Orders

  • What is the shipping estimation for new orders?
  • As long as the order isn’t shipped, you can change the shipping address at any time.

  • How can I cancel the order?
  • If you are eligible for a refund, please contact us directly regarding refunds. If you need additional help, please contact us directly at service@reliup.com.

  • How will I know when my goods have dispatched?
  • Once your order has been shipped you will receive an email notification, which will include a tracking number and instructions on how to track your shipment.

    Shipping

  • What is the shipping estimation for new orders?
  • All orders are processed within 2-3 days (excluding weekends). During the holiday period, order processing times may be delayed, and any exceptional delays will be communicated via email.

  • How many countries does Reli’s product can be shipped to?
  • Currently, we ship to North America, Europe, and the United Kingdom. This includes:
    • North America: Canada and the United States (48-contiguous states only, excluding Alaska, Hawaii, or Puerto Rico).
    • Europe: All major countries within the European continent.
    • United Kingdom: Including England, Scotland, Wales, and Northern Ireland.

  • How is shipping handled?
  • Shipping costs vary depending on the destination:
    • Free shipping within the United States.
    • A flat rate of $29 USD for shipments to Canada, Europe, and the United Kingdom.
    • Orders from outside the US, Germany, and the UK may be subject to import taxes and other fees charged by the local customs authority. We recommend checking local customs policies.

  • Will there be any handling fees and customs charges?
  • The VAT amount varies for different countries. There is no VAT incurred for shipments to US at this moment.

  • What happens if the product damaged or missed in transit?
  • If you can't find a delivered package:
    • Please verify your shipping address
    • Search your front door, garage door, or other delivery location for your package
    • Check if a neighbor, family member, or roommate accepted the delivery
    • Search for a notice of attempted delivery
    If you're unable to find your package, please contact service@reliup.com.

    Warranty

  • How can I contact Reli?
  • You can contact us at service@reliup.com for future enquirers.

  • What are the warranty policies?
  • Beginning when your order is delivered to you, we offer a 30 day return policy, as well as a 1 year warranty for all new products. For more information, please click here.

    Return

  • How do I return the products?
  • To return a product, please send an email to service@reliup.com with the subject 'Product Name + Return Request' and include your purchase platform, order number, purchase date, and pictures of damaged goods (if applicable). Once we confirm your return request, we will provide you with a pre-paid return shipping label and further instructions.

  • What are the return policies?
  • Our return policy allows for returns within 30 days of receipt for products purchased directly from Reli. Please email us at service@reliup.com with the subject 'Product Name + Return Request' to initiate the return process. Once confirmed, we will provide you with a pre-paid return shipping label and instructions.
    *Non-returnable Items Include, But are not limited to:
    Product from Unauthorized Reseller/Individual;
    Damaged item caused by human factors;
    Non-physical products.

  • How will I be refunded for returns?
  • Refunds for returns will be issued via the original payment method used for the purchase. Once we receive and process the returned item, the refund will be initiated within 2 business days. If you have any questions or concerns, please feel free to contact us at service@reliup.com.

    Light Cameras

  • How do I turn on the camera?
  • Press the power button on the right of the device, you will then hear “Welcome to the Reli Light Cam Battery D1”.

  • How do I turn off the camera?
  • Press and hold the power button for 10 seconds, you will then hear “The device is about to be shut down”.

  • Why can't the camera be turned on?
  • Please ensure that the camera is charged. It is recommended that you fully charge the camera before using it for the first time.

  • How to configure the network for the camera?
  • Press and hold the power button for 3 seconds, you will hear “Reset Successfully”, then scan the QR code according to the app’s instructions.

  • Why can't the camera connect to the App?
  • 1. The connection might be timed out, your camera might has exited the connection mode. Please exit the app page, reset the camera and try again.
    2.Please make sure that the Wi-Fi signal in your area is strong, if the Wi-Fi signal is weak, or you are too far away from the router, the connection might fail. You can restart your router and try again.
    3.Please check whether the Wi-Fi network works normally. You can try to use the mobile phone hotspot to configure the network for the camera. If the mobile phone hotspot can be connected, there might be something wrong with your Wi-Fi network. Please contact your network provider.

  • Why can't the camera be used after changing the Wi-Fi name or password or changing the router?
  • When the network environment changes, the camera needs to reconfigure the network. Please reset the camera and reconnect to the App.

  • Why are there two indicator lights?
  • There are two indicator lights at the bottom of the camera. The indicator light on the left is the network and status indicator. It is yellow when connecting to the network and it is blue in the working status; The indicator on the right is the charging indicator, which shows the state during charging. It is red during charging and green when fully charged.

  • Can the indicator lights be turned off?
  • Yes, go to devices page > click corresponding device > select camera settings > select light control and you will see the switch for the indicator lights. Please note, this may change due to app updates.

  • Why is there no sound on the device during a call?
  • Please check whether your mobile phone has given the app recording permission.

