Frequently Asked Questions (FAQ)

Welcome to Purely. If you don’t see your question below, reach us any time via our Contact Us page.

1. Orders & Payments

Can I change or cancel my order after placing it?
If your order hasn’t been fulfilled yet, we’ll do our best to help. Please contact us as soon as possible with your order number.

Which payment methods do you accept?
We accept major payment methods shown at checkout. All transactions are processed securely.

Will I receive an order confirmation?
Yes—after checkout you’ll receive an email confirmation with your order details. If you don’t see it, please check your spam/junk folder and verify that your email address was entered correctly.

2. Shipping & Delivery

How long does shipping take?

• United States: Estimated 7–14 days after shipment.

• International: Estimated 14–31 days after shipment.

Please note: delivery windows are estimates and may vary due to carrier delays, customs processing, weather, or peak-season volume.

Do you ship internationally?
Yes. International orders typically arrive in 14–31 days after shipment. Any import duties, taxes, or fees assessed by your local customs authority are the customer’s responsibility.

When will my order ship?
Processing times can vary by item and order volume. You’ll receive a shipping confirmation email as soon as your order is on its way.

My package is delayed or marked delivered but I haven’t received it—what should I do?
Start by checking your tracking link for updates, confirm your shipping address, and look around common delivery spots or with neighbors. If it still hasn’t arrived 48 hours after a “delivered” scan—or if there’s been no movement for several days—contact us and we’ll assist.

3. Tracking Your Order

How do I track my shipment?
A tracking number will be added to your order details as soon as it’s available. You’ll also receive an email notification. You can always check live updates on our Track Your Order page.

My tracking number isn’t updating—why?
It can take 24–72 hours for new tracking numbers to show movement. If you still see no updates after that, contact us and we’ll look into it.

4. Returns & Exchanges

What is your return policy?
We accept returns within 30 days after delivery. Items should be unused and in their original packaging (unless the item arrived damaged/defective). To start a return, reach out via the Contact Us page with your order number.

Who covers return shipping?
Return shipping details vary by reason and location. We’ll share instructions—and any return label options—once you initiate your request.

How do refunds work?
Once your return is received and inspected, we’ll process a refund to your original payment method. Processing times can vary depending on your bank or card issuer.

Can I exchange an item?
The fastest way to get the item you want is to place a new order and return the original. We’ll help coordinate the return.

My item arrived damaged or incorrect—what now?
We’re sorry about that. Contact us right away with photos of the issue and your order number—we’ll make it right.

5. Product & Availability

Do you offer pre‑orders or back‑orders?
If an item is listed as a pre‑order or back‑order, the estimated ship date will appear on its product page. Shipping timeframes (above) apply once the item ships.

An item is out of stock—when will it return?
We restock regularly. If available, use the “notify me” option on the product page or reach out to our team.

6. International Customers

Will I pay customs duties or VAT?
Possibly. Customs policies vary by country, and any applicable fees are the customer’s responsibility. Your carrier will contact you if payment is required.

Need More Help?

Still have questions? Visit our Contact Us page and send us a quick message—we’re happy to help.