Support & FAQs

Order And Stock Issue

  • How can I change the item if I placed the wrong order?

    Customer cannot change the item in the order once payment is completed. Please contact our customer service to help change it for you. However please note we can only help to change the item before the package is being processed by the shipment company. If there is any price difference, we will either refund it for you after the order is shipped out or ask you to pay for it if the new item is more expensive. We can only arrange shipment once we receive the complete payment.

  • How to cancel the order?

    Customer can disregard an unpaid order if you do not want it anymore. After payment is completed, customer can contact our customer service to help cancel the order before it is being processed by the shipment company. Once the package is shipped out, no one can cancel the order in such cases.

  • If I can change the shipping method in my order?

    We can only help to change the shipping method before the shipping company send the package out.Therefore we advise to contact us within 24 hours to inform us which shipping method you would like to choose. If there is any price difference, we will either refund it for you or ask you to pay for it. We can only arrange shipment once the complete payment is received.

  • How can I know if the item can be sent to my country

    Rueboo offers two kinds of shipping methods that can reach most countries in the world. However please firstly make sure E-cigarettes and E-liquids are permitted to be imported in your country. Add items to your cart and you can check all the available shipping methods after filling in your delivery address during checkout.

  • Remote Areas

    DHL might in some cases applys a nominal “remote area charge”. This is very rare but can happen when your delivery address is too far from the main logistics centers.

    If your address is located in a remote area for the courier of your choice, we will contact you to discuss the issue. You will need to pay an extra $40 to cover the remote shipping fees from DHL. However, if you do not want to pay any additional fees, we would suggest that you ship your order to another address that the delivery service is available. Alternatively we advise to change the shipping method into an economic way. We will refund you the difference in shipping fee.

  • How can I get free shipping

    We offer free shipping only for the items on our free shipping page: https://www.rueboo.com/free-shipping. At present we only offer shiping via registered air mail for free. Customer can check the shipping fee information during checkout.

  • My payment is accepted, when will the order be shipped out?

    With most orders we can arrange shipment within 48 hours after we receive complete payment.If unfortunately the item purchased is not in stock, our customer service will contact you to inform you of the estimated dispatch time and offer solutions.

  • How can I know my order is shipped out or not

    When the order is shipped out, there will be a confirmation message sent to you. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues. If you believe that the email was not received due to the reasons mentioned, please feel free to contact us regarding the matter and we will provide you with your order number along with your tracking number (if the order has already been shipped out).

  • If the item is not in stock after placing the order

    The item stock availability can be updated and changed at any time due to the popularity and/or supply constraints of some of the products.

    If the item becomes restocking, we advise to give the item 3-7 more working days for process.

    If the item becomes out-of-stock, we advise to choose a replacement on the website or consider to cancel the item to get a refund.

    Please feel free to contact our customer service to inform us of your decision.

  • How long will it take to get the restocking item

    Normally we expect to receive the restocking item in 3-7 working days from vendors. We will arrange shipment immediately once the items are available. If the estimated restocking time is postponed due to some reason, we will send a message to inform customers and offer proper solutions.

Payment and Support Issue

  • How to win rewardpoints?

    Members can win reward points by Signing up, Placing order, Signing up newsletter.
    a. Signing up get 500 points.
    b. Placing order get points.
    c. Signing up newsletter get 100 points.
    d. Compensation from Customer Service for order issues.
    e. Points/Currency Exchange Rate: 500 = $1.00.

  • If my payment is failed

    Please make sure there are enough money in your payment account when paying for your order. If the payment is failed, please try another payment account to check if the payment can be successful. If the issue remains, please contact our customer service and provide more details of the error message received. We also advise to contact paypal or the payment company to check the issue in detail.

  • How can I know if the order is placed successfully or not if encountering “NET ERROR” during checkout

    We advise to check below information in your own accounts at first:

    1) Check the order record in “My Orders” in your Rueboo account;

    2)Check the transaction record in your paypal account or payment account to confirm if the payment is successful.

    If you cannot find the order record in your Rueboo account, please provide the transaction payment receipt, your Rueboo email account and the items you purchased for our customer service, we will help you check it in detail in our system.

  • If I can pay for the order with my store credit in wallet?

    Customer can pay for the order with store wallet. There is no amount limit. Once complete the payment, please contact our customer service to help confirm the payment and change the order status for you. Payment via store wallet is fast, safe and convenient. If there are any unacceptable behavior in using store wallet, Rueboo reserves the right to reset the store credits in customer’s account.

  • Can I apply a coupon code after I have placed an order?

    Unfortunately the coupon code cannot be used after the payment for the order is completed. In this situation we advise you to place a new order with the coupon code before it expires.

