Welcome to RELX Support

Product Information

While this is not normal behavior, here are some things you can try. First, power-cycle the device by holding the power button for 20 seconds, 5 times. Attempt to start the phone by holding down the power button and the volume-down button at the same time. This will start recovery mode where you can perform a factory reset. If this does not solve your problem, please follow these steps:

1) Let your phone rest for 12 hours (do not charge);

2) Charge with the official charger and cable for 6 hours;

3) After 6 hours, disconnect then reconnect your phone to the charger. A low battery screen should appear;

4) Do not attempt to boot. Allow it charge for 1 more hour;

5) After 1 hour, your device should be ready to boot and power-on.

The Black Shark is designed to run at maximum performance while dissipating heat with liquid-cooling. As a result, you may feel some heat on the body of the phone during intensive usage.

However, we assure you that our devices and hardware have been thoroughly tested for safety, so heat is not a concern.

If you feel that your phone is producing heat outside of normal levels, please contact customer support for help.

First, confirm whether the issue is related to a specific application. If you are experiencing problems with a single app, uninstall and reinstall that app.

Make sure that your device is up-to-date. If the issue persists, please back up your device and perform a factory reset.

The following advice will help you to keep your phone looking good and performing well.

1) Use a soft dry cloth to clean your phone and charger. Don't use liquids such as alcohol, dilution agents or benzene;

2) From time-to-time, clean the socket where the charger cable connects to the phone. Dust tends to gather there. This will ensure a good connection;

3) Don't use needles, pen points or other sharp objects on the keypad or screen;

4) Don't use your phone with wet hands – it could injure you and damage the phone.

5) Don't use your phone in a dusty or dirty environment.

6) Keep your phone away from extremes of heat – like radiators or ovens. It may malfunction if it gets too hot.

7) If your phone gets wet, the warranty will be void.

8) If there's anything wrong with the phone, battery, charger, or any accessory, please contact our support for help.

Currently, no. We are working on offering you more customization options in the future. 
The Black Shark device does not have an IP certification. Please avoid water and high levels of humidity.
Gameboost mode boosts your CPU and GPU performance. This will increase power consumption and heat-dissipating from your device.

Shipping & Receiving

Parcel Delivery service guarantees the delivery of your shipments at all Pos Laju Coverage area countrywide.
For the specific logistics status, please enter the logistics order number you received at www.relxmy.com/pages/track-order for the query. If the logistics status is not updated for more than 7 working days, please contact our customer service by sending an email to support@relxmy.com to help you deal with it. Our customer service will reply your email within 24hrs.
Please be assured that your shipment will reach by the next working day to up to 7 (seven) working days.

Sorry, the shipping address can't be changed once the order is shipped. Before the order is shipped, you can contact our official customer service by sending an email to support@relxmy.com to change your address.

Please feel free to contact our official customer service by sending an email to support@relxtemy.com. We may ask you to provide pictures or videos when contacting the customer service so that they can understand your problem faster and help you solve it in time.

In addition to the outer packaging, our products are additionally equipped with an internal protective film. If the package is damaged, open it to see if the product is damaged. If it is not damaged, you can still use it. If the product is damaged, please contact our customer service by sending an email to support@relxmy.com within 48 hours after receiving the product, and our customer service will reply your email within 24hrs.

Before the package is shipped, you can contact customer service to help you arrange the cancellation of the order. Once the package is shipped, the order can't be canceled.

Payment & Safety

We are using Poslaju courier to deliver.
We support payment via iPay88, iPay88 offers merchants comprehensive online payment options such as credit/debit cards, bank transfers.

The payment process uses a redirect approach, customers will be redirected a secure iPay88 page where they will make a payment and then be returned to your store.

If you encounter any problem during the payment process, please feel free to contact our customer service by sending an email to support@relxmy.com, we will reply to your email within 24hrs.
This situation is very rare, you can refresh the page and try to pay again. In any case, if your account is abnormally debited repeatedly, you can contact our customer service, we will verify the situation. The extra money paid will be returned to your original payment account.
We reserve the right to cancel your order and refund the original account if we detect one of the following vialations before the goods are shipped out or signed for:

Ordered products exceed the purchase limit with the same account.

A single account does not violate the purchase restriction, but an individual is determined (through payment account, delivery address, IP address, contact number, or other methods) to be linked to numerous accounts which cumulatively violate the purchase restriction.

We receives notification from the credit card issuer or that the transaction was somehow fraudulent.

we determines that the purchase was made through improper means or finds evidence that order was not made legally.

Please be assured that we will not collect or store any of your payment information. As all payment processes are handled directly by IPay88, we do not have access to your personal payment information.

Warranty & Maintenance

Please contact us through our customer service by sending an email to support@relxmy.com, and provide fault pictures/videos to explain specific problems, so that customer service can better understand and judge the problem, then they will provide you with a solution within 24hrs.
First of all, we sincerely apologize for the inconvenience and trouble brought to you.

If you want to replace the product, we recommend that you:

1. Prepare clear pictures or videos which can fully prove the damage of the product.
2. Send your specific problems, pictures or videos along with your order number to support@relxmy.com.
3. After being received by our customer service, we will solve your problem as soon as possible.
Thank you very much for your support of Black Shark. Only products purchased from our official website or authorized dealers can enjoy the relevant after-sales services.
For any refund that had been acknowledge by our customer service team, kindly allow up to 14 days for your bank to process the refund.