Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
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1. General Questions
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2. Usage Questions
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3. More Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Do you have a physical store?

Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.

2. Usage Questions

1.What is the recommended installation height for a garden hose reel?

It is recommended that the hose reel be installed 2.95 feet above the ground. If the hose reel installed too high and the water pressure is too low, it will be difficult for the water to flow out. If the faucet itself is relatively high, you can increase the installation position appropriately.

If the faucet is positioned at a higher height, the installation height can also be adjusted upward appropriately.

It is recommended that the height not exceed the user's waist level for optimal comfort.
2.If the water flow is too small,how to solve?

*Please check the short water inlet hose for any visible creases.

*Next, please turn on the spray gun and gradually pull out the hose, checking if the water flow increases until the entire hose is extended.

*Should the water flow remain abnormal, it would be advisable to remove the spray gun in order to ascertain whether it is the cause of the issue. If you have a quick-connect with a shut-off valve, you can also remove it in order to carry out a check.

*Please ensure that the spigot is turned fully to eliminate any potential binding points.

3.If the hose cannot be extended or retracted properly, how to solve?

Ensure the hose is pulled firmly in order to untwist it fully. It is important to always hold the hose while walking back when it becomes available to retract again.

*It is important to note that the hose is unable to retract when it is pulled out beyond the yellow warning line. This resulted in the hose becoming unhooked internally, thereby preventing it from retracting properly.

*Please check whether the internal pin, which is made of iron and intended to be fixed in the groove, is missing. Pulling too much can cause the hose to unhook and result in similar issues.

The following method should be used to unlock the hose:

*Gently pull the hose out slightly (100–200 mm) until you hear a "click". This indicates that the internal lock has been released and the hose is ready to retract.

*Please be aware that when the hose is fully extended, the final section may feel slightly more weighty. In such cases, it is important to note that excessive force can accidentally remove extra hose and cause it to re-lock immediately.

4.If the hose cannot retract completely,how to solve?

*To resolve this issue, please begin by carefully extracting the hose from the stopper ball.

*Please ensure that the hose is stretched out straight and not folded in front of the reel.

*As you continue pulling, you may notice that some sections inside the reel are tangled or misaligned.

*It is essential to continue pulling until all twisted or disordered hose segments are fully extended.

*Once the tangled part has been completely extracted, it is important to release it gradually.

*Please ensure that all the water is drained from the hose.

*We’re pleased to inform you that the hose will now retract smoothly and evenly.

3. More Questions

What is the difference in water pressure between 5/8-inch hose& 1/2-inch hose?

The difference in water flow between the two hose diameters is basically negligible, it's really a matter of personal preference.For the same hose diameter, our product delivers a noticeably stronger water pressure sensation compared to other brands on the market.

How should the hose reel be stored during the winter?

In order to prevent water hose reels from freezing and causing damage, it is recommended that they be stored indoors during the winter months. Maintaining them in a sheltered, temperature-controlled environment will protect the hoses from extreme cold, thereby ensuring a longer service life.

If the hose is difficult to pull, how to solve?

*Maintaining a straight pull and avoiding overlap during use is recommended in order to prevent this issue recurring in the future.

*Please ensure that the hose is pulled downwards in order to prevent it from hitting the head of the reel. *It is recommended that the hose reel be installed at a suitable height. *Please be aware that a noise, similar to that of a bicycle chain going off track, may be heard if the hose is not pulled out or retracted properly. *Please check for any cracks along the cylinder on which the hose guide slides from side to side.

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Do you offer free shipping?

Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.

5. Contact Questions

How can I contact customer service?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at sales@relhosttools.com.

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm EST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at [YOUR EMAIL].