Shipping, Returns, & Cancellations
Shipping
- We have partnered with USPS and UPS to offer the lowest possible shipping rates for our customers.
- A 3rd Party takes care of our shipping and distribution. Orders are only shipped Monday-Friday, as they are closed on the weekends
- Shipping costs are calculated based on the weight of your order and the distance it takes to reach you.
- The shipping times shown are an estimate of how long it will take your order to arrive once the carrier receives it.
- These estimates do not include the amount of time it takes for us to fulfill your order.
- Processing and fulfillment of orders is approximately 2-3 business days.
- During high-volume order periods fulfillment may take several days.
- The initial shipping confirmation email you receive does not indicate that your order has been received by the carrier.
Lost, Damaged, or Stolen Orders
- We offer shipping protection that you can purchase through ShipInsure on all orders to cover you in the event that your shipment is lost in transit, damaged, or stolen upon delivery.
- The cost to protect your order is calculated based on the total value of items you purchased.
- If your order is protected and suffers a covered loss, we will replace and reship it completely free of charge.
- Please email us at info@purefactorformulations.com if your order is protected and you need assistance getting it replaced.
- If your order is not protected, you will need to contact your selected carrier to resolve the issue.
- If your order is returned to us due to an incorrect address, you will be responsible for the cost to re-ship your order.
- If your order is damaged, then upon delivery, please take a picture of it and the package as you've received it. Do not open any products before contacting us. Anything that is opened is liable to be refuted for insurance claims.
- An insurance claim can only be filed 20 days after shipping date, as per the guidelines of our 3rd party Insurance (as well as almost any shipping service)
Incorrect or Missing Items
If your order arrives and any items are missing or incorrect, please email us at info@purefactorformulations.com within 48 hours of delivery so we can ship you the correct items as soon as possible. We will check with our own inventory to see if the mistake matches up with what's present.
If you do not contact us within that 48 hour time frame, we are not liable for any incorrect/missing items.
Returns/Refunds
- A full refund (minus insurance, shipping and handling) may be requested for any unopened & undamaged products returned to us within 30 days of the original purchase.
- We are unable to offer refunds or exchanges for products that have been opened.
- Click the following link to request a refund: https://shopify.com/85045379382/account
Cancelling/Modifying an Order
If you would like to Cancel or Modify your order, it can only be cancelled before it has been fulfilled by our Distributor. Once the order is fulfilled, it is then out of our hands, as we have a 3rd Party Distributor that handles our Shipping.