Help & FAQ

ORDER FULFILLMENT

Orders are processed through our system every business day at 9 AM PST. All orders placed after 9 AM PST will be processed the next business day.

Please allow 1-2 additional business days for your order to be fulfilled and shipped.

Due to the overwhelming success of our recent promotions, fulfillment is currently delayed. We are working very hard to get your package out as quickly as possible. Thank you for your patience and understanding.

**All orders placed after 12 PM PST will be processed the next business day. Please note, we are unable to ship next day to PO Boxes, Hawaii, Puerto Rico, Alaska, and APO/FPO/DPO addresses. If selected, shipping will not be refunded.** Please expect longer than normal shipping times during the holiday season.

Business days are Monday through Friday. Business days do not include weekends or national holidays. Please note that all shipping costs are non-refundable.

SHIPPING MAKEOVER

Due to the recent rise in shipping costs we have given our shipping policies a makeover to allow us to stay committed to making the healthiest and highest quality cosmetics in the world. Our new shipping policies will allow us to provide better services to our customers and continue to create the purest products at an amazing value. We will of course still offer our generous 100% Satisfaction 60 day return policy. Click here to Learn More

SHIPPING

How did my package ship?

A tracking number starting with “1Z” means your package shipped via UPS. A tracking number with 22 digits means it shipped with USPS. Orders with free standard shipping will ship via USPS, DHL, or UPS. The carrier we use to ship your order is dependent on the weight and its destination. Any order shipping to a PO box, APO/DPO, Hawaii, Alaska, and Puerto Rico will ship with USPS.

Why did one order ship UPS, another order shipped USPS, and another order shipped DHL?

The weight and size of the order determine how your order ships. Heavier orders, in general, ship via UPS while lighter orders ship with USPS or DHL.

Expedited orders are shipped via UPS, USPS, or DHL depending on the weight and destination.

Expedited orders shipped to a PO Box, APO/DPO, Hawaii, Alaska, Puerto Rico, Guam, and other US territories will ship with USPS Priority Mail.

Why did one order ship UPS, United Parcel Service, and another order ship USPS, United States Postal Service?

The weight and size of the order determines how your order shipped. Heavier orders, in general, ship via UPS while lighter orders ship with USPS.

Expedited orders are shipped UPS or USPS dependent on the weight and its destination.

Expedited orders shipped to a PO Box, APO/DPO, Hawaii, Alaska, Puerto Rico, Guam and other US territories will ship with USPS Priority Mail.

How long will my package take to arrive?

Your order is being packed and shipped from our warehouse in San Jose, California. Orders with standard shipping will take approximately 5 to 10 business days to be delivered.

What are business days?

Business days are “regular” business operating days, Monday through Friday. Our warehouse does not ship on Saturday and Sunday.

How do I know my package has shipped?

When orders are packed in our warehouse in San Jose, California, a tracking number will be emailed to you. The tracking number allows you to see where your package is and when it will land on your doorstep.

Please note it may take up to 48 hours for tracking to display on the carrier’s site. There may be several days when it appears your package is not moving to its destination. This occurs when your package is on a long haul truck or on a train. The tracking of your package is only updated when it reaches the next distribution center. It can take several days for a truck or train to arrive at its destination.

Why are certain products unavailable to ship to PO Boxes, Hawaii, Puerto Rico, Alaska, APO/FPO/DPO or international addresses?

Due to Federal Aviation Administration (FAA) safety restrictions, we are unable to ship certain HAZMAT items by air (2-Day, Standard Overnight). This affects products such as our Yerba Mate Mist SPF 30, hand sanitizer, and our nail polish. If a product is ineligible to ship to your location, we will always show you on the product page.

Why is my tracking number not updating?

• Orders are generally processed and shipped within 48 hours.
• Our daily pickups are generally towards the end of the day.
• Tracking information will be updated once the packages have been scanned into the system at the carrier’s distribution center.
• Please note that there is no visibility for USPS First Class packages. Tracking for these packages will generally show when it was picked up by USPS and when it was delivered.
• There is step by step tracking for USPS Priority packages, but the USPS site does not always update immediately.
• It may take up to 48 hours for tracking to display on the carrier’s site. There may be several days when it appears your package is not moving to its destination. This occurs when your package is on a long haul truck or on a train. The tracking of your package is only updated when it reaches the next distribution center. It can take several days for a truck or train to arrive its destination.
• If the tracking has updated and suddenly stopped, it might be caused by a delay (weather, traffic, etc.) and should resume within a day or so.
• You cannot track your package within a few days after you have received the shipping confirmation, please contact us by emailing [email protected] or call us at 415-814-9788.

• Package is stuck and requires further assistance (incorrect/ missing address).
• Package is damaged or lost.

What do I do if my package does not arrive in the estimated timeframe?

All standard orders take 5 to 10 business days to land on your doorstep. The estimated time of delivery can be delayed due to weather and/or road conditions. The carrier’s web site will often state if packages are being delayed due to weather.

If the tracking number shows your package has been delivered and you have not received it, please check around your yard and with your neighbors. Carriers may leave a package in places where they think it will be safe, for example behind a side gate, under a bush, etc. If you cannot locate your package, please contact us at [email protected] or 415-814-9788.

Can I cancel or change my order once it has been placed?

Unfortunately, once an order has been placed we are unable to change or cancel it.

Inclement Weather Conditions

If your part of the country and/or transportation lanes are experiencing severe weather or a natural disaster, the delivery of your package may be delayed. Our carriers will post any delays due to weather or a natural disaster on their web site.

