Frequently Asked Questions (FAQs)

✅ PURELYMART — Frequently Asked Questions (Updated 2026)

1. Orders & Payments

Q1: What payment methods do you accept?

We accept all major payment methods:

  • Credit & Debit Cards

  • PayPal

  • Apple Pay / Google Pay

  • Shop Pay

  • International cards depending on region

All payments are processed securely and we do not store card information.

Q2: Can I modify or cancel my order?

Orders can be modified or cancelled within 12 hours of purchase.
Once processing begins, we may not be able to make changes.

Please email us immediately: contact@purelymart.com
Include your name, order number, and the change you want to make.

Q3: Why was my payment declined?

This may happen due to:

  • Incorrect billing address

  • Insufficient funds

  • Bank security check

  • International purchase restrictions

Try using another payment method or contact your bank.

2. Shipping & Delivery

Q4: How long does shipping take?

Delivery times vary by country:

  • USA: 7–15 business days

  • UK & Europe: 8–18 business days

  • Canada & Australia: 10–20 business days

  • Pakistan & South Asia: 12–25 business days

  • Worldwide: 12–30 business days

Please note: Processing time is 1–5 business days.

Q5: Why is my order arriving in multiple packages?

To ensure faster delivery, your items may ship separately from different warehouses.
You will receive tracking numbers for each package.

Q6: How do I track my order?

Once your order ships, a tracking number is sent to your email.
Tracking may take 2–5 days to update after dispatch.

Q7: What if my package is delayed?

Delays can occur due to:

  • Customs inspection

  • High seasonal volume

  • Weather issues

  • International logistics

If your order exceeds the "maximum delivery window," we will investigate and may offer a refund or replacement depending on supplier rules.

Q8: What if the carrier marks my order as “Delivered” but I didn’t receive it?

Please:

  1. Check with neighbors, mailbox, or security desk

  2. Check with your local post office

  3. Verify the address provided at checkout

If still missing, email us and we will help file a claim.
Refunds are handled according to carrier investigation results.

3. Returns & Refunds

Q9: What is your return policy?

We offer a 30-day return window from the date of delivery.

Items must be:

  • Unused

  • Unworn

  • In original packaging

Some items may not require physical return (depending on the supplier dispute resolution).

Full details: See our Refund Policy page.

Q10: How do I start a return or refund?

Email us at:
📩 contact@purelymart.com

Include:

  • Order number

  • Reason

  • Photos/videos (if defective or damaged)

We will guide you through the process.

Q11: Who pays for return shipping?

Customers are responsible for return shipping unless:

  • Item arrived damaged

  • Wrong item was shipped

  • Product is defective

For international fulfillment orders, returns may not always be required.

Q12: When will I receive my refund?

Refunds are issued within 7–15 business days after approval.

4. Product Questions

Q13: Are your products original and high quality?

Yes, we work with verified international suppliers that meet strict quality standards.
Every item is inspected before shipping.

Q14: Why does my product look slightly different from the photos?

Colors may vary slightly due to lighting, screen settings, or photography.
We ensure product descriptions match the actual item as closely as possible.

Q15: Do you offer product warranties?

Some items include a manufacturer warranty.
If your product is defective within the first 30 days, contact us for support.

5. Account & Support

Q16: How do I contact customer service?

You can reach us via:

📩 Email: contact@purelymart.com
📞 U.S. Phone/WhatsApp: +1 845 315 9205
We respond within 24–48 hours.

Q17: Do I need an account to order?

No — guest checkout is available.
However, creating an account allows you to:

  • Track orders easily

  • Save your information

  • Access exclusive offers

Q18: Do you offer wholesale or bulk discounts?

Yes.
For wholesale inquiries, email us at contact@purelymart.com with:

  • Product quantity

  • Destination country

  • Business details

6. Security & Privacy

Q19: Is my information secure?

Yes. PurelyMart uses:

  • SSL encryption

  • PCI-DSS-compliant payment processing

  • Shopify’s secure data infrastructure

We never store your credit card details.

Q20: Will you share my information with anyone?

We only share your data with:

  • Payment processors

  • Fulfillment partners (for shipping your order)

  • Fraud prevention systems

We never sell or rent your information.

7. Miscellaneous

Q21: I made a mistake with my address — what should I do?

Email us immediately with your correct address.

If the order is already shipped, PurelyMart is not responsible for packages delivered to incorrect addresses.

Q22: Do you ship worldwide?

Yes, we ship to most countries except restricted regions due to customs regulations.

Q23: Do you offer free shipping?

We occasionally offer promotions with free shipping.
Offers vary depending on product and region.

Q24: Why did I only receive part of my order?

Orders with multiple items may ship from different warehouses to speed up delivery.

The remaining items will arrive shortly.