FAQ

A. ORDER & PAYMENTS

  1. How can I cancel my order or update my order?

To ensure fast processing and delivery, orders are handled quickly after being placed.
If you would like to cancel or update your order, including changes to the shipping address, item, variant, quantity, or other order details, please contact us within 2 hours of placing your order.
Our support team will review your request and assist you within 24 hours.
Please include the following information so we can process your request faster:
  • Your order number
  • The exact change or cancellation request
  • Your updated shipping address or item details, if applicable
Please note that once an order has entered processing, production, or shipment preparation, cancellation or changes may no longer be guaranteed.
Contact us:

  1. I forgot to enter my discount code. What should I do?

We understand that you may have missed entering your discount code at checkout. Here are the available options to resolve this:
a. Contact us as soon as possible for manual application Please contact our support team at info@myrelux.com as soon as possible. If you provide us with the correct discount code and your order has not yet been processed for shipping, our team will be happy to manually apply the discount to your order for you.
b. Discount code reimbursement or future use
  • Personalized Coupons: If the discount code was a personalized coupon provided by us before your purchase, we can reimburse you an amount equivalent to that coupon.
  • Promotional Offers: If the code was an after-purchase or promotional offer, it cannot be applied retroactively and will be valid for future purchases only.

  1. Where can I find my confirmation email?

If your order was placed and processed successfully, an automated order confirmation email would have been sent to your registered email address.
Please check your Spam, Junk, or Promotions folders if you don’t see it in your main inbox.
If you are still unable to locate the email after checking all folders, please contact us immediately through one of the following methods:
  • Email: Send a message to info@myrelux.com
Our team will investigate your order status and you will receive a response via email within 24-48 hours.

  1. Is my payment information and credit card data secure?

At Myrelux, we take the security of your personal and financial information very seriously. Your payment data is protected through the following measures:
  • Encryption and Security Standards: We use industry-standard encryption protocols to ensure that your credit card data and personal information are kept secure during the transaction process.
  • Secure Payment Processing: Your payment information is handled with the highest level of security, and we do not store sensitive credit card details on our local servers.
  • Identity Verification: In some cases, we may ask for proof of identity during the payment process to prevent fraudulent transactions and further protect our customers.

  1. How long does it take to get a refund?

All refunds are issued back to your original form of payment.
Once we process the refund, the amount will typically appear in your account within 2–5 business days, depending on your bank or card provider’s processing time.
If you do not see the refund after this period, please contact your card-issuing bank for further assistance.

  1. Can I pay using Paypal without a Paypal account?

Yes! It is commonly misunderstood that a Paypal account is needed to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.
Without a Paypal account, all you need is Paypal supports any Debit/Credit card stated below that.
By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payments online. No account is needed.

  1. Can I change my credit card or payment method after an order has been successfully placed?

Once an order has been successfully processed, we are unable to change the credit card or payment information associated with it. If you wish to use a different card, you may cancel your order within the 2-hour grace period and place a new one using your preferred payment method.

B/ SHIPPING & DELIVERY

  1. How long will it take to receive my order?

To ensure your order is inspected and delivered securely, MyRelux follows a strict fulfillment and shipping timeline:
  • Order Processing / Handling Time: 2–4 business days
    • Note: Processing time is separate from shipping time.
  • Shipping Time / Transit Time:
    • United States: 3–12 business days
    • Outside the United States: Usually takes 5–15 business days, depending on destination, carrier availability, customs clearance, and local postal service.
  • Total Estimated Delivery: You can typically expect your package within 5–19 business days from the date of purchase.
  • Peak Season Notice: During high-volume periods, major holidays, or promotional events, please allow an additional 3–7 business days for possible carrier delays.
  • Important Condition: This estimated delivery timeframe does not apply if the delay is caused by incorrect or incomplete address information provided by the customer, customs clearance hold, carrier issues, or circumstances outside our control.
  • Additional Note: Delivery is carried out from international warehouses. Delivery times may vary depending on product demand and warehouse availability.

