FAQ
Frequently Asked Questions
At Purezae, we want shopping for everyday home essentials to feel simple and straightforward. Below are answers to common questions about Purezae products, orders, shipping, tracking, returns, refunds, payments and customer support.
Orders & Shipping
How long does order processing take?
Orders are generally processed within 1–3 business days before shipment.
Once your order has been processed and shipped, available tracking information will be provided.
How long does delivery take?
Estimated delivery within the United States is generally 5–10 business days after your order has been processed.
Delivery estimates may vary depending on destination, carrier conditions, holidays, weather, customs procedures or other circumstances outside our direct control.
Do you offer free shipping?
Yes.
Orders of US$34.99 or more qualify for free shipping.
For orders below the free-shipping threshold, any applicable shipping charge will be shown at checkout before payment.
Where will my order ship from?
Purezae uses a multi-location fulfillment model .
Depending on inventory availability, product requirements and your delivery destination, orders may be fulfilled from different fulfillment facilities, including third-party partner facilities.
This means not every Purezae order will necessarily ship from the same location.
Will I receive tracking information?
Yes.
Once your order has shipped and tracking information becomes available, you will receive shipping confirmation with available tracking details so you can follow the progress of your shipment.
Please allow some time for tracking information to become active after shipment.
What should I do if my tracking information is not updating?
Tracking updates can occasionally take additional time depending on the carrier.
If your tracking information has not updated for an extended period, or your package appears significantly delayed, please contact us at:
Please include your order number and the email address used when placing your order so our customer service team can review the available shipment information.
Can I change or cancel my order?
Orders may be changed or cancelled before they have been shipped.
Please contact service@purezae.com as soon as possible if you need to request a change or cancellation.
Once an order has shipped, changes or cancellations may no longer be possible.
Where applicable, you may request a return after receiving your order in accordance with our Return & Refund Policy.
Returns & Refunds
What is Purezae's return period?
Eligible purchases may be returned within our 180-day return window , measured from the date of delivery and subject to the conditions outlined in our Return & Refund Policy.
How do I start a return?
Before sending anything back, please contact:
Please include your order number, the item you wish to return and the reason for your return request.
Our customer service team will review your request and provide the applicable return instructions and appropriate return address.
Who pays for return shipping?
For returns that are not related to a product quality issue, fulfillment error, damaged item, defective item or incorrect product, the customer is responsible for the return shipping cost.
If your order arrives damaged, defective, incorrect or materially different from the product description , Purezae will provide an appropriate replacement, refund or return solution at no additional cost to the customer.
What happens if my product arrives damaged, defective or incorrect?
Please contact service@purezae.com and include:
- Your order number
- The email address used when placing the order
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
After reviewing the issue, Purezae will provide an appropriate replacement, refund or return solution at no additional cost to you where the issue is confirmed.
What if my order is missing an item?
If an item appears to be missing from your order, please contact service@purezae.com with your order number and details of the missing item.
Our customer service team will review the order and available shipment information and assist you with the appropriate next steps.
How long does a refund take?
Approved refunds are issued to the original payment method .
Purezae will generally process an approved refund within 1–3 business days .
After the refund has been issued, it generally takes an additional 5–10 business days to appear through your original payment method.
Actual posting times may vary depending on your bank, card issuer or payment provider.
Payments & Shopping
Is checkout secure?
Yes. Purezae uses secure SSL encryption during checkout to help protect information transmitted during the payment process.
What payment methods can I use?
Available payment methods are displayed directly at checkout.
The payment options shown during checkout are the methods currently available for your order and delivery destination.
Where can I find product information and specifications?
Product-specific information is provided on the applicable Purezae product page.
Depending on the product, this may include information about intended use, dimensions, materials, available options, care instructions and other relevant product details.
We recommend reviewing the product page carefully before placing your order.
What types of products does Purezae offer?
Purezae focuses on practical everyday home essentials for the kitchen, bathroom and bedroom.
If you have a question about a specific product, please contact service@purezae.com and include the product name or product page.
How do I choose the right Purezae product for my home?
We recommend considering the specific task or space you want to improve and reviewing the individual product information carefully.
For kitchen products, consider how the item fits into your food preparation, cooking, cleaning or storage routine.
For bathroom products, review the intended use, placement and care information.
For bedroom and storage products, consider the type of items you want to organise, protect or store and review any available product size or usage information before ordering.
Will the actual product look exactly the same as the photos?
We aim to present our products as clearly and accurately as possible.
However, colours and appearance may vary slightly depending on screen settings, lighting, photography and normal production variation.
Please review the product description, specifications, available options and product images before ordering.
Customer Support
How can I contact Purezae?
You can reach our customer service team by email or phone:
Email:
service@purezae.com
Phone:
+86 135 4400 4433
Support Hours:
9:00 AM–6:00 PM Pacific Time
Website:
purezae.com
If your question concerns an existing order, please include your order number and the email address used when placing the order.
Who operates Purezae?
Purezae is owned and operated by:
Dongguan Manya Technology Co., Ltd.
Store Operator:
Dongguan Manya Technology Co., Ltd.
Legal Entity:
Dongguan Manya Technology Co., Ltd.
Unified Social Credit Code:
91441900MAEDRHQL5X
Business Address:
Room 202, No. 76 Hengmei Xinfeng Street, Nancheng Subdistrict, Dongguan, Guangdong, China
Brand Representative:
Wei Peng
Support Hours:
9:00 AM–6:00 PM Pacific Time
Dongguan Manya Technology Co., Ltd. is responsible for the operation of purezae.com, including online store operations, order processing, customer service and related e-commerce activities.
Still Have a Question?
We're here to help. For questions about Purezae products, orders, shipping, tracking, returns, refunds or other customer service matters, contact our team.