Frequently Asked Questions
Q. I've noticed that there is no wax included in my package, why?
We apologize that we have to remove the wax in some of our packaging due to shipping restrictions. You can easily use any ordinary candle wax or paraffin as a replacement, which is readily available in most local supermarkets.
Q. How do I check the status of my order?
Upon placing your order, please allow 3 to 5 business days to have your order processed and shipped. Our fulfilment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once you order has been shipped, you will receive a notification, along with your tracking number through Email or FaceBook messenger.
From time to time, your email provider may classify our email notifications as spam, and as such, you may miss out on our shipping notification emails. If you did not receive any updates on your order, please contact us immediately and we will do all we can to make this right.
Q. How long does shipping & delivery take?
Please allow up to 3 days for your order to processed, and shipped out. For holiday peak periods, do allow an additional 2 days. Our fulfilment centers are located around the world.
We have 2 shipping options available - our standard free shipping option which takes 2-4 weeks. And our expedited paid shipping option which takes up to 7 days. Depending on how urgently you need your items, do select the correct shipping option at the checkout page.
Q. How do I receive multiple orders?
When you order multiple products, your items will be sent separately. (This ensures that you get our orders at the quickest time possible.) Do not worry, it is quite normal that you receive a product a few days before the other.
Q. Do you ship Internationally?
Yes! Most of our products ship worldwide to ensure that every customer will enjoy his or her shopping experience with us. Do take note that some products currently only ship within the US/Canada for now, and we have indicated so on the product page. If you have ordered a product that we are unable to ship, we will offer you a full refund.
Q. Will there be import tax on my orders?
From time to time, we've observed that customers outside of US may get import duties imposed on their packages. We will not be held responsible for these import taxes, and it is your responsibility, as the customer, to pay these taxes. We will not be held liable for packages returned to us due to unpaid import taxes - and additional charges apply if we are to reship them.
Q. Are my payments through your store secure?
We place security at the top of our list, and will do nothing less than our best at protecting your credit card data. Our payment methods are 100% secured and encrypted. To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
Q. How can I get in contact with you?
We handle customer service through FaceBook Messenger and E-mail. Visit our Facebook Page here to open up a chat with us on FaceBook Messenger, or send us an email at hello@puralty.com with any questions or concern that you have. Our customer care team is always on standby to address any concerns you may have.
Q. Do you offer a refund if I don't like the product?
Visit our refund policy page for complete details. If you have any additional questions that have not been addressed in our FAQ, please contact us and we will get back to you as soon as possible.
Q. Are the $0 items really free?
Yes, from time to time, we do run such giveaways to our customers. All you have to do is to pay for shipping (as we can't possibly make a loss from shipping costs too.)