Shipping policy

Last updated: July 15, 2026

Pure Roots Skincare Company carefully prepares, inspects, and packages each order before shipment. This policy explains order processing, shipping charges, delivery estimates, address responsibilities, damaged shipments, and other shipping-related matters.

Order Processing

Orders are processed in the order they are received.

Because many Pure Roots Skincare Company products are handcrafted, produced in small batches, or released in limited quantities, processing times may vary by product and order volume.

Any processing estimate displayed on a product page, during checkout, or in an order confirmation applies before carrier transit time begins.

Business days do not include weekends or federal holidays.

Processing time and shipping time are separate:

Processing time is the time required to prepare and package an order.
Shipping time is the estimated transit time after the carrier accepts the package.

Submitting an order does not guarantee that it will ship the same day.

Shipping Destinations

We currently ship only to destinations made available during checkout.

Available shipping methods, destinations, and rates may change. If a destination is not available during checkout, we are unable to ship to that location at that time.

Customers are responsible for determining whether products may lawfully be received or used at their destination.

Shipping Rates

Shipping charges are calculated and displayed during checkout before payment is submitted.

Rates may be based on:

Package weight or dimensions.
Order value.
Shipping destination.
Selected delivery method.
Carrier-calculated rates.
Promotional or free-shipping qualifications.

Any available free-shipping offer will be subject to the terms displayed with that offer.

Shipping charges are generally nonrefundable after an order has shipped, except when the issue results from an error attributable to Pure Roots Skincare Company or reimbursement is otherwise required by law.

Delivery Estimates

Estimated delivery dates and carrier transit times are estimates only and are not guaranteed unless a specific guaranteed service is expressly identified.

Delivery may be affected by circumstances outside our reasonable control, including:

Carrier delays.
Severe weather.
Natural disasters.
Holiday volume.
Labor disruptions.
Transportation interruptions.
Governmental action.
Incorrect or incomplete addresses.
Security or access restrictions.
Remote delivery locations.

Pure Roots Skincare Company is not responsible for carrier delays after a package has been accepted by the carrier.

If we cannot ship an order within the timeframe represented at the time of purchase, we will provide notice and, when required, offer the customer the choice to accept the delay or cancel the unshipped order for a refund. Federal rules require online sellers to have a reasonable basis for stated shipping times and to obtain the buyer’s consent to a delay or provide a refund when they cannot ship as promised.

Order Tracking

When tracking is available, tracking information will be sent to the email address or telephone number provided with the order after the shipping label is created.

Tracking information may take time to update after the carrier receives the package.

Creation of a shipping label does not necessarily mean that the carrier has already accepted or scanned the package.

Customers are responsible for monitoring tracking information and making reasonable arrangements to receive their delivery.

Correct Shipping Information

Customers are responsible for providing a complete and accurate:

Recipient name.
Street address.
Apartment, suite, or unit number.
City, state, and ZIP code.
Email address.
Telephone number, when requested.

Please review all shipping information carefully before submitting an order.

Contact us as soon as possible if an address correction is needed. We cannot guarantee that an address can be changed after an order has entered processing or fulfillment.

Incorrect or Incomplete Addresses

Pure Roots Skincare Company is not responsible for delays, failed delivery, misdelivery, or loss caused by incorrect or incomplete shipping information supplied by the customer.

If a package is returned to us because of an incorrect address, incomplete address, refused delivery, failed delivery attempt, or failure to retrieve the package, we may offer reshipment at the customer’s expense.

Any refund considered for a returned package will be handled at our discretion and may exclude:

Original shipping charges.
Return-to-sender charges.
Additional carrier fees.
Products that cannot safely be restocked or resold.

Because our personal-care products are final sale, a returned package does not automatically qualify for a refund.

Returned-to-Sender Packages

Please do not refuse a shipment or intentionally allow it to be returned without first contacting us.

Packages returned without prior authorization remain subject to our final-sale policy.

When a package is returned to Pure Roots Skincare Company, we will review its condition and the reason for return before determining whether reshipment, store credit, refund, or another resolution is appropriate.

Additional shipping charges may apply to reship an order when the return was caused by customer-provided address information, refusal, or failure to receive or retrieve the package.

Carrier-Confirmed Delivery

A package marked as delivered by the carrier is generally considered delivered.

If tracking shows delivery but the package cannot be located, customers should:

Verify the shipping address on the order.
Check all entrances, porches, parcel lockers, mail areas, and secure locations.
Ask household members, neighbors, building staff, or property management whether they accepted the package.
Allow a short period for premature carrier scans.
Contact the carrier for delivery details.

After these steps are completed, contact Pure Roots Skincare Company promptly if the package remains missing.

We will review the available tracking and delivery information and may assist with a carrier inquiry when appropriate. A carrier-confirmed delivery does not automatically qualify for replacement or refund.

Lost Packages

A package may be considered lost when the carrier confirms the loss or when tracking remains inactive beyond the carrier’s applicable investigation period.

Customers must cooperate with reasonable carrier-investigation requirements and provide any requested information.

Depending on the circumstances and outcome of the investigation, Pure Roots Skincare Company may:

Replace the affected order or item.
Issue store credit.
Refund the affected item.
Provide another reasonable resolution.
Deny the claim when available evidence establishes delivery or does not support a loss.

The appropriate resolution will be determined by Pure Roots Skincare Company based on the circumstances, available documentation, carrier findings, product availability, and applicable law.

