Packages typically reaches the courier and gets delivered to you within 5-12 days as it travels from EU to the US and then to you, the customer. If your package has not arrived within 12-Business days, please reach out to customer service so we can see what the hold-up is.
PureRawz ships Priority International Mail and most orders are delivered in 2-6 days. Every order will receive a tracking number which can be tracked on usps.com. Once you receive your tracking number please allow at least 24 hours for it to update on usps.com. We do not ship on days USPS is closed. Click for a list of USPS holidays.
PureRawz sends an email receipt with every order. If you place your order and you do not receive an email receipt of your order within 24hrs, please contact us. This indicates the email address we have for your order is incorrect, or might be ending up in your spam folder.
If your package is returned back to us as undeliverable we will contact you as soon as it arrives back. At that time you will be invoiced for shipping to reattempt delivery. We cannot issue a refund or in any case cancel the order. We are not liable for an undelivered package due to incorrect shipping address or being left unclaimed at the post office.
Orders over $100 = Free
Orders over $150 will require signature. If you do not want signature required on your package Please leave us a note so we can take it off, in that case we will also not be held responsible for a package getting lost/stolen.
We ship big boxes from the EU everyday with multiple packages inside of them, once that big box arrives in the USA, it is then handed over by our courier company to USPS and is then shipped locally.
This is the only way to get the packages safely in the USA without any importing issues. The big boxes are very expensive every day to ship it overnight basically. This safe for both parties.
We ship to the USA and worldwide, with a few exceptions.
Please note that we are unable to support refunds or reship shipments via international reshippers. If a shipment is lost, damaged or is confiscated whilst using a reshipper we are unable to offer refunds. Please ensure you comply with local laws as well as the laws in the country of your reshipper, and verify that your package conforms to the terms of service of your reshipper.
International shipping usually takes between 8-17 days, though we can’t make any guarantees.
Customs is the #1 reason for any delays you might experience.
Send us an email at firstname.lastname@example.org as soon as you can.
If it hasn’t shipped we can change the address for you.
You should start receiving tracking updates via email within 1-3 business days of your order being paid.
To look up your order tracking, please visit the following page:
Track My Order
My tracking says delivered but I did not receive the package!
If the tracking says Delivered but you have not received the package there are a few possibilities.
It’s possible the package was received by someone else. Couriers sometimes drop off packages at the wrong address, street or mailbox. It possible your neighbor, a front desk, receptionist, mailroom, doorman, HOA or colleague received the package.
If you still can’t find it contact the courier, our tracking emails will provide contact information. Couriers will have GPS coordinates for every tracking scan and can tell you where the package was scanned when the status was changed to Delivered. Be sure to have your tracking number on hand.
USPS Customer Support: 1 (800) 275-8777
Tip: If USPS delivered your package it will be easier to call or visit your local post office and ask to speak with the Postmaster about your missing delivery.
If you suspect the package was lost or stolen please file a claim with the courier and/or a police report. We typically recommend waiting 1-2 weeks for the package to turn up, usually a neighbor or colleague has it. If it never turns up please get in touch with us and provide proof you filed a claim. We will handle this on a case by case basis and may require you to sign a legal affidavit to submit to our insurance company, so we can issue a free reship. But again, please contact us, we are very easy to work with.