At Purament, we are committed to delivering all orders to our customers promptly and accurately. However, we recognize that, occasionally, packages may not arrive within the expected timeframe. We understand the inconvenience this can cause and have outlined the following steps to assist you if your package appears to be delayed or missing:

Check Your Tracking Information: Initially, we encourage you to review the tracking details provided in the shipping confirmation email you received when your order was dispatched. This will help you identify any updates or changes in the delivery status of your package.

Contact Our Customer Service Team: If the tracking information does not clarify the status of your package, or if it seems to be misplaced, please reach out to our customer service specialists without delay. Our dedicated team is ready to assist you in tracking down your package and addressing any issues that have arisen.

Investigation Timeline: Please note that we require a waiting period of at least 10 business days from the expected delivery date before we can begin a formal investigation with the shipping carrier. This period allows for any potential delays in the carrier’s network or for the package to still be delivered.

Responsibility for Delivered Packages: We wish to highlight that our responsibility extends to ensuring that your package is handed over to the carrier and tracked to delivery. If the carrier confirms that your package has been delivered but you have not received it, we advise you to contact the carrier directly to initiate a claim.

Refunds and Reshipments: In cases where your package is declared lost by the carrier and cannot be recovered, we will offer a refund or reship the item(s) at no extra charge to you. Decisions regarding refunds or reshipments are made on a case-by-case basis.

Policy Applicability: This Lost Package Policy applies only to packages that are officially declared lost by the carrier. If your package is confirmed as delivered but you haven’t received it, direct contact with the carrier is necessary to lodge a claim. For any further inquiries or concerns about our Lost Package Policy, please don’t hesitate to reach out to our customer service team at [email protected]. We are here to help ensure that your shopping experience is smooth and satisfactory.