Frequently asked questions
Find information about ordering Reolink online, shipping, returns and more.
About Products
Why can't my device connect to WiFi?
Our product currently only supports 2.4GHz networks. Please check if your router is dual band. Please use a mobile hotspot to test the connection.
What should I do if my Zigbee device doesn't work?
Our Zigbee product requires a gateway connection, which needs to be supported by Tuya or Smart Life APP. Other brands of gateways may have compatibility issues, please check the compatibility of the gateway.
What protocol does your Zigbee device use?
We are currently using Zigbee 3.0 protocol, and some customers may use 2MQTT protocol, but this is not an official protocol.
Why does the light keep flashing after I connect the switch?
There are many types of lamps on the market, which may be due to the unsuitability of the lamps. Please use lamps with a power of 7W or more. If it still flashes, please connect the adapter.
What type of adapter should I use?
For touch dimming switches, we usually give an adapter as a gift.
What product accessories do you offer as gifts?
Our WiFi single wire switch will come with a capacitor as a gift, and touch dimming will come with an adapter. These will be shipped together with the product in the same packaging box
Why does the dimming light keep flashing?
The dimmer switch only supports tungsten filament lamps, halogen lamps, and dimmable LED lamps. Please check if your lighting fixtures support dimming function, connect the adapter, and replace the lighting fixtures with 7W or more.
Why is my adapter getting hot?
The adapter is made of ceramic material, and it is normal for it to become hot. There is no need to worry
Is it normal for the switch to make a sound?
Some switches may produce a current sound, which is normal. Switches that are not connected to the neutral wire will make a slight sound. If the sound is too loud, please contact customer service in a timely manner.
Why does the switch keep flashing red and blue light?
The rapid flashing of red and blue light indicates pairing status. Please connect to the app before operating.
Why is it impossible to manually control the switch?
Try opening the glass panel easily. If the switch works, please turn off the power before installing the glass panel. Please check your iron plate, with the side with the font facing downwards.
Why can't I use Alexa to control the switch?
Please modify the product name. When the product has a default name, Alexa may not recognize it.
What should I do if the blinds cannot be fully opened or closed?
Please follow the video tutorial for calibration https://www.youtube.com/watch?v=zKAamvKPHNw&t=54s
Return & Refund
What items are returnable?
1. Within 30 days of the delivery date.
2. In original condition:resell-able.
3. Unused or undamaged.
4. In the original packaging.
5. If the product does not meet the requirements above, the return request may be rejected.
NOTE: We offer FREE RETURNS ONLY for products quality problems and wrong sent products. Restriction may apply to certain cases, you can learn more clearly in Returns Policy or contact our customer service team.
Can I exchange an item?
If your item doesn't fit or you have ordered the wrong color or style, you will be able to exchange it within 15 days from the date of purchase. To be eligible, items must be unworn, undamaged and unmarked, and in their original packaging. Shipping costs for returning products are your responsibility. If the product is unusable or damaged due to product quality problems, please provide video proof, we will refund or exchange for you free of charge.
How do l return a product?
Once you have notified us of your desire to return a product and it has been approved, we will contact you to begin the return process.
What is your refund policy?
Our complete return policy is located at the RETURNS link at the bottom of the site.
If I return the parcel, do I need to pay the returned shipping fee?
If the returning is due to our problems (such as: incorrect products, quality problem of products), we will provide a full refund (including shipping fee) for you; If the returning is due to buyer’s problems (such as: don’t like/want, order wrong product/size), the shipping fee of return would be paid by you.
Ordering & Payment
What payment terms you can accept?
We can accept Paypal and Credit card.
Can I use installment payments?
Yes, currently our website supports klarna payments, which can be used for installment payments.
My payment was declined,why?
If your credit is declined there may be a few reasons:the card no funds available,you entered the wrong CSV security code,the card is expired,you entered the wrong billing information,the card does not allow internet purchases(card not present purchases)etc.In any event by calling your issuing bank call tell you why the card is declining.
Solutions:Try a different credit card or try using PayPal as your checkout method.
How do l cancel my order?
Only unshipped orders may be canceled. Cancellation may be done either through email or by telephone.Refund will be issued accordingly if card is charged.
Is my information secure using this site?
Absolutely!!! Our Secure Software(SSL) is the industry standard and among the best software available today for secure commerce transactions.It encrypts your credit card number so that it cannot be read as the information travels over the Internet.
What if my address is wrong?
If your address is not available,we will send you an email or call you. Please be sure to check your email within 24 hours of placing your order. We will do everything we can to fulfill your order.
Do I need to pay the custom duty?
Each country has different tariff policies. We usually try to help you avoid customs duties legally. If a tariff is charged, you will have to pay the duty.
Delivery & Shipping
Do you ship worldwide?
Yes,we ship worldwide and most countries support free shipping.(Other countries need to pay extra shipping cost.
Where you ship goods from?
Normally we ship the goods from China.Meanwhile we also have Germany warehouses.It depends the situation of the warehouse.
What is the shipping cost?
We offer free shipping to most countries by standard shipping methods, including CNE, Yanwen, UPS, DHL Express, etc. For other shipping methods, such as DHL Expedited, charges will be based on their actual billing rates.
Click here know more>>>Shipping Policy
What is the shipping time?
Order delivery time is divided into two parts:
Processing time: order validation, quality check and packaging time. All orders are sent to the manufacturer for shipment within 24 hours of placing the order.
Shipping time: this is the time it takes for an item to be shipped from our warehouse to its destination and usually takes between 7 and 21 business days to reach its destination, sometimes longer.
What is the delivery time?
Shipping from China:
CEN: 7-21 business days
Yanwen: 7-21 working days
DHL/UPS: about 2 weeks
DHL Expedited: 5-8 days
German warehouse shipment: 2-8 working days
We prioritize shipments from our German warehouse, but this is based on warehouse inventory.
How do l track my package?
You can track your parcel via the confirmation Email. Also,you can click “Track Your Order”link on our website.
Why can't I find the logistics information?
Some large parcels need to be flown to the transit country for customs clearance, and UPS/DHL will pick up the parcel only after customs clearance is completed. You can contact customer service for logistics information.
Account & Newsletter
I can't log in to my account.
This may be because the password or email is not correct, please enter the correct email account to retrieve the password.
Will I receive marketing emails?
No, we don't send marketing emails to bother our customers unless you subscribe to our email messages.
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