If you are inquiring about your order, please have your Order Number ready!
Please be sure that your billing address and billing zip code matches the information listed on your account for your credit or debit card. If this information does not match, your purchase will not be completed. If you attempt to make a purchase several times with mismatched billing information, you may see multiple charges on your billing statement. These extra charges will drop off and you will not be charged for them; you will only be charged for orders that go through with the correct billing address. However, your bank may hold these funds for several days before the extra charges disappear.
If you are paying with PayPal, please be sure and check your PayPal account for confirmation of payment. You should receive two confirmation emails: one from Puristry and one from PayPal.
Sorry, we do not accept international credit cards.
We accept returns & exchanges within 30 days. We hope you'll appreciate our exceptional quality and purity of our products and that you will love every Puristry item you purchase. We fully guarantee and stand by our products. You may return gently used product(s) by sending them back to:
2221 Oakland Rd
San Jose, CA 95131
Please be sure to include a copy of your receipt, and indicate how you would like your return to be processed:
A. store credit: to be used towards future orders
B. credit card refund (we cannot issue a credit card refund if a voucher or gift certificate was used during purchase, but we can issue a store credit)
C. even exchange
If you are returning your items within the 30 day time frame you can print a free return label here: https://puristry.returnly.com.
If you believe you have received a defective product, please send a clear photo of the defect to firstname.lastname@example.org along with your first and last name, order number, name of product, and lot code #. If you need help finding the lot code #, please feel free to give us a call at (415) 814-9788.
Please note that we cannot accept Certified Mail. If you would like to ensure your package has arrived to our offices, may we suggest using a mail service that offers a tracking number. We will process your return immediately after we receive it and send you a confirmation email. Once received, returns may take up to 30 days to process. Please note all shipping costs are non-refundable.
1. If you are requesting a store credit/refund of your entire purchase, we ask that you kindly return all items received in your order, including any promotional items received for free.
2. We cannot accept partial returns of gift sets or weekly specials. If you would like to return a gift set or weekly special, or any other items sold as a set, we ask that you kindly return the set as a whole.
3. Only 1 Free Gift product per customer order.
If you have purchased your Puristry products through a 3rd party retailer, please contact the store for more information on their return policy.
Some promotions cannot be combined. To qualify for the "gift with purchase", your order total must exceed or meet the minimum (which varies) after all coupons, vouchers, and discounts have been applied, and before taking into account tax or shipping costs.