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Frequently Asked Questions

General Questions


    1. What is Prop 65?
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    Proposition 65 requires businesses to notify Californians about the levels of chemicals in the products they purchase for their homes or workplaces, or that are released into the environment. By providing this information, Proposition 65 enables Californians to make informed decisions about protecting themselves from exposure to these chemicals.

    The Office of Environmental Health Hazard Assessment (OEHHA) administers the Proposition 65 program. OEHHA, which is part of the California Environmental Protection Agency (Cal/EPA), also evaluates all currently available scientific information on substances considered for placement on the Proposition 65 list.

    For more information visit: http://oehha.ca.gov/prop65/background/p65plain.html

    Please contact the Manufacturer for information regarding the products and ingredients listed under Prop 65.



    1. Why do I have to purchase an ice cooler?
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    Some products require refrigeration. A cooler and ice pack are needed during shipping to guarantee their integrity. Except for Pure Encapsulation products, you can opt-out from purchasing the cooler and ice pack. Removing those from your order, however, may cause one or more of your items to lose its integrity. By removing the ice cooler and ice pack, you, as our customer, undertake the responsibility for the product’s state upon arrival.



    1. Who should I contact if I have questions about ingredients?
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    You can contact our Customer Service Team by phone (1.800.383.6008) or by email (help@pureformulas.com) with questions regarding our products. However, we cannot recommend products for particular ailments nor can we advise on mixing supplements.



    1. How can I request a printed catalog of your products?
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    Our full catalog can be found online. At this time, due to the size of our inventory, we do not offer printed catalogs.



    1. Do you manufacture your products in your facilities?
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    No. We are a distribution center. The products in our catalog, including the PureFormulas brand products, are manufactured by third party vendors.



    1. I found the same product you’re selling cheaper in another site. Would you give me a price match?
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    We do offer price matches under certain criteria. We do not price match with Amazon or eBay. Also, we cannot price match other vendors that require a customer to have an account to purchase with them or pay for shipping. There are other conditions that may render a price match impossible. A price match must be approved by a Customer Agent Supervisor or Senior Agent.



    1. The product I want has changed in price. Can I get it for the same price I paid for it last time?
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    We do not give rain checks for coupons, sales, old pricing, etc. All of our prices are subject to change at any time.



    1. The product I want to purchase is currently “Out of Stock”. Do you know when it’s coming back?
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    Unfortunately, we do not have an exact date on when a product is going to be back in stock. However, you can always provide your email address to be notified when the product is available. Note that providing your email address for out of stock products will not register you for our promotional emails.



    1. What is EXP/MFG/BEST BY?
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    EXP=Date of expiration, MFG/MFD/DOM=Manufactured dates (these dates can mean the product expires in 2 or more years from this date)



    1. What is the item number/SKU?
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    Item number is the unique identifier for a product within our catalog. It’s usually comprised of three letters and four numbers. Item numbers can be found in the product page, on the right hand side of the picture, second bullet point.



    1. How quickly will my email or voicemail be answered?
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    Emails and voicemails are answered in the order received, within 24 hours of receipt, during business days.



Rewards and Coupons


    1. How many accounts can I have?
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    As per our Rewards Terms of Use (https://www.pureformulas.com/rewards-program-rules-details), we only allow one account per household.



    1. How do I use my points?
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    You can apply your points during checkout in the Billing & Payment tab. Simply select the amount of Dollar points you wish to use and click APPLY. To remove points applied to an order, click on the X to their left. If it is your first time using your rewards, you will need to accumulate $50 worth of purchases to unlock your rewards. This could be one order of $50 or several smaller orders that reach the total of $50.

    Points acquired through purchases will appear as pending in your account after the order is submitted. They will show up as completed and ready to use 30 days after the order’s delivery date. Unused points will expire 12 months after they show up as "completed".



    1. Can I add points to my account from orders placed outside of my account?
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    Only orders placed while logged in can qualify for rewards. Any order placed outside of this account or before the creation of the account cannot be retroactively added.



    1. What is a referral coupon and how do I use it?
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    A referral coupon is a unique $5-off-$50 coupon code that you can share with your friends and family. Once your friend completes an order of $50 or more using the code you shared with them, you'll earn $10. For more information visit: https://www.pureformulas.com/refer-a-friend-campaign.



    1. Why can't I use my referral coupon?
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    We're sorry for the inconvenience. There may be a number of reasons, some of which may include:

    -The coupon code is not being applied to one's first purchase.
    -The customer does not have a minimum cart value of $50 pre-tax.
    -The referred friend's email address matches the referrer's email address.
    -The referrer's and referred friend's IP address is the same.
    -Multiple IP addresses are being used to redeem the coupon.



    1. What brands are included when using coupons with manufacturer restrictions?
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    Due to a large volume of products and promotions that we handle on a daily basis, the list of qualifying manufacturers is constantly changing. Please contact our Customer Happiness Team for the most up-to-date information and to find out if a specific manufacturer is included or excluded in a promotion or coupon deal. You can reach us at 1.800.383.6008, by email at help@pureformulas.com or by chat, Monday through Friday from 9am to 7pm EST.



