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F.A.Q


HOW LONG WILL IT TAKE MY ORDER TO ARRIVE? 

Some of out Items are custom made and sent from various locations, so we appreciate your patience in advance. All items are subject to a handling period before they are dispatched. - 99% of orders leave the warehouse within 3-5 days of payment.You will receive a shipping confirmation e-mail and tracking number once your products are shipped.

This is what our process looks like:

  • The order will be processed and shipped within 3-5 business days.
  • You will receive a shipping confirmation e-mail and tracking number once your products are shipped.
  • It will USUALLY take 2-3 weeks, from the date of shipping for your order to arrive worldwide, but PLEASE allow up to 2-6 weeks due to high demand

 WHERE DO YOU SHIP FROM?

    North America is the location of our fulfillment office, HOWEVER some of our specialty items are produced by some of our partners in other countries such as Australia, Europe, United Kingdom and China.

    WILL MY ITEMS BE SENT IN ONE PACKAGE?

     On occasions items in the same purchase will sometimes be sent in separate packages, EVEN if you've specified combined shipping. The reason for this happening is to ensure you receiving all your items as QUICK as possible! Please keep this in mind when receiving deliveries.

     I HAVE PLACED AN ORDER CAN I TRACK MY ITEMS? 

    Firstly, thank you for ordering with us, we cant wait for you to receive your items! 

    Secondly, YES! Once you have received your shipping confirmation email, you just simply go to the Track Order page located on our website. Input your email and order number provided in the shipping confirmation email and there will be the status of your order.

    If for any reason the track order page isn't loading or your order is not showing up just email us at info@puregemco.com and we will get back to you promptly.

    ** You can only track your order after it has been fulfilled and shipped out! **

    WHAT IS THE STORES EXCHANGE POLICY?

    For MOST items we offer a 15 day exchange policy. If you would like to exchange your product just email us and we will provide you with a return address. Please note, you are responsible for return costs.

    Please note, any product which has intimate/health usage (shape-wear, exfoliators etc.) are not covered due to hygiene factors. Sorry! (contact us if you are not sure if this applies to you).

    We STRONGLY recommend looking at the sizing guidelines outlined in the product description before purchasing.  

    MY ORDER WAS LOST OR DAMAGED, WHAT DO I DO?

    In the very rare and unlikely event of a lost package or damaged item don't worry! All you need to do is email us with your order number at info@puregemco.com and we will reply in 24 hours address the specific issue and get it resolved quickly! If for some reason we don't (don't worry, we always reply!) Just send us an email again. We pride ourselves on customer satisfaction, any issues we fix ASAP.

    ** we ask that you please wait until the estimated delivery time has passed  before assuming the item is lost **

    ** For damaged goods, please email us and include photographs of the damage. thank you! **

    STILL HAVE QUESTIONS?

    Customer Service Operation Hours

    MONDAY- FRIDAY - 9am-11pm Australian Eastern Standard Time (AEST)

    We are a small, independent company so these are guidelines not hard and fast rules but we pride ourselves on our customer service!

    If there are any issues or further questions at all we have support staff working around the clock to help with anything you need, just send an email too info@puregemco.com and we will promptly reply with a response.