Frequently asked questions
FAQ
How long does it take to process my order?
Orders are processed and prepared within 1–3 business days before shipping.
Do we process orders on weekends or public holidays?
In some circumstances, orders may be processed on weekends or public holidays depending on team availability (especially during peak periods).
Will I receive order confirmation emails?
Yes. Customers receive a confirmation email when an order is placed and another when it ships. Please check your junk/spam folder if you don’t see it in your inbox.
Which carriers do we use?
We ship using Australia Post, Aramex Australia, iMile, SPX, USPS, YunExpress, and Yanwen.
What are our domestic shipping times?
Standard domestic delivery takes 4–14 business days.
Do we ship internationally?
Yes! International delivery times are:
New Zealand: 4–14 business days
USA, UK, Canada, Europe: 7–14 business days
Rest Of World: 4–20 business days
Do we provide tracking numbers?
Yes, tracking numbers are included with all orders and automatically updated on PayPal. Customers can also use our dedicated tracking page to check order progress anytime.
Do we offer express shipping?
We offer Express Priority Processing for faster handling.
How long do I have to return a product?
Customers have 60 days after receiving their order to request a return or refund.
What condition must the product be in for a return?
Items must be unused, sealed, with all original tags and proof of purchase (receipt).
Who pays for return shipping?
Return shipping costs are the customer’s responsibility.
How long do refunds take?
Refunds are processed within 10 business days after review. If you haven’t received your refund within 15 days, please contact our support team.
What payment methods do we accept?
- Credit & Debit Cards: Visa, Mastercard, American Express, Union Pay
- Afterpay, Apple Pay, Google Pay, Shop Pay
Do we offer instalment payments?
Yes, we offer Afterpay for flexible payment options.
What’s the best way to contact customer support?
You can email us at support@purepantryofficial.com. Our team is ready to help.
When is our customer service available?
Customer Service Hours:
- Monday-Friday 9am - 5pm AEST
- Saturday - 10am - 3pm AEST
- Sunday - 11am - 2pm AEST
Do we have a contact form?
Yes. You can reach us through our Contact Page.
Where can I read your official policies?
All policies are available in the footer of our website, including:
Privacy Policy
Return & Refund Policy
Shipping Policy
Terms of Service
Billing Terms & Conditions
Can I change or cancel my order after placing it?
We understand that mistakes happen! If you need to change or cancel your order, please contact us within 48 hours of placing it. After this timeframe, your order may already be processed and we are unable to intercept the delivery.
If your order has already shipped, don’t worry once you receive the item, you can still request a return for a refund in line with our Return & Refund Policy.