RETURNS

  • Visit our Returns page, enter your order number and click "Lookup"
  • Select the item you’d like to return, by clicking "Create Return"
  • In the form, add the reason for return, quantity, condition of the item, and provide any additional information in the notes box. Click "Submit"
  • Repeat this step for all items you’d like to return
  • Review your return summary. If anything is incorrect, immediately click the chat button in the bottom right corner of the screen
  • A confirmation email, with a Return Label, will be sent to the email address you provided within 24 business hours
  • Repackage the item(s) you are returning, removing any previous labels and/or tape from the package, and attach the Return Label to the package using clear packaging tape. Please note that if you’re returning multiple packages, each requires a unique label. (Please avoid using Priority Mail packaging.)
  • Drop your return at the nearest UPS location; no additional postage or insurance is needed

There are a few cases where items may not be returned:

  • Individual items that were purchased as part of a set
  • Items purchased / postmarked after our 60-day return period
  • Free gifts or promotional items with no retail value

If your item was damaged upon receipt, or if you believe the item you ordered is defective, please reach out to Customer Care directly at 800.572.6228.

Exchanges are handled as new purchases, so to avoid multiple concurrent charges on your credit card, we recommend returning your item(s) and placing a new order once your refund is processed.

Please contact our Customer Care Team with the order number for your gift. They’ll let you know whether we can offer an exchange or apply a refund to the original payment method. Please contact Support@ThePureCompany.com or feel free to give us a call at 800.572.6228, Monday through Friday 8:30 am - 6:30 pm EST.

If you’ve received a damaged, defective, or incorrect product, please contact Support@ThePureCompany.com and upload a photo of the damage, or the wrong item you received, as well as your order number. Or feel free to give us a call at 800.572.6228, Monday through Friday 8:30 am - 6:30 pm EST.

Bedding may not be returned once it has been opened for any reason other than manufacturer defect. This includes, but is not limited to, sheets, comforters, and pillow cases.

ORDERS

We accept all major credit cards, Apple Pay and PayPal. Please note, we can only accept one form of payment per order.
Sales tax is applied to orders shipped to Virginia.
The best way to track the progress of your order is to set up an account at checkout. You can log in at any time to receive the most up-to-date information. If you didn’t set up an account, please contact customer service at 800.572.6228 or by email at Support@ThePureCompany.com.
If you would like to modify an order that you have placed, contact Customer Care at 800.572.6228 within 10 minutes of placing your order. Item removal is not guaranteed and can only be done during business hours Monday – Friday, 8:30am – 6:30pm EST. If you're unable to contact our Customer Care team in time, you can initiate a return once you receive your order.
Orders placed before 12:00pm EST are processed that day. Occasionally, we may split the order into multiple shipments. If this happens, you’ll receive a separate tracking number for each shipment.
You can select expedited shipping at checkout for domestic orders. Orders received before 12:00pm EST are processed that day. We’re not able to expedite orders already placed.

SHIPPING

We ship to the contiguous 48 States and a discounted rate is offered for Alaska and Hawaii. We do not ship to PO, APO, FPO, or outside the US. Orders placed for in-stock items usually ship within 24-business hours. Orders placed on Fridays, holidays or on weekends will be shipped the following business day.
The Pure Company is pleased to offer complimentary domestic US ground shipping on all orders over $99. US customers may elect to upgrade their order to overnight or express shipping for an additional fee calculated by UPS.

PRODUCTS

All our products come with a 1-year warranty. If you believe your product has a manufacturer’s defect upon receipt, please reach out to our Customer Care team immediately at 800.572.6228 or email Support@ThePureCompany.com.
Please visit thepurecompany.com/support for manuals, videos and care tips. You may also reach out to our Customer Care team during business hours Monday – Friday, 8:30am – 6:30pm EST at 800.572.6228.
At this time, our products are only available online. But if that changes in the future, our Pure Email Subscribers will be the first to know!
At The Pure Company, good, clean, tasting water is our goal, but with all the choices on the market and water quality making headlines, water quality can be confusing and it is always important to stay informed. What is in my water? Tap water varies from municipality to municipality. Each year the municipality where you live publishes information to let you know what may be in your water. Stay informed! But even if what is in your water is not a concern – we guarantee the water from The Pure Water Decanter and Filter will simply taste better! What is carbon filtration? Carbon filtration is type of filtration that is effective at improving the taste of tap water and some also reduce a number of other contaminants like lead, mercury, protozoan cysts, chloramines, chlorine, heavy metals, pharmaceutical compounds, Volatile Organic Compounds and a whole bunch of stuff we can't pronounce! You know what they say, "If you can't pronounce it, don't eat [or drink] it!". Have the Carbon Block Filters been tested? Our filters have been tested according to industry standards – also known as NSF Standard 53 and NSF Standard 42. However, residents in California should be aware that the State of California requires that devices sold in California which make health-related claims be registered. The Pure Company Decanter and Filter have not yet been registered in California and no claims to remove specific health-related contaminants should be inferred. Just good, clean-tasting water! For residents outside of California, the filter you will receive has been tested to remove over 95% of mercury, lead, chlorine and fluoride in water. Specific filtration capabilities will also accompany your filter. We hope that clears things up!

COMPANY

For us, Pure is a state of mind. It’s the lens through which we view everything we do and the way in which we do it. It speaks to our desire for transparency within our company and for how we interact with our customers to thoughtfully and consistently provide the purest and best customer experience possible.

MEDIA

For press or marketing inquiries, please email Press@thepurecompany.com.
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