Frequently Asked Questions (FAQ)

Orders

How do I place an order?

Simply browse our store, add your favorite products to your cart, and proceed to checkout. Once your payment is confirmed, we'll begin processing your order.

Can I change or cancel my order?

Yes, but only if your order has not yet entered processing.

Please contact us as soon as possible after placing your order. Once an order has been processed or shipped, we are unable to make changes or cancellations.

I entered the wrong shipping address. What should I do?

Please contact us immediately. If your order has not yet been processed, we'll do our best to update your shipping address.

Unfortunately, we cannot guarantee address changes after an order has entered fulfillment.


Shipping

Where do you ship?

We currently ship to most countries worldwide.

If your location is unavailable during checkout, please contact us before placing your order.

How long does shipping take?

Estimated delivery times are:

  • USA & Canada: 7–20 business days
  • Australia & New Zealand: 7–18 business days
  • UK & Europe: 7–20 business days
  • Other countries: 10–30 business days

Shipping times are estimates and may vary depending on customs and local carriers.

Why is my order taking longer than expected?

Occasionally, deliveries may be delayed due to:

  • Customs inspections
  • Weather conditions
  • Carrier delays
  • Peak holiday seasons
  • Local postal services

We appreciate your patience and understanding.

Will I receive a tracking number?

Yes.

Once your order has shipped, you'll receive a confirmation email with your tracking number.

Please allow 2–7 business days for tracking information to become active.

Why did my order arrive in multiple packages?

Some products are shipped from different warehouses or suppliers.

If you ordered multiple items, they may arrive separately.

 

Payments

What payment methods do you accept?

We accept major credit and debit cards, as well as any payment methods displayed during checkout.

Is my payment secure?

Yes.

Our checkout uses industry-standard encryption to help protect your personal and payment information.

 

Returns & Refunds

What is your return policy?

We offer a 30-Day Return Guarantee on eligible items.

Please refer to our Return & Refund Policy for full details.

What if my item arrives damaged or defective?

Please contact us within 7 days of delivery with:

  • Your order number
  • Photos of the product
  • Photos of the packaging

We'll review your request and work to resolve the issue as quickly as possible.

Who pays for return shipping?

If the return is due to a defective, damaged, or incorrect item, we'll work with you to provide an appropriate solution.

For change-of-mind returns, customers are generally responsible for return shipping costs.


Products

Are your products exactly like the photos?

We make every effort to display our products as accurately as possible.

However, slight differences in color or appearance may occur due to monitor settings, lighting, or manufacturing variations.

Are your products covered by a warranty?

Warranty coverage varies by product.

If a product includes a warranty, it will be clearly stated on the product page.


Customs & Taxes

Will I need to pay customs duties or import taxes?

Depending on your country's regulations, your order may be subject to customs duties, VAT, or import taxes.

These charges are the responsibility of the customer.


Contact Us

How can I contact customer support?

If you have any questions or need assistance, please contact our customer support team(info@puroimpherbs.com).

We aim to respond to all enquiries within 24–48 business hours.

I haven't received a reply. What should I do?

Please check your Spam or Junk folder, as our emails may occasionally be filtered there.

If you still haven't received a response after 48 business hours, feel free to contact us again with your order number.