Handling & Shipping Policy

Processing Time

Orders received Monday thru Friday before the 15h00 CET PM warehouse cut off time are generally processed within the same day. Completed orders generally leave the warehouse 24 hours within placement of the order and are generally delivered within 3-7 business days (Saturday delivery is at the discretion of the shipping company & Sunday/holidays not included).

Please note that our orders are processed via an automated platform. We rely on our customers to put in the correct and accurate information on their orders. In the event that our automated system detects any potential error in the shipping information such as wrong/unverifiable address due to a spelling error or missing information, the order may be subject to verification with the purchase/customer to ensure that the order reaches the intended recipient as expected. This, delays in getting the package out of the warehouse may occur and the order may not reach the intended recipient within the standard guaranteed time frame of 3-7 business days.

Rerouting, intercepting orders and coordinating with the shipping company for orders that are scheduled to be delivered to a wrong address due to inaccurate/incomplete information provided to us at the time the order was placed will solely be the customer's responsibility.

Out of Stock

We generally have all our products in stock at all times. However, in the event that a product is out of stock, we will contact you within 24-48 hours upon placement of the order to let you know approximately when the product will be available or to possibly suggest an alternative order.

Notifications

An order confirmation email will be sent once your payment is successfully processed.

A shipping confirmation email along with tracking information (upon availability of Trace and Track) on your order will be sent when your package is ready to be shipped.

Alternatively, shipping and tracking information on orders can also be accessed by logging in to your account at www.puori.com.

Contact

For questions on any of our products, or to check on the status/tracking information of your order, please call us at +45 7199 5419 or email us via support-us@purepharma.com. Our Customer Support line (for both phone and email assistance) is open Monday-Friday from 9AM-5PM CET.span

Phone calls made to our support line after business hours are routed to a voicemail system. Please feel free to leave a message and someone will connect with you the following business day.

Alternatively, support emails received after 5PM on weekdays, during weekends and holidays will be responded to the next business day.

Please make sure to check your Spam/Junk Mail folder and to add support-eu@purepharma.com to your safe list.

Shipping

Free shipping (within US) applies to wholesale orders above 500,00 € / kr

Generally, all orders are delivered within 3-7 business days once they leave the warehouse. However, orders shipped to Hawaii, Puerto Rico, APO/AE addresses may take longer than the normal delivery window of 3-7 business days.

When placing your order, our system automatically populates to the most cost effective shipping method available for you. We offer a variety of carriers to handle the shipping and orders are usually shipped via USPS, FedEx Ground or UPS Ground. We generally do not offer expedited/express/overnight shipping.

Warehouse

Our warehouses are closed during the weekend and during holidays, However, customers can place orders through the webshop 24/7. Orders made when our warehouses are closed or after warehouse cut off times are processed the following business day.

Return/Refund Policy

Standard Return Policy

We can only process returns and refunds for unopened products and/or unused merchandise within 30 days from date of purchase.

In rare cases where irregularity is reported on our products, we would more than happy to replace the irregular/defective product. Kindly please provide us the details and the unique batch identifier code shown on the label of our product so we can report the inconsistency/defect to our logistics division. If possible at all, kindly please send us pictures of the irregular product as well.

How to Return a Product

To return a product, send us an e-mail at support-us@purepharma.com or call +45 7199 5419. Please let us know why you are returning the product, the order number, and the number of products that needs to be returned.

When a return is confirmed, we will deliver instructions on how to arrange the return shipment via email. Please note that you can only return products that were directly purchased from webshop at www.puori.com.

Refunds

Refunds for returned products are processed via the same method that was used to purchase the product.