  • Why is there the constant echo and noise during the call?
  • Check whether the distance between the mobile phone and the device is too close during a call. The echo and noise generated during a close distance call are normal.

  • Why is there no sound when I watch the live broadcast on the App?
  • The app turns off the sound of the live screen by default. You can click the speaker icon to turn on the sound.

  • How do I play back the video that the camera has recorded when using SD cards?
  • You need to install a memory card in your device. After installing a memory card, go to device page > click memory to watch all the recordings.

  • How do I install the Micro SD card?
  • There is an SD card slot on the right side of the camera. Open the silicone pad and install the SD card into the device according to the prompt direction.

  • Why can't I receive any notifications?
  • You may not have turned on the message notification switch. You can go to device settings page > Camera Settings > Notification settings > turn on push notifications. Please note, this may change due to app updates.

  • How do I share the camera with someone else?
  • Go to the device page > click corresponding device > click share device, then follow the app’s instructions. Please note, this may change due to app updates.

    Birddy Series

  • How do I turn on the camera?
  • Press and hold the button on the right side of the camera until you hear the voice prompt "Welcome to the Birddy Smart Bird House".

  • How do I turn off the camera?
  • Press the power button, and your camera will indicate that it is shutting down.

  • Why can't the camera be turned on?
  • Ensure the camera is charged. It's recommended to fully charge the camera before its first use.

  • How to configure the network for the camera?
  • Hold the button for 3 seconds until you hear "Reset Successfully," then follow the app's instructions to scan the QR code.

  • Why can't the camera connect to the APP?
  • (1)5GHz networks are not supported. Use a 2.4GHz network or hotspot.
    (2)Connection may time out; reset the camera and try again.
    (3)Ensure strong Wi-Fi signal; consider restarting your router.
    (4)If issues persist with Wi-Fi, test connection with a mobile phone hotspot and contact your network provider if necessary.

  • Why can't the camera be used after changing the Wi-Fi name, password, or router?
  • Network changes require camera reconfiguration. Reset the camera and reconnect to the App.

  • Can the solar charger guarantee continuous operation of devices?
  • With 1-2 hours of sunlight per day, it can ensure continuous operation. Without birds, the device can stand by for up to five months.

  • Why are there two indicator lights?
  • One indicates network status and working status; the other shows charging status.

  • Can the indicator lights be turned off?
  • Yes, this option is available in the device settings within the app.

  • How do I playback the video that the camera has recorded?
  • Install a memory card, then access the "Memory" option on the device page to view recordings.

  • How do I install the Micro SD card?
  • Insert the SD card into the slot on the right side of the camera, as indicated.

  • Why can't I receive any notifications?
  • Ensure the message notification switch is turned on in the device settings under Camera Settings > Notification settings.

  • How do I share the camera with someone else?
  • From the device page, select the device and choose to share it, then follow the app's instructions.

  • What types of birds is this birdhouse suitable for?
  • Designed for small, omnivorous birds, with four different entrance sizes to accommodate various bird sizes.

  • Will the radiation from the Birddy Smart Bird House harm birds?
  • The product is safe for the environment, humans, and animals, with passed radiation certifications.

  • Does the material used in Birddy Smart Bird House pose any harm?
  • Materials are certified and safe, using pine wood and non-toxic, odorless paint.

  • Can the structure of Birddy Smart Bird House prevent natural predators?
  • Yes, it features a small, reinforced entrance and a special stand design to prevent invasion by predators.

    Camera Accessories

  • How to install the ground stand for the Light Cam D1?
  • 1. Connect the camera and the ground stand through the screw nut at the bottom of the camera.
    2.Face the camera to the area you want to monitor.
    3.Insert the stand into the ground.

  • How to install the strap mount for the Light Cam D1?
  • 1. Connect the camera and the strap mount through the screw nut at the back of the camera.
    2.Wrap the strap mount around a branch.
    3.Tighten the strap mount.

  • How to install the tripod bracket for the Light Cam D1?
  • 1. Connect the camera and the tripod bracket through the screw nut at the back or the bottom of the camera.
    2.Secure the bracket.

  • How to install the desk stand for the Light Cam D1?
  • 1. Connect the camera and the desk and fence stand through the screw nut at the bottom of the camera.
    2.Clip the clip to the edge of the table or fence.
    3.The angle can be adjusted by bending the rod.

    Birddy Smart House Accessories

  • How to install the cleaning board for the Birddy Smart Bird House?
  • Hold the cleaning board with the groove facing outwards and slide it parallel into the Birddy Smart Bird House.

  • How to install the entrance holes for the Birddy Smart Bird House ?
  • (1)Ensure the entrance's metal surface is facing outwards. (2)Insert the metal rods into the slots at both ends of the entrance, horizontally. To secure, rotate 90 degrees until it’s fully locked in place.

  • How to install the strap mount for the Birddy Smart Bird House?
  • (1)Feed the strap through the central opening of the Mounting Bracket. (2)Continue by threading it around a robust tree trunk and through the metal ring. Pull to tighten the strap, ensuring it is firmly secured.