  • If the rewardpoints can be used as a discount in the payment of the order

    Customer can use the rewardpoints as a discount in the order during checkout. The order amount should be more than 10 USD. The discount (from the Points) cannot exceed 10% of the item sub-total cost. If there are any unacceptable behavior go against the above regulations in using points, Rueboo reserves the right to reset the points in customer’s account.

  • If phone call service is available

    Our Telephone: +86 (755) 85252806-833 is available for worldwide customers.Our working time: Mon-Fri. 9:00am-6:00pm, GMT+8 Sat: 9:30am-4:00pm,GMT+8 is for your information. Customers can feel free to make a phone call to us during the above working time. If there is any issue with your order when we are off-work, we advise to submit a message to our customer support center, we will reply to you within 24 hours.

Shipment Issue

  • I was sent a tracking number, but the tracking site shows that an electronic information received. What is the status of my order?

    Please note there can be delay between scanning event and the shipping company’s updated information online.

    However it doesn’t mean we haven’t sent the package out if the tracking result is the number cannot be found or there is an electronic information received on the tracking site. We receive the tracking unmber after the package is sent to the shipping company. In this situation, we advise to track the parcel online again a few days later. If this status lasts more than three working days after you receive the tracking number, please contact us and we will help you check the status with shipping company.

  • If my package is sent to incorrect address

    Customers are advised to check the address carefully before completing payment. If unfortunately the package is sent to incorrect address, it is unable for us to change the address after the package is shipped out. In this situation, please contact our customer service, we will help to check it with shipping company to confirm if the package can be returned and reshipped to the correct address. If there is any extra fee charged by the shipping company in this return and reshipment, customer holds the sole responsibility to pay for these fees.

  • My order is being Returned to Sender, if I can get a refund?

    Please note there can be delay between scanning event and the shipping company’s updated information online.

    However it doesn’t mean we haven’t sent the package out if the tracking result is the number cannot be found or there is an electronic information received on the tracking site. We receive the tracking unmber after the package is sent to the shipping company. In this situation, we advise to track the parcel online again a few days later. If this status lasts more than three working days after you receive the tracking number,

    If your parcel is being returned to sender due to any reason such as:

    * Unclaimed

    * Denied Due to Customs Charges

    * Incomplete/Insufficient Address

    * Undeliverable as Addressed

    * Prohibited Import / Denied Entry by Customs

    * Refused, etc…

    Only once the parcel arrives back to our facility and is checked in, will a refund be issued after we confirm the package is in an undamaged and resalable condition. Customers will be responsible for return shipping fees.

    We cannot be held responsibility for delays and transit times if your parcel is being returned.

    NOTE : When a parcel is sent back, as no one is essentially covering the return shipment, the destination carrier will send the item back with the slowest and cheapest shipping method to incur the least amount of cost. With that being the case, they will typically hold the parcel until they have enough items to send back at once to make it worth their money. This typically results are longer return transit times.

Product Issue

  • If there is warranty for my items

    We offer three-day guarantee for DOA ( Dead On Arrival ) items. When there is issue with the item after using, we can offer three monthes warranty for defective items. If the items are sealed and not used, we provide 30 days Unconditional Refund Guarantee. For more details, please review our warranty and return.

  • What can I do if there is a problem with my item

    Please fellow two steps:

    step 1
    Try to troubleshoot the item by checking the technical support we provided on the FAQ page. Often we can solve the problem for you without you needing to send anything back. If you cannot solve the issue by yourself with the solutions offered, we advise to ask a professional technician to help confirm that the item is faulty instead of being incorrectly used .

    step 2
    Contact our customer service with order number, item SN number and necessary photos or videos to describe your issue in detail, we will review your case with the information and offer proper solutions according to our warranty policy for each specific case.

  • If I can return the whole items in the order

    We accept unconditional return for unopened and unused items within 30 days after receipt. However the return shipping fee is customers’ responsibility in such cases and it is nonrefundable. If the defective item is within our warranty timeframe, we also accept a return. In this case, we advise to only return the defective item to save return shipping fee. Before sending any item back, please contact our customer service to get more instruction at first.

  • If item(s) is/are missing /incorrect item /broken item is received in the delivered package

    If you meet any of the above situation, please fellow below steps:

    *Check the status of your order on Rueboo, and see if you received any emails from Rueboo about the order. It’s possible we split your order into more than one delivery to speed things up.

    *Contact our customer service to describ the issue in details: Provide your order number, clearly describe which item(s) is missing/incorrect/broken and provide some necessary photos or video to display the issue clearly. We can cross-check our inner records.

    *Sometimes there can be a claim file from your local post office or shipping company required for the investigation and compensation. Once we confirm there is a mistake in arranging the order, we can offer a full compensation of the missing item(s).

    *Assuming the incorrect/broken item(s) is/are still in warranty and was/were not physically damaged, you can return the item(s) to us according to our customer service’s advice. The compensation of return shipping fee will be conducted according to the details in our warranty and return.

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