We work to process and fulfill orders as promptly as possible while ensuring products are packaged appropriately for transit. Please review the following shipping, local pickup, local delivery, Package Protection, and claims policies before placing your order.
 

SHIPPING OPTIONS

We currently offer UPS shipping on eligible orders.

Available shipping methods and current pricing are displayed during checkout and may include:
 

• UPS Ground

• UPS 2nd Day Air

• UPS Next Day Air Saver

Shipping charges for orders under $200 are based on the shipping method selected and the pricing displayed at checkout.

FREE UPS GROUND SHIPPING

Orders totaling $200 or more qualify for FREE UPS Ground shipping.

The $200 minimum is based on the qualifying merchandise subtotal after applicable discounts and before expedited shipping, local delivery, Package Protection, taxes, or other fees.

Customers who qualify for free UPS Ground may still choose an expedited UPS shipping option and will be responsible for the applicable expedited shipping charge shown at checkout.
 

SAME-DAY SHIPPING CUTOFF

Because of scheduled carrier pickup times, orders must be received and paid by 1:45 PM Pacific Time, Monday through Friday, to be eligible for same-day shipping.

Orders received or paid after 1:45 PM Pacific Time will generally be processed for shipment on the next business day.

Same-day shipping means that an eligible order is scheduled to be transferred to UPS that business day. It does not guarantee same-day delivery or a specific delivery date.

High order volume, payment verification, inventory issues, holidays, carrier interruptions, or other circumstances may occasionally prevent an otherwise eligible order from shipping the same day.
 

SHIPPING SCHEDULE

Orders are processed and shipped Monday through Friday.

We do not ship on Saturdays, Sundays, or applicable carrier holidays.

Orders placed or paid after the daily cutoff, on weekends, or on holidays will generally be processed on the next applicable business day.

Carrier transit estimates begin once UPS has accepted the shipment and do not include our internal processing time.
 

DELIVERY TIMES

UPS transit times are estimates and are not guaranteed by PureForma.

Once a shipment has been transferred to UPS, delivery may be affected by:
 

• Weather

• Carrier delays

• Holidays

• Transportation interruptions

• Regional service disruptions

• Incorrect or incomplete addresses

• Access restrictions

• Other circumstances outside our control

Tracking information will be provided when available.
 

FREE LOCAL PICKUP

Free local pickup is available in Modesto, California by appointment only.

Once your order has been submitted and payment has been received and confirmed, a member of our team will contact you to coordinate pickup and provide the pickup location.
 

Pickup Processing Time

Local pickup orders may require up to one business day after payment has been received and confirmed before they are ready for pickup.

We will make reasonable efforts to accommodate requests for expedited or same-day pickup when possible; however, same-day pickup is not guaranteed.

Please wait until a member of our team has confirmed that your order is ready and your pickup appointment has been scheduled before arriving.
 

Appointment Required

Drop-in pickups are not accepted.

Customers must have a confirmed pickup appointment before arriving.

Please arrive at your scheduled pickup time. If you expect to arrive late, contact us before your scheduled pickup time or before arriving to confirm that someone will still be available to complete your pickup.

Pickup may not be available if you:
 

• Arrive outside your scheduled appointment time;

• Arrive late without confirming availability;

• Arrive without a confirmed appointment; or

• Miss your scheduled pickup window.

If your pickup appointment is missed, a new pickup time may need to be arranged.

Local pickup is offered at no additional charge.

LOCAL DROP-OFF SERVICE

Local drop-off service may be available for a $20 fee within Modesto and surrounding service areas.

If your delivery address is within the current local service area, the drop-off option will be made available during checkout.

If the option does not appear at checkout, local drop-off is not currently available for that location.

Once your order has been submitted and payment has been received and confirmed, a member of our team will contact you to coordinate delivery and confirm any information needed to complete the drop-off.

Local drop-off availability may vary based on:
 

• Location

• Staffing

• Scheduling

• Order volume

• Operational availability
   

Local drop-off is not guaranteed until payment has been received and delivery arrangements have been confirmed.

PUREFORMA PACKAGE PROTECTION

Optional PureForma Package Protection may be available for eligible UPS shipments and may be selected during checkout.

