Shipping policy

Shipping Policy

Last updated: 10 August 2026

1. Overview
We ship worldwide through our trusted fulfilment partners, with warehouses in the United States and overseas. To keep our prices fair, your order ships from the location best able to get it to you quickly, and every order is tracked from dispatch to delivery.

2. Order Processing

• Orders are processed within 1–3 business days of payment confirmation
• Orders placed on weekends or public holidays will be processed the next business day
• You will receive a confirmation email with your tracking information once your order has been dispatched
• During peak periods (e.g. Christmas, Lunar New Year, Singles Day), processing times may be slightly longer

3. Estimated Delivery Timeframes
Delivery times vary by destination. The following are estimates only:

Delivery times may vary depending on the shipping method selected at checkout, customs processing times, and carrier availability in your region. Your order ships from our fulfilment partners' warehouses in the US and overseas, fully tracked to your door.

4. Shipping Costs
Shipping costs are calculated at checkout based on your delivery address and the items ordered. Free shipping may be available on qualifying orders- please check the product page for details.

5. Order Tracking

• Once your order is dispatched, you will receive a tracking number via email
• Please allow 3–5 business days after dispatch for tracking information to become active
• You can track your order using the link provided in your shipping confirmation email
• If you have not received tracking information within 5 business days of your order confirmation, please contact us

6. Customs, Duties & Import Taxes

• For international orders, applicable customs duties and import taxes are included in your order total and prepaid on your behalf at checkout.
• This means no additional customs charges should be due when your order is delivered- the price you pay at checkout is the price you pay, with no surprise fees at the door.
• In rare cases, your local customs authority may still assess an unexpected charge. If this happens, please contact us at hello@purelyus.net and we'll make it right.
• We are required by law to declare all items at their full commercial value.
• We are not responsible for shipping or delivery delays caused by customs processing, though no payment will be required from you to release your order.

7. Shipping Restrictions

• Some products may not be available for shipping to certain countries due to local import restrictions
• If we are unable to ship to your location, we will notify you and issue a full refund

8. Lost, Delayed or Damaged Orders
If your order has not arrived within the estimated timeframe, please:

• Check your tracking information for the latest update
• Contact your local post office or customs office, as parcels are sometimes held there
• Contact us at hello@purelyus.net if the issue remains unresolved after the maximum estimated delivery time

If your order is confirmed lost by the carrier, we will offer a replacement or full refund at no additional cost to you. If your order arrives damaged, please contact us within 7 days of delivery with photos and we will arrange a remedy promptly.

9. Incorrect Shipping Address
Please ensure your shipping address is entered correctly at checkout. We are unable to redirect parcels once they have been dispatched. If an incorrect address is provided and the parcel is undeliverable or lost as a result, we are not responsible for the loss and a re-shipment fee may apply.

10. Split Shipments
If you order multiple items, they may be shipped separately from different warehouses and arrive at different times. You will receive separate tracking numbers for each shipment.

11. Contact Us
If you have any questions about your order or delivery, please contact us:

📧 hello@purelyus.net
🌐 purelyus.net