

RELX nano

RELX nano 2

Accessories

Infinity Charging Case