SHIPPING & RETURN POLICY

DOMESTIC SHIPPING POLICY

SHIPMENT PROCESSING TIME

SLA: We typically process orders Monday through Friday. Orders placed before 12pm EST are processed on the same day. Orders submitted after 12pm EST or during weekends or holidays will be processed during the next business day.

During high demand periods, order processing can be delayed. Please be patient during these times as we work hard to get all orders out in a timely manner. You can check our fulfillment status real-time here. 

2-Day Express Shipping is available to select Zip Codes within the US. 2-Day Express Shipping orders will be processed under the same SLA described above and will be delivered in 2 business days.

We are able to ship to street addresses and PO Boxes within the United States. The purchaser is responsible for providing the correct mailing address. 

Packages being shipped through DHL will be delivered to the local post office for delivery. 

Orders shipped to Alaska and Hawaii: These orders can require an additional 2 to 3 day delivery time.

You will receive tracking information via email when your order ships.

SHIPPING RATES AND DELIVERY ESTIMATES

Shipping costs are calculated at checkout, according to shipping location and total weight of the order.

CUSTOMS, DUTIES, AND TAXES

Purenex is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

We collect sales taxes as required by law in each US state.

DAMAGES

Purenex is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.

INTERNATIONAL SHIPPING POLICY

All packages, unless otherwise stipulated, once processed, go out DHL, United States Postal Service Priority International or Express Mail International. Tracking numbers are given, but the postal service does not typically allow tracking of this number until the package has been delivered. Please note that minor adjustments to the shipping rate may be required depending upon the country of shipment and the current shipping rates.

**Please allow at least 2-3 weeks for international orders to arrive.

The purchaser is responsible for paying any applicable tariffs, taxes and duties that may apply. We do not calculate or collect tariffs, taxes or duties from you. It is the purchaser’s responsibility to check the country and local regulations and policies of the receiving country and abide by those. It is the responsibility of the purchaser to be sure their local Customs Department permits the shipment of our products to your country and what the duties or tariffs may be upon delivery. We will not provide a refund on the shipping of the package if you refuse the package or if it is refused by customs due to regulations and taxes or duties. If the package is seized by customs for any reason and the package is not returned to us, we cannot issue a refund. 

RETURN & REFUND POLICY

We offer a 30-Day 100% Satisfaction Guarantee or Your Money Back. Contact Us for Return Requests

Non-Returnable Items:

* Gift cards

* Downloadable software products

To complete your return, we require a receipt or proof of purchase (in most cases we are able to identify your original order via the email address or full name utilized when placing the order).

There Are Certain Situations Where Only Partial Refunds Are Granted: (If Applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

Sale Items (If Applicable)

Special sale bundles cannot be partially refunded. If a refund is requested as per our 30-day money back guarantee policy for a special sale bundle, all the items in the bundle must be returned for a full refund. 

Refunds (if applicable)

Once your return is received in our warehouse, we will send you an email to notify you that we have received and inspected your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank or credit card account again as it may take some time before your refund is officially posted. Next, please contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Shipping

To return your products, please mail them to:

USA: 11007 NW 122ND St, Medley, FL 33178
Europe: AFS All Freight Service: GmbH Krieger Str. 16 D - 51147 Köln, Germany
UK: JUST IN TIME LTD, Unit 5 Peartree Business Centre Harlow-Essex CM20 2DB
Canada: 401 Clayson Road Toronto, Ontario M9M 2H4

Please note that shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

International

All packages, unless otherwise stipulated, once processed, go out DHL, United States Postal Service Priority International or Express Mail International. Tracking numbers are given, but the postal service does not typically allow tracking of this number until the package has been delivered. Please note that minor adjustments to the shipping rate may be required depending upon the country of shipment and the current shipping rates.

**Please allow at least 2-3 weeks for international orders to arrive.

The purchaser is responsible for paying any applicable taxes or duties that may apply. We do not calculate or collect import taxes or duties from you. It is the purchaser’s responsibility to check their local regulations and policies and abide by those. It is the responsibility of the purchaser to be sure the Customs Department permits the shipment of our products to your country and what the duties or tariffs may be upon delivery. We will not provide a refund on the shipping of the package if you refuse the package or if it is refused by customs due to regulations and taxes or duties. If the package is seized by customs for any reason and the package is not returned to us, we cannot issue a refund.

ORDER CANCELLATIONS