  1. How can I track my order?

Via the Shipping Confirmation Email
  • Once your order ships, we’ll send you an email with your tracking number and a direct link to track it.
Through the Tracking Page
  • Use our https://myrelux.com/apps/parcelpanel just enter your Order Number and your email, or Tracking Number

  1. Where are we located?

Since our distribution locations vary depending on product availability and demand, most of our orders are fulfilled from the United States (main production facility).
During peak seasons or high-demand periods, a small portion of orders may be fulfilled by our trusted ASIA facilities to maintain stock availability and ensure timely processing.
Please note that shipping times may vary slightly depending on the fulfillment location.
Regardless of where your order ships from, all items go through strict quality control before dispatch.
If you need urgent shipping assistance, please contact us at: info@myrelux.com or at +1 909 916 0048 (SMS only)

  1. Why is the shipping time so long/taking longer than expected?

At MyRelux, we prioritize the quality and condition of every order before it is shipped out. Here is what you need to know about our shipping process:
  • Fulfillment: Most orders are fulfilled by our U.S. fulfillment partners. During high-demand periods, some orders may be shipped directly from our trusted international facilities to ensure product availability and avoid unnecessary delays.
  • Secure Shipping: To make sure your package is delivered safely, we work with reliable shipping partners and follow standard shipping procedures. Depending on the destination, carrier availability, and local postal service, transit time may take slightly longer than expected.
  • Quality Check: Every order goes through a quality check before shipment to ensure the item is in good condition and ready for delivery.
  • International Delivery Notice: For orders outside the United States, shipping may take 2–3 business days longer than U.S. delivery due to longer transit routes, customs clearance, and local carrier processing.
We stand behind our product quality and are always here to help. If your order has not arrived within the estimated delivery timeframe or you have concerns about the delivery status, please contact us immediately. We will investigate and provide the most suitable solution for you.
Contact Us:
  • Email: info@myrelux.com
  • Phone number: +1 909 916 0048 (SMS only)
  • Website: https://myrelux.com/pages/contact
Rest assured, we’ve got you covered!

  1. Contact list of local carrier

USPS +1-800-275-8777
Fedex +1-800-463-3339
SpeedX +1 800-658-4192
UniUni +1 800-282-2468
SwiftX +1 909-268-7835
Gofo Express +1 949 688-6032

  1. Tracking shows my order was returned

There are usually 2 common reasons why your package is returned:
Your shipping address is incorrect/insufficient. Please contact the nearest local post to check if it is still being held there.
  • If the package is no longer available at your local post office, please contact us for assistance. We can help arrange a reshipment at a discounted price or with a small shipping fee.
You were not able to collect your package when it was out for delivery.
  • In this case, the package is typically held by the carrier or at the local post office for a limited period. Please contact the carrier directly to arrange a pickup within that timeframe.
If the package is not collected in time, it may be returned and handled by the carrier. In that situation, please contact us, and we will assist you with a reshipment at a discounted price or with a small shipping fee.

  1. Tracking shows "Delivered" but I have not received my order

If your tracking status shows “Delivered” but you cannot locate the package, please don’t worry. Here are a few steps you can take:
A. Check Around Your Property
  • Packages are sometimes left in less noticeable areas. Please check:
  • Your mailbox, porch, doorstep, or garage
  • Your apartment office or building reception (if applicable)
  • Your PO Box (you may need to visit your local post office to collect it)
B. Ask Neighbors or Household Members
Occasionally, a neighbor or someone in your household may have accepted the delivery on your behalf.
C. Verify Your Shipping Address
Review your order confirmation to ensure the shipping address is correct. An incorrect or incomplete address may result in delivery to the wrong location.
Still need assistance?
If you have completed the steps above and still cannot locate your package, please contact us at info@myrelux.com we’ll be happy to assist you further.

C/ RETURNS & REFUNDS

  1. What is your return policy window and eligibility requirements?

We stand behind our MyRelux product 100% and want you to be fully satisfied with your purchase.
Here is our straightforward return policy:
  • Return Window: You have 30 days from the date of delivery to request a return or exchange.
  • Eligibility Requirements:
    • The item must be in its original condition, unused, and undamaged.
    • The item must be returned in its original packaging.
    • All included parts, accessories, manuals, or inserts must be returned together with the product, if applicable.
  • Non-Returnable Items: For safety and hygiene reasons, items that show signs of use, wear, damage, alteration, or modification cannot be accepted.
How to start a return:
If your MyRelux product does not meet your expectations, please contact us immediately and include:
  • Your order number
  • Clear photos of the item received
  • A brief description of the issue or reason for return
  • Contact us: info@myrelux.com or https://myrelux.com/pages/contact
Once we receive and inspect your return, we will provide the most suitable solution for you, whether that is a refund, exchange, or replacement. No hassle at all.

