Legal
Shipping & Returns
How and when your order ships, what to do if something goes wrong, and how returns and refunds work.
1. Where we ship
We ship within the United States only, including to PO boxes and APO/FPO addresses where the carrier allows. We do not ship internationally and we do not ship to freight forwarders. If you place an order with an address we cannot serve, we will contact you and refund it in full.
2. Order processing time
Orders are picked, packed, and handed to the carrier within 1–2 business days, excluding weekends and public holidays. Orders placed late in the day are processed the next business day.
Processing can take longer during promotions, product launches, and peak seasons, and if a payment needs manual review for fraud. If we expect a delay of more than three business days, we will email you.
3. Shipping methods and cost
Free standard shipping applies to orders over $50 before tax. Below that, a flat standard rate is calculated at checkout. Expedited options, where offered, are priced at checkout.
Transit times are estimates from the carrier, not guarantees. Actual delivery depends on the carrier, your location, weather, and holiday volume. The estimate shown at checkout excludes the processing time in Order processing time — add that to work out when a package should arrive.
If a promotional free-shipping threshold is met and you later return part of the order, bringing it below the threshold, we may deduct the standard shipping cost from your refund.
4. Tracking your order
You will receive a shipping confirmation with a tracking number when your order leaves the warehouse. Tracking can take up to 24 hours to show activity — a number that shows nothing yet usually means the carrier has not scanned the package. If tracking has not updated for more than three business days, contact hello@puritasmedicine.com.
5. Delivery address accuracy
You are responsible for entering a complete, accurate address. We cannot redirect a package once the carrier has it. Orders returned to us as undeliverable because of an address error are refunded for the product price only — the original shipping cost is not refunded, and a reshipment is charged at the standard rate. Contact us as soon as you spot a mistake and we will try to catch the order before it ships.
6. Changing or cancelling an order
Email hello@puritasmedicine.com as soon as possible with your order number. We will do our best, but orders move to fulfilment quickly and we cannot promise to catch one before it ships. If we cannot, treat it as a return under Returns — unopened products. Orders that have not yet shipped can be cancelled for a full refund.
7. Delayed, lost, stolen, or damaged shipments
Contact hello@puritasmedicine.com or call 1-800-000-0000 and we will help resolve it.
- Damaged in transit — we replace or refund it at no cost. Keep the packaging and send a photograph of the box and the product.
- Lost in transit — where the carrier confirms a package is lost, we replace or refund it at no cost. We may need to wait for the carrier to finish its trace first.
- Marked delivered but not received — check with household members and neighbours, then contact us within 7 days of the delivery scan. We will open a carrier investigation. Resolution depends on the carrier's findings.
- Delayed — we will give you an updated estimate. Once a package is with the carrier, transit delays are outside our control.
Report a shipping problem within 14 days of the expected delivery date, so we can act while the carrier still accepts a claim.
8. Returns — unopened products
Unopened, unused products in their original, sealed packaging can be returned within 30 days of delivery for a refund of the product price.
To be accepted, a return must be:
- in its original packaging with any manufacturer's seal intact;
- unused, with no missing servings;
- not past, or close to, its best-before date;
- accompanied by proof of purchase and a return authorization from us.
Return shipping is at your cost unless the return is our error — see Damaged, defective, or wrong items. We recommend a tracked service; we cannot refund a return we never receive.
9. Opened supplements cannot be returned
For health and safety reasons we cannot accept the return of any supplement whose seal has been broken, and we cannot resell a product that has left our control. This is standard practice across the supplement industry and it protects every customer who buys after you.
This does not limit your rights where a product is faulty, contaminated, mislabelled, or not what you ordered — those are covered in Damaged, defective, or wrong items. If you simply did not get on with a product, tell us at hello@puritasmedicine.com anyway: we would rather hear it, and we will do what we reasonably can.
10. Damaged, defective, or wrong items
If a product arrives damaged, leaking, past its best-before date, mislabelled, or is simply not what you ordered, we fix it at our cost — a replacement or a full refund including shipping, whichever you prefer. You will not be asked to pay return postage.
Contact hello@puritasmedicine.com within 14 days of delivery with your order number and photographs of the product and packaging. In most cases we will not ask you to send the item back; where we do, we provide a prepaid label.
If you have had a reaction to a product, stop using it and read our Supplement Disclaimer & Safety policy — it explains how to report it and when to seek medical care.
11. How to start a return
- Email hello@puritasmedicine.com with your order number, the products concerned, and the reason.
- We reply within 2 business days with a return authorization and the return address. Returns sent without an authorization may not be refunded, because we cannot match them to an order.
- Pack the products securely in their original packaging and ship them tracked.
- Send us the tracking number so we can watch for it.
12. Refunds
We inspect returns on arrival and email you the outcome within 5 business days of receiving them. Approved refunds go back to the original payment method — we cannot refund to a different card or account.
Allow a further 5–10 business days for the funds to appear, depending on your bank. The refund covers the product price. Original shipping is refunded only where the return is our error, or where you cancelled before shipment.
If a return arrives opened, used, damaged by you, or outside the 30-day window, we will contact you before deciding, and can return it to you at your cost.
13. Exchanges
We do not process direct exchanges. Return the unopened product for a refund under Returns — unopened products and place a new order for what you want — that way you are not waiting on our inspection before the replacement ships. Where a return is our error we send the correct product immediately, at no cost.
14. What we cannot accept back
- Any product with a broken seal or missing servings.
- Products returned more than 30 days after delivery.
- Products returned without a return authorization.
- Products bought from a reseller rather than from us.
- Free gifts, samples, and promotional items.
- Gift cards.
- Products damaged by misuse or improper storage after delivery.
15. Disputed charges
If you do not recognize a charge, contact us before disputing it with your bank — most issues are resolved faster directly, and a chargeback filed while a return is in progress delays your refund. We respond to chargebacks with our records of the order, delivery, and any correspondence.
16. Contact
[Legal Entity Name], LLC
000 Example Street, Suite 000
City, ST 00000
Support: hello@puritasmedicine.com · 1-800-000-0000