Where is my order
All items displayed on our web-site are in stock unless otherwise indicated on the product page.
We love our customers and we work hard to ensure all orders received before 2pm Eastern Time are despatched on the same working day.
At the moment we have a success rate of well over 99% of orders despatched and delivered on time, so you can be confident of receiving your order fast and when you expect it.
Occasionally parcels do arrive late and on very rare cases they can get lost in the mailing system. Unfortunately this happens in any business, regardless of how well organised and run it is. This is especially true when we have to rely on third party couriers or mailing companies.
If you don't receive your order in time — please do not panic. We have made tracking orders and requesting help as simple as possible. Below we describe what to do if your order doesn't arrive when you expected it.
For all orders
When we dispatch orders we send an email with the relevant information including the mailing/courier service used, estimated delivery date, tracking number if applicable and a unique order reference number. If you haven't received this email please check your spam or junk folder, they can sometimes be found in there.
If you still can't find the email do not worry, we have developed our system to make it as easy as possible to help you.
With the unique order number you can use the Track An Order form at the bottom of this page and enter the order number along with your email address. Click submit and you'll be given an order status. If your order has been dispatched it will say so and give you a link to the courier company used. If tracking is possible, you can find out where your order has got to within the mailing company or couriers system.
If you haven't received the email or do not have the unique order reference number to hand you can login to your account and check the status from there. Simply click on "My Orders" and select the order you are missing to view the despatch and tracking information where applicable.
If you still have no luck in locating your order please read the delivery service specific help below. In the event that this still does not help, please contact us. Simply email sales@pureclinica.com with your name, address, order number, and as much information as you can provide and we will do our best to locate your order and resolve any issues.
Delivery service specific information
USA Standard Delivery Orders
Orders sent by this service should be delivered within 3 to 7 working days. In the event that your order is late, please attempt to track the package using the tracking number we have sent you in the despatch email. This information is also available in the "My Orders" section of your account.
If the tracking information is inconclusive, please contact the carrier directly using the customer service number on their website. If they cannot help you, please contact us and we will do whatever we can to help resolve the problem.
USA Expedited / Next-Day Delivery Orders
If you selected an expedited service at checkout and placed your order before 2pm Eastern Time on a working day, your order should be delivered within the timeframe indicated by the carrier at checkout. If it is late, please attempt to track your order using the carrier's tracking service. If tracking is unsuccessful and you cannot locate the parcel through the carrier, please contact us and we will do whatever we can to help resolve the problem and get your order to you as quickly as possible.
International Delivery
We ship internationally via standard international mail and courier services. Delivery times vary by country. In our experience, typical delivery times are:
Please note, these are just our experience, times may vary.
Standard international shipping is not fully trackable end-to-end. For fully tracked delivery we recommend upgrading to a courier service at checkout. Should your order not arrive please wait four weeks from receiving your despatch email. If after that time it has not arrived please contact us and we will do whatever we can to help resolve the problem and get your order to you as quick as possible.
For large international orders (12 items or more) we use a courier facility. Delivery times vary by country so please check with the courier. All of the courier service providers we use operate a tracking system for international orders. Should your order not arrive when expected, please check the tracking information to locate your parcel. If after doing this you have no luck in finding your order, please contact the courier. They will have a customer service phone number on their website. If you still have no luck then please contact us and we will do whatever we can to help resolve the problem.
Despatch Confirmation
If you haven't received a despatch confirmation by email containing the tracking information within 5 days of placing your order please contact us and we will provide you with the relevant details. In the extremely unlikely event that your parcel has been lost in transit we will send you a new parcel free of charge. Please note, we can only do this once the estimated delivery date by the courier or mailing service has passed.
Further Questions
If you have any further questions regarding your delivery please contact us via our contact form here.
