Frequently Asked Questions
No shipping update 48 hours after ordering, or tracking number without movement?
Orders with a tracking number but no movement have been packed but not yet picked up by the carrier. If the tracking number shows no update after 48 hours, contact customer service to verify.
If your order is not shipped within 48 hours, contact customer service — usually it is caused by an incorrect phone number or an out-of-stock item.
How do I track my order?
Orders placed during the day ship the same day. Logistics updates every early morning, at the latest by the next morning. An email notification is sent after the update — it may also be in the spam folder.
Tracking methods:
1. Click Track Order in the homepage menu and enter your order number
2. Go to My Account, open your order details
3. Click the link below and enter your order number: http://www.relxq.com/express/check
Note: if you purchased without registering an account, you cannot view it in My Account — please use the order number instead.
When do you ship orders?
Orders placed during the day ship the same day, with logistics updated the next day.
Note: orders placed at night ship the next day, with logistics updated the day after.
Do you offer free shipping?
Domestic orders enjoy free shipping nationwide. Regions where free shipping is not available are stated in the product details. Overseas orders ship worldwide via DHL, UPS, DPD and EMS (shipping costs are paid by the buyer — contact customer service to place the order). This site prohibits purchases by anyone under 18 or under the legal age permitted by local regulations!
Confirm before ordering; if you are not sure, consult customer service first. Orders cannot be returned once shipped!
Are your products authentic?
Products marked as authentic are 100% guaranteed original. Products not marked as authentic are not original — we never pass off counterfeit goods as genuine. This site prohibits purchases by anyone under 18 or under the legal age permitted by local regulations!
What is your refund policy?
Exchanges before the order is packed and shipped are free of charge — contact customer service.
Refund-only requests incur a 10% transaction fee (confirm before ordering).
Once shipped, orders cannot be refunded; defective or wrong items can be exchanged as long as resale is not affected.
Orders already packed cannot be refunded. Refund applications cannot be cancelled once submitted — the order will ship normally and cannot be tracked on the platform. After cancellation, the tracking number will be shown in the order notes for self-query.
Why do you ask for alternative flavors?
For products where your chosen flavor may run out of stock, we recommend adding two alternative flavors.
If the flavor you selected is out of stock, we will send the alternative flavor instead.
Otherwise, we may send a duplicate flavor or a random popular flavor.
Every flavor is good, but alternatives are still recommended to avoid receiving flavors you don't like.
Are 5th-gen and 6th-gen pods compatible with my device?
Our 5th/6th-gen universal pods (such as JEX, SONG, TY 6th-gen pods, ZGAR Bingxiong, US Ice Bear 6.0S, etc.) are compatible with mainstream 5th-gen and 6th-gen devices and can be used with confidence.
If you are unsure whether your device model is compatible, consult customer service to confirm before ordering.
You may note your flavor preference in the order remarks when paying.