Package Protection provides additional protection for qualifying orders that are confirmed lost or damaged while in transit.

The primary benefit of Package Protection is that an approved qualifying claim may be covered for the full merchandise value of the affected protected order or item, rather than being limited to the amount UPS may approve under its standard carrier-liability terms.

Package Protection Does Not Eliminate Carrier Verification

Package Protection does not mean that a replacement will automatically be issued whenever a shipment is delayed or cannot immediately be located.

For a shipment believed to be lost, PureForma will first work with UPS and review available tracking and carrier information.

A shipment must be reasonably established or confirmed as lost in transit before a Package Protection replacement is approved.

PureForma may require completion of an applicable UPS investigation, trace, or other carrier confirmation before considering a shipment lost.

A shipment that is delayed, experiencing an unusual transit time, or continuing to receive carrier scans is not automatically considered lost.

What Package Protection Covers

When Package Protection has been purchased and a qualifying loss or damage claim is timely submitted, documented, verified, and approved, PureForma may provide replacement protection for the full covered merchandise value of the affected order or product.

PureForma's replacement obligation under Package Protection is not limited to the amount UPS ultimately pays PureForma on the underlying carrier claim.
 

Package Protection does not cover:
 

• Ordinary carrier delays

• Incorrect or incomplete addresses supplied by the customer

• Customer refusal of a shipment

• Missed delivery attempts

• Failure to retrieve a package

• Unauthorized reshipping or forwarding after delivery

• Loss occurring after confirmed delivery, except where specifically approved

• Other circumstances determined not to constitute qualifying carrier loss or transit damage
   

All Package Protection claims remain subject to review and approval.
 

LOST-IN-TRANSIT SHIPMENTS — PROTECTED ORDERS

If you believe a shipment covered by Package Protection has been lost in transit, you must notify PureForma within three (3) calendar days of becoming aware of the potential loss.

PureForma will review the available shipping information and may initiate or assist with a UPS investigation.

This may include reviewing:
 

• Tracking history

• Carrier scans

• Shipment status

• Delivery information

• UPS communications

• Other relevant carrier records
   

Package Protection does not bypass the UPS lost-shipment verification process.

PureForma may require UPS to complete an appropriate investigation or otherwise confirm that the shipment cannot be located before approving a replacement.

Once the shipment has been confirmed or reasonably established as lost in transit and the Package Protection claim has been approved, PureForma may reship the qualifying affected merchandise based on its covered merchandise value.

The protected replacement is not limited to the amount UPS ultimately approves or pays PureForma on its carrier claim.
 

DAMAGED PRODUCTS — PROTECTED ORDERS

If a shipment covered by Package Protection arrives damaged, you must notify PureForma within three (3) calendar days of delivery.

We may request:
 

• Photographs of the damaged product

• Photographs of the shipping container

• Photographs of internal packaging

• Your order number

• Tracking information

• Product or lot information

• A description of the damage

• Other documentation reasonably necessary to evaluate the claim
   

Do not discard the product, shipping box, packaging materials, labels, or other contents until the claim has been reviewed.

PureForma may require the damaged product and/or packaging to be retained or returned for inspection.

Once a qualifying protected damage claim has been verified and approved, PureForma may replace the affected merchandise based on its covered merchandise value.

Submitting a claim does not automatically guarantee approval or replacement.
 

ORDERS WITHOUT PACKAGE PROTECTION

Customers who decline available PureForma Package Protection do not receive the additional full-value replacement protection described above, except where otherwise required by law.

If an unprotected shipment is lost or damaged while in UPS's possession, PureForma will make reasonable efforts to assist with the applicable UPS carrier claim.

UPS generally limits its standard liability for domestic packages to $100 when a higher value has not been declared, subject to UPS's terms, exclusions, documentation requirements, and claim approval.

PureForma does not guarantee that UPS will approve a claim or pay the full $100 amount.

For an order without Package Protection:
 

• PureForma will not automatically replace the full merchandise value of the shipment;

• Any replacement, refund, reimbursement, or credit may be dependent upon the outcome of the UPS claim;

• Resolution may be limited to the amount actually approved and recovered from UPS for the affected merchandise; and

• PureForma may wait until the UPS claim has been resolved before issuing a replacement, reimbursement, refund, or credit.
   

