frequently asked questions

promotion/source codes

why is the promotion/source code not being applied to the order?
The promotion/source code being used may have expired. If it's a current code and still not applying the offer, you may want to clear your browser's cookies.

taxes

why am I paying tax on freight?
State tax regulations require that we collect tax on shipping and handling where applicable. All sales taxes that are collected are paid to the state where tax is collected and merchandise has shipped.

returns/exchanges

can I return/exchange a product after I've opened or used it?
If for any reason you are dissatisfied with your purchase, we'll assist you with a prompt refund or exchange within 30 days from the date of purchase. Please see our Returns & Exchanges policy for complete details.

email confirmation

I received an email confirmation, why was my order not processed?
This may be due to an unforeseeable computer glitch. Because we are depending on technology when placing online orders, we unfortunately come across odd crashes and computer errors from time to time. If we do discover that we have a problem in processing your order, we will send an email to explain what happened, and let you know what your options are. We apologize in advance for any inconvenience that an unprocessed order might cause.

processing returns

why does it take so long to process a return if I pay extra to send my return by FedEx or UPS?
Typically, product returns are processed on a weekly basis, so that we can have our Pure MD specialists take care of every package personally. (We want to understand what you returned, why you returned it, the reason you didn't want it, etc).

If for some reason you do need a return processed right away, you can contact our customer service department, and we'll do our best to accommodate your request. We cannot however credit any cards back unless we have received the returned items. If you are in a rush for an item you wanted as an exchange, we suggest that you first place a new order with us for the item in question, knowing that your returned item will be credited once we process the received package.

backorders

At this time, we are not able to accept backorders. If the item you would like is not in-stock, please re-visit our website again soon to place your order once the item becomes available. You can also call our Customer Service line at (678) 679-2464 to inquire about the availability of any item.

removal from mailing list

how do I remove myself from your mailing list?
How do I remove myself from the mailing list? Look for the unsubscribe link at the bottom of any of our email offers or email your request to be removed to customerservice@PureMD.com.

why do I receive e-mails and other communication when I have requested to be removed from your mailing list?
We apologize for any frustration this may cause. Our mailing list requests are processed and updated once per month, and often our correspondence is addressed a month in advance, so it's possible that you may receive one or two residual e-mails or newsletters after your initial request to be removed.