FAQs
Frequently Asked Questions
ORDERING & SHIPPING
Do you ship internationally?
Yes. We currently ship to most countries and regions worldwide.
We offer free standard shipping to:
-
United States
-
Japan
-
South Korea
Shipping fees for other destinations are calculated automatically at checkout based on the destination and product weight.
Where are Relavel orders shipped from?
Most Relavel orders are fulfilled from our U.S. warehouse, where we maintain our primary inventory.
We also maintain selected inventory in Canada, Australia, the United Kingdom, and Europe to help reduce delivery times for customers in those regions.
If a product is unavailable in a local or regional warehouse, your order may be fulfilled through our international fulfillment center to ensure product availability.
Delivery times may vary depending on inventory availability and the fulfillment location.
How long will it take to process my order?
Orders are typically processed within 1–3 business days.
During holidays, promotional events, or periods of unusually high demand, processing times may be slightly longer.
Once your order has shipped, you will receive a shipping confirmation email with tracking information.
How long will delivery take?
Estimated delivery times vary depending on your location and warehouse availability.
| Destination | Estimated Delivery Time |
|---|---|
| United States | 5–7 business days |
| Canada | 5–10 business days |
| Australia | 5–10 business days |
| United Kingdom | 5–10 business days |
| Europe | 5–10 business days |
| Other Countries & Regions | 10–30 business days |
If local inventory is unavailable and products must be transferred from another warehouse, delivery may take longer.
-
Local inventory available: 5–10 business days
-
Inventory transfer required: up to 30–60 business days
Please note that delivery estimates are not guaranteed and may be affected by customs inspections, weather conditions, transportation disruptions, carrier delays, public holidays, or other unforeseen circumstances.
Can I track my order?
Yes.
Once your order has shipped, you will receive a tracking number via email.
Tracking updates may take several business days to appear depending on the carrier and destination country.
Can I modify or cancel my order after placing it?
Orders are processed automatically after submission.
Because fulfillment may begin immediately after an order is placed, we are generally unable to modify, cancel, or update orders once they have entered processing.
If you need assistance, please contact our support team as soon as possible after placing your order, and we will do our best to help.
PAYMENTS
What payment methods do you accept?
We currently accept:
-
Visa
-
Mastercard
-
American Express
-
Discover
-
PayPal
Additional payment methods may be available depending on your location.
All transactions are securely processed.
Can payment verification delay my order?
Yes.
To help prevent fraudulent transactions, certain orders may require additional verification.
Orders may be delayed, placed on hold, or canceled if verification cannot be completed successfully.
CUSTOMS, DUTIES & TAXES
Will I need to pay customs duties or import taxes?
If your order is fulfilled from one of our local or regional warehouses (such as the United States, Canada, Australia, the United Kingdom, or Europe), import duties and customs charges have generally already been settled during the import process, and additional fees are usually not required upon delivery.
If your order is fulfilled through our international fulfillment network, customs duties, VAT, taxes, import fees, brokerage fees, or other government-imposed charges may apply depending on your country's regulations.
If applicable, these charges are the responsibility of the customer.
Because customs policies vary by country, we recommend contacting your local customs office before placing an order if you have questions regarding potential charges. You are also welcome to contact the Relavel support team before placing your order, and we will be happy to help check the most likely fulfillment location and provide general guidance based on your destination country.
Can you mark my package as a gift or declare a lower value?
Unfortunately, no.
We are legally required to provide accurate customs declarations and cannot alter product values, descriptions, or shipping documentation.
RETURNS & WARRANTY
What is your return policy?
We offer a 7-day return window from the date your order is delivered.
To be eligible for a return, items must be:
-
Unused
-
In original condition
-
Returned with all original packaging, labels, and accessories
For full details, please refer to our Returns & Refunds Policy.
What items cannot be returned?
The following items are generally non-returnable:
-
Customized products
-
Clearance or final sale items
-
Promotional gifts
-
Gift cards
-
Toiletry bags and personal-use items
-
Products showing signs of use, damage, or alteration
Do you charge a restocking fee?
Approved non-defective returns may be subject to a restocking fee of up to 30% of the original purchase price.
This fee helps cover inspection, handling, processing, and repackaging costs.
Any applicable fee will be deducted from the final refund amount.
What warranty do you provide?
Relavel provides a limited 30-day warranty against verified manufacturing defects.
If your product arrives defective or develops a manufacturing fault within 30 days of delivery, please contact our support team.
Photos or videos may be required to verify the issue.
Depending on the situation, we may offer:
-
Replacement parts or accessories
-
A replacement product
-
Store credit
-
Partial refund
-
Full refund
My package shows delivered, but I have not received it. What should I do?
Please first:
-
Check with household members, neighbors, or building management
-
Contact your local carrier or post office
-
Check any designated pickup or collection points
In many cases, packages are awaiting collection or carrier tracking is updated before final delivery.
We will gladly assist by reviewing available tracking information and communicating with the carrier whenever possible.
What should I do if my product arrives damaged?
Please inspect your order promptly upon delivery.
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery and provide:
-
Your order number
-
Photos of the product
-
Photos of the packaging
-
Photos of the shipping label
Our support team will review the issue and provide an appropriate solution.
CONTACT US
How can I contact Relavel?
If you have any questions regarding your order, shipping, returns, warranty, or products, please contact us at:
Our customer support team will be happy to assist you.