Frequently Asked Questions (FAQ)
Order Confirmation:
Q: When will I be charged for my order?
A: Your credit card will be pre-authorized as soon as you place your order. If the item is in stock and ready for shipment, the charges will be processed and your order will be submitted within 5 business days.
Q: How soon will my item(s) ship?
A: If your order is in stock and we have processed the charges, your item(s) will ship within five business days from the date of your order.
Q: Will I receive a tracking number for my order?
A: Yes, we will send you tracking information to the email address provided during checkout within 24 hours of your order leaving the warehouse. If you do not receive tracking information within six business days, please reach out to us at orders@purespaliving.com.
Damages:
Q: What should I do if my item arrives damaged?
A: Please inspect the packaging of your item(s) when they arrive. If you notice any damage, make a note of it when signing for the delivery. If the item(s) are damaged, please email photos to returns@purespaliving.com and we will assist you in filing an insurance claim.
Cancellations & Refunds:
Q: Can I cancel my order?
A: Yes, you can cancel your order. However, if your order is canceled after 48 hours, there will be a $20 administration fee. If your order has already shipped, you (the buyer) will also be responsible for return shipping charges.
Q: How are refunds processed?
A: Refunds will only be issued to the original payment method used when placing the order.
Price Guarantee:
Q: How does your Price Guarantee work?
A: If you find a better price online within six months of your purchase from our store, we will refund the difference. Just send us a link to the same product on our website or a competitor’s website within six months from the date of your order to request a partial refund.
Q: Are there any limitations to the Price Guarantee?
A: Yes, here are some conditions:
- You must have purchased the item from our website before requesting a price match.
- Promotions such as rebates or buy one, get one free offers are not eligible.
- The item must be in stock on the competitor’s website.
- The competitor must be an online store and an Authorized Retailer of the product.
- The website cannot be an auction site (e.g., eBay) or a discounter (e.g., Overstock).
- The price match includes the item price and shipping charges but excludes taxes.
Leisure Craft Products:
Q: Can I return a Leisure Craft product if I change my mind?
A: Leisure Craft products are custom-made and are non-returnable. We do not accept returns for these items due to the high costs of shipping and production. Please ensure your order is correct before finalizing your purchase.
Q: What happens if my Leisure Craft product arrives damaged?
A: If your product arrives damaged, please take photos immediately and email them to us at returns@purespaliving.com so we can assist in resolving the issue.
Delivery, Unloading, and Change of Address Policy (for Leisure Craft Products):
Q: Who is responsible for unloading Leisure Craft crates from the delivery truck?
A: Customers are responsible for unloading their crates. For crates 92” or shorter, they will fit on a liftgate and the truck driver will assist in lowering them. However, for crates longer than 92”, the customer will need to:
- Arrange equipment to unload the crate, or
- Use a trailer to pick up the crate at the delivery terminal, or
- Rent a tilt tow truck to pick up the crate from the terminal.
If none of these options are possible, Dundalk will arrange for a tilt tow truck at a cost of $750, which will be added to the customer’s account.
Q: Can I change the ship-to address for my Leisure Craft order?
A: If the ship-to address is changed before the order leaves the factory, it will be done free of charge. However, if the address is changed after the order has shipped, a $250 fee will apply.
Q: What happens if I delay the delivery of my Leisure Craft product?
A: If delivery is delayed due to customer-related issues, such as failure to arrange unloading or respond to the shipping company, and storage fees accrue at the delivery terminal, these fees will be added to the customer’s account.
Order Changes & Returns Policy (for Leisure Craft Products)
Q: Can I cancel my Leisure Craft order?
A: Yes, cancelations can be made up to 14 days from the order entry without penalty. After 14 days, a $65 cancelation fee will apply. Within 7 days of the ship date, cancelations are not allowed.
Q: Can I change my Leisure Craft order?
A: You can make changes within 14 days of the order entry free of charge. After 14 days, a $65 change fee applies for modifications. Changes within 7 days of the ship date are not allowed.
Q: What is the return policy for Leisure Craft products?
A: Returns are not accepted. However, if a return is permitted, a 20% restocking fee will apply, and the customer is responsible for all shipping costs. The product must be returned in its original packaging and condition.
If you have any other questions or need further assistance, please contact us at support@purespaliving.com.