If UPS denies the claim or determines that no compensation is payable, PureForma is not obligated to provide a replacement or reimbursement for the carrier loss or damage except where otherwise required by applicable law.
 

PRODUCT QUALITY CONCERNS

If you believe a product has a quality issue unrelated to shipping damage, contact PureForma promptly with your order information and a description of the concern.

We may request:
 

• Photographs

• Product information

• Lot information

• Packaging

• A description of the issue

• Other reasonable documentation
   

PureForma may require the affected product to be returned for inspection before approving a replacement or other resolution.

Please do not discard a product involved in a quality concern unless we instruct you to do so.

All product-quality concerns are reviewed individually and must be approved before a replacement or other resolution is issued.
 

RETURN OF DAMAGED OR QUESTIONED PRODUCT
 

PureForma may require an affected product to be returned when investigating:
 

• Shipping damage

• Product-quality concerns

• Packaging issues

• Suspected defects

• Other fulfillment concerns
   

Do not discard the affected product or its packaging until PureForma confirms that it is no longer required.

Failure to retain or return requested product, packaging, photographs, or other documentation may affect our ability to approve a claim.
 

DELIVERED-BUT-MISSING PACKAGES

A package marked Delivered by UPS is different from a shipment confirmed as lost in transit.

If tracking shows that a shipment was delivered but you cannot locate it, please first check:
 

• The delivery area

• Household members

• Neighbors

• Property management

• Mailroom or receiving area

• Available UPS delivery information
   

Contact us promptly if the shipment still cannot be located.

We will review the available tracking and carrier information and may assist with a carrier investigation where appropriate.

A UPS delivery scan does not automatically establish eligibility for replacement under Package Protection, and delivered-but-missing claims will be reviewed individually.
 

INCORRECT OR INCOMPLETE SHIPPING ADDRESSES

Customers are responsible for providing a complete and accurate shipping address when placing an order.

PureForma is not responsible for delays, failed deliveries, returns, or losses caused by an incorrect or incomplete address supplied by the customer.

If you notice an address error, contact us as soon as possible.

We cannot guarantee that an address can be changed after an order has entered fulfillment or been transferred to UPS.

Additional shipping charges resulting from:
 

• An incorrect address

• An incomplete address

• A refused shipment

• A returned package

• Another customer-related delivery issue may be the customer's responsibility where permitted by law.
   

CLAIM DEADLINES

Claims involving products received damaged must be reported to PureForma within three (3) calendar days of delivery.

Claims involving shipments believed to be lost in transit must be reported within three (3) calendar days of the customer becoming aware of the potential loss.

Claims submitted outside these timeframes may be denied if the delay prevents PureForma or UPS from properly investigating the claim.

All claims are subject to verification, review, and approval.
 

CLAIM REVIEW

Submitting a damage, loss, or product-quality claim does not automatically guarantee replacement, reimbursement, or refund.

PureForma reserves the right to:
 

• Request reasonable documentation

• Review fulfillment records

• Review tracking information

• Communicate with UPS

• Require completion of a carrier investigation

• Require return of an affected product

• Investigate the circumstances of a claim

• Take other reasonable steps necessary to verify the issue
   

Fraudulent, incomplete, altered, duplicated, or unsupported claims may be denied.

RESHIPMENTS

When PureForma approves a replacement for qualifying merchandise covered by Package Protection, the replacement will generally be shipped using a standard shipping method unless PureForma determines otherwise.

Replacement eligibility applies only to the approved affected item or items and does not automatically entitle the customer to replacement of unaffected portions of an order.

ALL SALES FINAL

Shipping claims, local pickup, local delivery, Package Protection, and carrier issues do not alter our general All Sales Final policy.

Returns, cancellations, refunds, fulfillment errors, and other order-related matters are governed by our separate Purchase & Order Policy.

QUESTIONS OR SHIPPING CLAIMS

For shipping questions or to report a damaged, lost, or delivery-related issue, contact:

PureForma Labz / PF Wellness
info@pureformalabz.com

Please include your order number and any relevant photographs, tracking information, or documentation so we can review the issue efficiently.