  1. Who is responsible for return shipping costs?

Customers are responsible for all return shipping costs to our warehouse for exchanges or returns.
Please note that original shipping fees are non-refundable.
However, if you receive a damaged, defective, or incorrect item, please contact us with your order number and clear photos of the issue.
After reviewing the case, we will provide the most suitable solution, which may include a replacement at no extra cost to you.

  1. How long does the refund process take?

Once we have processed your refund in our system, it typically takes 2–5 business days for the funds to appear in your account.
Please note that this timeframe depends entirely on your bank or credit card issuer.
While we issue the refund as soon as it is approved and processed, some financial institutions may take a little longer to post the transaction.
If you do not see the refund after 5 business days, please contact us so we can investigate the status with our payment provider and make sure everything is on track.
Rest assured, we’ve got you covered.

D/ PRODUCT ISSUES & WARRANTY

  1. What should I do if I receive a faulty, damaged, or incorrect item?

If your item arrives with a defect, damage, or is the wrong model, please contact us immediately. At OniHolic, we make this process as simple as possible:
  • No Return Necessary: For damaged or incorrect items, you do not need to ship the item back.
  • Send a Video: Simply email a short video showing the issue and the pictures of the shipping label you received to info@myrelux.com
  • Optimal Solution: Once we receive your video, we will investigate the reason and provide an immediate solution-either a free replacement or a full refund.
Rest assured, we’ve got you covered! We will do our absolute best to resolve this for you right away.

  1. Will I be charged extra shipping if you send me missing items?

No, you will not be charged any extra shipping fees.
If we find that an item was missing from your order due to a processing error or a split shipment, we will cover 100% of the shipping costs for the replacement or the remaining part of your order.

  1. My package shows "Delivered" but I haven't received it. What should I do?

It can be frustrating when tracking shows "Delivered" but your gear is nowhere to be found. Before panicking, please follow these steps:
  • Check the surroundings: Carriers sometimes place packages in discreet spots (behind bushes, under porches, or with a neighbor) to prevent theft.
  • Wait 24 hours: Occasionally, carriers mark a package as "Delivered" when it is still on the truck and will actually arrive the following business day.
  • Verify the address: Double-check your order confirmation to ensure there were no typos in the shipping address.
What we will do for you: If you still haven't found it after 24 hours, contact us immediately. We will:
  • Investigate the reason
  • Provide an optimal solution
Contact us:
  • Email: info@myrelux.com

  1. What is your policy if my package is confirmed lost during transit?

If a carrier confirms that your package is lost, or if it remains stuck with no tracking updates for more than 15 days, please contact us immediately.
We understand how frustrating this can be, and we will handle it as follows:
  • Immediate Investigation: We will contact our logistics partners to investigate the reason for the loss or stall.
  • Optimal Solution: Once confirmed lost, we will provide the most optimal solution for you. No hassle at all.
  • No Extra Cost: You will never be charged for a replacement if the loss was due to carrier or transit issues.
How to reach us:
  • Email: info@myrelux.com
Rest assured, we’ve got you covered! We take full responsibility for ensuring your gear reaches your hands.

  1. What if my item tears or becomes damaged shortly after use?

We’re sorry to hear that your MyRelux item became damaged shortly after use.
Please contact us at info@myrelux.com as soon as possible so our team can review your case and provide the best possible solution.
To help us investigate faster, please include:
  • Your order number
  • Clear photos or a short video showing the damaged or torn area
  • A brief explanation of how and when the issue happened
  • Photos of the product label or packaging, if available
Once we receive the details, our team will carefully review the issue.
Depending on the situation, we may offer a replacement either with or without an additional fee.
Each case will be reviewed individually, and we will do our best to provide the most suitable solution for you.