Shipping policy

This policy applies to all orders placed at purelonutrition.com. Purelo Nutrition is a trading name of Echelon Ventures LLC, 2222 W Grand River Ave Ste A, Okemos, MI 48864, USA.

1. Where We Ship

We currently ship to addresses within the United States only. We do not ship internationally at this time.

2. Order Processing

Orders are processed Monday to Friday, excluding US public holidays. Orders placed before 12:00 PM ET on a business day are usually picked and packed the same day. Orders placed after that time, at weekends, or on public holidays begin processing on the next business day.

You will receive a confirmation email when your order is placed, and a second email with tracking information once your parcel has been handed to the carrier.

All orders are subject to acceptance and to verification of payment and delivery address before dispatch.

3. Delivery Estimates

The following are estimated total delivery windows, measured in business days from the time your order is accepted and processing begins.

These are estimates, not guarantees. Business days are Monday to Friday and exclude weekends and US public holidays. Delivery windows begin when your order is accepted and processing begins, not at the moment you click purchase.

Once your parcel is handed to the carrier, delivery is in the carrier's hands and outside our control. We are not liable for carrier delays, weather disruption, mechanical or network failures, address errors, incorrect delivery by the carrier, public holidays, peak season volume, or any other event beyond our reasonable control. Priority Shipping buys faster handling and a faster carrier service. It is not a guaranteed delivery date, and shipping charges are not refundable because a parcel arrived later than estimated.

4. Shipping Charges

Shipping charges are calculated at checkout and shown to you before you complete your purchase. Any free shipping threshold or promotion will be stated on the relevant product page or at checkout.

Original shipping charges are not refundable, except where a return is due to our error, a defective product, a damaged delivery, or where an order is cancelled before dispatch. Full details are in our Returns and Refund Policy.

5. Delivery Address

You are responsible for entering a complete and accurate delivery address at checkout. Please check it carefully before submitting your order, including apartment, unit and building numbers.

If you spot a mistake, email support@purelonutrition.com immediately with your order number. We will correct it if the order has not yet entered fulfilment, but we cannot guarantee this, because we aim to ship quickly.

We are not responsible for parcels delivered to an incorrect or incomplete address supplied by you. Where a parcel is returned to us as undeliverable for that reason, we will refund the product price less original shipping once the parcel reaches us, or reship at your cost.

6. Stock Availability, Backorders and Delays

We work hard to keep our inventory accurate. Very occasionally, an item may sell out between the moment you place your order and the moment we pick it, or a supply issue may affect a batch. Where that happens, here is exactly what we will do.

You choose what happens next. You will be offered the following, and you may reply to that email at any time to select one:

You can cancel at any point before it ships. Even if you initially chose to wait, you may change your mind and cancel for a full refund at any time up until the order is dispatched. Simply reply to the delay email or contact support@purelonutrition.com.

Typical backorder timing. Where an item is on backorder, the revised shipping window is usually 10 to 14 business days. If we expect the delay to be longer than that, we will tell you the revised date in the same email.

If we do not hear from you. If you do not reply to our delay email and the revised shipping date we gave you is 30 days or less from the date of your original order, we will hold your order and ship it on that revised date. If we are unable to ship your order within 30 days of your original order date and you have not given us your express agreement to a further delay, we will cancel your order and issue a full refund automatically, without you needing to ask.

You will never be charged for an item we cannot supply, and no delayed or backordered item will be charged again or held indefinitely without your agreement.

7. Split Shipments

If your order contains multiple items and one is delayed, we may ship the available items first and send the remainder when it arrives, at no extra shipping cost to you. If you would prefer your order to arrive together in one parcel, tell us when you reply to our email and we will hold it.

8. Tracking Your Order

You will receive a tracking number by email once your parcel has been handed to the carrier. Please allow up to 24 hours for tracking to begin updating, as scans do not always appear immediately.

If your tracking has not updated for 5 or more business days, contact support@purelonutrition.com with your order number and we will open an enquiry with the carrier.

9. Lost, Stolen and Undelivered Parcels

Title and risk of loss pass to you once we hand your parcel to the carrier. That said, we will always help you resolve a delivery problem.

If your tracking shows delivered but you have not received the parcel, please check with members of your household and your neighbours, and check any safe place, porch or mailbox, before contacting us. Carriers occasionally mark parcels as delivered up to 48 hours before they physically arrive.

If the parcel still cannot be found, email us within 14 days of the marked delivery date and we will open a claim with the carrier. Where a parcel is confirmed lost in transit, we will reship or refund in full, at your choice.

10. Damaged Deliveries

If your order arrives damaged, email support@purelonutrition.com within 14 days of delivery with your order number and photographs of both the product and the outer packaging. We will send a free replacement or issue a full refund including original shipping, at your choice.

11. Refused Deliveries

If a parcel is refused at the door and returned to us, we will refund the product price less original shipping once the parcel reaches us. If you no longer want your order, please cancel it or use our Returns and Refund Policy rather than refusing delivery, as refused parcels take considerably longer to process.

12. Order Cancellations by Us

We reserve the right to cancel or limit any order, including where we identify a pricing or listing error, suspected fraud, a delivery address we cannot ship to, an order that appears to be for commercial resale, or where we are unable to supply the product. Where we cancel an order, you will receive a full refund of everything you paid.