Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
We process and ship all orders within 1-3 business days. Delivery times vary depending on your location and the shipping method selected at checkout. Typically, orders within the U.S. are delivered within 5-7 business days, while international shipments may take longer.
Once your order is shipped, you’ll receive a tracking number so you can monitor its progress.
Creating an account with PuraFlame is simple and quick! Follow these steps:
- Go to the Sign Up page on our website.
- Enter your name, email address, and create a password.
- Complete the registration process by following the on-screen instructions.
Once your account is created, you can easily track your orders, save shipping information, and manage your preferences.
To update your shipping address, please contact us as soon as possible at contact@puraflame.net. If your order has not been processed yet, we will be happy to make the changes. However, if your order has already shipped, we may not be able to change the address. In that case, we recommend contacting the shipping carrier directly for further assistance.
Once your order has been shipped, we will send you an email containing a tracking number and a link to track your package. You can use this tracking number on the carrier’s website (such as UPS, FedEx, or USPS) to check the current status of your shipment.
At PuraFlame, we take your privacy and security seriously. We do not store your credit card information on our servers. All payments are processed through secure third-party gateways, such as PayPal or Stripe, which comply with the highest security standards to protect your personal and payment details.
Sales tax is applied based on the shipping address and the applicable laws in your area. If sales tax is required, it will be automatically added to your order at checkout. You can review the final total, including taxes, before completing your purchase.
Yes, we offer international shipping to a wide range of countries. To check if we ship to your country, please select your destination during the checkout process. If we do not currently offer shipping to your location, we apologize for the inconvenience, and we are continually expanding our shipping areas.
In most cases, your order will be shipped in one package. However, if you order multiple items, especially large or bulky products, your items may be shipped separately. If this happens, you will receive multiple tracking numbers, and we will notify you in advance.
If you need to swap an item
Returns and Exchanges
We want you to be completely satisfied with your purchase. If you are not happy with your order, we offer returns within 30 days of receiving your item. The product must be unused, in its original packaging, and in the same condition as when it was received. For more details, please refer to our Refund and Returns Policy.
We apologize for any inconvenience caused. If you received the wrong item, please contact us immediately at contact@puraflame.net. Be sure to include your order number and a description of the incorrect item received. We will arrange for the correct product to be sent to you, and we will cover the cost of any return shipping for the wrong item.
We strive to ensure that your order arrives in perfect condition. However, if your item arrives damaged, please contact us right away at contact@puraflame.net. Kindly provide your order number and include clear photos of the damage. We will assist you with either a replacement or a full refund, depending on your preference.
Once your return is authorized, our customer support team will provide you with the specific return instructions and the correct mailing address. Please ensure the product is well-packaged to avoid further damage during return shipping.
Our customer support team is available to assist you with any questions or issues you may have. You can reach us via email at contact@puraflame.net. We aim to respond to all inquiries within 1-2 business days.
If you’ve entered an incorrect shipping address, please contact us immediately at contact@puraflame.net. If your order has not been processed or shipped yet, we will be happy to update the address for you. If the order has already shipped, we recommend contacting the carrier directly to try and reroute the package to the correct address.
We process orders quickly to ensure fast delivery, so once an order is submitted, it is difficult to modify or cancel. However, if you realize you’ve made an error right after submitting, please contact us as soon as possible at contact@puraflame.net, and we will do our best to accommodate your request before the order is processed or shipped.
If an item is out of stock, we may offer pre-order options for certain products. Please check the product page or contact us directly at contact@puraflame.net to inquire if pre-ordering is available. We will notify you when the item is back in stock or available for pre-order.