FAQs

How long does a 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 device last?

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

Compared 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 significantly less harmful than traditional cigarettes and reduce the impact of second-hand smoke by up to 95%. This helps bring down health risks not only for you but for the people around you as well!

Can I use it to quit smoking or replace cigarette usage?

All our of e-liquids are crafted and blended carefully by our chemists in order to create an authentic experience with a fresh twist. The main component of RELX’s e-liquids is plant glycerol - a mildly sweet substance that is far less carcinogenic than tar and other chemicals and byproducts often found in regular cigarettes. There may be an initial adjustment period where your palate adjusts to the mild taste, but rest assured that it's far from unpleasant.

Nicotine level?

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.

Ingredients?

All RELX pod formulations utilize pharmaceutical-grade propylene glycol to stabilize the plant glycerin and tobacco oil emulsion. RELX’s propylene glycol suppliers meet the US Pharmacopeia's specifications and standards, ensuring consumer safety.

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.

What are included in the Starter Kit?

Each starter kit comes with one RELX vape pen in the color of your choice, one mint e-liquid pod, one USB charging cable, and an instruction booklet.

 

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.

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 New Zealand customer support (support@relxnow.co.nz) ASAP with photo evidence to back up your claim, and we will process it at the earliest.

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 10 days without any updates, please contact RELX New Zealand customer support (support@relxnow.co.nz).

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 New Zealand customer support (support@relxnow.co.nz).

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 New Zealand customer support (support@relxnow.co.nz).

When will I receive my order?

Please expect to receive your order within 2 - 3 business days depend on your location.

What shipping methods do you offer?

All orders will be delivered to you by Courier Post with signature required.

What should I do if my parcel is lost?

In a situation where you have not received your order within 5 business days of purchase, please contact RELX New Zealand customer support (support@relxnow.co.nz) 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 Payment Express, we have zero access to your personal payment information.

 

Warranty & Repair

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

All refunds are processed within a 10 business days period.

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 New Zealand is not responsible for unpaid packages upon their arrival.

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

Please contact RELX New Zealand customer support (support@relxnow.co.nz) 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 New Zealand reserves the right to deduct the shipping fee from the refund amount.

 

STILL HAVE ANY QUESTIONS?

Contact us any time at support@relxnow.co.nz