Response times
Last updated May 15, 2026
Response times
Our targets — actual response times track these closely on weekdays.
Standard
- Support tickets: first response within one business hour during 9–5 ET weekdays.
- Compliance email (compliance@purityscience.com): within one business day.
- General email (support@purityscience.com): within one business day.
- Legal email (legal@purityscience.com): within two business days.
Outside business hours
Tickets opened evenings and weekends get a first response the next business morning. Order-fulfillment urgency does not move the queue — fulfillment cutoffs are documented on the order detail page.
Escalation
If a ticket hasn't received a first response within one business day, reply on the ticket with "Escalating" in the subject — that auto-flags the thread for a manager review.
Still stuck?
Open a ticket and we'll thread the conversation back to this article.
Prefer email? support@purityscience.com.