Damaged or missing shipments

If a shipment arrives damaged, mislabeled, or visibly compromised, we want to know within 72 hours.

What to do

1. Stop using the product immediately. Isolate the affected lot.
2. Photograph everything — the outer carton, the packing materials, the product, any visible damage.
3. Email compliance@purityscience.com with your order number, the lot number(s), photos, and a brief description.

We review every report, conduct an internal QA investigation against the lot, and — at our discretion — replace the affected items, issue an account credit, or coordinate a return for further investigation.

Lost shipments

If the carrier marks a shipment as delivered but you can't find it:

• Check around the delivery area and with any front-desk personnel.
• Allow 24 hours for late-day delivery.
• Email support@purityscience.com with your order number.

We'll open a carrier trace. Where the carrier confirms non-delivery and the package isn't recovered, we reship at no cost.

Full posture: Terms §07.