Stolen Packages

Pure Roots Skincare Company is not responsible for theft occurring after confirmed delivery.

Customers are encouraged to use a secure delivery address and promptly retrieve packages after delivery.

When available, customers may choose carrier options such as:

Signature confirmation.
Delivery holds.
Parcel lockers.
Alternate secure delivery locations.
Carrier delivery instructions.

We may assist with documentation needed for a carrier, law-enforcement, payment-provider, or insurance report, but assistance does not guarantee replacement or refund.

Damaged Shipments

Inspect the package and products promptly after delivery.

If an order arrives materially damaged, leaking, contaminated, or compromised during shipment, contact us within seven calendar days of confirmed delivery at:

sales@purerootsskincareco.com

Include:

Your full name.
Your order number.
A description of the damage.
Clear photographs or video of the affected product.
Photographs of the product container.
Photographs of the inner packaging.
Photographs of the shipping box or mailer.
A photograph of the shipping label.
Batch or lot information, when available.

Do not discard the product or shipping materials until the claim has been reviewed, unless disposal is reasonably necessary for health or safety.

Submitting a damage claim does not automatically guarantee a refund, replacement, or store credit.

Approved shipping-damage claims will be resolved under our Returns and Refunds Policy.

Missing or Incorrect Items

An item is missing from the package.
You received a product different from what you ordered.
The quantity received does not match the order.

Please include the order number and photographs of the products and packaging received.

After reviewing the claim, Pure Roots Skincare Company may reship the missing or correct item, issue a refund or store credit, or provide another reasonable resolution.

Heat- and Temperature-Sensitive Products

Some handcrafted products may soften, firm, melt, separate, or otherwise change temporarily when exposed to extreme heat or cold during transit.

Customers should retrieve packages promptly and avoid leaving them in mailboxes, vehicles, direct sunlight, or other temperature-extreme locations.

A temporary consistency change caused by normal temperature exposure does not necessarily mean that a product is defective.

When appropriate, allow the product to return gradually to normal room temperature before opening or using it. Follow any product-specific instructions provided on the label or product page.

Contact us within seven calendar days of delivery if temperature exposure appears to have materially compromised the product’s safety, packaging, or intended usability.

Order Changes and Cancellations

Orders may be changed or canceled only before fulfillment begins and only when we are able to stop processing or shipment.

Once an order has entered production, packaging, fulfillment, or carrier possession, it may no longer be changed or canceled.

Submitting a cancellation request does not guarantee that the order can be canceled.

Approved cancellations will generally be refunded to the original payment method.

Multiple Shipments

An order may be divided into more than one shipment because of product availability, package requirements, fulfillment logistics, or carrier limitations.

When an order ships separately, additional tracking information may be provided for each package.

Customers will not be charged additional shipping solely because Pure Roots Skincare Company chooses to divide an order into multiple shipments, unless otherwise disclosed and agreed to before shipment.

Preorders and Made-to-Order Products

Preorder, presale, or made-to-order products may have longer processing periods.

The estimated shipping timeframe will be disclosed on the applicable product page or at checkout.

When an order includes both immediately available and preorder items, the entire order may be held until all products are ready unless otherwise stated.

Material delays will be communicated in accordance with applicable law.

Local Pickup

Local pickup may be available only when displayed as an option during checkout or expressly arranged by Pure Roots Skincare Company.

Customers must wait for confirmation that the order is ready before arriving for pickup.

Pickup instructions, location details, identification requirements, and available pickup periods will be provided separately.

Orders not collected within the stated period may be canceled, restocked, or otherwise handled at our discretion, subject to applicable law and our final-sale policy.

International Orders

International shipping is available only when offered during checkout.

International customers are responsible for any customs duties, import taxes, brokerage fees, handling charges, or other governmental fees imposed by the destination country.

These charges are not included in product prices or shipping charges unless expressly stated.

Pure Roots Skincare Company is not responsible for customs delays, seizures, refusals, or fees resulting from destination-country requirements.

Customers are responsible for confirming that ordered products may lawfully be imported into their destination.

Fraud Prevention and Shipping Restrictions

We may delay, hold, cancel, or request additional verification for orders that present suspected fraud, payment, security, address, or resale concerns.

We may also restrict shipment to freight-forwarding services, reshipping companies, hotels, temporary addresses, commercial mail receiving agencies, or other locations presenting heightened delivery risk.

When an order is canceled before shipment, any collected payment will be refunded as required.

Final-Sale Policy

Shipping an order does not change the final-sale status of our products.

We do not accept returns or exchanges for buyer’s remorse, personal preference, individual product results, customer ordering errors, ordinary small-batch variation, or shipping delays outside our reasonable control.

Verified shipping damage, missing items, incorrect items, and qualifying product defects are reviewed under our Returns and Refunds Policy.

Policy Changes

We may update this Shipping Policy to reflect changes in carriers, fulfillment practices, available destinations, business operations, or legal requirements.

The “Last updated” date at the beginning of this policy identifies the most recent revision.

Contact Information

Questions about shipping or an existing order may be directed to:

Pure Roots Skincare Company
4052 Northstar Dr.
Lake Havasu City, AZ 86406
United States

Phone: (928) 362-0219
Order support: sales@purerootsskincareco.com
General inquiries: info@purerootsskincareco.com