FAQ

What is the RELX Guardian Program that appears on all Marketing materials?

You can see details in the below link

https://www.relxaustralia.com/pages/youth-prevention-guardian-program

 

What is the material of RELX device and pod?

RELX Classic device is made of aluminum alloy with high strength and endurance. The shell material of cartridge is PCTG produced by Eastman in the US, which is mostly used to make aviation cups, milk bottle, etc. It is resistant to high temperature and will not release harmful substances, thus you can use it without any worries.

 

How long does a RELX vaping pod last?

Each pod carries e-liquid enough to last around 650 puffs. How fast or how slow you finish each pod is based entirely on your daily vaping habits and how much vapor you take in with each drag. Compared to the average lit cigarette (8-10 puffs), you're definitely coming out on top!

 

How long can the RELX vaping device last?

Our vape pens are made to last! Hardy and durable, a RELX device used normally and need only be replaced when the standard service life of the batteries begins to deteriorate, which usually takes around 2 years.

 

Compared vaping with combustible cigarettes, which can do more harm?

Most of the recent studies documenting the short-term effects of e-cigarette consumption conclude that e-cigarettes are at least 95% less harmful than traditional cigarettes. This helps bring down health risks to smokers.

 

How much nicotine is in a RELX pod? and what Nicotine level should I use for a RELX pod?

Currently, we offer pods at two levels of nicotine concentrations, 5% and 3%. 

As a company geared towards helping people in the world over transition to better alternatives, we support customers who are keen on decreasing their nicotine intake. Since nicotine is a stimulant that triggers the brain’s reward circuitry, it is completely normal for consumers accustomed to a higher concentration to initially find the use of lower-percentage nicotine pods less pleasurable.

 

What are the ingredients of the RELX e-juice/oil?

All RELX pod formulations utilize pharmaceutical-grade propylene glycol to stabilize the plant glycerin. RELX’s propylene glycol suppliers meet the US Pharmacopeia's specifications and standards.

Furthermore, our e-liquid delivers nicotine without the usual host of additives, chemicals, and toxins found in regular cigarettes, thereby greatly reducing the health risks posed by traditional tobacco products.

 

How do I get started with my RELX device?

First, please make sure you are using the right pods for your device: The RELX Classic device is compatible with RELX Classic Pods, while the RELX Infinity and Essential devices are compatible with RELX Pod Pros and RELX Pods.

Start by simply inserting the RELX pod into the RELX device. This article will show you to use your first RELX device.

 

How to clean my RELX device? How to charge my RELX device?

We've outlined how to clean a vape pen and charge the RELX vaping pen in this article to make your device last for the long term.

 

What is the best way to store the RELX device?

Avoid storing a RELX device for more than two weeks on an empty charge. It is best to charge the device entirely and remove the RELX pod before storing.

As with all products containing nicotine or intended for use with the consumption of nicotine, store the RELX device out of reach of children and pets.

 

Can I take the RELX device and/or RELX pod on an airplane?

RELX devices are safe for travel, but most airlines restrict the use of vaporizers onboard the aircraft. Most airlines also have restrictions on devices with lithium batteries. Contact your airline or check the list of prohibited items provided by the airline company.

Exposure to extreme altitude changes can cause leakage in RELX pods. You should dispose of any partially used RELX pods before you board the aircraft and use a fresh one when you land. If your RELX pod leaks, it is best to avoid direct contact with the liquid.

If your hands come into contact with the liquid, please wash your hands with soap and water. You can still use a RELX pod if some e-liquid has leaked, after carefully wiping it off with a clean cloth or tissue before inserting it into your device. If the leakage persists, please contact support@relxaustralia.com

 

Are RELX pods waterproof?

All RELX devices are not waterproof.

 

Can I open or refill my RELX pod?

To ensure product safety and quality, RELX pods are not designed to be reused or refilled and should not be opened. Opening or otherwise tampering with the pod will render the warranty on the pod null and void.


 

 

 

Ordering & Shipping

Can I redirect my order to a different address if my order has already shipped?

Sorry, we can only provide shipping to the original destination specified in the order details. However, you may contact DHL Express directly for redirect your parcel if they can accept your request.

 

What should I do if I receive wrong items or if any of my ordered items are missing?

In the event that there’s an issue with your order contents (whether wrong or missing items), please contact RELX Australia customer support (support@relxaustralia.com) with photo evidence to back up your claim ASAP, and we will process it immediately.

 

What should I do if my tracking has not been updated for an extended period of time?

If you’ve been checking the tracking system for over 5 days without any updates, please contact RELX Australia customer support (support@relxaustralia.com).

 

What should I do if my parcel was damaged upon delivery?

If the damage to the parcel affected the contents inside, please take adequate photo evidence and contact RELX Australia customer support (support@relxaustralia.com).

 

How do I track my order?

Once you order has been shipped, you will receive our notification email with the tracking number. If you have not received the tracking number after 2 business days of completion of your order, please contact RELX Australia customer support (support@relxaustralia.com).

 

Where will the order shipped from?

Due to current Australia regulation, all Australia orders will be shipped out from New Zealand.

 

When will I receive my order?

Please expect to receive your order within 5 business days depend on your location. Don’t be surprise if you receive your parcel overnight as well.

 

What shipping methods do you offer?

All orders will be delivered to you by DHL Express.

 

What should I do if my parcel is lost?

In a situation where you have not received your order within 5 days of purchase, please contact RELX Australia customer support (support@relxaustralia.com) and send us your order number along with your concerns.

 

How do I cancel my order?

You can cancel your order only before it has been processed for shipping; if your order has already been shipped, we are unable to cancel your order.

 

 

Payment & Security

What payment methods do you accept?

We accept major credit cards.

 

Does RELX collect and store my payment details?

We do not collect or store any of your payment details. Since all payments and payment processes are handled directly by Paypal, we have zero access to your personal payment information.

 

What is the Return / Cancellation Policy?

We do not have to provide a refund if you have changed your mind about a particular purchase, so please choose carefully. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

All courier charges on returns are not refundable unless the return is due to you receiving goods differ from that which you purchased or your goods are damaged in transit. If you do receive a product which is faulty or different from that which you purchased, please contact us immediately to arrange a return or exchange of the product. We will then inspect the returned product and if found to be faulty or different from that which you purchased, you will be reimbursed for the delivery charge. For goods damaged in transit, we may refuse to exchange these damaged goods if you signed for them at the time of delivery, accepting the goods were received in good condition. Please ensure you check your goods for any damage prior to signing the delivery docket for your product.

 

Warranty & Repair

I’m due for a refund, how long until I receive it?

All refunds are processed within 5 business days.

 

Do I need to pay for the shipping fee when returning a product for repair or replacement?

In the event that you need to return a product for repair or replacement (as covered by the limited product warranty), simply print the waybill code provided to you by the customer service team to avoid having to pay any shipping fees. If you wish to return or request replacement for reasons outside of those covered by the warranty, you will be responsible for paying the shipping fees. Please ensure you pay the exact postage amount, failing which your package will either be rejected or sent back to you; RELX Australia is not responsible for unpaid packages upon their arrival.

 

My device is malfunctioning; how do I get it repaired?

Please contact RELX Australia customer support (support@relxaustralia.com) with details about the issue and photos/videos of the malfunction.

 

What's the process for return and replacement?

Once your package has been received and verified against the warranty, we will issue a full refund or a replacement for the eligible products. If an accessory is returned without cause, RELX Australia reserves the right to deduct the shipping fee from the refund amount.

 

STILL HAVE ANY QUESTIONS?

Contact us any time at support@relxaustralia.com