This Shipping & Returns Policy (below) is intended to supplement PURAVAI LLC’s Terms & Conditions. By ordering any product or service via the Site or from PURAVAI LLC directly, you signify your acceptance of this Shipping & Returns Policy.
Credit Card Charges
Due to credit cards that decline when orders are ready to ship, our policy includes clearing credit cards upon receipt of order. When we receive your order, we pay employees to put the orders together. If the credit card declines at shipping time, we then are required to pay employees to undo the order. Therefore, credit cards are cleared at time of order and finalized at the time your order is shipped.
We ship to the entire United States, AK and HI included. Additional shipping charges may apply to any shipping location outside the 48 contiguous United States.
PURAVAI LLC uses USPS, UPS, DHL, and FedEx as its primary shippers. Exceptionally large orders (i.e., freight orders) may be shipped through another carrier. We offer both standard ground and various expedited shipping methods. The cost of each is determined after your order is initiated. When using Standard Ground Service, most packages arrive within about 5 to 10 days of their shipping date. If using an express service, most packages will arrive within about 1 to 3 days of their shipping date, depending on the level of service you have selected. Every effort is made to ship your order the same day it is placed, however, it may take longer to ship your package if orders or supplies are back-logged. Regardless of the shipping method you pick, once the product is shipped, the mail carrier controls how long it will take to get to you. We ship Monday - Friday, excluding holidays.
Please note, UPS does not delivery to PO, APO, or FPO Boxes. You must make every effort to include your street address when placing an order.
Shipping, Handling, & Tax Charges
Shipping & handling and applicable tax charges will be shown at checkout in PURAVAI.com’s shopping cart or be explained by your sales rep when placing an order by phone or in writing. The Customer is responsible for the payment of shipping, handling, and applicable tax charges associated with their order(s).
You may apply for a Return Authorization Number (RAN) within 30 days of receiving your order, depending on conditions. If a RAN is not requested within the first 30 days of receiving you order, we DO NOT accept returns for any reason. All sales are final after 30 days. Please take a moment to read below to understand our return policy before proceeding with a return.
Only merchandise that is in new condition will be accepted for return. Special orders, open box specials, scratch & dent sale items, and used items are not returnable. All returns, except defective merchandise, may be subject to a 15% restocking fee.
The Return Process
To return a product, simply follow the steps below:
1. Obtain a Return Authorization Number (RAN). A Return Authorization Number (RAN) is a multi-digit number we use to track your returning shipment. To request a RAN, email ContactUs[at]Puravai.com and provide your name, email, and phone number. Also, please include a short description explaining your need for a return. A representative should reach out to you within 2 business days, and if applicable, will issue you a RAN. Every order that is returned to us or refused by the customer must have an RAN in order to be processed or accepted by PURAVAI.com. A RAN is only good for 10 business days. The merchandise you are returning must be received (not shipped) at our office within 10 days from the date we issue a RAN to you.
2. Insure the package for the value of the contents and ship. You are responsible for all shipping costs, including insurance. Forward to us a tracking number for your return shipment. Ship the items back to us via UPS, FedEx, DHL, or Certified U.S. Mail, and make sure the RAN is clearly marked on the outside of each box.
3. Make sure the items are repackaged securely in their original boxes or packaging if possible and are in new condition. Opened products will not be accepted for returns, neither are scratched, dented, or damaged items. (Each item that leaves our premises is first inspected for any damages and for product accuracy, and will be inspected for such upon return.)
4. After receiving the item, PURAVAI LLC will issue a refund (via credit card, check, or other method) for the full order amount less shipping and handling fees and a 15% restocking fee (if applicable). If the order was returned due to damaged or defective items caused by PURAVAI LLC, return fees will be reimbursed, as long as the Buyer accepts replacement item(s) for their return.
Lost or Damaged Items
Loss or damage that occurs during shipping by a carrier is Customer's responsibility. Damaged shipments from handling must be claimed with the freight carrier. Ensure you note if any boxes are missing or damaged. This must be noted on drivers packing list. If any products are visibly damaged, refuse the delivery immediately. You should call us immediately or email us at ContactUs[at]Puravai.com. If you open the package and discover damage after the driver has left, keep all the packing and call the freight carrier to return. The carrier should inspect the damage and assist in filing a claim. Please be advised, we cannot and will not be responsible for damage caused by the freight company. Product will be replaced in whole or in part after we receive the damaged items back and the carrier has contacted us with the claim information. If you suspect the items problem is due to a manufacturer’s defect, please call us immediately or email us at ContactUs[at]Puravai.com. Unauthorized returns will not be accepted. Items are authorized for return only if you first receive a Return Authorization Number (RAN). Packages without a Return Authorization Number written clearly on the package will be refused.
For items returned due to manufacturer defects, PURAVAI LLC will (once the product has been returned) exchange the product free of charge for the same product or a product of equal or greater value or issue a store credit. An RAN must be requested within 30 days of receiving your shipment in order to return orders with manufacturer defects.
Order Cancellations Prior to Shipping
When we receive your order, we pay employees to prepare, pick, and pack the orders and ready them for shipping. Furthermore, we are charged by the credit card companies for running your credit card. Because of the costs we incur, there may be a 15% restocking and credit-card convenience fee on all cancelled orders prior to shipping. Once an order has shipped all Sales are Final and are subject to our Return Policy.
Credit Card Refunds
Typically, your refund is credited back to your credit card within seven business days after we receive and inspect your return.