Frequently Asked Questions

What are the delivery charges for orders from the Online Shop?

We charge $5.95 flat rate shipping for all orders independent of the quantity of items purchased.

Which payment methods are accepted in the Online Shop?

We accept Credit card Visa, MasterCard, Discover and PayPal payment methods.

How long will delivery take?

All orders normally take between 12 and 20 business days to be delivered. If you ordered more than one item, they may not be shipped in the same box or at the same time.

How secure is shopping in the Online Shop? Is my data protected?

Shopping with your credit card with purjoie.com is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

What exactly happens after ordering?

Once you placed an order with us you should receive an email confirmation with information regarding your order.

Returns and Exchanges

If you need to make a return, please contact us at customerservice@purjoie.com to request a return authorization number (RMA#) and instructions on how to return your item(s). No returns will be accepted or refunded without an RMA#. Open and Inspect  your package immediately upon delivery. If you have any questions about your shipment, email us at customerservice@purjoie.com . Once item(s) is returned and inspected, we will issue a refund of the cost of the item minus the shipping cost.

 

If You are not Happy with an Item

We want you to be happy with your order! With some exceptions, if you are not satisfied with your order you may return it within 15 days of your receipt of merchandise for a refund of the purchase price minus 20% Restocking Fee and original Shipping fees, if any.  We do, however, require that you pay to ship the item back to us, and any shipping fees originally paid on your order are non-refundable. Here are the exceptions and clarifications:

Products must be returned to us in their original condition and in their original packaging complete with all tags, instructions, and inserts.

All returns and exchanges are subject to our Terms of Use.

Returned product(s) must be boxed with sufficient packing to protect the contents. Products damaged due to poor packing will not be accepted for credit or refund.

If You Want To Make An Exchange

You can exchange an item within 15 days of your receipt of the merchandise by returning it to us and placing a new order for the item(s) that you would like in place of the original order. We will process the new order and ship the item to you. As soon as we receive the returned item, we will refund the amount of the purchase  minus 20% Restocking Fee and original Shipping fees, if any.  We do, however, require that you pay to ship the item back to us, and any shipping fees originally paid on your order are non-refundable. Here are the exceptions and clarifications:

  • Products must be returned to us in their original condition and in their original packaging complete with all tags, instructions, and inserts.
  • All returns and exchanges are subject to our Terms of Use.
  • Returned product(s) must be boxed with sufficient packing to protect the contents. Products damaged due to poor packing will not be accepted for credit or refund.
If Your Package Arrived Damaged:

Report it to us immediately at customerservice@purjoie.com.  Please hold on to the box and item (s) for 5 to 10 business days so we can file a claim with the carrier. They may come to your address to inspect them and pick them up. If the package appears to be intact, but an item inside has been damaged during transit, you have three business days to report it to us so that we can file a damage claim.

If Your Product Arrived Damaged:

Please contact us immediately by e-mail customerservice@purjoie.com before returning the item. Some products we sell are covered by a Manufacturer’s Warranty that requires items to be sent directly to the manufacturer for replacement or repair. We will issue a RMA# and email or mail you a return label for the broken item. We will ship you a replacement at no extra charge.

If You Received The Wrong Product:

Contact us at customerservice@purjoie.com and we will issue a Return Authorization Number (RMA#). Returns will not be accepted without an RMA number. We will send you a Return Label so you can return the wrong item at no charge and will ship the correct item to you right away (if the item is not in stock, we will contact you to give you the option of choosing something else or just canceling your order).

How To Make a Return:

Please send an email to customerservice@purjoie.com within 15 days of receiving your order to request an authorization number (RMA#) and instructions on a return. Please do NOT return anything without RMA# or your package may get lost in the warehouse without identification. We are not responsible for packages returned without an RMA#.

We will only accept authorized returns within 15 days as long as the items are unused and in the original packaging.

Once we receive your return, please allow 1-2 weeks for processing.