If your question is related to an existing order, please include the following information in your email whenever possible:

• Your order number
• The email address used when placing the order
• A brief description of your question, issue or request
• Relevant photos or other supporting information if your item arrived damaged, defective, incorrect or materially different from its description

Providing these details can help us understand your request and assist you more efficiently.

For questions about a specific Purezae product, including the product name or product page in your message can also help our team identify the item more quickly.

Purezae orders are generally processed within 1–3 business days .

Estimated U.S. delivery is generally 5–10 business days after processing .

Purezae uses a multi-location fulfillment model . Orders may be fulfilled from different fulfillment facilities, including third-party partner facilities, depending on inventory availability, product requirements and the delivery destination.

Once an order has shipped and tracking information becomes available, shipping confirmation and available tracking details will be provided.

If tracking has not updated for an extended period, or your shipment appears delayed, lost or undelivered, please contact service@purezae.com and include your order number.

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.

Before sending any return, please contact service@purezae.com to request return instructions and the appropriate return address.

For preference-based returns, or other returns not caused by a product issue or fulfillment error, the customer is responsible for return shipping costs.

If a Purezae product arrives damaged, defective, incorrect or materially different from its description, Purezae will provide an appropriate replacement, refund or return solution at no additional cost to the customer.

Approved refunds are issued to the original payment method .

Once approved, Purezae will process the refund within 1–3 business days .

After the refund has been issued, it generally takes an additional 5–10 business days to appear through the original payment method, depending on the customer's bank, card issuer or payment provider.

If you need to change or cancel an order, please contact us as soon as possible.

Orders may be changed or cancelled before they have been shipped .

Once an order has shipped, changes or cancellations may no longer be possible. Where applicable, the order may instead be eligible for return after delivery under our Return & Refund Policy.

For order changes or cancellation requests, please contact:

service@purezae.com

We recommend including your order number and the email address used when placing the order so our team can locate your purchase more efficiently.