Processing & dispatch

• Orders placed are first set to On Hold for a quick manual review (address, payment, stock). If everything looks good, we switch the order to Processed and send it to our fulfillment flow.

• Once an order is Processed, it’s automatically released to the warehouse and can no longer be modified or pulled back.

Want to change something after ordering?
Email us as soon as possible at hello@puradoro.com. If your order is still On Hold, we’ll do our best to update it, but we cannot guarantee changes once processing starts.

Delivery time (business days)

• US, AU, SG, NZ (direct line): ~3–8 business days in transit

• Rest of world: ~3–14 business days in transit
  Notes: times exclude processing and customs. Remote areas or peak seasons may add a few days.

Shipping fees

• The shipping cost is shown at checkout, based on destination and weight.

• Any free-shipping offers will be clearly displayed at checkout.

Duties, taxes & customs (DAP)

All shipments are sent DAP / duties unpaid. Depending on your country’s regulations, import duties/taxes may be due and are paid by the recipient. Customs inspections can add delays beyond our control. Refusal to pay duties or complete clearance may result in return or disposal by customs.

Tracking

You’ll receive a tracking link once your parcel is handed over to the carrier. Scan events may appear with a short delay while the parcel moves between hubs. If no update appears for 5 business days, contact us.

Address accuracy & delivery attempts

Provide a complete and accurate address (apartment/suite, correct postcode, and a valid phone number). Undeliverable shipments (wrong/incomplete address, unreachable recipient, uncollected pickup) may return to sender.

Return-to-sender & refused/undeliverable parcels

If a parcel returns to us for reasons attributable to the customer (e.g., incomplete/incorrect address, duties unpaid, delivery refused, uncollected), we will refund the product value minus:

• the outbound shipping cost, and

• any return shipping/handling charged by the carrier,
  even if the original order benefited from free shipping.

90-Day Quality Guarantee & Returns

Not fully satisfied? You may return items within 90 days of delivery under our Quality Guarantee — opened and used products are accepted within this window.

• Return shipping is paid by the customer.

• We refund the product price to your original payment method, minus shipping costs (outbound and, if applicable, carrier return/handling).

• Please return items (including used ones) with remaining contents, original packaging/components where possible. Excessive damage or missing parts may lead to a partial refund.

• Do not send returns without authorization. Contact us first to receive an RMA (Return Merchandise Authorization).

How to start a return

1. Email hello@puradoro.com with your order number and reason for return.

2. We’ll issue an RMA with instructions. The return address is provided in the RMA and may vary by country.

3. Pack items securely and include the RMA number on/inside the parcel.

4. Once received and inspected, refunds are typically processed within 5–10 business days.

Damaged, missing, or wrong items

If something arrives damaged or incorrect:

1. Take photos of the outer label, packaging, and item(s).

2. Contact us within 7 days of delivery with your order number and evidence.
   We’ll open a carrier claim and arrange a replacement or refund as appropriate.

Non-deliverable destinations & limitations

We ship to most countries; however, carrier restrictions or local regulations may occasionally prevent delivery (e.g., certain PO Boxes). If we can’t ship to your address, we’ll notify you and refund your order.

Contact

Email: hello@puradoro.com
Please include your order number, full name, and a brief description of your request.