Shipping Policy
Orders processing
We process orders from 10:00am – 7:00pm on Monday till Saturday, while for Sunday we will process from 1:00pm – 7:00pm. We will not process any orders on all major Malaysia holidays.
Order processing hours
Monday – Saturday : 10:00am – 7:00pm
Sunday : 1:00pm – 7:00pm
Malaysia Public Holiday : Closed
Notes
- All orders will be shipped/picked up on the next following business days.
- All same day delivery orders will be shipped on the exact same day except to those who make orders after the cutoff time.
- Orders that have items unavailable, exchange of items, and/or any special requests may take some time to prepare and ship.
- Tracking numbers will be delivered to your email after our team has fulfilled your order. (You may also WhatsApp us to get your order status or tracking number.
- For any support regarding shipping, you may email to support@relx-store.com
Domestic orders
Courier Company in use for Domestic Peninsular Malaysia:
1) NinjaVan – Next business day delivery
2) J&T Express – Next business day delivery
- For NinjaVan and J&T, we will process your order on the next business day and the estimated time of arrival (ETA) is 2-3 business days.
- Customers will be notified via email once the order has been shipped. Please make sure that your email and phone number is entered correctly or else you would not be notified about your order info.
3) Lalamove – Same day delivery for certain area in Kuala Lumpur & Selangor
- Same day delivery orders must be placed and paid before 5:00pm and the ETA will be before 10:00pm on the same day. Our support team will contact you via WhatsApp or call if there is any issue regarding your order for example no rider at the moment or heavy rain etc. With these issues occurring, your order may be delayed on the next day.
- Any orders placed after 5:00pm will be processed on the next business day.
- For same day delivery, you would not receive any tracking number.
Courier Company in use for Domestic Sabah & Sarawak Malaysia:
1) PosLaju – Next business day delivery
- For PosLaju, we will process your order on the next business day and the estimated time of arrival (ETA) is 4-5 business days.
- Customers will be notified via email once the order has been shipped. Please make sure that your email and phone number is entered correctly or else you would not be notified about your order info.
International Orders
All international customers must be aware of the customs and importation laws for their respective country. Furthermore, all duties, taxes, and VAT fees are not covered and customers are responsible for these payments. RELX Distribution is not responsible for any packages that are seized or stopped by the authorities, or any fees that are required for international duties. In other words, as a consumer who chooses to purchase and have products shipped to a country outside of Malaysia, you are taking responsibility for your purchase, and acknowledging that you are aware of the laws pertaining to such shipments. Please contact your local authorities for more rules and regulations in regards to electronic cigarettes and vaping products. Shipping charges are non-refundable. Refunds are only applied to products that are returned to our facility. Only 80% of your total order excluding shipping fees will be refunded to you within 2-3 business days. We will contact you via WhatsApp or Email once the refund process is complete. If the return of your package incurred any types of return fees or duty fees, those charges will be deducted from your refund for the returned items. All products sold are listed in Malaysia Ringgit and will not be automatically converted into your local currency. RELX Distribution is not responsible for any conversion fees associated with international orders. If you have not received your order within 15 business days, please contact your local customs agency. Standard international shipping will only show movement from our warehouse to the Malaysia international sort facility.
Orders processing hours
Monday – Saturday: 10:00am – 7:00pm
Sunday : 1:00pm – 7:00pm
Malaysia Public Holiday : Closed
Standard air shipping
- Zone A – Brunei, Singapore, Cambodia, Hong Kong, Laos, Myanmar, Philippines, Thailand, Indonesia, Vietnam
- International Standard Air Shipping : 5-12 business days in transit
- Zone B1 – Australia, Bangladesh, China, Fiji, India, Japan, Macao, Mongolia, New Zealand, South Korea, North Korea, Taiwan, Sri Lanka
- International Standard Air Shipping : 5-12 business days in transit
- Zone B2 – Other Countries
- International Standard Air Shipping : 7-13 business days in transit
Hours of operation
Monday – Saturday : 10:00am to 7:00pm
Sunday : 1:00m to 7:00pm
Malaysia Public Holiday : Closed
Other logistic company in use for International
- EMS International
- TNT Express
- FedEx
- International orders express delivery : 3-7 working days in transit
- International orders standard delivery : 5-15 working days in transit
Terms & Conditions
Lost & undelivered packages
Lost or undelivered packages are not the responsibility of NCIG Distribution Enterprise, and any issues arising from packages/shipments not received must be resolved with the postal carrier in use. NCIG Distribution Enterprise strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 24 hours of the last tracking update. Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. NCIG Distribution Enterprise is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user.
Missing and incorrect items
If you are missing or have one or more incorrect items in regards to your order, email us at support@relx-store.com with your order number here. within 72 hours of order delivery. Please include a clear picture of the packing slip. Once your order has been reviewed, missing items will be shipped out. A return label will be provided for incorrectly shipped items if necessary.
Damaged in transit
If you receive your order with damaged items, you must email us at support@relx-store.com within 36 hours of delivery. Once your claim has been submitted, reviewed, and approved, we will reship the affected items. If you have not contacted us within 36 hours of delivery, a claim must be filed with the appropriate shipping courier.
Cancelling and altering orders
Due to the volume of orders RELX Distribution receives and in our efforts to provide the most expedient service to our customers, once an order has been placed and is processing we are unable to alter or change any order.
Delayed orders
Orders may be delayed depending on time placed (please refer to Order Processing Time & Cut-Off Time above) as well as conflict with holidays and other events. RELX Distribution observes all major national holidays (Malaysia) and orders placed immediately before or after those days may be delayed. Shipping Couriers may also observe additional holidays upon which additional shipping delays may occur during those times. Orders may also be reviewed to ensure security and accuracy. If your order is under review, you will be contacted within the same day.
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.
Updated in Jan 2023.
