NOVEXAGEAR / Product & Order Support
Talk to Us About the Part, the Order, or the Setup
Whether you are checking compatibility before ordering or need help with a shipment, replacement component, damaged item, or return request, send us the details and we will review the situation from the hardware outward.
Contact
Give us the details that make the question easier to solve.
With vape accessories, a useful answer often depends on the exact model, generation, battery format, tank platform, connection type, resistance, dimensions, or component involved. The more specific the product information, the easier it is for us to understand what you are trying to match or replace.
For order questions, include your order number and the email address used during checkout. For compatibility questions, include the exact device or product model whenever possible.
[email protected]Tian Xu's Personal Shop
Zhongke E-commerce Valley, Courtyard 20, Guangde Avenue, Jiugong Town, Daxing District, Beijing
Compatibility & Product Questions
Use this route when you need help understanding whether an accessory is appropriate for the hardware you already own.
- AIO, Boro, RTA or RBA compatibility
- 510 or 810 drip-tip format
- 18350, 18650 or 21700 battery size
- tank, glass, panel, button or adapter fit
- coil resistance or rebuildable specification
- material, finish, size or pack quantity
Order & Shipping Support
Contact us when the question relates to an order that has already been placed or dispatched.
- order-detail corrections
- shipping-address concerns
- tracking questions
- split shipments
- battery-shipping restrictions
- delayed or undelivered parcels
Returns, Damage & Missing Parts
If something is wrong when the parcel arrives, keep the product and packaging while the issue is being reviewed.
- incorrect item received
- missing components
- broken tank or replacement glass
- visible transport damage
- return or exchange questions
- refund-status support
Compatibility Support
Model names matter more than “looks like it fits.”
Many accessories can look similar while using different dimensions, threading, connectors, battery formats, or device-specific mounting points. A photo can help, but the exact hardware name and version are usually more useful.
When asking about an accessory, include as many of the following details as you have available:
- device or tank model
- hardware generation or version
- battery format
- connection type
- resistance or specification
- photos of the existing component
A Better Support Message
A few useful details can save several rounds of email.
Start with the product or order.
Include the product name or order number so we can identify the exact item you are asking about.
Tell us what you are matching or replacing.
For compatibility questions, provide the device, tank, battery format, or existing component that the new part needs to work with.
Add photos when the problem is visible.
Clear photos are useful for damaged parcels, broken glass, missing contents, incorrect products, damaged battery wraps, and other visually identifiable problems.
Keep the packaging until the case is clear.
For shipping damage or missing-item questions, the parcel, internal packaging, and shipping label can provide information that helps us understand what happened.
Rebuildable Hardware Support
Questions about coils, RBA parts, tanks, or build components?
Tell us the platform you are working with and the specification you are trying to match. Rebuildable parts should be selected and used by customers who understand the relevant resistance, battery, installation, and device requirements.
Email NOVEXAGEAR SupportOrder Issue?
Photos are most useful when they show the full context.
For a damaged or incorrect delivery, one close-up is not always enough. A useful photo set can include the affected item, its packaging, the outer parcel, the shipping label, and the complete contents received.
If a rechargeable battery or electrical accessory arrives visibly damaged, do not charge, install, or use it while the issue is being reviewed.
Global Support & Cross-Border Orders
Support that follows the order beyond the checkout.
NOVEXAGEAR serves customers shopping across different destinations, carrier networks, and import environments. If your question involves international tracking, customs handling, a destination restriction, or battery-shipping availability, send us the order details and destination information so we can review the situation.
Business contact address: Zhongke E-commerce Valley, Courtyard 20, Guangde Avenue, Jiugong Town, Daxing District, Beijing.
One support address. Send the useful details with it.
For product questions, compatibility checks, order help, shipping concerns, damaged deliveries, returns, exchanges, and refund questions, contact our support team using the details below.
Company: Tian Xu's Personal Shop
Email: [email protected]
Phone: +86 18077683624
Address: Zhongke E-commerce Valley, Courtyard 20, Guangde Avenue, Jiugong Town, Daxing District, Beijing
For order-related messages, including the order number in your first email will usually make the request easier to identify.