FAQ Page
Frequently Asked Questions (FAQs) - Pure Aura
1. What payment methods do you accept?
At Pure Aura, we offer a variety of secure payment methods for your convenience:
- Credit/Debit Cards: Visa, MasterCard, American Express, Discover, Diners Club.
- Shop Pay: A fast checkout option for returning Shopify users.
- PayPal: Secure, fast payment processing.
- Venmo: Convenient payments via your Venmo account.
- Apple Pay & Google Pay: Easy mobile payments for iOS and Android users.
- Meta Pay: Payments through Facebook or Instagram.
All transactions are encrypted and processed securely to ensure the safety of your personal data.
2. How long does it take to process and ship my order?
- Processing Time: Orders are processed within 1-2 business days (Mon-Fri).
- Shipping Time: Delivery typically takes 5-7 business days within the U.S. Once your order is shipped, we will send you an email with a tracking number.
3. How do I track my order?
Once your order is shipped, you will receive a tracking number via email. You can track your order by entering the tracking number on our Track Your Order page, available on our website here. This feature allows you to see the real-time status of your shipment.
4. What is your return policy?
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, the item must be:
- Unworn or unused,
- In original packaging with tags,
- Accompanied by a receipt or proof of purchase.
Return Shipping Costs:
- For defective products, Pure Aura covers the return shipping costs.
- For changes of mind or customer remorse, the customer is responsible for the return shipping costs.
To initiate a return, please contact us at pureaura.assist@gmail.com
5. What do I do if my product is defective?
If you receive a defective product, you can request:
- A replacement,
- A repair,
- A price reduction, or
- A full refund.
Please contact us at pureaura.assist@gmail.com within 48 hours of receiving your product to report the defect. Pure Aura will cover the return shipping costs for defective items, and we will either replace the item or offer a full refund after inspecting the returned item.
6. Can I cancel my order?
Yes, you can cancel your order if it hasn't been shipped yet. To cancel your order, contact us immediately at pureaura.assist@gmail.com. If your order has already been shipped, you will need to follow the return process after receiving the product.
7. What if I receive the wrong product?
If you receive an incorrect product, please contact us at pureaura.assist@gmail.com. We will cover the return shipping costs and ensure you receive the correct product.
8. How do I contact customer service?
You can contact us through:
- Email: pureaura.assist@gmail.com
-
Phone:
+1 786-917-5289
Our customer service is available Monday through Friday, 8:00 AM to 6:00 PM, and on weekends from 10:00 AM to 5:00 PM (EST).
9. What are the shipping costs and delivery options?
We offer free shipping within the United States on all orders. Shipping is handled by reliable couriers such as DHL, FedEx and USPS. All shipments are insured, and tracking information will be provided after your order has been shipped.
10. Can I return personalized or custom items?
Unfortunately, we do not accept returns for custom or personalized items unless they are defective or not as described.
11. When will I receive my refund?
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 7 days and applied to your original payment method.
12. What if my product never arrived?
If your product does not arrive within the estimated delivery time, please contact us at pureaura.assist@gmail.com so we can initiate an investigation with the courier. If the product is not found, we will offer you a full refund or a replacement product.