When the weather is warm, your solid items may show signs of separation or melting because our products are all natural. You can stir or shake it contents and let it sit at room temperature until they return to their original consistency.

ORDER FULFILLMENT

Business Days are Monday through Friday.

Orders are processed through our system every business day at 9 AM PST. All orders placed after 9 AM PST will be processed the next business day.

Please allow 1-2 additional business days for your order to be fulfilled and shipped.

Due to the overwhelming success of our Black Friday and Cyber Monday deals, fulfillment is currently delayed. We are working very hard to get your package out as quickly as possible. Thank you for your patience and understanding.

Expedited orders are processed through our system every business day at 12 PM PST. All expedited orders placed after 12 PM PST will be processed the next business day.

**Overnight orders are processed every business day at 12 PM PST. All Overnight orders placed after 12 PM PST will ship the following day.

Business days are Monday through Friday. Business days do not include weekends or national holidays. Please note that all shipping costs are non-refundable.

CUSTOMS, DUTIES AND VAT

What is custom duty?

Customs duty is a tax that is determined by the customs authority of your country based on product type, known as commodity, value, weight and dimensions. Customs duty is established by your customs authority. Local governments may require additional taxes and duties upon receipt of package. The Post Office does not allow the sender to prepay duties and tariffs. Sometimes duties, taxes and shipping charges are combined into one line. If your order was over $99 USD, you still received free shipping.

Why would customs delay the delivery of my package?

Customs may inspect your package due to a product name, description, commodity type, and/or value. Some of our product names can be questioned by customs, such as Red Wine or Cucumber resulting in customs inspecting a package. Customs may also review the value of an item.

Do I pay VAT?

Yes, VAT is charged at checkout. Sometimes VAT and shipping charges are combined into one line. If your order was over $99 USD, you still received free shipping.

Are the product prices different?

Yes, we previously included estimated taxes and duties in our product prices. Moving forward, you'll be paying a direct conversion based on your location. Taxes and duties will no longer be included in the product price but will be listed as separate charges at checkout.

SHIPPING

How is my package shipped?

Orders are shipped UPS WorldWide Expedited. Packages will be delivered within 7 business days. Packages shipped to a PO Box will be delivered by the Canadian Post. UPS is prohibited from delivering to a PO Box.

How long will my package take to arrive?

Your order is being packed and shipped from our warehouse in San Jose, California. Orders will take approximately 4 - 7 business days to be delivered. Typically, it takes 1 - 2 business days to ship your package to be delivered to a Canadian customs office. If customs clears your package quickly, your order will arrive within 7 business days. If customs inspect your package, delivery may be delayed. 100% Pure does not have the ability to impact the time period customs holds on to your package.

How do I know my package has shipped?

When orders are packed in our warehouse in San Jose, California, a tracking number will be emailed to you. The tracking number allows you to see where your package is and when it will land on your doorstep.

Please note it may take up to 48 hours for tracking to display on the UPS’s website. There may be several days when it appears your package is not moving to its destination. This occurs when your package is on a long haul truck or on a train. The tracking of your package is only updated when it reaches the next distribution center. It can take several days for a truck or train to arrive in Canada from San Jose, California.

How did my package ship?

All orders are shipped with UPS WorldWide Expedited. The UPS tracking number will be emailed to you.

How do I track my packaged?

Click HERE to track your package. Your ship confirmation email includes your UPS tracking number. Your confirmation email also has a link to track your package.

What do I do if my package does not arrive in the estimated timeframe?

All UPS WorldWide Expedited packages should land on your doorstep within 4 - 7 business days. The estimated time of delivery can be delayed due to weather. road conditions or customs inspecting your package.. The carrier’s web site will often state if packages are being delayed due to weather.

If tracking of your package has been updating and then shows no movement, it is possible your package: 1) is pending a customs inspection, 2) has an incorrect address or is missing address information, and 3) it has been damaged or lost by the carrier.

If the tracking number shows your package has been delivered and you have not received it, please check around your yard and home, and with your neighbors. UPS may leave a package in places where they think it will be safe, for example behind a side gate, under a bush, etc.

If you cannot locate your package, please contact us at [email protected] or 415-814-9788.

Can I cancel or change my order once it has been placed?

Unfortunately, once an order has been placed we are unable to change or cancel it.

What if I made a mistake on my address and need it fixed?

Once an order has been placed we are unable to change the shipping address. Please contact us at [email protected] or 415-814-9788 or 415-814-9788 for further assistance.

If your package is already in transit, we may not be able to correct the address.

Do you ship orders to the UK and EU? If so, how will orders be shipped?

Yes, we ship to the UK and EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the UK £135 and Under and to the EU for all orders €150 and under.

Inclement Weather Conditions

If your part of the country and/or transportation lanes are experiencing severe weather or a natural disaster, the delivery of your package may be delayed. Our carriers will post any delays due to weather or a natural disaster on their web site.

When the weather is warm, your solid items may show signs of separation or melting because our products are all natural. You can stir or shake it contents and let it sit at room temperature until they return to their original consistency.

International Shipping:

Our products are available in the following countries. All inquiries regarding orders placed on our official international websites (1st table) may be directed to [email protected]. **PLEASE NOTE** that inquiries regarding orders placed on third party distributor websites (2nd table) must be discussed with each individual distributor. This includes shipping, returns, refunds, and exchanges.