    1. What is PureFormulas’ coupon policy?
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    If you wish to apply a valid coupon to an eligible purchase, please consult our comprehensive coupon policy page here for any questions you may have.



    1. What’s the difference between Coupon Codes and Promotions?
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    A coupon code discounts particular items and can be used together with other coupon codes. A promotion discounts the order total and it’s not combinable with other promotions or coupon codes. If you have already applied coupons and want to apply a promotion, you would need to remove the coupons first by clicking the X to the right of the coupon name.



    1. In coupons and promotions disclaimers, what does “When Applicable” mean?
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    Certain codes cannot be used in conjunction with one another. As a general rule, coupon codes that are deducted from your subtotal will not be applied with another discount code. Codes that target only certain brands, products, etc. can usually be used in conjunction with similar coupon codes.



    1. How can I remove a coupon code from my order?
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    In the shopping cart you will notice the coupon being applied and subtracted from your total. You may click the (X) in front of the code to remove it.



    1. I just got a Welcome coupon code because I registered to receive newsletters. How many orders can I place with the code?
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    Welcome codes can only be used on one order.



Billing and Shipping


    1. What payment methods do you accept?
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    We accept all major US credit cards and Paypal. We do not accept international credit cards, credit cards with international billing addresses, gift cards other than PureFormulas promotional cards.




    1. Why do I see a double charge in my credit card/Paypal?
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    Usually, duplicate charges in your credit card or Paypal for the same amount and order number represent a pending authorization that should disappear automatically within 72 hours. If the charge remains in your account after this period or if it settles, please contact our Customer Happiness team by phone at 1.800.383.6008, by email at help@pureformulas.com or by chat, Monday through Friday from 9am to 7pm EST.



    1. I was placing an order and got a "Merchant Override Decline" error after submitting it. What does that mean?
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    A Merchant Override Decline error means that our credit card processor found an issue with your credit card. The issue could be that the zip code you entered doesn’t match the zip code registered to your credit card, or that the CVV code entered is incorrect. Please revise the full billing address and CVV, and try again.

    You could also get a "Credit Floor" error, which means that there are not enough funds in your credit card to cover the purchase.

    An error of "Do Not Honor" means that you need to contact your credit card issuer, or you have provided us incorrect credit information.

    If you get "Orbital Gateway Error", it means that the billing or shipping address you entered exceeds the character limit accepted by our credit card processor. Please revise the address and try again.

    There are several other errors that our credit card processor might display. If you have questions, you can contact our Customer Happiness team by phone at 1.800.383.6008, by email at help@pureformulas.com or by chat, Monday through Friday from 9am to 7pm EST.



    1. Do I have to be home to receive my package?
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    Only if an order is over $500, in which case UPS requires a signature.



    1. Do you ship internationally?
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    We currently ship to the following countries: Belgium, Brazil, Canada, Croatia, Denmark, Estonia, France, Germany, Gibraltar, Hong Kong, Ireland, Japan, Lithuania, Luxembourg, Netherlands, Portugal, Russia, Singapore, Sweden, and United Kingdom.

    However, we cannot assume responsibility for taxes or unexpected issues related to your delivery. If you are unsure whether an item can ship to your country, it is your responsibility to contact customs and get necessary verification.

    Furthermore, in the event that your international order has been held or lost at customs or your local postal facility, unfortunately, we cannot issue a refund or a replacement.

    If you wish to ship a product internationally, please note that the country of the billing address of your credit card or Paypal account must match the country of the shipping address you enter.



    1. How long will it take for me to receive my package?
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    This would depend on the shipping method selected. You can see more information on our shipping policies here: https://www.pureformulas.com/shipping-policy.

    Orders of over $250.00 must ship UPS. If you decide to change the shipping method, we will require an email from you stating that you forfeit the UPS shipping and that you are responsible for the shipment.



    1. Can I pick up my order instead of having it shipped?
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    Yes. You can pick up your order at our main office located in 11800 NW 102 Road, Suite 2, FL 33178. We are open Monday through Friday, from 9am to 5pm.



    1. How long must I wait until a package can be replaced due to damage or the package missing?
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    This depends on the time frame chosen during checkout. A replacement or refund can be processed after the time frame of the chosen shipping has passed.



    1. What happens if my order is shipped to an incorrect address?
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    Orders that are placed online cannot be replaced or refunded if an incorrect shipping address is listed. Each order concludes with an order confirmation page and email detailing the shipping and billing information. You will be required to place a new order to be shipped to the correct address. If the incorrect order is shipped back to us, a refund or reshipment can be done.



    1. Can I pay one order with multiple credit cards?
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    Unfortunately at the moment, our systems do not allow for the use of multiple credit cards on a single order. You must pay the order with one credit card.