Orders
How can I make changes to my order?
Changes cannot be made once the order is confirmed. For other inquiries, please submit your order number, full name and phone number to otcenquiry@purapharm.com
How will I know if my order has been received?
If you have recieved an email confirmation from us, it means your order has been successfully placed! You may also login to your account to view your recent orders from order history.
How can I change my shipping address?
Please contact us within 12 hours of order placement and provide us your order number, full name and phone number in your email.
I ordered multiple items but only one has arrived. Is the item lost?
Please contact us through email.
Shipping Details
Do you ship internationally?
Products from PuraPharm's official e-shop offers international shipping to many countries/regions, including North America, Australia, China and more. Shipping costs will be shown on the checkout page. Please note that international delivery services may be delayed due to the COVID-19 pandemic.
When will my order ship?
We usually ship within 4-6 business days after order placement. For order details, please inquire through your account or contact us.
Order HK$800 or more to enjoy free delivery in Hong Kong. Or HK$80 shipping fee for orders below HK$800.
Cut-off time for online orders is 3:00 PM (HKT). Orders placed after this hour will be processed the next business day. Please allow extra time for us to process orders during public holidays and peak hours. Thank you for your patience.
Do you accept bulk purchases?
If you are interested in bulk purchasing, please contact us through email at octenquiry@purapharm.com
Payment
What payment methods do you accept?
We accept PayPal (VISA, Master Card, AE), VISA, Master Card, AE, Apple Pay, GPay, Alipay, WeChat Pay, FPS.
I received an error message during checkout. What should I do? What does 'Invalid transaction error' or 'Something is wrong with your credit card, please call card center for help: Transaction Not Allowed' mean?
If an error message occurs, this may be because:
Your bank has rejected the transaction based on 'Suspected Fraud'
The credit card you're using is not suitable for international transactions. If problem persists, try another card or contact your bank for assistance.
Return Policy
We're committed to your 100% satisfaction. To ensure you get the best product, every batch of product is inspected multiple times before it's delivered to you! Even if we do our best to ensure your product arrives in perfect condition, it is impossible to completely avoid the unexpected. If you find any problem with your product or order, please take a photo of the issue and contact us immediately. We'll follow up with a PuraPharm specialist to assist you promptly with solutions to guarantee satisfaction.
Still can't find the answer you're looking for? Please contact us directly at any time.