Frequently Asked Questions
- How long has the company been in business?
- Can the products be picked up from your office?
- How do I return a product? Do I need an authorization code?
- What is your Refund Policy
- What is your Free Bottle Offer policy as heard on Radio?
- How do I request a catalog?
- How much does shipping cost?
- Do I pay taxes on the products I buy?
- Does Purity Products ship to Canada?
- How do I pay? Is it secure?
- How do I contact Customer Service?
- How do I track my Order?
- I have previously ordered from Purity Products before but never via the website. Do I need to register in order to place order via website?
- How long should it take to receive my order?
- Are your products non-GMO?
- Excellence in Customer Care - customer testimonials
- Super Saver Shipment Consolidation Policy
1. How long has the company been in business?
Purity Products was established in 1993.
2. Can the products be picked up from your office?
Yes, products can be picked up from our main office in Plainview, NY between 9AM and 5PM Monday through Friday.
3. How do I return a product? Do I need an authorization code?
Please call Customer Care within 60 days of receipt of the package at 1-888-769-7873 to obtain a return authorization.
Please pack the merchandise securely in the original package, if possible. Include your return authorization number, billing name, and address with the merchandise you are returning. All return shipping charges are the customer’s responsibilities. For your protection, we recommend that you use UPS or an Insured Parcel Post for your return.
All returns should be sent to:
200 Terminal Drive
Plainview NY, 11803
Please note: Items received beyond the eligible time frame will be discarded and a credit will not be issued.
4. What is your Refund Policy?
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at 1-888-769-7873 to obtain a return authorization. Again, you must return your used and/or unused bottles to receive a refund within 60 days. Please note shipping charges are not refundable. Always store bottles properly in a cool, dark, dry place and inspect all bottles upon receipt.
Bulk Order Refund Policy - Bulk orders of 12 or more bottles are subject to a 15% processing fee if returned (unopened) and in perfect condition within 60 days. Always store bottles properly in a cool, dark, dry place and inspect all bottles upon receipt.
5. What is your Free Bottler Offer policy as heard on radio?
Purity Product's "free bottle offer" is promoted on various Radio & TV advertisements. Here's how it works: With the free bottle offer, the customer pays for shipping and handling (typically $ 4.95 - $8.95 based on the product) and receives a free 15-30 day supply of the specific product requested. When the free bottle is ordered, the customer is invited to enroll in Purity's Super Saver program and save at least 25% on every future Super Saver delivery. Super Saver customers receive 3 bottles of the specified product, automatically, every 3 months at the discounted price. Expect your next shipment of 3 bottles in about 2-3 weeks after you have received your initial free bottle. The initial credit card used to order the free bottle will be charged the day before each 3 bottle Super Saver order is shipped.
As a Super Saver, you always have the option to modify, change, cancel or put your order on hold, at any time, with no obligation. Simply call our customer care line at 1-888-769-7873. There is no enrollment fee to be on the Super Saver program and every order comes with a 100% Satisfaction Guarantee.
Free Bottle Note: A customer may receive 1 Free Bottle Order (up to 2 free bottles of different products) per household, per calendar year. If you have a question or comment about our free bottle offer, or Super Saver program please speak with a customer care representative. The customer is not obligated to join the Super Saver program with their initial free bottle order.
6. How do I request a catalog?
If you would like to receive our 36 page full color catalog send a business sized envelope with 2 stamps to:
200 Terminal Drive
Plainview NY, 11803
7. How much does shipping cost?
The standard charge for shipping on most products is $6.95, however shipping charge on Super Saver orders is discounted. We also offer 3-Day service for $11.95 and Next Day service for $25.00.
8. Do I pay taxes on the products I buy?
There are no taxes on any vitamins or nutritional supplements. However, people who live in New York State will have to pay tax on the purchase of health products(Water Filters or Air Filters).
9. Does Purity Products ship to Canada?
Yes, Purity Products does ship to Canada; however, payment must be made in US funds. Canadian customers are subject to GST and PST.
10. How do I pay? Is it secure?
We accept Visa, MasterCard, Discover, American Express and physical electronic checks (please allow 5 - 7 business days process time for electronic checks) as valid forms of payment. If you wish to pay by check you can call our 24 hour toll free number at 1-800-769-7873. We reserve the right to process a physical check via electronic check/ACH means. We employ the Internet's strongest security technologies, including Secure Sockets Layer (SSL). Your personal financial information necessary to complete your transaction is transmitted over the Internet in a safe and encrypted format using the latest security techniques.
11. How do I contact Customer Service?
You can call our Toll Free number (1-888-769-7873) Available Mon-Thurs 9am-8pm EST, Fri 9am-7pm EST, Sat 9am-5pm EST or email Customer Service at firstname.lastname@example.org.
12. How do I track my order?
You can track your orders by clicking here.
13. I have previously ordered from Purity Products before but never via the website. Do I need to register in order to place order via website?
You need to register/create an account the first time you place your order through the website even though you may have ordered via phone before
14. How long should it take to receive my order?
It takes approximately 5-10 business days after we have received your order
15. Are your products non-GMO?
We are sensitive to the issue of GMOs in the food supply and the concern about the potential presence of GMOs in dietary supplements. We are confident that the safety of our products is not compromised by GMOs. Our customers can rest assured that, while a few dietary supplement ingredients are produced from genetically modified crops, Purity’s supplements contain little, if any GMOs in the finished product. We strive to use naturally sourced ingredients whenever possible. GMO crops include corn and soy, both of which may be source material for dietary supplement ingredients. Vitamin C, for example, is made from corn. Soy oil is a source of vitamin E. Again, our manufacturers endeavor to use non-GMO ingredients whenever possible, however we just can't give a firm guarantee regarding this - for every ingredient. Few supplement companies can claim all their products are non-GMO, unless they have a very limited product line.
16. Excellence in Customer Care - customer testimonials
An excerpt from a recent Customer E-mail:
Dear Customer Care Supervisor,
This week I have had communications with five company's customer service departments. Four of those have been unsavory experiences. Among the five also was a communication with Purity Products and your customer service representative, Jessica M. To say that speaking and working with Jessica was a relief, was a "jewel among... thorned others," would be a vast understatement.
During my two emails and two phone conversations with Jessica M. over the last week, I was presented these following rare events: Jessica spoke beautiful and understandable English, which I, although being a native of Texas, understood well. And, it seemed as though she understood what I was saying; and everything that Jessica M. told me would happen, happened, and happened when she said it would happen.
Once, during a phone conversation, Jessica M. asked me to hold online while she sought some information that I wanted, and she returned to the phone and gave me the information herself, and did not pawn me off to another party.
I would like to suggest that you use this woman's technique for training other customer service personnel. Further, I would suggest that you produce a how-to documentary featuring the customer function done excellently, and featuring Jessica M! Thank you and Purity Products for producing such an incredible and excellent Customer Service function.
17. Super Saver Shipment Consolidation Policy
To better serve our customers and the environment, Purity Products reserves the right to consolidate the shipment of 2 or more Super Saver orders which are scheduled to ship within 7 days of each other.
If you do not want your shipments to be combined, please keep the ship date of your Super Saver orders at least 8 days apart. We appreciate your cooperation as we try to reduce the amount of unnecessary shipments.